HCIM Staff Undergo SCORE-ILO Coaching Programme

A cross-section of participants listening to the facilitator

The Department of Hotel Catering and Institutional Management (HCIM) has successfully completed a coaching programme by the International Labour Organisation (ILO), under the ILO’s Sustaining Competitive and Responsible Enterprises (SCORE). The workshop dubbed “The SCORE HoCo Training Programme” focused on raising quality and standards through capacity building among lecturers and incorporation of hospitality coaching in their curriculum.

The three-day programme kicked off on Monday, 28th September at the University’s Guest Lodge. For three days, Lecturers and administrators at the HCIM Department were taken through comprehensive classroom training on workplace cooperation, responsible tourism and service excellence which are geared towards improving service quality based on market needs and customer feedback.

Speaking at the opening of the training, Vice-Chancellor of the University, Prof. Samuel Nii Odai emphasised the importance of the training in adding value and improvement in productivity. According to him, the SCOR training programme is an important one for the staff of the HCIM department to broaden their knowledge and also to improve their skills.
He encouraged lecturers and staff of the HCIM department to see the training as an opportunity to learn more in order to make a positive impact in students’ learning outcomes, and the hospitality sector in the country and beyond.

In the penultimate day of the training workshop, participants brainstormed on ways in raising standards and achieving excellence in customer service and customer satisfaction. Practical exercises were carried out to solicit ideas from participants on the subject. The session also included a group interaction supervised by hospitality expert and facilitator of the workshop Dr. Mensah-Ansah.

The final day of the training workshop was marked by a discussion on environmental practices that will help make close environment safe for the general public. He also encouraged the participants to engage in proper waste management and how to generate revenue from the waste they produce.

Dr. Mensah-Ansah assessed participants’ understanding of waste management by engaging them in a recycle quiz. In addition to this, participants were also taught practical ways to implement environmentally-friendly practices that reduce cost. The participant groups were tasked to design environmentally-friendly practices posters to campaign to hypothetical customers.

In his closing remarks, Dr. Mensah-Ansah charged participants to make the most of what they have learnt from the workshop and replicate proposed the appropriate practices in their professional life. He also called for a concerted effort to prioritize the welfare of customers to yield the desired customer satisfaction.

The SCORE HoCo programme is a unique new hospitality coaching programme for small hotels, guest houses and restaurants. The programme is led by experienced trainers who are experts in the hotel and tourism industry, to solve business issues. Its aim is to sustain competitive and responsible enterprises.

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