Showing posts with label PAL. Show all posts

The Consistency of PAL- Davao in Maintaining

The Airline’s High Quality of Service Standards

By Apolinario Villalobos

Davao station of Philippine Airlines is considered as the hub of its operation in Mindanao and lately, its scope extends to the neighboring Asian countries. As I have worked with the said company for a little more than twenty years and left it during the early years of the new management’s take over, I can very well say that I have an idea of what had been and what are being done as regards the customer satisfaction which fortunately has been maintained due to the consistency of the airline’s high standards.

According to Mr. Vic Suarez, the new Head for Mindanao Sales Area, the airline will not compromise its high standard by scrimping on other aspects of operations as some sort of an offsetting, most especially, by offering low fares, except the seasonal promos. High quality of service can only be assured if there is enough manpower that can attend to the requirements of customers. As can be observed, all ticketing offices and the check-in counters at the airport terminals are adequately manned by equally vibrant personnel of Macro-Asia. Mr. Suarez is supported by Ma. Leana Sanga, Secretary; Edgardo Ramos, Staff Assistant; and Ricardo Ambrosio, Sr. Market Planning Analyst.

If international cuisine has its “fusion” dishes concocted based on different cultural influences, PAL has its “fusion service”. It is my own terminology and I came up with it in view of the harmonious co-operation of service providers and the held-over organic PAL employees. As in Manila, this unique and harmonious fusion of effort is also found in the operation of PAL in Davao. The ticketing office at the Davao airport is manned by the organic PAL employees, while the check- counters, load control, and the Mabuhay Lounge are manned by the young staff of Macro-Asia. Behind them, such as the Airport Service Manager, Ms. Ludy Bagares and the Customer Service Officers are all organic PAL employees. Helping them out in the overall operation is Excellent, the manpower agency that provided the aircraft cleaning crew, janitorial and porter service.

The Customer Service Officers who have spent a good number of years with PAL are Leonilo Abella, Ernie Adrias, Archie Batu, Karlo Respicio, Marlon Rosales, Allen Dizon, Art Migalben, and Anthony Paradela, with the last four mentioned also handling Cargo.

The Macro-Asia Supervisors are  Charlie Erojo, Erwin Tongco, Dennis Tiamson, Rommel Covarubias and June Dalisay. The Passenger Services Agents is Ruben Maglaya; and Cargo Service Agents, Ben Arcayan and Julbert Nolasco. The ramp area is handled by the Ramp Service Agents, Ruel Catao, Cyril Pollaris and Joel Montales, while the Ramp Equipment Repairman is Lambert Lazaro.

Ms. Bagares expressed that so far, their operation is smooth and without any hassle as the traditional and high PAL standards are maintained to ensure that the customers get the commensurate worth of what they paid for to reach their destination safely. 

Joery Falloria: Surviving Typhoon Yolanda

And Life’s Excruciating Challenges

(…unsung hero of Philippine Airlines)

By Apolinario Villalobos

Just like most of Philippine Airline marketing and airport personnel, Joery started his career at the lowest rung of the airline’s corporate ladder which is his case was as a porter. Although, the trainings involved courses on cargo handling, passenger check in, basic domestic ticketing, and customer handling, the employee of “long ago” cannot say no, if he was assigned at the airport to haul carry checked-in baggage and cargoes on tow carts from the terminal to the aircraft. This was what Joery experienced when he joined the airline.

The kind of exposure that an employee gets has been actually designed to toughen and prepare him for more responsibilities ahead as he advances in his career. It makes the employee some kind of a well-rounded guy – an airline man who can later handle responsibilities as manager. Joery has marshaled incoming aircrafts to guide them to their slot in the tarmac, computed weights to be loaded for safe flight,  which included those of cargoes, checked-in and carry-on baggage, as well as passengers that also include the crew and paying ones.

Along the way, he was also trained to handle PAL customers, be they walk-ins who would like to make inquiries or purchase tickets. To cap this particular training, he was also fed with knowledge on values and attitudes to maintain the high quality of service standards that his person should exude. It was a long journey for Joery from the airport ramp as loader to his present managerial position as Head of the Tacloban Station. It was a journey beset with financial difficulty and emotional pressure. But he made it….on August 15, 2015, he was designated as Officer-In-Charge of Tacloban Station, a managerial position.

