PGLU Levels-up Tourism Workforce in Tourist One Stop Shops
By: Joy Ann L. Gurtiza, GPC-LUPTO | Photos By: GPC-LUPTO| Date: March 11, 2021
Tourist One Stop Shop (TOSS) Assistants undergo a practical test on the use and process of the Tara Na Travel Request System during the last day of the three-day Seminar-Workshop for TOSS Assistants on March 11, 2021 at the 3rd Basement, Sangguniang Panlalawigan Building, Provincial Capitol, City of San Fernando, La Union. The Tara Na Travel Request System is a digitalized system application that shall be implemented to register entry of tourists and monitor the influx and movement of visitors around the region using a QR Code. It shall be an added border control system for tourists once implemented. A total of 15 TOSS Assistants were hired by the Provincial Government of La Union.
The Provincial Government of La Union (PGLU) through the La Union Provincial Tourism Office (LUPTO) in collaboration with the Department of Tourism – Regional Office 1 (DOT-RO1) conducted a Tourist One Stop Shop (TOSS) Seminar-Workshop with 15 newly-hired TOSS Assistants from different Local Government Units of the province on March 9 – 11, 2021.
In his message, OIC-LUPTO Arthur S. Cortez, Jr. said, “Your function as a TOSS Assistant is very crucial. It will be face-to-face so we have thought of a special training for all of you so that you will know how to handle tourists and maintain grace under pressure.”
As regards to the reopening of tourism, a TOSS Assistant is responsible for tourists’ management such as but not limited to providing assistance and guidance to visitors/tourists entering La Union with efficient management and proper enforcement of public health and safety protocols. Specifically, a TOSS Assistant will monitor the influx and movement of visitors using an issued QR Code to each individual visiting the province. As need arises, he or she will also monitor the travel request through the “Tara Na!” System and verify/validate documents submitted by the tourists.
For the first two days of the workshop, Resource Speaker and DOT Trainor Lorie Jane V. Rosales facilitated four training sessions on “The Filipino Brand of Service Excellence,” which she defined as ‘consistently meeting and exceeding the needs of the guests or customers and providing them with memorable experiences’; “Understanding and Engaging Guests,” which is anticipating and providing the needs of the various stakeholder groups; “Delivering Service Excellence,” where she provided techniques to assist and satisfy the requests of guests; and “Service Recovery,” which is responding courteously to complaints and resolving guest concerns.
“We have to know by heart and understand the importance of excellent customer service. As members of the tourism workforce, or if you want to pursue working in the tourism industry, let us not forget to put attention to the services that we provide. We must be competent in providing excellent, world-class service,” Rosales shared. After all the discussions, a “Re-discover La Union” quiz game for the participants was also conducted.
For the third and last day of the seminar, Mr. Cortez, Jr. discussed the State of Tourism Industry in the Province of La Union including the tourism products and services of the province and current plans and programs of the LUPTO. He also facilitated training activities in preparing and presenting a guiding script and site commentary. He congratulated all the participants for completing the training as TOSS Assistants and encouraged them to continue enhancing their skills as future frontliners.
On the other hand, Supervising Tourism Operations Officer and DOT-RO1 Accreditation Officer Edilberto D. Littaua, Jr. shared the processes involved in Tara Na (R1 VISITA) travel request system and demonstrated how it works. As the culminating activity, the participants underwent a mini-workshop which also served as their practical test. They were given the chance to perform their functions as TOSS Assistants through role playing presentation, applying all the concepts and techniques that they have learned which were critiqued by the technical staff from DOT-RO1 and LUPTO.
The training was designed to enhance the skills and knowledge of TOSS Assistants as one of the frontliners who have direct contact to visitors/tourists.
