Analysis Of The Filipino Brand Of Customer Service In The Accommodation Sector

Abstract

In recent times, accommodation and hospitality industry is one of the fastest growing sectors because of significant tourism campaigns, government efforts, and development of economy. This industry requires manpower who are proactive and compassionate to their guests. Filipinos manifested such qualities which made the country as the supplier of manpower to other countries. The purpose of this study was to determine the Filipino brands that represent the hospitality manpower and explore the actions that demonstrate these qualities. Thirty-two (32) participants were purposively sampled, 16 as front desk officers in hotels Zamboanga City and 16 as general customers. Findings indicated that there were major characters that Filipino workers in accommodation industry demonstrated. Some of the character include dedication, Filipino warmth, friendly, tactful, and articulate. The natural disposition of Filipinos to be happy and friendly plays a significant role in customer service interactions, making customers feel welcomed and valued. Filipino brand of customer service in the accommodation industry is built on a foundation of hospitality, positive attitudes, and a genuine desire to ensure customer satisfaction. These characteristics, along with the training and proactive management of human resources, contribute to the growth and success of the accommodation industry in the Philippines, attracting more tourists and foreign business travelers to the country.