It was while navigating his challenging career path that he met Pomela Corni Tan who eventually became his wife, and who gave him two offspring, Anthony who is now a registered Nurse working with the Davao Doctors’ Hospital, and Mary Rose, on her second year of Veterinary Medicine course at the VISCA in Baybay City.

The typhoon Yolanda devastated Tacloban to the maximum, and recovery was even more challenging, as Joery and his local PAL team, worked hard to rise from such disheartening situation. To make PAL operational again, he had to coordinate with concerned government agencies and the head office in Manila for replacement of lost equipment and office supplies, as well as, reconstruct destroyed records. The story of recovery that was woven around the effort of the PAL Team, with Joery at the helm, was just one of the many that inspired many people around the world.

With Tacloban City propped back to normalcy, Joery resumes his overall administration of the whole Tacloban station that includes routine calls on travel agents, issuance of tickets and airport operation. His free time is spent on spiritual-related activities of the Our Lady of Lourdes Parish, being a Lay Minister. He is also an active officer of their homeowners’ association.

Over a simple lunch at the canteen of SSS near the PAL Administrative Offices in PNB building, he confided that he feels blessed for working with the airline. And, as the company is in its recovery stage, he has committed himself to do his best as part of the team. In a way, Joery has survived the various changes at the top management of the airline…just like the survival that he experienced when typhoon Yolanda devastated their city.

Michael Villaflor, Jr.: Profile of Diligence and Humility

…another “unsung hero” of Philippine Airlines

By Apolinario Villalobos

When Michael Villaflor, Jr, or “Mike” to his friends and family was looking for a job after graduating from Mapua Institute of Technology with a Management Engineering course, the country was in its economic and political healing stage after Ferdinand Marcos was successfully ousted by the “People Power” which saw the installation of Corazon Aquino into presidency.  It was during this uneasy period when Mike initially tried his luck for a job in San Miguel Corporation. Unfortunately, the company was giving priority to applicants who graduated from the University of the Philippines and Ateneo. He went through similar discouraging experience when he applied at Philippine Airlines which was giving priority for applicants from the two aforementioned universities, as well as, the De La Salle University.

His persistence, however, in following up his application with PAL paid up when he was finally given the chance to undergo an interview and a series of written exams which he passed with flying colors. For assignment, when he visited the Office of the Metro Manila Sales in March 1986, headed by Milagros Limgenco, without much ado, he was sent to the Escolta Ticket Office to immediately render duty as Information Clerk. Due to his remarkable good performance, in less than a year, he was promoted as Cash Custodian, then, as Domestic Ticket Representative in the same ticketing office. In 1988, he was further promoted as Integrated Ticket Representative, a job which required him to compute international fares, as well. Unfortunately, on that same year, the Escolta Ticket Office was closed which caused his transfer to the Makati (Greenbelt) Ticket Office.  A little later of that same year he was transferred to the Taft Ticket Office, located on the ground floor of the Philippine Women’s University.

In early 1989, he retraced his steps to the Metro Manila Sales Area, but this time, with a new appointment as Sr. Market Planning Analyst under Marcial Zamora. His fast journey along the path of his corporate career brought him the following year, to the position of Staff Assistant for Luzon Sales Area which was merged with Metro Manila Sales by the VP-Sales and Services, Avelino Zapanta. This time, he worked under Teresita Al Luna.

While the career of Mike was gaining momentum, the general economic situation of the country was at its crucial that resulted to a slow down. Meanwhile, the management of the airline changed hands from Eduardo Cojuangco to Lucio Tan. In addition to the airline’s struggle to keep afloat, there were also problems that had to be dealt with – those of  PALEA (Philippine Airlines Employees Association) and the ALPAP (pilots’ and flight attendants’ association), which finally resulted to the temporary closure of the company in 1998. During the time, Mike was under Danny Lim who was at the helm of the Metro Manila and Luzon Sales.

