· 3 i. mandate: the department of tourism (dot) is mandated to encourage, promote, and develop...

DEPARTMENT OF TOURISM

CITIZEN’S CHARTER 2019 (1st Edition)

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DEPARTMENT OF TOURISM

CITIZEN’S CHARTER 2019 (1st Edition)

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I. Mandate:

The Department of Tourism (DOT) is mandated to encourage, promote, and develop tourism as a major socio-economic activity to generate foreign currency and local employment and to spread the benefits of tourism to a wider segment of the population with the support, assistance, and cooperation of both the private and public sectors. The DOT assures the safe, convenient, enjoyable stay and travel of foreign and local tourists in the country.

II. Vision:

To develop a globally competitive, environmentally sustainable and socially responsible tourism industry that promotes inclusive growth through employment generation and equitable distribution of income thereby contributing to building a foundation for a high trusted society.

III. Mission:

The Department of Tourism (DOT) shall be the primary government agency charged with the responsibility to encourage, promote, develop tourism as a major socioeconomic activity to generate foreign currency and employment and to spread benefits of tourism to both the private and the public sector.

IV. Service Pledge:

As your partner in the promotion and development of tourism that seeks to generate revenue, create jobs and livelihood for the Filipinos and ensure the safe, enjoyable and convenient stay of foreign and domestic tourists in the country, we, the officials and employees of the Department of Tourism, do commit to:

provide sincere and honest service to all clientele regardless of age, gender, nationality as well as cultural and religious orientation;

render utmost care, urgency and propriety in addressing the needs of every individual and group that seek assistance from the Department;

maintain decent and upright practices that demonstrate the qualities and ethical standards of good public service;

act and resolve with promptness on complaints against irregular transactions, unclear rules and regulations, neglect in the performance of duties and responsibilities as well as unsatisfactory behavior of officials and employees; and

help uplift the morale of the tourism sector by strengthening access to information, service delivery and consultation between the Department and its publics towards good governance.

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LIST OF SERVICES

CENTRAL/HEAD OFFICE DOT EXTERNAL SERVICES

Application for Star Rating (New) …………………………………………………………... 46 Application for Star Rating (Re-Audit) ……………………………………………………… 51 Application for Star Rating (Renewal) ……………………………………………………… 55 Certificate of Tax Withheld ………………………………………………………………….. 59 Collection of Payments for Accreditation and Training/Fees/ Bid Documents ………… 60 Endorsement for Special Investor’s Resident Visa ……………………………………….. 61 Endorsement of Tourism Development Project to the Board of Investments …………. 64 Endorsement for Tourism Road Infrastructure Program (TRIP) Proposal ……………... 68 Endorsement to DFA for the Facilitation of Chinese Tour Groups ……………………… 69 External Communications Handling ………………………………………………………... 72 Freedom of Information (FOI) Requests …………………………………………………… 75 Internship Application (Online Applicants) ………………………………………………… 78 Internship Application (Walk in Applicants) ………………………………………………... 81 Issuance of Clearance for Internship Program ……………………………………………. 84 Maintenance of Databank of Property Offerings ………………………………………….. 86 Media Coverage Requests ………………………………………………………………….. 88 Payment of Suppliers, Consultants, GFA and other Service Providers ………………... 89 Payment through Checks ……………………………………………………………………. 93 Payment through LDDAP/ADA ……………………………………………………………... 96 Processing of Application for Vacant Position …………………………………………….. 98 Readily Available Photos, Videos, and/or Reports Requests …………………………… 104 Statistics Technical Assistance ……………………………………………………………... 105 Technical Assistance to Local Government Unit for Tourism Development Projects … 107 Training Proposal Approval (External Training Provider/s) ……………………………… 109

PHILIPPINE COMMISSION ON SPORTS SCUBA DIVING (PCSSD) Accreditation of Dive Establishments ……………………………………………………... 111 Accreditation of Dive Individuals …………………………………………………………… 116

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DOT INTERNAL SERVICES Application for Request of On-the-Job Trainee ………………………………………….. 121

Assistance in the Formulation of Tourism-Related Speeches, Messages, Talkpoints,

Graphic Layout/Artwork, and Information …………………………………………………

123

Approval of Letter of Intent to Retire ………………………………………………………. 125

Cash Advances ……………………………………………………………………………… 127

Certificate of No Pending Cash Advance …………………………………………………. 129

Document Handling in the Office of the Secretary (Simple) ……………………………. 130

Document Handling in the Office of the Secretary (Complex) ………………………….. 133

Document Handling in the Office of the Secretary (Highly Technical) ………………… 136

Fund Transfer to DOT Regional/Overseas Offices/Attached Agencies ………………. 139

Information Technology Support …………………………………………………………... 142

In-House Training Program ………………………………………………………………… 144

Issuance of Appointment …………………………………………………………………… 146

Issuance of Certificate of Availability of Funds …………………………………………… 149

Legal Review of Documents ……………………………………………………………….. 150

Liquidation of Cash Advances ……………………………………………………………... 153

Minor Repairs and Services ………………………………………………………………... 155

Order of Payment …………………………………………………………………………… 157

Outgoing Mails Handling (Records Section) ……………………………………………… 158

Payment of Salaries, Bonuses, Other Personal Benefits ……………………………….. 160

Processing/Generation of Daily Time Records …………………………………………... 163

Processing of Acceptance of Resignation ………………………………………………... 165

Processing of Application for Compensatory Time-Off …………………………………. 167

Processing of Application for GSIS Retirement Benefit and Other Claims …………… 169

Processing of Application for Leave ………………………………………………………. 172

Processing of Application for Ombudsman’s Clearance ………………………………... 174

Processing of Applications for Pag-IBIG Provident Benefit and Other Claims ……….. 177

Processing of Application for Terminal Leave Credit Commutation and Payment …… 179

Processing of Availment of Monetization of Leave Credits ……………………………... 182

Processing of GSIS Loan Applications …………………………………………………… 184

Processing of Hiring/Renewal of Job-Order Personnel …………………………………. 185

Processing of Initial Salary …………………………………………………………………. 187

Processing of Landbank Mobile Salary Loan Applications ……………………………... 189

Processing of Notice of Step Increment ………………………………………………….. 191

Processing of Pag-Ibig Loan Applications ………………………………………………... 193

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Processing of Request for Authority to Transfer ………………………………………… 194

Processing of Salary Differential or Adjustment …………………………………………. 196

Processing/Review of Statement of Assets, Liabilities and Net Worth (SALN) ………. 198

Processing of Travel Orders ……………………………………………………………….. 201

Procurement of Goods and Services through other Alternative Methods of

Procurement (Lease of Venue/Highly Technical/Direct Contracting/Agency to

Agency) ……………………………………………………………………………………….

