The Senior Staff Club House of the Kwame Nkrumah University of Science and Technology, Kumasi (KNUST), has organized its maiden staff training workshop and retreat to strengthen professionalism and improve service delivery among staff.
Held under the theme, "Aiming at Excellence in Our Delivery," the retreat provided a platform for staff members to reflect on their performance, identify challenges and explore strategies for enhancing customer service and operational efficiency at the facility.
Chairman of the Senior Staff Club House Management Committee, Dr. Joseph Akadeagre Agana, encouraged participants to openly share ideas and embrace new perspectives that would contribute to the growth of the Club House and support the University's broader vision.
He urged staff to reflect on achievements made so far and the challenges encountered, stressing the need for collective efforts to improve service delivery.
"If we are able to deliver our best, the Club House will become a place where members of the university community can find relaxation, comfort and a welcoming environment," he said.
Deputy Registrar, General Administration, Mr. Ebenezer Tettey Otieku, underscored the importance of continuous learning and self-assessment in achieving institutional goals.
He noted that as KNUST pursues its vision of moving from excellence to eminence, every staff member must contribute effectively within their respective roles to advance the University's progress.
"We work as a system, and when one person fails to perform their role effectively, it affects the entire system," he said.
The Senior Assistant Registrar and Manager of the Senior Staff Club House, Ms Susana Asamoah Esq., described the workshop as a milestone for the facility, noting that it was the first staff retreat to be organised since the establishment of the Club House.
She said the workshop was designed to equip staff with the knowledge and skills needed to improve service delivery, develop more efficient ways of working and promote a culture of excellence.
“Ever since the establishment of the Senior Staff Club House, this retreat or workshop is the first of its kind. With our theme, ‘Aiming at Excellence in Service Delivery,’ we want to apply the lessons from this workshop to the work we do and hope to see improvement in our service delivery afterwards,” she said.
Ms Asamoah urged staff to embrace the knowledge gained during the training and strive for excellence in their daily duties, adding that improved service delivery would contribute significantly to advancing the University's core value of a culture of excellence.
Senior Counselling Psychologist at the KNUST Counselling Centre, Mrs. Bernice Serwaa Ofosuhene Peasah, reminded participants that every interaction at the Club House reflects the image of the University and therefore requires the highest standards of conduct.
She encouraged staff to demonstrate punctuality, reliability, effective communication, courtesy and fairness in serving members and guests.
"Excellence in service delivery is not a single grand gesture; it is the sum of small, dignified, ethical and professional choices made every day," she said.
Mrs. Peasah further emphasized the importance of honesty, accountability, confidentiality and teamwork in sustaining high service standards at the facility.
Senior Assistant Registrar at the Admissions Office, Mr. Matthew Amoako, encouraged participants to place customers at the centre of service delivery by understanding their needs and providing appropriate solutions.
He advised staff to treat customers as they would like to be treated, listen attentively to their concerns and work towards providing the best possible solutions.
Dr. Benjamin Appiah Osei, a Senior Lecturer at the Department of Hospitality and Tourism Management, delivered a presentation on best practices in restaurant service delivery, emphasizing that hospitality is reflected in how guests are welcomed, respected and cared for.
He said excellence is built through consistent attention to everyday service standards and encouraged staff to uphold professionalism, maintain high standards of food safety and hygiene, and work collaboratively to ensure positive guest experiences.
“A restaurant becomes excellent when every staff member does the small things correctly every time,” he said.
Senior Pharmacist at the KNUST Hospital, Dr. Linda Bedu-Addo, took participants through good hygiene practices, stressing the importance of personal cleanliness, sanitation and adherence to health and safety protocols in creating a safe environment for both staff and guests.
Acting Head of the University Stores, Mr. James Kwadwo Boateng, also addressed participants on continuous improvement as a supply chain management tool for achieving organisational success. He encouraged staff to embrace innovation, monitor performance and identify opportunities for improvement in their daily operations.