When Philippine Airlines resumed its operations, Mike was transferred to its “flagship” office located at S & L building along Roxas Boulevard as Staff Manager in place of Atty. Cris Pascual, to work under Enrique Javier, the Country Manager for Philippines and Guam. Later, all PAL offices at S & L building were transferred to the airline’s Learning Center along Padre Faura, where he worked under different Country Managers such as Marilla Revilla, Genaro Velasques, and Dina May Flores.  When the San Miguel Corporation took over the company, it installed Salvador Britanico, Jr., as the Country Manager, and it was during this time that finally, Mike got his biggest break when he was appointed as Area Sales Manager for Luzon and Metro Manila.

When the Lucio Tan Group of Companies took over PAL from San Miguel Corporation in September 2014, Mike retained his job to work under his current boss, Harry Inoferio, who is virtually on a “home coming” stint, for he had spent a good number of years with PAL until he resigned to work with other airlines. Mike is doubling his effort, especially, at this critical moment of the airline industry under the shadow of the “open air policy” which is characterized by the cutthroat competition posed by locally- based airlines, as well as, foreign carriers that offer attractive fares. Despite the challenge, according to him, PAL is unfazed because its on-time departure reliability aside from its overall excellent service, have always been traditional trademarks that keep it flying with pride. Many passengers, especially the finicky, learn the lesson that a low fare can never replace an excellent service which is equated with comfort all the way of the flight, especially, long haul ones, hence, they go back to PAL after a “sad experience”.

In the office, Mike is ably supported by his equally diligent secretary, Melle San Jose Artillaga, who like him is equally meticulous in carrying out her job. And, at home, he is supported by his wife, Madeline and children, Mara Louise, Michael III, and Louise who understand his coming home late due to meetings. With all the challenges that he enjoys and the compassion of people around him that lightens his burden, he considers himself lucky and successful, yet feels at the same time, that he could still do more for the company.

To date, with a contented smile, he looks back to the day he was given a great opportunity by PAL which put him on the best career path, more than reason enough for him to continue doing his best. He also considers the short administration of the San Miguel Corporation as a good karma because it was during such time, while working with Salvador “Bud” Britanico, that he became a full-fledged manager.

But, most especially, for what he is now, Mike thanks his parents, Remy and Michael Sr. They molded him into a humble person who can work with utmost diligence and patience under pressure. Admirably, both parents who were supervisors of PAL then, did not try to use their influence when he was applying for a job in the company, as they wanted him to prove his worth on his own. Michael Sr. was a Ticket Office Supervisor (later on, a Manager), while Remy was a Desk Supervisor (later on, a Manager) of the Reservations Department.

Farewell…Eboy

(for Eboy Jovida)

By Apolinario Villalobos

In this world you’ve ceased to live

But in our heart and mind

You shall linger with a smile -

And, it shall never fade in time.

You’ve tried to be the best you could -

Husband, father… friend

In songs you have crooned

Even the calm you well feigned.

Farewell…to the best father, farewell!

Friend, you’re a delight

Ride on the glory of our love

As you journey towards that Light! 

The Indefatigable Esperanza (Inday) Hilado

…friend, sister, mother, secretary, Sales Executive

By Apolinario Villalobos

For most people who know her, she was “Inday”, although, her other nickname was “Pancing”. She was a centenarian, having reached the age of 100 years last July 22, 2015, for which she was honored with a certificate given by the Quezon City government.  She died peacefully just when 2015 was bidding 2016 goodbye, particularly on January 14, at exactly, 11:15 AM. The tragic information that I received came from Gel Lagman and Mona Caburian-Pecson, former colleagues in Philippine Airlines.

Inday came from the well-to-do clans of Fontanilla and Hilado of Negros Occidental in the Visayas region of the Philippines. Her parents were Paz Fontanillla and Ignacio Hilado, and she came third in a brood of seven, such as, Clarita, Florita, Hermenia, Gloria, Enrique and Godofredo. Inday chose to stay single her whole life.

According to Tessie, Inday’s niece, who at 74, looks more like a little more than 50, she immediately came home when informed about the demise of her aunt, as she knew that with her were only her trusted caretakers, Rudy Lopez and his wife,  Muding (Modesta). Rudy was her loyal driver since 1975, and got married in 1992 to Muding who in no time treated the former like her own mother. Since the first day of her arrival, Tessie practically did everything with the help of her assistants that she brought from America, as well as, Rudy and Muding.