202

Procurement of Goods and Services through Public Bidding ………………………….. 205

Procurement of Goods and Services through Shopping ………………………………... 210

Procurement of Goods and Services through Small Value Procurement …………….. 212

Receiving and Issuance of Supplies Materials, and Equipment ……………………….. 215

Records Creation and Control of DOT Issuances ……………………………………….. 217

Records Request Service …………………………………………………………………... 219

Reimbursement of Expenses ………………………………………………………………. 221

Remittance to DOT Overseas Offices …………………………………………………….. 223

Request for Media Coverage ………………………………………………………………. 225

Review of Work and Financial Plan of Various Delivery Units …………………………. 227

Service Record/Certificate of Employment ……………………………………………… 231

Statistics Technical Assistance ……………………………………………………………. 233

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REGIONAL OFFICES

DOT NATIONAL CAPITAL REGION (NCR)

I. EXTERNAL SERVICES

A. REGULAR POLICY

1. Accreditation of Primary and Secondary Tourism Related Establishments (New Application)…………………….…………………………………………………… 236

2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal)…………………………………………………………………………… 250

3. Airport Assistance and Access Passes …………..………………………………265

4. Cash Disbursement …………………………………………………………………269

5. Complaints Handling Process………………………………………………………271

6. Endorsement of Accreditation Application to MIAA Pass Control Division …………………………………………………………………………………………275

7. Tourism Industry Skills Program …………………………………………..………277

B. INTERIM POLICY

1. NEW ACCREDITATION APPLICATIONS

i. TOURISM ENTERPRISES ……………………………………………………280

ACCOMMODATION ESTABLISHMENTS Hotels, Resorts Apartment Hotels Mabuhay Accommodations TOURIST TRANSPORT OPERATORS Tourist Land Transport Operators Tourist Water Transport Operators Tourist Air Transport Operators Motorized Bancas MEETINGS, INCENTIVES, CONVENTIONS AND EXHIBITIONS (MICE) MICE Organizers MICE Facilities TOURISM RELATED-ESTABLISHMENTS Adventure/ Eco-tourism Facilities Agri-Tourism/Farm Sites

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Museums and Galleries Restaurants Rest Areas Shops / Department Stores Tourism Training Centers

ii. HOME STAY ……………………………………………………….……………286

iii. FRONTLINERS …………………………………………………….……………290

Tour Guide Tourism Trainer

iv. TRAVEL AND TOUR AGENCIES, TRAVEL AGENCIES,

TOUR OPERATORS AND ONLINE TRAVEL AGENCIES

……………………………………………………………………………..………292

2. RENEWAL OF ACCREDITATION

i. TOURISM ENTERPRISES ……………………………………………….……297

ACCOMMODATION ESTABLISHMENTS Hotels, Resorts Apartment Hotels Mabuhay Accommodations TOURIST TRANSPORT OPERATORS Tourist Land Transport Operators Tourist Water Transport Operators Tourist Air Transport Operators Motorized Bancas MEETINGS, INCENTIVES, CONVENTIONS AND EXHIBITIONS (MICE) MICE Organizers MICE Facilities TOURISM RELATED-ESTABLISHMENTS Adventure/ Eco-tourism Facilities Agri-Tourism/Farm Sites Museums and Galleries Restaurants Rest Areas Shops / Department Stores Tourism Training Centers

iii. FRONTLINERS ………………………………………………………………… 303

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………………………………………………………………………………………305

3. ISSUANCE OF CERTIFICATE OF AUTHORITY TO OPERATE ACCOMMODATION ESTABLISHMENTS UNDER COMMUNITY QUARANTINE ................................. 310

II. INTERNAL SERVICES

1. Certificate of Employment Request …………………………………………………….314

2. Computation of Daily Time Records …………………………………...……………….315

3. Planning Monitoring ………………………………………………………………………318

4. Submission of Budgetary Reports ………………………………………………………319

5. Submission of SALN, IPCR, and PDS ………………………………………………….321

DOT CORDILLERA ADMINISTRATIVE REGION (CAR)


A. REGULAR POLICY

1. Accreditation of Primary and Secondary Tourism Enterprises (New Application) ………………………………………………………..…………………………………326 ……

2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) …………………………………………..…………………………………340

3. Cash Disbursement ……………………………….…………………………………355

4. Complaints Handling Process……………………….………………………………357

5. Tourism Industry Skills Program …………………..……………………………….361

B. INTERIM POLICY


i. TOURISM ENTERPRISES ………………………………..……………………364

ACCOMMODATION ESTABLISHMENTS Hotels, Resorts Apartment Hotels

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Mabuhay Accommodations TOURIST TRANSPORT OPERATORS

Tourist Land Transport Operators Tourist Water Transport Operators Tourist Air Transport Operators Motorized Bancas MEETINGS, INCENTIVES, CONVENTIONS AND EXHIBITIONS (MICE)

