INTRODUCTION

Calling the attention (2x) of Chim students bounding to Our Lady of fatima, University Quezon City campus.
Ramos: Mabuhay! Ladies and gentlemen, welcome aboard air Fatima flight 124B bound for Quezon city campus, we are
here to present to you the importance of delivering quality service.
(Video Presentation)
Princess: Delivering quality service is an important role in any business to thrive. It’s not just about meeting expectation,
it’s about exceeding them and creating a positive experience that leaves customers feeling valued and satisfied.

(For ppt)
Discussion (Ramos)
(introduction) The tourism and hospitality industry is one of the most vibrant sectors in the global economy, and
in the Philippines, it plays a critical role in showcasing the country’s culture, natural beauty, and warmth. Central to the
success of this industry is the ability to deliver quality service and ensure customer satisfaction. For Filipino service
providers, this is particularly important, as they represent not only global standards of hospitality but also the unique
warmth and hospitality associated with Filipino culture. Despite this inherent strength, there are significant gaps and
challenges that can hinder the delivery of world-class service in this industry.

Gaps and Problems:

Inconsistent Service Delivery: Despite the strong cultural foundation of Filipino hospitality, the quality of service can vary
significantly between establishments or regions. Inconsistent training, differences in management practices, and lack of
staff development programs can contribute to this inconsistency.
Overcrowding and Overbooking: The rise of mass tourism and the growing number of travelers can sometimes lead to
overcrowding in hotels, resorts, and popular tourist destinations. This not only impacts customer satisfaction but also
places a strain on resources, making it difficult to maintain high service standards.
Understaffing and High Employee Turnover: In many hospitality businesses, especially small and medium enterprises,
there is often an issue of understaffing, which results in overworked employees. Additionally, high turnover rates in the
hospitality sector can lead to a lack of continuity in service delivery and inconsistency in customer experiences.
Lack of Innovation and Adaptation: While Filipino hospitality remains a strong selling point, the tourism and hospitality
industry must adapt to new trends and customer expectations. Failure to integrate modern technologies, such as digital
check-ins or AI-driven customer service, can result in outdated service models that frustrate customers.
Cultural Disconnect with International Guests: While Filipinos are generally welcoming, the personal touch of Filipino
hospitality may not always resonate with international visitors who are unfamiliar with the culture. The challenge lies in
striking a balance between retaining the authenticity of Filipino service and meeting the diverse expectations of a global
clientele.

(body)
(Quinco) Components of Delivering Quality Service: (ang ilalagay lang sa ppt is yung mga naka bold wag yung
meaning)
 Defining Service Standards: Clear service standards help staff know what’s expected of them. This aligns their
work with the company’s goals. It’s a guide for top-notch service in hospitality.
 Employee Training Programs: Training keeps staff up-to-date with the latest skills and knowledge. It’s crucial
for keeping quality high in hospitality. This ensures staff can meet changing guest needs.
  Performance Measurement: Tracking service performance helps find what’s working and what’s not. Regular
checks are important. They help spot where service can be better and how to improve.
 Customer Feedback Systems: Feedback from guests is very valuable. It comes from surveys, online reviews, and
comments. This feedback helps make services better, improving both quality and the guest experience.
Inline with this are; (mga naka bold lang din yung ilalagay wag meaning)
(Ramos)*1. Service Product* In tourism and hospitality, a service product isn’t just about the physical things you
provide, like a meal or a room, though those are important. Instead, it's the entire experience that a guest gets when they
engage with your business. This includes not only the tangible aspects (like amenities) but also the intangible elements—
like the ambiance, the personal touch of service, and how guests feel throughout their experience. It’s about creating a
holistic, memorable interaction for customers.
(Ramos)*2. Service Industries* The tourism and hospitality industry may seem like a “service industry,” but it’s
important to realize that every industry, in some way, provides a service. As Theodore Levitt pointed out in 1972, there’s
no clear distinction between “service industries” and other industries—every business, whether it’s selling goods or
experiences, has a service component. In hospitality, however, the service component is more pronounced and plays a
pivotal role in defining the customer’s overall experience.
(Quinco) *3. Goods to Services to Experiences* In today’s world, simply offering good products or services is often not
enough. The shift from a goods-based economy to a service-based one has now evolved into an "experience economy." As
hospitality organizations understood early on, people are no longer just seeking quality services—they are looking for
experiences that engage their emotions, memories, and personal desires. Guests expect more than just a bed and a meal—
they want an experience that feels unique and enriching.
(Quinco) *4. Understanding the Guest* A well-run hospitality business knows that every guest is unique. It’s not
enough to treat guests as part of a generic group. Each person brings different needs, expectations, and desires. Successful
companies go beyond general demographics (like age and gender) and delve deeper into psychographics—understanding
guests’ attitudes, values, and expectations. By understanding the capabilities of their guests, including how much
knowledge or involvement they seek in creating their experience, businesses can tailor their services to provide a truly
personalized experience. When companies treat guests as individuals, they enhance satisfaction and loyalty. In summary,
delivering quality service in the tourism and hospitality industry is about offering more than just a product or service—it’s
about creating meaningful, memorable experiences for each guest, based on a deep understanding of their needs and
preferences.