My fondest memory of Inday was our working together as part of the International Sales-Philippines (ISP) Team of Philippine Airlines (PAL) based at the S&L Building along Roxas Boulevard, in Ermita, Manila. We were under Rene Ocampo and later, Archie Lacson, as the Regional Vice-President of the Philippines and Guam Region. However, due to our well-defined function as members of the Sales Team, we were directly under Dave Lim, Assistant Vice-President of the ISP. Inday was handling the special account of manning agencies for seafarers and despite her age, being the most senior in the team, she proved to be just very effective. She reported to the office before eight in the morning, prepared her itinerary for the day and persistently made follow ups on previously requested bookings for her clients. I also used to help her with her weekly and monthly sales reports by typing them for her. She even stayed late when there were social functions to fete our clients, particularly, the travel agents and manning agencies.

The job of Inday was very critical as PAL fares were comparably higher than those offered by the other airlines for the seafaring segment of the airline industry. But motherly insistence and affectionate cajoling of travel agents worked almost all the time. To show her gratitude to her clients, during Christmas she would give them her own personally-purchased gifts, aside from the standard “give-away” items from our office that included calendars. Being in-charge of the Region’s administration, I would give her extra calendars and “give-away” items.

We were close to each other, such that we sat side by side during most of our Monday Sales Meeting. It was this literal closeness that gave her the opportunity to offer me her share of snacks served during the meeting. She was also very conscious about her health, as she ate only small portions of food during mealtime at the canteen. One time, however, during a party, I admonished her for eating plenty of “lechon” (roasted pig).

A terpsichorean in her own right, she would sashay with graceful cha-cha and tango moves around the dance floor during our parties. She admitted to me though, that she was really fond of ballroom dancing, and even confided the information about the pre-war public dances that she attended at Luneta (Rizal Park) every December, when she was young. Her love for life could have given her the vigor that kept her going even at an age beyond seventy which was the last time I saw her when I left Philippine Airlines.

Inday may no longer be around, but she left a legacy founded on love, as well as, diligence and dedication to job. She was unquestionably unselfish and indefatigable in many ways. She also proved that goodwill indeed works, as her staying “single” did not deprive her of families because of her altruistic ways. She had her colleagues in PAL, and who gave her love in return for her motherly and sisterly affection….they, who have become her family until she left the company. Rudy Kong whom she served with utmost loyalty as secretary in PAL, took her in as part of his own company when she finally left the airline. She also had Rudy Lopez, her loyal driver, and his wife, Muding, who stood by her side till she drew her last breathe. She loved them all, and they all loved her… and, just as what the popular adage says… love begets love.

“Work Hard in Your Youth”…a Wise Reminder

From Manny Relova, PAL’s Hardworking “Salesman”

By Apolinario Villalobos

This blog is about a guy who propelled his way to success by working hard since his younger days. The name may not be familiar with other viewers, especially, those who were not connected with Philippine Airlines. What I would like to impart here, however, is his philosophy in life which is worthy of emulation, in the face of the prevailing attitude of today’s youth.

Manny Relova worked his way up the corporate ladder of Philippine Airlines which he joined after leaving his job at the Elizalde Publications, as Circulation Manager. The said company was known for their Evening News and Bulaklak Magazine. The job honed his expertise in operation and handling of people, a responsibility that he held as a young man and which became useful when he joined the country’s flag carrier.

In 1970, he joined the Marketing and Sales- International Department of Philippine Airlines which brought him to Sydney where he had a stint for two years, followed by a three-year assignment in Honululu, and one year in Bangkok. He was later recalled back to Manila to head the Sales Force, located at the S and L Building Extension Office, along Roxas Boulevard, which was considered as the “flagship” for sales of Philippine Airlines. The “S&L”, as what travel agents, corporate accounts and government offices, referred to, was so strategically located, being within the tourist belt, as well as the community of travel agents.