MICE Organizers MICE Facilities TOURISM RELATED-ESTABLISHMENTS

Adventure/ Eco-tourism Facilities Agri-Tourism/Farm Sites Museums and Galleries Restaurants Rest Areas Shops / Department Stores Tourism Training Centers

ii. HOME STAY ………………………………………………………………………370

iii. FRONTLINERS ……………………………………………………………………374



TOUR OPERATORS AND ONLINE TRAVEL AGENCIES ……………………………………………………………………….………………376


i. TOURISM ENTERPRISES ………………………………………………………381

ACCOMMODATION ESTABLISHMENTS

Hotels, Resorts Apartment Hotels Mabuhay Accommodations TOURIST TRANSPORT OPERATORS

Tourist Land Transport Operators Tourist Water Transport Operators Tourist Air Transport Operators Motorized Bancas

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MEETINGS, INCENTIVES, CONVENTIONS AND EXHIBITIONS (MICE)



iii. FRONTLINERS ………………………….……………………………………… 387




………………………………………………………………………………………390

3. ISSUANCE OF CERTIFICATE OF AUTHORITY TO OPERATE ACCOMMODATION ESTABLISHMENTS UNDER COMMUNITY QUARANTINE ………………………395


1. Certificate of Employment Request ……………………………….……………….399

2. Planning Monitoring …………………………………………………………….……400

3. Submission of Budgetary Reports …………………………………………….……402

4. Submission of SALN, IPCR, and PDS …………………………….………….……404 REGIONAL OFFICE NO. I North Luzon Region


A. REGULAR POLICY

1. Accreditation of Primary and Secondary Tourism Enterprises (New Application) …………………………………………………………………………………………409

2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) …………………………………………………………………………………………423

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5. Tourism Skills Industry Program …………………………………………………..444

B. INTERIM POLICY


i. TOURISM ENTERPRISES ………………………………………….…………447


ii. HOME STAY …………………………………………………………….………453

iii. FRONTLINERS …………………………………………………………………457




………………………………………………………………………………..……459

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iii. FRONTLINERS ………………………………………..………………………470




……………………………………………………………………………….……472

3. ISSUANCE OF CERTIFICATE OF AUTHORITY TO OPERATE ACCOMMODATION ESTABLISHMENTS UNDER COMMUNITY QUARANTINE ……………………..477

II. INTERNAL SERVICES 1. Certificate of Employment Request …………………………………………….…….481

2. Planning Monitoring ………………………………………………………..………..…482

3. Submission of Budgetary Reports ……………………………………………………484

4. Submission of SALN, IPCR, and PDS ……………………………………………….486

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REGIONAL OFFICE NO. II

Cagayan Region


A. REGULAR POLICY


2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) ………………………………………………………………………………...………505

3. Cash Disbursement ………………………………………………………..………520

4. Complaints Handling Process……………………………………………………..522

5. Tourism Industry Skills Program…………………………………………..………526

B. INTERIM POLICY




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ii. HOME STAY ……………………………………………………………..………535

iii. FRONTLINERS …………………………………………………………….……539




………………………………………………………………………………..……541




iii. FRONTLINERS …………………………………..………………………………552


iv. TRAVEL AND TOUR AGENCIES, TRAVEL AGENCIES, TOUR OPERATORS AND ONLINE TRAVEL AGENCIES

…………………………………………………………………………………….. 555

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3. ISSUANCE OF CERTIFICATE OF AUTHORITY TO OPERATE ACCOMMODATION ESTABLISHMENTS UNDER COMMUNITY QUARANTINE …………………….. 560


1. Certificate of Employment Request ………………………………….……………….564

2. Planning Monitoring …………………………………………………………………… 565

3. Submission of Budgetary Reports …………………………………………………… 567

4. Submission of SALN, IPCR, and PDS ……………………………………………….569

REGIONAL OFFICE NO. III Central Luzon


A. REGULAR POLICY

1. Accreditation of Primary and Secondary Tourism Enterprises (New Application) ………………………………………………………………………………….…… 574

2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) …………………………………………………………………….…… 588

3. Cash Disbursement ……………………………………………………………… 603

4. Complaints Handling Process…………………………………………………… 605

5. Tourism Industry Skills Program …………………………………………………609

B. INTERIM POLICY



ACCOMMODATION ESTABLISHMENTS Hotels, Resorts Apartment Hotels Mabuhay Accommodations TOURIST TRANSPORT OPERATORS Tourist Land Transport Operators Tourist Water Transport Operators Tourist Air Transport Operators

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Motorized Bancas MEETINGS, INCENTIVES, CONVENTIONS AND EXHIBITIONS (MICE)



ii. HOME STAY ………………………………………………………….…………618

iii. FRONTLINERS …………………………………………………………………622



TOUR OPERATORS AND ONLINE TRAVEL AGENCIES ………………………………………………………………………….….………624


i. TOURISM ENTERPRISES …………………………………….………………629





Adventure/ Eco-tourism Facilities

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Agri-Tourism/Farm Sites Museums and Galleries Restaurants Rest Areas Shops / Department Stores Tourism Training Centers

iii. FRONTLINERS ……………………………………………………….…………634



TOUR OPERATORS AND ONLINE TRAVEL AGENCIES ………………………………………………………………………………………637

3. ISSUANCE OF CERTIFICATE OF AUTHORITY TO OPERATE ACCOMMODATION

ESTABLISHMENTS UNDER COMMUNITY QUARANTINE ……………………….643


1. Certificate of Employment Request ……………………..……………………………. 647

2. Planning Monitoring ………………………………………………………..…………… 648

3. Submission of Budgetary Reports …………………………………………….……… 650

4. Submission of SALN, IPCR, and PDS …………………………………….…………. 652

REGIONAL OFFICE NO. IV-A CALABARZON


A. REGULAR POLICY


2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) ………………….…………………………………………………………671