(Ramos) SERVICE NATURALS

In the tourism and hospitality industry, "service naturals" refers to individuals who have an innate talent or a
natural flair for providing exceptional customer service. These are people who are naturally empathetic,
approachable, and skilled at anticipating and meeting guests' needs, often going above and beyond to create
memorable experiences.
(Questions)
(Ramos) what is the importance of service naturals?

Key Traits of Service Naturals: (yung mga title lang ilalagay like empathy)

 Empathy: They genuinely understand and care about the feelings and needs of others.
 Communication Skills: They can effectively and warmly communicate with guests.
 Proactive Problem-Solving: They instinctively identify and address issues before they escalate.
 Passion for Service: They enjoy helping others and derive satisfaction from guest happiness.
 Adaptability: They can adjust to diverse guest needs and handle unexpected situations with
ease.
  Positive Attitude: They exude enthusiasm and optimism, which uplifts guest experiences.
 Attention to Detail: They notice the little things that make a big difference to guests.

All of this traits may lead to customers satisfaction.

(Quinco) Exceptional Quality Service:

Philippine Airlines

Philippine Airlines (PAL) is a prime example of exceptional quality service because of its commitment to
delivering a world-class travel experience rooted in Filipino hospitality. Known as the "Heart of the Filipino,"
PAL consistently goes above and beyond to ensure customer satisfaction through personalized care, innovative
service offerings, and operational excellence.

Conclusion:

The tourism and hospitality industry in the Philippines has a remarkable opportunity to build upon the rich
cultural heritage of Filipino hospitality. However, to remain competitive in an increasingly globalized market,
the industry must address key gaps in service delivery and adapt to evolving customer expectations. Ensuring
consistent, high-quality service and customer satisfaction is crucial for long-term growth and the continued
success of the tourism sector. For Filipino service providers, maintaining their cultural values while integrating
modern service standards and innovations will be key to their future success.

Resolution:

1. Comprehensive Training and Development:

One of the most effective solutions to bridging the service gap is investing in staff training programs that
emphasize both technical skills and cultural values. Regular training on customer service excellence, conflict
resolution, and product knowledge will help employees provide consistent and high-quality service.
Additionally, focusing on leadership development can create strong management teams that model exemplary
service for their staff.

2. Implementing Technology to Enhance Service:

Modernizing the industry with technology can address operational inefficiencies and enhance the customer
experience. Digital check-ins, smart room features, and AI-powered chatbots for customer service can
streamline processes and improve guest satisfaction. Offering mobile apps for personalized experiences or
contactless services can appeal to both local and international visitors who value convenience.
3. Maintaining Service Consistency Across Regions:

To ensure a consistent standard of service, it’s essential for the tourism and hospitality industry to set clear,
measurable service standards and ensure these are adhered to across all properties, regions, and establishments.
Establishing certifications or awards for excellence in customer service can also motivate businesses to maintain
high standards.

4. Fostering Employee Satisfaction and Retention:

Reducing employee turnover in the tourism and hospitality industry requires creating a positive work
environment that values staff welfare. Offering competitive wages, benefits, career advancement opportunities,
and recognition programs can help retain skilled employees who are passionate about delivering exceptional
service. When employees feel valued, they are more likely to provide customers with the same level of care.

5. Adapting to Customer Diversity:

While Filipino hospitality is a hallmark of the industry, businesses must be mindful of the diverse needs and
expectations of global customers. Developing cultural awareness programs for staff, offering multilingual
services, and customizing services for different types of travelers (e.g., eco-tourists, luxury travelers, or digital
nomads) can ensure that Filipino hospitality remains relevant and resonates with all guests.

In summary, by strengthening service delivery, fostering employee development, leveraging technology, and
staying true to the Filipino cultural values of warmth and care, the Philippines' tourism and hospitality industry
can overcome existing challenges and position itself as a global leader in exceptional service and customer
satisfaction.