When Manny Relova set foot on “S&L”, he could have felt the opportunity offered by such location that he immediately embarked on the enhancement of the various services of the PAL offices at the said site. In the process, special desks were set up to serve the specific needs of the various segments of PAL’s clientele, through its “retailers” – the travel agents, as well as, the government agencies.

Aside from the regular domestic and international ticketing offices, other service outlets were Government Travel Ticket Office (GTTO), the desk for Middle East market, and, Special Services Unit (SSU) which was tasked with the computation of special fares that involved connecting flights with other international airlines. These “special sales desks” were the important sinew or muscle that made the Sales Force formidable, in the face of cutthroat competition from other foreign airlines that had the temerity of offering “bargain fares”, to undermine the effort of Philippine Airlines.

Discipline was instilled in the mind of the Sales Force, composed of young Account Officers who were trained to persuade even the most inflexible travel agents to allow their clients to savor the PAL hospitality, this despite the almost give-away fares offered by other airlines.  The exquisite PAL service that speaks of Filipino hospitality has always been the selling point of the “flagship” at S&L, and which stiff competitors and trying times failed to erode.

During the incumbency of Manny Relova, PAL enjoyed the “golden years” of international sales and marketing, such that, many thought that the office along Roxas Boulevard where the Sales Office was located, was the entire PAL itself. Those years brought to fore personalities who became synonymous with “PAL sales”, such as Rene Ocampo, Archie Lacson, Dave Lim, Danny Lim, Harry Inoferio, Elsie Enriquez, Noel Abad, Millie Braganza, Dichay Gonzales, Ruby Precila, Tesi Ona, Ginny Gotamco, Ging Ledesma, Lou Bengzon, Mona Pecson, and Jaime Lucas.

The legacy of hard work was passed on to Rene Ocampo when Manny Relova was assigned to San Francisco and London. The tradition of discipline was so instilled among the young Account Officers that it strengthened their salesmanship in the airline industry. A few years later, most of them have been promoted to higher positions such as managers and vice-presidents. 

The “TPC” Mark of Ed Vergado

(PAL Senior International Ticket Representative)

By Apolinario Villalobos

“TPC” stands for Total Passenger Care, a trademark of PAL during its Golden Days under Roman Cruz, Jr. As a “total care”, even inquiring callers and walk-ins were given utmost attention, because they are already considered customers, though with “prospect” status. Most often, though, because of the care given, they eventually, become a full-pledge customer.

The mark of PAL’s excellent service, was again shown by Ed Vergado, a senior International Ticket Representative of Philippine Airlines assigned at the NAIA Terminal 2 ticket office. I witnessed how he offered his cellphone to a passenger, Arturo Albulario, who was in a quandary while trying to contact a friend who was supposed to meet him upon his arrival from Los Angeles.  He was taking a connecting flight to Cebu that morning and the meeting with his friend was very crucial, as time was running out.

With a smile that put Mr. Albulario at ease, Ed even offered to dial the number of the former’s friend for him. In just a few minutes, the friend who was finally contacted rushed inside the ticket office. Both were profuse in showing their gratitude to Ed. The passenger tried to show his apprehension by leaving a substantial amount to refund the consumed load for the call made, but which Ed vehemently refused. I witnessed the incident as I was inside the ticket office killing time while waiting for the arrival of a friend from Davao.

Ed began his airline career in Virac station (Catanduanes Island) as a ticket clerk, moving on to Laoag station (Ilocos Sur) with the same position. Recurrent trainings afforded him knowledge in other responsibilities such as ramp handling, counter handling (check-in), cargo handling, reservations, and manual computation of load (passenger, baggage and cargo). His expertise in the line was such that every time new stations were opened, he was among those assigned which happened when Busuanga station in Palawan was made operational to boost the tourism-related effort of the province.

With the onset of developments in the company, Ed was transferred to NAIA Terminal 2, to handle checking in of passengers for which he was well-prepared, thanks to his experience and trainings. Lately, he is now at the ticket office of the same terminal, but this time, preparing international tickets, as a Senior International Ticket Representative (Senior ITR), a supervisory position that he more than deserves.

