FHTM Empowers Cebu's Resort Staff with Excellence in Customer Service Training
In today's fiercely competitive market, delivering exceptional customer service is not just a necessity — it is a fundamental strategy for client retention and differentiation from rivals. Understanding this critical need, a comprehensive training program was recently executed at the Palmbeach Resort and Spa in Mactan, Cebu, organized by the esteemed Faculty of Hospitality, Tourism, and Management (FHTM) on April 7 and 8, 2025. This initiative, part of FHTM's extension project emphasizing training and consultancy, aimed to elevate customer service skills among employees and supervisors alike. In the tourism hub of Mactan Island, renowned for its flourishing hospitality industry, the capacity to deliver outstanding customer service has profound implications for business success. Employees who excel in their service roles craft unforgettable experiences for both visitors and locals, significantly enhancing the overall reputation of their establishments. The training program focused on equipping participants with vital skills to meet and surpass customer expectations, emphasizing several core objectives.
Key among these objectives was the enhancement of communication skills. Effective communication with customers is essential, especially in high-pressure situations. Dr. Dinah F. Catamco, the Dean of FHTM, led sessions that covered critical techniques such as active listening, empathetic responses, and both verbal and non-verbal communication strategies. Ms. Alma M. Arnejo, Head of the BS Hospitality Management Program, underscored the importance of fostering collaboration among team members, thereby creating a supportive environment where employees can depend on each other to deliver exemplary service. Another vital component of the training was the development of problem-solving abilities. Employees were trained on efficiently managing complaints and resolving issues swiftly, transforming potential negatives into positive outcomes. Recognizing the significance of supervisors in cultivating a customer service-oriented culture, the training included specific modules aimed at enhancing their leadership capabilities. These sessions equipped them with the tools needed to effectively mentor their teams and inspire service excellence.
The program delivered a rich blend of lectures, interactive workshops, role-playing activities, and group discussions. This hands-on approach enabled participants to practice their newly acquired skills in realistic scenarios, significantly boosting their confidence in applying what they learned. Participants recognized that the initial interaction with a customer sets the tone for their overall experience; hence, techniques for greeting customers warmly and professionally were emphasized. Additionally, tailoring services to meet individual customer needs and preferences emerged as a key strategy for enhancing satisfaction.
Employees were encouraged to not only seek customer feedback but also to embrace it as a valuable opportunity for growth, reinforcing the importance of constructive criticism in the pursuit of continuous improvement. Given the increasing reliance on digital communication, the training also addressed the utilization of technology to enhance customer service, including the effective use of social media and customer relationship management (CRM) systems.
Attorney Rosell Jean Luciano, the owner of the resort, expressed gratitude for this initiative spearheaded by SLSU. The focus on supervisor-specific training reinforced the need to lead by example and foster a team-oriented atmosphere where superior customer service is prioritized.
Ultimately, the customer service training program conducted at Palmbeach Resort and Spa represents a pivotal stride toward enhancing customer engagement and satisfaction across various sectors. By investing in the development of both employees and supervisors, organizations are well-positioned to enjoy the fruits of improved customer experiences, heightened loyalty, and increased profitability. As the resort continues to establish itself as a premier destination for both local and international visitors, the enduring legacy of exceptional customer service will undoubtedly contribute to the thriving economic landscape of the region.
