The Hotel & Summit Expo - One of the Biggest Hospitality Events this 2018!

According to the Hotel Summit & Expo 2018 website, 

"The hospitality industry is at an all-time high. With the Philippines in the top 50 leading global travel destinations, it has now become a very promising market in the region for investment, projects, and operations in the industry. Tourist arrivals for 2017 reached 6.6 million, an increase of 11% from 5.97 million in 2016, and the rise continues this year, with an expected number of tourists reaching 7.4 million. Indeed, this unprecedented growth of the country’s tourism industry is impressive. Thus, from the same organizers of the biggest and most effective food show (WOFEX) comes The Hotel Summit and Expo 2018 Philippines, now in its second year. Co-located with the World Food Expo (WOFEX),"

The Hotel Summit and Expo brings together the country’s hospitality stakeholders, with even bigger and better participation. All requirements of the hospitality industry will be at this momentous event – from the back of the house to front of the house, reception to rooms, architecture to design, marketers to brand experts.

Visitors will surely appreciate the line up of topics and activities in line for the said event:

The Filipino Hotelier author and founder, and The Filipino Hospitality's Chief Consultant and Trainer, Mr. Martin S. Aguilar, shall be at the event to cover the event and write an article for the Tourism Industry Board Foundation, Inc. (TIBFI).

Should you wish to contact the organizer regarding the event, whether to attend the summit as an attendee or an exhibitor, you may call 9280931 or 9297993 or visit this link.

Filipino Brand of Service/Front Office Training (Day 1)

An overview of the training facilitated by Mr. Martin S. Aguilar, founder and lead consultant of The Filipino Hospitality, designated as a resource speaker for the Department of Tourism - Region 12 Tourism Industry Skills Program held at Sarangani Highlands.

Video created by the Provincial Tourism Office of Sarangani.

Feel free to like our Facebook Page: The Filipino Hospitality (http://bit.ly/2D2aBXs) and our website www.thefilipinohospitality.com for more updates and upcoming hospitality and tourism events in the Philippines.

DOT holds Appreciation Gathering for Resource Speakers and Partner Agencies

Manila - The Department of Tourism, headed by the Office of Industry Manpower Development, held an appreciation gathering for resource speakers and partner agencies at the Diamond Hotel last January 5, 2017. Along with fellow ASEAN Master Trainers and Assessors as well as a variety of tourism stakeholders like representatives of Tourist police (TOPCOP), tour guides, accommodation personnel, waiters, cooks, tourist transport drivers, spa/massage therapists, retail staff, community guides, etc. we were called upon individually, to receive a Plaque of Recognition.

Opening the event was Director Rica C. Bueno, from the Office of Tourism Standards and Regulations (OTSR), who expressed her gratitude and appreciation to the resource persons and stakeholders. According to Dir. Bueno, their pool of resource speakers and range of training modules have expanded since 2010 from around 15 trainers & modules to more than 55 speakers/experts and 31 modules today and still growing.

“In 2017, DOT conducted 136 regular trainings and 187 Tourism Industry Skills Program (TISP) trainings, benefiting more than 7000 tourism workers, members of local government units and community-based organizations. With the growth of the Philippine tourism industry, the DOT’s Office of Industry Manpower Development (OIMD) will continue to implement programs, projects, Programand activities to improve the knowledge, skills, and competencies of tourism professionals. The various training programs to be delivered shall instill the Filipino values for Service Excellence: 1) Maka-Diyos (Maylikha); 2) Maka-Tao; 3) Maka-Kalikasan; 4) Maka-Bayan; 5) Masayahin; 6) May Bayanihan, and 7) May Pag-Asa”, said Dir. Bueno. “I have always believed in the Filipino spirit of genuine care and warm hospitality, the best elements in tourism service. Together with our dedicated resource speakers, DOT-OIMD will tirelessly work in transforming our tourism workers to be world-class Filipino STARs (Serving Tourists with thoughtful Attention and Respect), she added. 