The more than 30 years of service in PAL, made Ed a seasoned customer-oriented employee, and developed in him a sharp perception on how to make customers satisfied. He does not hesitate in sharing what he has gained with his new co-employees every time he has a chance, as what I had observed also that morning. As there was a lull in the influx of customers, Ed was entertaining questions and voluntarily sharing information about their responsibilities with the rest of the counter staff.

 Philippine Airlines can encourage acts similar to what Ed did, by giving deserving employees due recognition through commendation. The emulation by other employees can create a chain reaction that can definitely add more life to the consistent excellent service of the company.

The  Admirable Stewardess was an educator

…Ms. Ana Perpetua Ignacio of PAL

By Apolinario Villalobos

The crew that serves the passengers on board an airplane is generically called Flight Attendants, although, for gender distinction, she could be a stewardess or he could be a steward. The job of the flight attendant is no joke – demonstrating the use of different safety gear for passengers even while the plane has just made its unsteady ascent, as well as, enduring a sudden jolt due to an unexpected turbulence while serving coffee.

When I took the first flight PR1809 of PAL to Davao on June 17, one of the F/As was a look-alike of Alicia Alonzo, a 70’s Filipino actress who also had a stint as stewardess of Philippine Airlines. I first noticed her at the pre-departure area, because of her smile, although, the airline is supposed to require its F/As to always smile. But hers was different, as it forms naturally on her lips while she spoke.

Inflight, she was so professional in carrying out her duties – checking on the seat belts and putting to upright position reclining seats as necessary. I thought all the while that she was on the job for a long time, as she breezed through the routine checks with much ease, without a bit of self-consciousness. I was surprised to learn later that she had been flying for just three months! I was even more surprised that she was a former prep-school teacher. No wonder, she had a distinct almost flawless diction when she spoke either in Pilipino or English. Her story brought to my mind that of Princess Diana’s, who was also a prep-school teacher before she became a Princess of Great Britain.

When asked what prodded her to join PAL instead of other airlines that proliferate the industry, even the international ones which I was sure would be glad to hire her because of her alluring personality, she told me that she wanted to be part of the country’s flag carrier. It’s PAL for her, nothing else, she emphasized with a smile. Of course, she added that financial security was secondary and next was her love for travel. When she excused herself to do her other chores, I admired her tenacity in proving her worth as a deserving crew of the flag carrier –  with her quick movements coupled with ginger sureness of her every step.

Philippine Airlines has a high standard when it comes to hiring its personnel, especially the flight crew – pilots and flight attendants. During trainings, emphasis is given on the aspect of customer service. But for the customer-contact jobs, such as ticketing, and passenger handling on board, much emphasis is on courtesy that should be enhanced with a sincere smile. High intelligence is of course, a must, as the employee is exposed to the different kinds of people with varied characters and mindset. Observing Ms. Ignacio made me conclude that PAL is back to its former high standards. As if by coincidence, Ms. Ignacio joined the airline just when the former Chairman, Lucio Tan, took over the airline from San Miguel Corporation. Both of them seem to be trying to show that the “new” PAL now boosts of fresh energetic and young crew, and is back to its former reliable service with the “Kapitan” at the helm.

I asked the permission of Ms. Ignacio to write something about my impression of the flight and their service with special mention of her name and the other crew, to which she gladly conceded, thinking perhaps that I would be doing a typical critique to improve their service. She gave me the names of the rest of the crew as: Chito Archie Sunga, Gerald Chester Perez, Myra Lorelie Villar, and Ana Francesca Arrida.

When we touched down at the international airport of Davao, as expected, it was smooth. Unfortunately, I failed to take note of the pilot’s name and his co-pilot when he introduced himself over the PA system while we were on our halfway inflight cruise toward our destination.

By the way, as added information, the delays in departure and arrival of PAL flights are due to the heavy traffic of almost simultaneous arrival and departure of aircrafts at the airport in Manila, especially, in the afternoon. They are not the fault of Philippine Airlines. The blame should be on the lone runway of the Ninoy Aquino International Airport (NAIA)…and perhaps, the government for not coming up with a solution about this problem until now.

Hindi Matawarang Pagmamahalan

…nina Gene at Maggie (Asuncion)

Ni Apolinario Villalobos

Puno ng bantulot at alinlangan ang mga araw ng ligawan

Napapalitan naman ng abot-langit na saya kung “oo” ang kasagutan

Ang iba’y gumugol ng mga taon sa panunuyo

Mayroon namang inabot lang ng ilang linggo!

