SPS Trains Staff on Quality Service Delivery
Hospitality staff of the School of Postgraduate Studies (SPS), Covenant University, have been urged to rededicate themselves to duty by imbibing the virtues of punctuality, respectability, honesty, accountability among others in their service delivery to customers within and from outside the University.
Speaking at a training programme organised by management of the SPS for its hall staff on Tuesday, January 31, 2017, the Dean, SPS, Professor Samuel Wara said that it was necessary for the participants to maximize the opportunities provided by the training to equip themselves for better performance.
Competition, he acknowledged, is keen in the hospitality business, such that only those with impeccable quality service delivery remain afloat. “Planning and time management are crucial to achieving the best of results,” he added.
The training, which featured presentations by resource persons drawn from within the University, began with the Financial Controller, Mr. Paul Uwajeh, giving a lecture on the topic, ‘Handling Cash, Receipting and Room Charges’. While emphasising the importance of keeping accounting records, Mr. Uwajeh said that every organisation sustains growth and stability when rules and regulations are complied with.
Next was Dr. Conrad Omonhinmi, a faculty in the Department of Biological Sciences, who apprised the hostel staff with tips on ‘Maintaining Healthy Relationship with Guests and Students’. He admonished participants on the need for them to always keep a positive attitude when attending to customers because “the customer is king”.
Healthy relationship with customers, Dr. Omonhinmi explained, is essential, ensures steady income, and builds loyalty and trust. He also stressed the need to fashion a Unique Selling Point (USP), build communication, be scientific in approach, offer incentives to loyal customers and maintain a clean environment.
Speaking on the topic, ‘Understanding Staff Code of Conduct and Work Ethics’, Head of Academic Affairs Unit, Mrs. Helen Olatunbosun, described staff as employees charged with discharging the services of a business, adding that a code of conduct enables members of the business community to know how to behave themselves. Work ethics, she said, is a moral philosophy or code of moral practice for a person or group of persons.
Rounding off the presentations, Mr. Benjamin Ameh, who spoke on the topic, ‘Security Consciousness and Expectations’, said that security is the most important thing in the nation and the world at large. Everyone, he pointed out, is a stakeholder in security enforcement and as such, staff should be conscious of what goes on in and around their duty posts.
Presentations were interspersed with question and answer sessions, during which some of the participants shared their on-the-job experiences and sought guidance and clarifications on issues from the resource persons.
The Sub-Dean, SPS, Dr. Humphrey Adebayo and other senior staff of the school also graced the occasion.