I.

Description of the Establishment

The City Tourism Operations Office is a one story establishment, made of concrete walls and the
windows are covered with thick gray metal bars. While entering the establishment, there are
varieties of pot with a non-plant on it, yet it makes the surrounding looks attractive.
Inside the office the first thing that you will see is the Public Assistance and Complaints Desk and
on the counter part you can also see native decorations that makes the office even more attractive,
furthermore there are frames where you can see the different events that happened in Tacloban
City like Parade of lights. The Cultural Sites like Sto. Nino Shrine is also present in the city.
VISION:
The city tourism operations office will be a primary engine of growth for the city government
promoting the city as “MUST EXPERIENCE” destination with a rich history and culture heritage
coupled with sustainable and competitive tourism products and services that promotes inclusive
growths.
MISSION
To achieve our vision we are committed to:

 Preserve and enrich historical and cultural heritage awareness.

 Provide effective and efficient service delivery.
 Provide adequate and functional infrastructure and support facilities four tourism-related
projects and programs.
 Strengths people’s participation in tourism projects, programs and facilities.
 Pursue sustainable development and proper utilization of natural resources.
 Encourage investments for competitive tourism industry.
City Tourism Operations Office is located at Rizal Park, Downtown, Barangay 25 Tacloban City.
II. Identify the Services Offered

FRONTLINE SERVICES PROCEDURE

1. Receiving of incoming Record documents and forward to the person incharge

documents

Issuance of Tourism
Certificate

1. Receive and check business permit application form

2. Asses Tourism/Certification fees
3. Payment Tourism/Certification fees
4. Prepare/Encode of Tourism Certification
5. Release of Tourism Certification

2. Tourism Information Brochures and other information materials are given to the
Assistance requesting tourist
3. Tour Guiding and VIP 1. Records and forwards to the person in charge
close in activities/services 2. Coordinate with requesting party for the activity details &
itinerary preparation

III. Identify the Manner of Receiving Guests/Clients

provide adequate nad functional infras

The City Tourism Operations Office staffs are very welcoming, they greet us with a smile and ask
our concerns with politeness, we did not feel intimidated because they really seem nice and
approachable. Ms. Ruby P. Balayanto, the City Tourism Officer 1 was also smiling when she saw
us, with eagerness to answer our queries, she even forgot to introduce her name and ask what she
can do for us. While discussing we can see in her face that she is really happy to be discussing
their services offered to us, she even gave us an advice to be a good front liners someday.
Therefore, I conclude that the manner of the staff/officers there when they are receiving guests
and clients is great. They are really hospitable people willing to help and give good services.
 QUALITY SERVICE MANAGEMENT

CITY TOURISM OPERTAIONS OFFICE

(TACLOBAN CITY)

TOURISM RELATED GOVERNMENT AGENCY GROUP

MEMBERS:

BALEOS KINJI
BOLIMA, RYAN MITCHEL
CABELDO, JUSTINE MAE
CANARES, JOREDIE
GO, JAMES ENDRICK
JABONETE, JONALYN
JAVINES, JESSELLE
LANDICHO, CHRISTIAN JOSEPH
LLAGAS, JEAN DANVIL
MONTALLANA, JAKE
MONTEJO, NORY ANN
PADAON, IRENE
PEUSCA, NOEZICA
PLAZO, RIGIEA
SUMAGANG, DEDRIE JOED
TEODORO, CRIS ARDIAN
IV. DOCUMENTATION