Reinforcing Excellence with Empathy, the Filipino Way
Written by Mary Joy Limpin, CGSP, MAHE (Director, HRMC)
In a significant step toward enriching service excellence, the University of Baguio Human Resources Management Office, in collaboration with the Department of Tourism (DOT), held a special training session titled “Filipino Brand of Service Workshop” for all non-teaching personnel.
This initiative was conducted under the SPARK Program (School Personnel Advancement through Reskilling and Knowledge Sharing)—UB’s flagship platform for reskilling and professional development among its non-teaching workforce.
Held in a spirit of unity and continuous learning, the training welcomed more than 240 staff members from key administrative and support offices—ranging from Finance, Admissions and Records, Procurement, Student Accounts, and the Clinic to other frontline and auxiliary services. These offices represent the university’s first point of contact for students, parents, guests, suppliers, and partners.
“Service with a smile is good. But service with heart is better.”
— DOT Trainer, during the session
With the DOT’s guidance, the workshop introduced the essential principles behind the Filipino Brand of Service Excellence—a globally recognized framework centered on malasakit, authentic warmth, and the deep-rooted Filipino value of pakikipagkapwa-tao.
The energy in the room was palpable as staff explored new ways to demonstrate hospitality and care in their daily interactions. Role-playing activities, reflective sharing, and practical service simulations gave participants a fresh perspective on how their work directly shapes the UB experience.
Through this collaboration, the university reaffirmed its mission to cultivate a strong service culture built on professionalism, compassion, and Filipino identity.As part of UB’s continuous professional development journey, this SPARK-led initiative not only upskilled staff—it reminded them that great service is not just about systems, but about sincerity.
SPARK is one of UB’s signature development programs for non-teaching personnel. It focuses on advancing workplace excellence through skills upgrading, knowledge sharing, and values formation.
