Published May 25, 2025 by Campus Information Office
The Department of Tourism (DOT) Region 02, in collaboration with the College of Hospitality Management of Cagayan State University–Gonzaga, conducted a two-day Filipino Brand of Service Excellence (FBSE) seminar on May 23–24, 2025, aimed at instilling the core values of Filipino hospitality and service excellence among future tourism and hospitality professionals.
The event, held on the CSU-Gonzaga campus, was part of the DOT’s nationwide FBSE campaign — a flagship initiative that promotes uniquely Filipino values such as warmth, empathy, and malasakit, transforming them into tools for world-class service delivery in the tourism industry.
Students from the College of Hospitality Management participated in the seminar, which featured discussions on key topics including:
The Philippine tourism industry
The 7 M’s of Filipino hospitality
G.U.E.S.T. steps to service excellence
H.E.A.R.T. of service recovery
Handling complaints and applying the H.E.A.R.T. method
Declaration of commitment to service excellence
The sessions were facilitated by DOT Region 2 FBSE trainer Mr. Romeo Caranguian Jr., with active engagement and workshop participation from the students.
The seminar was graced by DOT Region 2 Regional Director Dr. Troy Alexander Miano, who was joined by FBSE trainers and Ms. Sally Vitug from the Cagayan Provincial Tourism Office.
In his opening message, Dr. Froilan A. Pacris, Jr., CEO of CSU-Gonzaga, emphasized the deeper calling behind hospitality work.
“Hospitality is not just a job — it is a calling. A calling to serve with excellence, to lead with values, and to uplift the Filipino identity wherever you go in the world,” he said.
“I challenge you: embrace this training not just with your minds, but with your hearts. Let it shape your outlook, refine your character, and guide your journey towards becoming truly holistic hospitality professionals.”
The CEO likewise shared to the DOT Head and staff various engineered bamboo products of the campus.
The seminar concluded with a dynamic workshop, participant feedback, and reflections — highlighting the students' renewed commitment to embodying the heart of Filipino service in their future careers.
Information and Photos: Office of the Dean, CHM