What makes a good reception area? Waiting area Informal Meeting Area Comfy Chairs Plants Security Camera Refreshments Entry phone system Photographs Magazines etc Receptionist Switchboard, fax & PC

All visitors should report to Reception On 1st Floor Clearly visible on entering the building Clearly signposted

Close to reception so visitors do not feel forgotten Plants can improve the appearance of this area Pictures can also improve this area

Thought should be given to: Type of seats Number of seats Arrangement of seats eg rows, informal layout

Magazines, brochures, newspaper etc Display of products or services Organisation reports

Must be close to reception area

Vending machines Water dispenser

Telephone/switchboard Telephone answering machine PC/Computer Fax Public telephone

Security camera(s) and monitors ID Badges - for staff and visitors Entry-phone Swipecards Keypads

Well groomed Polite Helpful Calm/patient Tactful Well-organised Well-informed

Deal with visitors Hand out security passes Maintain and check Appointments Book Looking after Reception Register Looking after/checking Staff In/Out Book Maintaining an Electronic Diary Passing on messages to staff Operating the switchboard

Visitor arrives Ask visitor’s name and take his/her business card Check the appointments book Ask visitor to sign the Visitors’ Book Issue visitor with a security pass Contact the member of staff the visitor wishes to see If delayed, ask the visitor to take a seat/refreshment If available, direct to the appropriate member of staff/office

Visitors with Appointments Visitor Arrives Ask Visitors name and take their business card Check the Appointments Diary Get the Visitor to sign the Reception Register Issue Security pass Contact the member of staff to be seen If delayed, ask the visitor to take a seat, offer refreshments If available, direct visitor to the appropriate member of staff/office

To arrange another appointment If another member of staff could help Visitor arrives Ask visitor’s name and take his/her business card Ask for the name of the member of staff they wish to see Ask the visitor to sign the Visitors’ Book Contact the member of staff the visitor wishes to see To arrange another appointment If another member of staff could help If unavailable ask them: Issue a visitor security pass Direct to the appropriate member of staff/office If available:

Visitors without Appointments Visitor Arrives Ask Visitors name and take their business card Ask for the name of the member of staff they wish to see Get the Visitor to sign the Reception Register Contact the member of staff to be seen If available, issue security pass Direct to appropriate member of staff/office If unavailable, ask them: To make an appointment OR If another member of staff can help Visitor Leaves Visitors without Appointments

Visitors should first report to reception Security/ID badges to be worn by staff and visitors Swipecards to gain entry to the building Keypads/Combination Locks/Entry-phone systems are used to gain entry

CCTV installed throughout the building Security Patrols to monitor the buildings and grounds