For the event’s special message was Undersecretary for Tourism Regulation, Coordination & Resource Generation (TRCRG), Alma Jimenez, who also expressed her appreciation, but more importantly highlighted on her positive outlook of the industry; which was truly motivational, as there are still so much work to be done; and collectively, with the various tourism stakeholders, we can all work together and make things happen.

Tourism Industry Board Foundation Inc (TIBFI) Board of Directors with USec. Jimenez and Dir. Bueno (From L-R: Mr. Paul So, Usec. Alma Jimenez, TIBFI Chair Ma. Christina Aquino, Ms. Anabelle Ochoa-Moreno, Dir. Rica Bueno, Dra. Gloria Baken-Siy)

The author; The Filipino Hospitality’s Lead Consultant and Trainer, creator and author of The Filipino Hotelier blog, ASEAN Master Assessor Martin S. Aguilar, with Usec. Jimenez and Dir. Rica Bueno.

(From L-R) Charm Sy, Jefferson Sy, Martin Aguilar, Lax Mendoza, Tina Aquino, Belle Ochoa, Bien Claravall

Mystery Shopping Program for the Accomodation Sector

What is a Mystery Shopping Program?

"Mystery shopping or a mystery consumer or secret shopper, is a tool used externally by market research companies, watchdog organizations, or internally by companies themselves to measure quality of service, or compliance with regulation, or to gather specific information about products and services". (Wikepedia)

Why is this important for the accommodation sector? This ensures that your policies and procedures are in place and are carried out by your people. One thing is to have it in paper. Another thing is if it's being done in actual work place. That's is what's good about evaluating your system "how customer's experience it".

What happens in a mystery shopping program? There are various program executions, as it depends on the priorities of the requestor or the organization who wants their services assessed. But in a nutshell, it traces the customer experience, from pre-arrival, arrival, guest stay and departure. Some would even look at post departure programs or customer relationship management systems in place for a more holistic approach.

That is why it is important to have an assessor that is credible and with experience. One thing is seeing it "in the eyes of a customer", but another in the shoes of a hotel operator. That is why an evaluator should have the necessary "specs" and should be able to see the whole thing in both perspectives.

If you would like to know more on Mystery Shopping and see how it could benefit your organization, feel free to email us at the thefilipinohotelier@gmail.com or call/text/viber at +639369726328.

Hospitality 360: An Encompassing Perspective for Aspiring Hoteliers and Restaurateurs

http://yhrpcclashdtm.weebly.com/contact.html

Manila, Philippines - On January 30, 2016, the National Young Hoteliers and Restaurateurs Power Conference (NYHRPC) will be held at SMX Convention, Mall of Asia Complex. Now on its 6th year, NYHRPC will be carrying the theme: Honoring the Past, Treasuring the Present, and Shaping the Future.

The annual event, entitled "Hospitality 360" is indeed a power conference, having prominent speakers, such as Sen. Grace Poe, Sen. Alan Peter Cayetano, Mr. PJ Lanot, Mr. Andre Alip, Ms. Ma. Veritas Luna, and Ms. Lhorena Valerio,
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http://yhrpcclashdtm.weebly.com/contact.html

There will also be a talk show on "The Stories of Success", led by Chef Robert Franciso and Mr. Sebastian Tamayo.

Hospitality 360, for me, is the perspective in which aspiring hospitality and tourism professionals ought to be in, as the industry, in itself, is encompassing.

There are a multitudes of facets, the industry should be learned and understood. Some would say that it is rather a simple one, its all about giving the right service, at the right time, (of course, at the right price), all the time. But this is easier said than done. It's a good thing that the variety of keynote speakers may be able to give the students actual life experiences and/or situations that may minimize the gap from what is taught from the textbook and in the classroom, to what is happening outside the "real world".

Seeing the past usually gives us enough learning so that we may move forward. To honor the past, means to give value to it, because it led to who we are today, and what has become of the industry in the present. As we live in the now, and celebrate the growth and development of what has become the hospitality of today, and then, aspire and push for further innovation; this enables us to mold our aspiring hoteliers and restaurateurs as they take on the challenge and shape the future of our beloved industry.