5. Tourism Industry Skills Program……………………………………………………692

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B. INTERIM POLICY




ii. HOME STAY ………………………………………………………………………701

iii. FRONTLINERS ……………………………………………………..……………705




………………………………………………………………………...…………… 707


i. TOURISM ENTERPRISES …………………………………………………..… 712

ACCOMMODATION ESTABLISHMENTS Hotels, Resorts

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Apartment Hotels Mabuhay Accommodations TOURIST TRANSPORT OPERATORS Tourist Land Transport Operators Tourist Water Transport Operators Tourist Air Transport Operators Motorized Bancas MEETINGS, INCENTIVES, CONVENTIONS AND EXHIBITIONS (MICE) MICE Organizers MICE Facilities TOURISM RELATED-ESTABLISHMENTS Adventure/ Eco-tourism Facilities Agri-Tourism/Farm Sites Museums and Galleries Restaurants Rest Areas Shops / Department Stores Tourism Training Centers

iii. FRONTLINERS ………………………………………………………………… 718




…………………………………………………………………………………… 720

3. ISSUANCE OF CERTIFICATE OF AUTHORITY TO OPERATE ACCOMMODATION ESTABLISHMENTS UNDER COMMUNITY QUARANTINE ……………………. 725

II. INTERNAL SERVICES 1. Certificate of Employment Request ………………..……………………………….. 729

2. Planning Monitoring …………………………………………………..……………… 730

3. Submission of Budgetary Reports …………………………….…….……………… 732

4. Submission of SALN, IPCR, and PDS …………………………..…………………. 733

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REGIONAL OFFICE NO. IV-B MIMAROPA


A. REGULAR POLICY


2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) …………………………………………………………………………………………753


4. Complaints Handling Process………………………………………….…………..770

5. Tourism Industry Skills Program ………………………………………..…………774

B. INTERIM POLICY


i. TOURISM ENTERPRISES ……………………………………………………777 .






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ii. HOME STAY ………………………………………………………………………783

iii. FRONTLINERS …………………………………………………..……………… 787


iv. TRAVEL AND TOUR AGENCIES, TRAVEL AGENCIES, TOUR OPERATORS AND ONLINE TRAVEL AGENCIES

………………………………………………………………………………………789


i. TOURISM ENTERPRISES ………………………………………………..…… 794


iii. FRONTLINERS …………………………………………………………….…… 800




………………………………………………………………………………………802

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ESTABLISHMENTS UNDER COMMUNITY QUARANTINE …………………… 807

II. INTERNAL SERVICES 1. Certificate of Employment Request ……………………..……………………………. 811

2. Planning Monitoring ……………………………………………...……………………… 812

3. Submission of Budgetary Reports …………………………………..….……………… 814

4. Submission of SALN, IPCR, and PDS ………………………….……….……………. 816

REGIONAL OFFICE NO. V Bicol Region


A. REGULAR POLICY

1. Accreditation of Primary and Secondary Tourism Enterprises (New Application) …………………………………………………………………………….……………821

2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) …………………………………………………………………………… 835



5. Tourism Industry Skills Program …………………….…………………………….856

B. INTERIM POLICY


ii. TOURISM ENTERPRISES ………………………………..……………………859

ACCOMMODATION ESTABLISHMENTS Hotels, Resorts Apartment Hotels Mabuhay Accommodations TOURIST TRANSPORT OPERATORS Tourist Land Transport Operators Tourist Water Transport Operators Tourist Air Transport Operators Motorized Bancas

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MEETINGS, INCENTIVES, CONVENTIONS AND EXHIBITIONS (MICE) MICE Organizers MICE Facilities TOURISM RELATED-ESTABLISHMENTS Adventure/ Eco-tourism Facilities Agri-Tourism/Farm Sites Museums and Galleries Restaurants Rest Areas Shops / Department Stores Tourism Training Centers

ii. HOME STAY …………………………………………………………………….865

iii. FRONTLINERS …………………………………………………………………869


vi. TRAVEL AND TOUR AGENCIES, TRAVEL AGENCIES,


………………………………………………………………….………………… 871


i. TOURISM ENTERPRISES …………………………………………………… 876


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iii. FRONTLINERS …………………………………………………………………882




………………………………………………………………………….….………885

3. ISSUANCE OF CERTIFICATE OF AUTHORITY TO OPERATE ACCOMMODATION ESTABLISHMENTS UNDER COMMUNITY QUARANTINE ………………..…… 890


1. Certificate of Employment Request …………………………………………….……. 894

2. Planning Monitoring ……………………………………………………………….…… 895


4. Submission of SALN, IPCR, and PDS ………………………………………………. 899

REGIONAL OFFICE NO. VI Western Visayas Region


A. REGULAR POLICY

1. Accreditation of Primary and Secondary Tourism Enterprises (New Application) …………………………………………………….……………………………………904

2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) ……………..………………………………………………………………918

3. Cash Disbursement …………………………….……………………………………933 .

4. Complaints Handling Process………………….……………………………………935

5. Tourism Industry Skills Program ……………………………………………………939

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B. INTERIM POLICY


i. TOURISM ENTERPRISES ……………………….…………………………… 942


ii. HOME STAY ……………………………………………….……………………948

iii. FRONTLINERS …………………………………………………………………952




…………………………………………………………………………….………954



ACCOMMODATION ESTABLISHMENTS Hotels,

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Resorts Apartment Hotels Mabuhay Accommodations TOURIST TRANSPORT OPERATORS




iii. FRONTLINERS ………………………………………………………………… 965



TOUR OPERATORS AND ONLINE TRAVEL AGENCIES …………………………………………………………………………….……… 968


ESTABLISHMENTS UNDER COMMUNITY QUARANTINE ………………..…… 973

5. INTERNAL SERVICES

1. Certificate of Employment Request ………………………………..……………. 977

2. Planning Monitoring ……………………………………………..………………… 978

3. Submission of Budgetary Reports ……………………………….….…………… 980

4. Submission of SALN, IPCR, and PDS …………………………..……………… 982

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REGIONAL OFFICE NO. VII Central Visayas Region


A. REGULAR POLICY

1. Accreditation of Primary and Secondary Tourism Enterprises (New Application) ………………………………………………………………………………………… 987

2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) …….………………………………………………………………………1001



