To fulfill its commitment to continuous improvement in service aspects, the Faculty of Public Health (FPH) at the Universitas Indonesia (UI) held a training session on excellent service for security and cleaning staff on December 14, 2024. Held at the FPH UI G Hall, the event aimed to enhance service quality and professionalism among staff who are on the front lines of providing services to all FPH UI stakeholders, including students, faculty, and visitors.
As part of the team responsible for maintaining campus security, comfort, and cleanliness, the security and cleaning staff play a crucial role in creating a conducive environment for learning and working. Their roles significantly influence the experience of all campus visitors and residents. Therefore, excellent service training is essential to improving their competency in carrying out their daily tasks.
The training, led by Vida Bahsuan, an expert in human resource development and public services from The Professional Academy, was attended by more than 60 security and cleaning staff from FPH UI. The staff were trained not only to understand the concept of good service but also to sharpen their practical skills through simulations of real-life situations they might face on the field.
The event was opened with a speech by the Vice Dean for Resources, Ventura, and General Administration of FPH UI, Dr. Milla Herdayati, S.K.M., M.Si., who emphasized the importance of improving service quality at FPH UI and the role of security and cleaning staff in achieving this goal.
“Security and cleaning staff are our frontline workers. Good service quality must start with them, who are always at the front lines interacting with students, faculty, and visitors. This training is important to provide an understanding of the significance of excellent service and how to handle different situations,” said Dr. Milla in her speech.
Participants were provided with material on the concept of excellent service, which included being friendly, responsive, and having good communication skills. They were also taught how to handle complaints professionally, as well as tips for maintaining cleanliness and safety around the campus environment.
The practical session was a crucial part of the training. Participants were divided into groups to conduct simulations of real-life situations, such as assisting visitors who need help, responding to emergencies, and communicating with students or faculty facing problems. Through these practices, the staff were given the opportunity to hone their skills in handling various situations quickly and effectively.
This training did not only focus on improving technical skills but also provided space for staff to share experiences and discuss the challenges they face in their daily work. Through the discussion session, participants were able to offer feedback and ask questions about situations they might encounter.
It is hoped that this training will not only enhance the skills of the security and cleaning staff but also improve the overall service quality at FPH UI. With better service, students and visitors are expected to feel more comfortable and safe while on campus.
Through this training, FPH UI continues to demonstrate its commitment to maintaining service quality across all aspects, particularly for frontline staff, such as security and cleaning personnel, who are key to ensuring comfort and safety for all stakeholders of the faculty. (wrk)