Cebu Grand Hotel upgrades service standards through 5S

The golden hue of this 7-floor building at the busy avenue of Cebu's Escario Street always catches passers-by's attention. More to its strategic location in the heart of the Queen City of the South, Cebu Grand Hotel (CGH) is the home of tourists from different parts of the world. For these tourists, staying in Cebu Grand Hotel is experiencing the Cebuano's essence of warmth and hospitality.

CGH General Manager Benjamin Borromeo disclosed, "What makes Cebu Grand Hotel special is its people. They are our greatest assets."

Mr. Borromeo believes that the staff pilots the success of any endeavor. And for the hotel to deliver the quality and personalized service to its visitors, "we make it a point to update our employees with the latest trends in world class customer service and management systems."

As proof of this effort, Cebu Grand Hotel just recently underwent a 2-day seminar on Japanese 5S Management System.

This system is derived from the Japanese "5S Philosophy." 5S represents the 5 "ways of life" of the Japanese since the dawn of their industrialization. The 5S are: SIERI (sort), SEITON (Systematize), SEISO (Sweep), SEIKETSU (standardize) and SHITSUKE (self-discipline).

Mr. Exequel R. Sarcauga of the Regional Tripartite Wages and Productivity Board (RTWPB), in his spirit of volunteerism, facilitated the "5S installation seminar" to 35 participants from the different departments of Cebu Grand Hotel, such as Housekeeping, Food and Beverage, Front Office, Maintenance, Accounting and Sales/Marketing, together with CGH President Benjamin N. Borromeo.

"The (5S) system aims to eliminate unnecessary items from the workplace, improve order and tidiness, maintains a clean workplace, ensuring that a workable system is in place and that these improvements are sustained," Mr. Sarcauga explained.

Mr. Sarcauga underscored that quality service is a product of a well-organized working area and management.

"After the seminar, we were able to form committees that will guide in the implementation of the program," CGH Operations Manager Ronaldo Puzon disclosed in this interview.

The newly appointed 5S Committee officers are Reynaldo Carabio (5S Chairman), Karen Jakosalem (Planning and Documentation), Cherry Pinton (Education and Training) and Julius Samson (Monitoring and Evaluation).

Mr. Puzon is positive that with the system in place and with constant monitoring, Cebu Grand Hotel will set the standard consistently to meet the various demands of each visitor.

"My office also acknowledges the support of the CHG President together with the rest of the family who is actively participating in the day-to-day hotel operations," OM Puzon adds.

Implementing world-class management systems like 5S means a whole lot of advancement in CGH for total customer service.

Fully equipped with bar, restaurants, seminar facilities, a roof garden and other amenities, Cebu Grand Hotel has 99 comfortable and cozy rooms and suites that can delight the discriminating clients. And at very competitive prices.

For more information, call 254-6331 and 254-6363 or log on to www.cebugrandhotel.com. (Ruben Licera, Jr.)