This, in itself, makes this event a definitely must-go-to, for all Hotel and Restaurant Management and Tourism Students.

For more details about the event, you may visit their website at http://yhrpcclashdtm.weebly.com/ or email yhrpc.dtm@gmail.com. 

Why do we have communication problems with guests?

Communication is one critical aspect of being a hotelier. But so is knowing how to listen. You can be the greatest communicator, using perfect tenses and intonations, but if you do not know how to listen, you can get yourself into trouble with your guests, or even your colleagues.

According to the International Listening Association (yes, there is one), Listening is the process of receiving, constructing meaning from and responding to spoken and/or nonverbal messages (ILA, 1996). It is a process, and has a variety of types. (see types of listening).

But to put it simply, one type of listening I sometimes see with hoteliers (and my kids) is the "I-don't-really-care-what-you-are-saying" method where the receiver is already preparing what he/she is going to say, even before the giver is finished with his/her message.

In my experience, listening with empathy, with an attitude of "I-really-want-to-help-you-so-I-will-listen-not-only-with-my-ears-but-with-my-heart" kind; where the receiver listens with the intent to really seek out the core of the message. This proves to be very effective during complaints of guests, where sometimes, the concern is petty, but the guest just really wants to be heard and acknowledged.

What about you? Have you had any experience where you got into trouble because you misunderstood or spoken out of time?

National Master Trainers and National Master Assessors on Front Office Operations Training

Subic, Olongapo - Last July 13-18, 2015, a total of 18 participants from both the academe and hospitality industry practitioners, converged to attend the recently concluded National Master Trainers and National Master Assessors on Front Office Operations. The said "Train the Trainers" program was facilitated by ASEAN Master Trainer and Tourism Industry Board Chairperson and President, Ms. Anabelle Ochoa Moreno, and ASEAN Master Assessors, Mr. Felix Casin (LPU Manila Instructor/Hotel Jen), Ms. Michelle Baruc (LPU Batangas Instructor) and yours truly (hospitality consultant, resource speaker and creator of TheFilipinoHotelier hospitality blog). A convergence project promulgated by the Department of Tourism, Technical Education and Skills Development Authority, and the Tourism Industry Board Foundation, Inc., the training successfully engaged the participants to learn the ASEAN toolbox, the essence of Competency Based Training and Competency Based Assessment, and its role in the bigger picture and preparation for the ASEAN Integration by the end of the year. 

Participants from various regions were represented, and the following proved "Pass Competent" under the National Master Trainers: Ms. Maria Cristina Galang (Region III), Mr. Alvin Tan (Region IV-B), Ms. Jonna Kathryn Pasion (Region XI), Mr. Leomar Nepomuceno (CAR), Ms. Raquel Raymundo (NCR) and Mr. Freddie Quinito (NCR), who topped the class and named "Best Trainer".

For the National Master Assessors:

Mr. Elcer Cuenca (Region III), Ms. Maria Angeline De Claro (Region IV-A), Mr. Arthur Digman (Region IV-A), Mr. Abregale Joseph Monzon (Region IV-A), Ms. Maria Czarina Rancap (Region IV-B), Ms. Cynthia Fuentebella (Region V), Ms. Kristin Estores (Region VI), Ms. Lizette Billones (Region XI), Ms. Catherine Samson (CAR), Ms. Angelina Blanco (NCR), Ms. Bernadette Caballes (NCR) and Ms. Ma. Elizabeth Quirante (NCR), who proved to be the groups' "Best Assessor" in the said program. 

At the end of the activity, Director Rica C. Bueno under the Office of Tourism Standards & Regulation, Department of Tourism, ended the program with a positive note; depicting hopeful expectations on manpower development and elevating the quality of the Philippines' tourism professionals through the help of the new National Master Trainers and National Master Assessors.