5. Tourism Industry Skills Program ………..………………………………………… 1022

B. INTERIM POLICY




v. HOME STAY …………………………………………………………………… 1031

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vi. FRONTLINERS …………………………………………………………………1035


vii. TRAVEL AND TOUR AGENCIES, TRAVEL AGENCIES,

TOUR OPERATORS AND ONLINE TRAVEL AGENCIES ………………………………………………………………….…………………1037








iii. FRONTLINERS …………………………………………………………………1048



TOUR OPERATORS AND ONLINE TRAVEL AGENCIES ……………………………………………………………………………………. 1050

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3. ISSUANCE OF CERTIFICATE OF AUTHORITY TO OPERATE ACCOMMODATION ESTABLISHMENTS UNDER COMMUNITY QUARANTINE …………………….. 1055

II. INTERNAL SERVICES 1. Certificate of Employment Request …………………………………………….…….1059

2. Planning Monitoring …………………………………………………………….………1060

3. Submission of Budgetary Reports ……………………………….……………………1062

4. Submission of SALN, IPCR, and PDS ………………………........………………….1064

REGIONAL OFFICE NO. VIII

Eastern Visayas Region


A. REGULAR POLICY

1. Accreditation of Primary and Secondary Tourism Enterprises (New Application) ……………………………………………………………………….…………………1069

2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) …………..…………………………………………………………………1083

3. Cash Disbursement …………….……………………………………………………1098

4. Complaints Handling Process………….……………………………………………1100

5. Tourism Industry Skills Program …………….……………………………………..1104

B. INTERIM POLICY


i. TOURISM ENTERPRISES ……………………………………………………..1107




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ii. HOME STAY ……………………………………………..………………………1113

iii. FRONTLINERS …………………………………………….……………………1117




………………………………………………………………………..…………….1119


i. TOURISM ENTERPRISES ……………………………………………………. 1124


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iii. FRONTLINERS …………………………………….……………………………1130




…………………………………………………………………………………..…1133

3. ISSUANCE OF CERTIFICATE OF AUTHORITY TO OPERATE ACCOMMODATION ESTABLISHMENTS UNDER COMMUNITY QUARANTINE ………………..…….1138


1. Certificate of Employment Request …………………………………………….……. 1142

2. Planning Monitoring ………………………………………………………….…………1143

3. Submission of Budgetary Reports …………………………………..………..……… 1145

4. Submission of SALN, IPCR, and PDS ……………………………….……………….1147

REGIONAL OFFICE NO. IX

Zamboanga Peninsula Region


A. REGULAR POLICY


2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) …….………………………………………………………………………1166



5. Tourism Industry Skills Program ………………..………………………………… 1187

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B. INTERIM POLICY


i. TOURISM ENTERPRISES ……………………………….…………….……1190

ACCOMMODATION ESTABLISHMENTS Hotels, Resorts Apartment Hotels Mabuhay Accommodations TOURIST TRANSPORT OPERATORS Tourist Land Transport Operators Tourist Water Transport Operators Tourist Air Transport Operators Motorized Bancas MEETINGS, INCENTIVES, CONVENTIONS AND EXHIBITIONS (MICE)

MICE Organizers MICE Facilities TOURISM RELATED-ESTABLISHMENTS Adventure/ Eco-tourism Facilities Agri-Tourism/Farm Sites Museums and Galleries Restaurants Rest Areas Shops / Department Stores Tourism Training Centers

ii. HOME STAY ………………………………………………….………………1196

iii. FRONTLINERS ……………………………………………….………………1200




…………………………………………………………………………………… 1202



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iii. FRONTLINERS …………………………………………….……………………1213





ESTABLISHMENTS UNDER COMMUNITY QUARANTINE ……………………. 1220

II. INTERNAL SERVICES 1. Certificate of Employment Request …………………………………………………. 1223

2. Planning Monitoring …………………………………………………………….……… 1224

3. Submission of Budgetary Reports ……………………………………………….…… 1227

4. Submission of SALN, IPCR, and PDS …………………………………….…………. 1229

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REGIONAL OFFICE NO. X Northern Mindanao Region


A. REGULAR POLICY

1. Accreditation of Primary and Secondary Tourism Enterprises (New Application) …………………………………………………………………………..……………1234

2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) ….…………………………………………………………..……………1248

3. Cash Disbursement ………………………………………………………………..1263

4. Complaints Handling Process……………………………………………………..1265

5. Tourism Industry Skills Program ………………………………………………….1269

B. INTERIM POLICY


i. TOURISM ENTERPRISES …………………………….…………………….. 1272


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ii. HOME STAY ……………………………………………………………………1278

iii. FRONTLINERS …………………………………………………………………1282




…………………………………………………………………………………… 1284




iii. FRONTLINERS ……………………………………………………………… 1295




…………………………………………………………………………………… 1297

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ESTABLISHMENTS UNDER COMMUNITY QUARANTINE ……………………. 1302


1. Certificate of Employment Request ………………………………………….……….1306 ………

2. Planning Monitoring ……………………………………………………….……………1307

3. Submission of Budgetary Reports …………………………………………….………1309


REGIONAL OFFICE NO. XI Southern Mindanao Region


A. REGULAR POLICY

1. Accreditation of Primary and Secondary Tourism Enterprises (New Application) ……………………………………………..……………….…………………………1316 .

