Reception

Why is it important? First place a visitor sees Should make a good impression and create a positive image Keeps the working areas safe and secure

Receptions you have visited Think about Where were they? What was your first impression? How did the receptionist treat you? Which features make a good reception area

Features of a Good Reception Area Reception desk – large and tidy Waiting area for visitors Comfortable seating Table with magazines/newspapers Refreshments Toilet facilities Plants/pictures

The Receptionist - Duties Greeting visitors Directing visitors to department Making appointments Maintaining the Reception Books Operating the switchboard (telephone) Taking messages Admin tasks – word processing, filing, mail

The Receptionist - Qualities Friendly and helpful Polite Well presented – neat appearance Patient (with difficult visitors) Tactful Knowledgeable about the company

Types of Visitors – 3 main types Regular callers – visitors who arrive daily or weekly and who do not have an appointment. Visitors with appointments – people who have pre-arranged to see a member of staff. A date and time have been set. Visitors without appointments – people who turn up unexpectedly in the hope that a member of staff is available. Quiz

Visitor arrives Dealing with Visitors WITH Appointments Copy of diagram is in the task book Ask visitor’s name and take their business card Check the Appointments Diary Ask the visitor to sign the Visitors’ Book Issue visitor with a security pass Contact member of staff the visitor wishes to see If delayed, ask the visitor to take a seat/refreshment If available direct to appropriate member of staff

Dealing with Visitors WITHOUT Appointment Visitor arrives Ask visitor’s name and take their business card Ask for the name of the person they wish to see Ask the visitor to sign the Visitors’ Book If unavailable: Arrange an appointment Ask if another member of staff can help Contact member of staff the visitor wishes to see If available, issue visitor with a security pass Visitor leaves Direct to appropriate member of staff/office

Reception Records Appointments Diary – contains details about the visitors expected each day. Includes: Time of appointment Name of visitor Visitor’s firm/home address or contact number Member of staff they will see

Reception Records (continued) Reception Register (Visitors’ Book) – contains details about all visitors. Includes: Time of visit Name and address Member of staff they were seen by Action required (eg appointment made) Car registration

Reception Records (continued) Staff In/Out Book – used to record staff movements. Important in times of emergency eg fire alarm Includes: Time of arrival/departure Name Department Destination/Reason for leaving office Time expected back (if relevant)

Technology Changes Technology has changed the way a Receptionist records information and contacts staff. Pager – used to pass on a brief message to staff who are not at their desk or are out of the office Mobile Telephones – has features such as text messaging and WAP (access to the Internet) Give examples when a Receptionist would make use of mobile phone features

Technology (continued) Electronic Diaries – are used instead of paper diaries to make appointments Includes: Date Details – start/finish time, location, duration Alarm – gives a reminder before the appointment/meeting is due to start

Electronic Diary Features Highlights if a double booking will occur Regular meetings can be entered once if they are a repeat occurrence Changes can be made quickly and neatly Multiple diaries can be updated at the same time Printouts (hard copies) can be made at any time To do list can be created (task pane)

Security All visitors should enter the building through the reception area The reception desk should never be left unattended Visitors must wear a security badge at all times Visitors must wait in reception until they are directed/escorted to the person they have come to see

Security (continued) Visitors’ departure time should be recorded in the Reception Register when the security badge is returned Confidential documents and money should never be left in reception Suspicious packages should be reported immediately to security

Security Measures Security badges Staff ID badges (with photograph) CCTV Entry phone at the front door Swipe card or keypad entry systems to restricted areas Employing specialist security staff