The University of Baguio (UB), in collaboration with Asia World Hospitality-AHLEI, conducted and hosted a guest service workshop for students, faculty members, and industry practitioners last May 15-17 at the UB-SIHTM Function Hall.
The Certified Guest Service Professional workshop, facilitated by June Lucero-Antonio, former UP Asian Institute of Tourism professor, tackled the rules in customer service and in building relationships with customers. Among the elements needed to upgrade one’s customer service skills, as the speaker highlighted, are the following: authenticity (keep it real), intuition (read the need), empathy (use your heart), champion (be a guest hero), delight (provide a surprise), delivery (follow through), and initiative (make the effort).
A seven-part set of guidelines – which the speaker calls “seven golden opportunities” – was also discussed: recovery (turn it around), personalization (provide an individualized experience), knowledge (be in the know), passion (inspire others), commitment (be all in), inclusion (include everyone), and personality (be yourself).
The impact of online reviews was also talked about, as well as understanding ratings and popularity rankings, influencing customers, managing guest expectations, and preventing fraud.
A certification examination for the participants was administered in the afternoon of the third day of the event. The certification, which is equivalent to an international qualification, can be obtained by administrators, faculty members, industry practitioners, and students.
Participants during the workshop were from UB, Saint Louis University, De La Salle - College of Saint Benilde, The Manor Hotel, Forest Lodge, Baguio Country Club, Orchard Hotel, and Lafaayette Luxury Suites Resort.
Asia World Hospitality is the authorized representative of the American Hotel & Lodging Educational Institute.
A group of participants take the certification exam.