2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) ……………………………………………………………………………1330

3. Cash Disbursement …………………………………………..…………………… 1345

4. Complaints Handling Process………………………………..…………………… 1347

5. Tourism Industry Skills Program …………………………….…………………… 1351

B. INTERIM POLICY






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ii. HOME STAY ……………………………………………………………………. 1360

iii. FRONTLINERS ………………………………………………………………….1364




………………………………………………………………………..…………… 1366


i. TOURISM ENTERPRISES …………………………………….……………… 1371


39


iii. FRONTLINERS …………………………………………………………………1377





ESTABLISHMENTS UNDER COMMUNITY QUARANTINE …………………….. 1384

II. INTERNAL SERVICES 1. Certificate of Employment Request …………………………………………………. 1388

2. Planning Monitoring …………………………………………………………………… 1389



REGIONAL OFFICE NO. XII South Central Mindanao Region


A. REGULAR POLICY

1. Accreditation of Primary and Secondary Tourism Enterprises (New Application) …………………………………………………………….………………………….1398

2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) ………………………………………………………..………………… 1412

3. Cash Disbursement ………………………………………………….…………… 1427

4. Complaints Handling Process…………………………………….……………… 1429

5. Tourism Industry Skills Program ………………………………………………... 1433

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B. INTERIM POLICY


i. TOURISM ENTERPRISES ……………………………………….……………1436


ii. HOME STAY …………………………………………………………………… 1442

iii. FRONTLINERS ………………………………………………………………... 1446




……………………………………………………………………………………..1448


i. TOURISM ENTERPRISES ……………………………………………………. 1453

ACCOMMODATION ESTABLISHMENTS Hotels, Resorts

41

Apartment Hotels Mabuhay Accommodations TOURIST TRANSPORT OPERATORS Tourist Land Transport Operators Tourist Water Transport Operators Tourist Air Transport Operators Motorized Bancas MEETINGS, INCENTIVES, CONVENTIONS AND EXHIBITIONS (MICE) MICE Organizers MICE Facilities TOURISM RELATED-ESTABLISHMENTS Adventure/ Eco-tourism Facilities Agri-Tourism/Farm Sites Museums and Galleries Restaurants Rest Areas Shops / Department Stores Tourism Training Centers

iii. FRONTLINERS …………………………………………………………………1459



TOUR OPERATORS AND ONLINE TRAVEL AGENCIES ……………………………………………………………………….……………1461

3. ISSUANCE OF CERTIFICATE OF AUTHORITY TO OPERATE

ACCOMMODATION ESTABLISHMENTS UNDER COMMUNITY QUARANTINE ..........................................................................................................................1466


1. Certificate of Employment Request ……………………………….………………….1470

2. Planning Monitoring …………………………………………….………………………1471

3. Submission of Budgetary Reports ………………………………….…………………1473

4. Submission of SALN, IPCR, and PDS …………………………….………………….1475

42

REGIONAL OFFICE NO. XIII Caraga Region


A. REGULAR POLICY

1. Accreditation of Primary and Secondary Tourism Enterprises (New Application) ………………………………………………………………..……………………1480 2. Accreditation for Primary and Secondary Tourism Related Establishments (Renewal) ………………………………………………………………….………………… 1494

3. Cash Disbursement ………………………………………………….………… 1509

4. Complaints Handling Process……………………………………….………… 1511

5. Tourism Industry Skills Program ……………………………………………… 1515

B. INTERIM POLICY


i. TOURISM ENTERPRISES ………………………………………………… 1518

ACCOMMODATION ESTABLISHMENTS Hotels, Resorts Apartment Hotels Mabuhay Accommodations TOURIST TRANSPORT OPERATORS




43

ii. HOME STAY ………………………………………………………….…………1524

iii. FRONTLINERS …………………………………………………………………1528




……………………………………………………………………………………. 1530




iii. FRONTLINERS ………………………………………………………………1541




……………………………………………………………………………………1543

44


ESTABLISHMENTS UNDER COMMUNITY QUARANTINE …………………….1548


1. Certificate of Employment Request ………………………………………………….1552

2. Planning Monitoring ………………………………………………………..………… 1553

3. Submission of Budgetary Reports ………………………………………..………… 1555 .

4. Submission of SALN, IPCR, and PDS ……………………………………..………. 1557

DOT FOREIGN OFFICE External Services

Handling of Tourism Related Inquiries…………………………………………………………………….……………………1562 Filing of Complaints…………………………………………………………………….………1563

DOT OFFICE DIRECTORY ………………………………………………………………...…1565

45

Central Office

External Services

46

APPLICATION FOR STAR RATING (NEW)

The Star Rating System shall refer to the national system of classification of hotels, resorts

and apartment hotels based on the National Accommodation Standards using a five-level

accommodation standards ranging rating such type of accommodation on a scale of one to

five stars.

Office or Division: Office of Tourism Standards and Regulation

Classification: Highly-Technical Transaction

Type of Transaction: Government to Business (G2B) Who may avail: Hotels, Resorts, Apartment Hotels

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Letter of Intent Applicant

CLIENT STEPS AGENCY ACTIONS

FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Submit letter request for Star Rating Classification to the DOT Regional Office.

Receive request and send a Memorandum of Endorsement to the Office of Tourism Standards and Regulation (OTSR) endorsing the request audit for Star Rating Assessment.

Note:

DOT shall not accept star rating assessment requests without accreditation application or valid accreditation. If the request was sent directly to TRCRG, OTSR shall coordinate with the Regional

None 1 day Accreditation Officer

47

Office for the scheduling of assessment.

2. Prepare and wait for inspection team.

Schedule inspection (first come, first serve basis), coordinate with a Third Party Assessor and prepare audit kits and documents.

None 7 days SMED Officer

3. General Manager/Authorized Representative should be present during the time of audit.

3.1 Assess the compliance of the establishment based on the National Accommodation Standards.

None 8 hours Third Party Assessor, SMED Officer, Regional Accreditation Officer.

3.2 Submit encoded audit findings, comments and photo documentation thru email and submit the original audit booklet to SMED.

None 3 days Third Party Assessor

3.3 Review the assessment report based on the Audit Booklet, validation of points, mandatory and minimum requirements

3.4 Prepare the Confirmation Memorandum

None 1 day SMED Officer

48

for the Regional Office to be signed by the OTSR Director.

3.5 Review and confirm assessment results.

3.6 The Regional Director shall confirm the result through an official memo. Note: The original copy of the audit report shall be signed by the Regional Director and Accreditation Officer and must be returned to SMED through registered mail/ courier service.