Iba ang ligawang hindi minadali, bagkus ay pinagtiyagaan -

Hindi malasado, hindi malabsa, tama lang, dahil ito ay pinaghirapan

Ganyan ang magsing-irog, sina Gene at Maggie-

Ilang dekadang pagmamahalan nila’y tumitindi!

Nagkaalaman ng gusto kaya’t nagbibigayan sila sa isa’t isa

Ano pa nga ba’t kahit sa pagkain, hindi sila nagkaroon ng problema

Hindi tulad ng ibang mag-asawa na nagkahiwalay

Dahil si babae, sa pagsaing lang ay walang malay!

Napatunayan nilang dalawang mahalaga sa buhay ang Diyos

Kaya’t walang paglibang ginagawa sa pagsamba, pilit nilang iniraraos

At kahit ang Christian fellowhip ay sa malayong dako

Pilit pa ring pinupuntahan, sa del Pan, doon sa Tondo!

Hindi nakakalimot makibahagi ng mga natamo nilang biyaya

Dahil sa anumang paraang abot- kaya nila ay talagang pilit ginagawa

Pagkain man, damit o kung anong bagay, pati mga libro

Inaabot sa mga nangangailangan, taos sa kanilang puso!

Dahil ang pagmamahal sa Diyos at sa kapwa ay nasa puso nila

Pinaigting nito ang pagmamahal na nahinog ng panahon para sa isa’t isa

Hindi matawarang pagmamahalan ay naipagmamalaki

Silbing inspirasyon ng iba upang makamit ang minimithi!

A Sweet Smile Spells a Difference

In the Conduct of Business Transaction

…Philippine Airlines employees still do it

By Apolinario Villalobos

An adage says that one needs only to flex a few muscles to form a smile, unlike a frown that requires almost a thousand. Additionally, while the smile gives radiance to the face, a frown only casts a forlorn aura. And for any business, while a smile, especially, one that is sweet serves as a magnet that attracts good luck and customers, a frown drives them away.

It is a fact that some people are not in the habit of smiling, as if ill- feeling is their shadow. But this can be developed even just for the sake of business transaction. Employers spend big sum to “develop” the habit of smiling for their staff as part of their training in Values, Attitude, and Personality development.

But some people are lucky to be born with the smile habit. These are the people who others say are with the “smiling voice”, too. I have encountered these smiley gals when I visited PAL Head Office at the PNB Building. The first was Galilee “Gal” Gavino, an International Ticketing Representative who at the time was attending to a couple’s travel requirements. I got engrossed on how she graciously went through the transaction, complete with a sweet smile, emphasized by her dimples. I was practically entertained by the way she handled her customers. There was no hurry in the way she explained everything that went with the tickets being transacted, from restrictions to their limitations.

After a considerable time spent at the ticket office for my own requirement, I went back to the Benefits Office for another transaction for which I had to go to the Cashier’s Section for certain payments that had to be made. On the way, I received a call through my cellphone about a not- so-encouraging news which affected my mood. When I entered the Cashier’s Section I was greeted with a very warmly said, “good morning, sir”…”may I help you?”. It came from a lady who was all smiles. She practically vanished my anxieties! Her PAL ID says she was Geraldine Anavie Domingo. Her supervisor, Ms. Evangeline Cueto was likewise smiling, as she stood behind the cashiers, ready to offer help in case of any problem. In less than five minutes, our transaction was concluded!

Experiencing the sweet smile of the two ladies, Ms. Gavino and Ms. Domingo, made me recall the smile campaign many years back, of Philippine Airlines along with its Total Passenger Care Program. They really boosted the sales campaign of the country’s flag carrier. The airline had no domestic competitor due to the “one airline” policy at the time and the Philippine skies was so protected by the government, yet, Philippine Airlines felt the need to steadily improve its image. Such energetic attitude put the Philippine Airlines on the top echelon of the airline industry during those years….to which the pioneer employees always look back every time they reminisce how they spent some of the best years of their life.