Megaworld Hotels and Resorts goes all out to elevate the Filipino Brand of Service Excellence with DOT

Reg. Dir. Sharlene Batin of the Department of Tourism Metro Manila, share insights to inspire the FBSE attendees from the Kingsford Hotel Manila and Twin Lakes Hotel.

Without a doubt, the hotel industry is at the forefront of commercial trades with a high level of service and an eye for detail. Faced with the daily pressures to conduct seamless events and thoughtful experiences, Cleofe Albiso, the Managing Director of the Philippines’ largest hospitality management chain.

“Megaworld Hotels and Resorts continues to invest on its people and envisions a breed of empowered champions that will help guests win the day’s challenges. Your stays are no longer just about rooms and meals prepared and ready the way you like them. more than that, we are your partners to help you accomplish your goals during your stay.” ~Cleofe Albiso, Managing Director of the Philippines’ Largest Hospitality Management Chain

Associates of Twin Lakes Hotel after completing the FBSE training.

With the goal of continuously elevating guest service experience and recovery, the Department of Tourism, conducted the Filipino Brand of Service Excellence Training program simultaneously across Megaworld Hotels and Resorts’ (MHR) 6 brands and 12 property locations across the Philippines all in one day. 

Maria Susanna F. Edilo, accredited trainer for the Filipino Brand of Service Excellence (FBSE) Training, talks about how to elevate customer experience with the associates of Eastwood Richmonde Hotel, Richmonde Ortigas, and Hotel Lucky Chinatown.

A total number of about 400 associates finished modules covering Service Excellence and the 7Ms of Filipino Values, Delivering Excellent Service using the GUEST Techniques, and the HEART of Service Recovery.    

Participating hotels included Savoy Hotel and Belmont Hotel in Newport Pasay Manila, Kingsford Hotel at the Entertainment City of Paranaque, Eastwood Richmonde Hotel in Quezon City, Richmonde Hotel Ortigas in Pasig, Hotel Lucky Chinatown in Binondo and Twin Lakes Hotel near Tagaytay. Cebu based properties who also joined in were Savoy Hotel and Belmont Hotel in Mactan Newtown. In the Panay region were Boracay properties like Savoy Hotel and Belmont Hotel at the Boracay Newcoast and Richmonde Hotel Iloilo located at the Iloilo Business Park in Mandurriao.    

Accredited trainers from DOT Metro Manila were Gil Regondola, Maria Susanna F. Edilo, Lax Junnel Mendoza with the supportive presence of Regional Director Sharlene Batin. Cebu properties were handled by Dr. Evelyn Lupango under the leadersship of Regional Director Shahlimar Hofer Tamano. While Dr. Mae Panes and Boracay properties by Bryan John Dizon conducted trainings for Western Visayas properties under the leadership of RD Crisanta “Krisma” Rodrigez. 

Richmonde Hotel Iloilo associates after the FBSE Training conducted by Dr. Mae Panes, accredited FBSE trainer within the Panay Region.

Having the same mindset, the Department of Tourism aims to reach the goal of achieving 100,000-trained tourism service providers in the country in 2023. 

MHR’s Group Director of People Management and Development, Ms. Divinagracia delos Reyes, is now working on the succeeding batches to achieve 100% training compliance for all employees. 

“Thank you so much MHR for believing in the Filipino Brand of Service Excellence! Mabuhay!” ~Secretary Rica Bueno, Department of Tourism, Assistant Secretary

Department of Tourism, Assistant Secretary Rica Bueno, in a congratulatory post over the facebook page of Megaworld Hotels and Resorts (MHR).