None 1 day Accreditation Officer, Regional Director

3.7 Prepare Assessment Result Letter and final Audit Report copy. Note: If points garnered is more than 250 points and have complied with all the Mandatory and Minimum Requirements, the Establishment


49

shall be issued its corresponding star classification If points garnered is within 201-250 & complied Mandatory & Minimum requirements, Regular Accreditation shall be issued.

3.8 Affirm and recommend to the TRCRG Undersecretary the approval of star rating classification.

None OTSR Director

3.9 Approve the Star-Rating classification and forward to the OTSR Officer. If not approved, TRCRG Undersecretary shall return to OTSR the assessment result to further review the assessment findings

None 1 day TRCRG Undersecretary

3.10 Release Assessment

None SMED Officer

50

Result Letter to the property together with the Audit Report Copy through electronic and registered mail of DOT Records Section.

4. Receive assessment result.

Note:

If not amenable with the result, the Establishment shall request for a re-assessment/file an appeal within 15days from receipt of registered mail with return card.

TOTAL None 15 days 8 hours

51

APPLICATION FOR STAR RATING (RE-AUDIT)


Classification: Highly-Technical Transaction Type of Transaction: Government to Business (G2B)

Who may avail: Hotels, Resorts, Apartment Hotels


Letter Request for Reconsideration Applicant


FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Submit letter request for reconsideration to the DOT Undersecretary for Tourism Regulation, Coordination and Resource Generation.

1.1 Receive request and send a Memorandum of Endorsement to the Office of Tourism Standards and Regulation (OTSR) endorsing the request re-audit for evaluation.


1.2 Evaluate the merits of the raised point of contention 1.3 Prepare acknowledgement letter to the establishment. 1.4 Schedule inspection, coordinate with a Third Party assessor and prepare audit kits and documents.

Note:

If not meritorious, SMED Officer shall


52

prepare a denial letter to the requesting establishment.

2. Payment of Re-Audit Fee

Receive payment and issue Official Receipt

PhP30,000 (meals, accom.

and transpo. of the audit

team)

15 minutes DOT Cashier



None 8 hours Third Party Assessor, SMED Officer, Regional Accreditation Officer.

3.2 Submit encoded audit findings, comments and photo documentation thru email and submit the original audit booklet to SMED

None 3 days Third Party Assessor

3.3 Review the assessment report based on the Audit Booklet, validation of points, mandatory and minimum requirements 3.4 Prepare the confirmation of memorandum for the Regional Office.


3.5 Review and confirm assessment results


53

3.6 The Regional Director shall confirm the result through an official memo. Note: The original copy of the audit report shall be signed by the Regional Director and Accreditation Officer and must be returned to SMED through registered mail/ courier service.

3.7 Prepare Re-assessment Result Letter and final Audit Report copy.


3.8 Affirm and recommend to the TRCRG Undersecretary the approval of star rating classification. Note: If points garnered is more than 250 points and have complied with all the Mandatory and Minimum Requirements, the establishment shall be issued its corresponding star classification.

None OTSR Director

54

If points garnered is within 201-250 & complied Mandatory and Minimum requirements, Regular Accreditation shall be issued.

3.9 Approve the Star-Rating classification and forward to the OTSR Officer. If not approved, TRCRG Undersecretary shall return to OTSR the assessment result to further review the assessment findings.


4. Receive and review assessment result.

Release Assessment Result Letter to the property together with the Audit Report Copy through electronic and registered mail of DOT Records Section.


TOTAL PhP30,000.00

16 days 8 hours 15 minutes

55

APPLICATION FOR STAR RATING (RENEWAL)

The Star Rating System shall refer to the national system of classification of hotels, resorts

and apartment hotels based on the National Accommodation Standards using a five-level

accommodation standards ranging rating such type of accommodation on a scale of one to

five stars.


Classification: Highly-Technical

Type of Transaction: Government to Business (G2B) Who may avail: Hotels, Resorts, Apartment Hotels


Letter of Intent Applicant


FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Submit letter request for renewal of Star Rating Classification to the DOT Regional Office.

Receive request and send a Memorandum of Endorsement to the Office of Tourism Standards and Regulation (OTSR) endorsing the request audit for renewal of Star Rating Assessment.

None 1 day Accreditation Officer

2. Prepare and wait for inspection team.

Schedule inspection (first come, first serve basis), and prepare audit kits and documents.




None 8 hours SMED Officer, Regional Accreditation Officer.

56

3.2 Prepare audit findings, photo documentation and audit report summary.

3.3 Validate points and review compliance.

3.4 Prepare the confirmation of memorandum for the Regional Office.


3.5 Review and confirm assessment results. 3.6 The Regional Director shall confirm the result through an official memo. Note: The original copy of the audit report shall be signed by the Regional Director and Accreditation Officer and must be return to SMED through registered mail/ courier service.


3.7 Prepare Assessment Result Letter and final Audit Report copy.

None

1 day

SMED Officer

3.8 Affirm and recommend to the

None OTSR Director

57

TRCRG Undersecretary the approval of star rating classification. Note: If points garnered is more than 250 points and have complied with all the Mandatory and Minimum Requirements, the establishment shall be issued its corresponding star classification. If points garnered is within 201-250 & complied Mandatory and Minimum requirements, Regular Accreditation shall be issued.

3.9 Approve the Star-Rating classification and forward to the OTSR Officer. If not approved, TRCRG Undersecretary shall return to OTSR the


58

assessment result to further review the assessment findings.

4. Receive and review assessment result.

Note: If not amenable with the result, the Establishment shall request for a re-assessment/file an appeal within 15 days from receipt of registered mail with return card.

Release Assessment Result Letter to the property together with the Audit Report Copy through electronic and registered mail of DOT Records Section.


TOTAL None 15 days 8 hours

59

CERTIFICATE OF TAX WITHHELD

Issuance of Certificate of Tax Withheld (BIR Form 2306/2307) to creditors, suppliers, service providers covered under the tax law

Office or Division: Accounting Division

Classification: Simple Transaction

Type of Transaction: G2B (Government to Business) Who may avail: Creditors/Suppliers/ Service Providers


Signed Disbursement Voucher (1 original copy)

Cash Division

Tax Identification Number Creditors/Suppliers/ Service Providers


FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Request Certificate of Tax Withheld upon claim of check/ADA.

1.1 Encode BIR Form 2306/2307 thru online e-BIR Forms system.

None 4 hours

Administrative Assistant (Accounting Division)

1.2 Sign Certificate of Tax Withheld (BIR Form 2306/2307).

None 30 minutes

Chief Accountant/ Accountant IV/ Accountant III

1.3 Release the Certificate of Tax Withheld (BIR Form 2306/2307).

None 30 minutes

Administrative Aide (Accounting Division)

TOTAL None 5 hours

60

COLLECTION OF PAYMENTS FOR ACCREDITATION AND

TRAINING/PARTICIPATION FEES/BID DOCUMENTS

Collectibles in cash or check from the Department of Tourism Stakeholders as payment for

Accreditation and Training, Participation Fees and Bid Documents shall be made through an

issuance of Order of Payment from the Accreditation Office and/or Accounting Division.

Office or Division: Cash Section –General Services Division

Classification: Simple

Type of Transaction:

G2B –Government to Business Entity G2C –Government to Citizen/Professional Speaker

Who may avail: Business Owner/Signatory; or Authorized Representative


Order of Payment (1 original copy) Accreditation Office of DOT

Cash Payment Company/Mother Office

Check Payment (dated and payable to the Department of Tourism)

Company/Mother Office


FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Proceeds to Cash Section of DOT for payment

1. Validates the Order of Payment (OP)

None 2 minutes Cashier

2. Pays the required amount by cash/check

2. Receives and counts/validates the cash/check payment in front of the client

As indicated in the OP

3 minutes Cashier

2. Receives the Official Receipt

3. Issues Official Receipt

None 2 minutes Cashier

TOTAL None 7 minutes

61

ENDORSEMENT FOR SPECIAL INVESTOR’S RESIDENT VISA Procedure for the endorsement of qualified foreign investors to the Bureau of Immigration for the availment of the Special Investor’s Residents Visa.

Office or Division: Project and Investment Evaluation Division

Classification: Complex Transaction Type of Transaction: G2C (Government to Client)

Who may avail: Qualified Foreign National CHECKLIST OF REQUIREMENTS WHERE TO SECURE

1. DOT OTSR Form 003 (1 original copy) Project and Investment Evaluation Division

2. Bank Certificate under oath signed by the Presidents or Senior/Executive Vice President or officer with a rank not lower than Assistant Vice President or officer of equivalent rank, and proof of inward Remittances converted into pesos (e.g. credit advice, copy of tele graphic transfer, etc.) (1 original copy, 3 certified true copies)

Bank

3. Central Bank Certificate (1 original copy, 3 certified true copies)

Banko Sentral ng Pilipinas

4. Police clearance duly authenticated by the Philippines Embassy or Consulate (1 original copy, 3 certified true copies)

Police Station (investor's country or place of residence)

5. NBI Clearance (1 original copy, 3 certified true copies)

NBI Office

6. CID Intelligence Clearance (1 original copy, 3 certified true copies)

CID Office

7. Medical Health Certificate from duly authorized physician (inclusive of AIDS Test Result) (1 original copy, 3 certified true copies)

Medical Institution (investor's country or place of residence)

8. Medical Health Certificate on physical fitness to be issued by the National Quarantine Office upon presentation of an AIDS results from any of the following hospitals: (1 original copy, 3 certified true copies)

a. American Hospital b. Makati Center c. St. Luke's Hospital d. Manila Doctor's Hospital

9. Mental Health Certificate from a competent mental health institution issued by any of the following

Mental Health Institution (investor's country of place or residence)

62

hospitals: (1 original copy, 3 certified true copies)

a. National Center for Mental Health

b. Philippine General Hospital c. Jose Reyes Memorial Hospital d. Veterans Memorial Hospital

10. Applicant’s Passport (4 photocopies) Proponent

11. Passport of the applicant's legal spouse and dependent/s, if any (4 photocopies)

Proponent

12. Marriage certificate of applicant and his spouse (4 photocopies)

Proponent

13. Birth certificate of the applicant, his spouse and dependent children joining him/her to the Philippines. (4 photocopies)

Proponent


FEES TO BE PAID

PROCESSING TIME

PERSON RESPONSIBLE

1. Visit the reception area to get a Visitor’s Identification Card and Service Feedback Form from the agency Security Officer and proceed to the Project and Investment Evaluation Division.

Check the purpose of the visit, request the deposit of a valid identification card, and requests the client to register in the logbook.

None 1 minute Agency Security Officer

2. Submit duly accomplished Application Form and complete documentary requirements.

2.1 Receive complete application documents and forward to Division Chief for task delegation. Return incomplete application for completion.

None 10 minutes PIED’s Investment Officer

2.2 Evaluate and prepare transmittal memorandum for the Undersecretary of TRCRG and the corresponding

None 1 day PIED’s Investment Officer

63

Endorsement Letter, and Letter Request for BSP Certification. Return to the Division Chief for review and initials.

2.3 Forward to the Office of the OTSR Director for recommendation and approval .

None 1 day Division Chief

2.4 Endorse to the TRCRG Assistant Secretary for initials.

None 30 minutes OTSR Director

2.5 Affix initials on the Endorsement Letter and forward to the Office of the Undersecretary.

None 30 minutes TRCRG Assistant Secretary

2.6 Sign BSP Endorsement Letter and remand to PIED for transmittal.

None 3 days TRCRG Undersecretary

2.7 Affix seal and release to the p