2. Task 3 At the Reception Desk By Daniel Wu

3. Contents The role of secretary The role of secretary Duties of secretary Duties of secretary How to deal with unexpected visitors How to deal with unexpected visitors Procedures of daily reception Procedures of daily reception Greeting the guest Greeting the guest Sending off the guest Sending off the guest

4. The Secretary’s Role What’s the definition of a secretary? What’s the definition of a secretary? What are the general duties of secretaries? What are the general duties of secretaries? How many types of secretaries do you know? What are they? How many types of secretaries do you know? What are they? What are the most important qualities of a secretary? What are the most important qualities of a secretary? What skills does a secretary need to have? What skills does a secretary need to have? What kind of relationship should a secretary and his/her boss keep? What kind of relationship should a secretary and his/her boss keep?

5. Definition A secretary, or administrative assistant, is a person whose work consists of supporting management, including executives, using a variety of project management, communication & organizational skills. These functions may be entirely carried out to assist one other employee or may be for the benefit of more than one. In other situations a secretary is an officer of a society or organization who deals with correspondence, admits new members and organizes official meetings and events. A secretary, or administrative assistant, is a person whose work consists of supporting management, including executives, using a variety of project management, communication & organizational skills. These functions may be entirely carried out to assist one other employee or may be for the benefit of more than one. In other situations a secretary is an officer of a society or organization who deals with correspondence, admits new members and organizes official meetings and events.

6. Definition A secretary has many administrative duties. Traditionally, these duties were mostly related to correspondence, such as the typing out of letters, maintaining files of paper documents, etc. The advent of word processing has significantly reduced the time that such duties require, with the result that many new tasks have come under the purview of the secretary. These might include managing budgets and doing bookkeeping, maintaining websites, and making travel arrangements. Secretaries might manage all the administrative details of running a high-level conference or arrange the catering for a typical lunch meeting. Often executives will ask their assistant to take the minutes at meetings and prepare meeting documents for review. A secretary has many administrative duties. Traditionally, these duties were mostly related to correspondence, such as the typing out of letters, maintaining files of paper documents, etc. The advent of word processing has significantly reduced the time that such duties require, with the result that many new tasks have come under the purview of the secretary. These might include managing budgets and doing bookkeeping, maintaining websites, and making travel arrangements. Secretaries might manage all the administrative details of running a high-level conference or arrange the catering for a typical lunch meeting. Often executives will ask their assistant to take the minutes at meetings and prepare meeting documents for review.word processingword processing

7. Related items Cabinet Secretary Cabinet Secretary Cabinet Secretary Cabinet Secretary Clerk Clerk Clerk Legal secretary Legal secretary Legal secretary Legal secretary Office lady Office lady Office lady Office lady Personal assistant Personal assistant Personal assistant Personal assistant Receptionist Receptionist Receptionist

8. Let's start off with the basic duties of a secretary. These duties come with the job and have to be dealt with, without fail. Schedule meetings - This includes informing the respective members about the meeting and taking confirmations about the same. The secretary needs to prepare the memos for informing the required members as well. Schedule meetings - This includes informing the respective members about the meeting and taking confirmations about the same. The secretary needs to prepare the memos for informing the required members as well. Prepare agenda - A meeting without an agenda is a disaster. All secretaries need to know that. The agenda needs to be created by the secretary on the basis of the issues that need to be discussed. A smart secretary will also keep the nature of the attending members in mind while creating the timeline of the agenda. Prepare agenda - A meeting without an agenda is a disaster. All secretaries need to know that. The agenda needs to be created by the secretary on the basis of the issues that need to be discussed. A smart secretary will also keep the nature of the attending members in mind while creating the timeline of the agenda. Prepare minutes of the meeting - During the meeting, it is mandatory for the minutes of the meeting to be kept. These minutes are the official record of the happening of the meeting and are, mostly, maintained by the secretary. Prepare minutes of the meeting - During the meeting, it is mandatory for the minutes of the meeting to be kept. These minutes are the official record of the happening of the meeting and are, mostly, maintained by the secretary. Take care if correspondence, as directed - The secretary needs to make sure that required mail is sent out. Many organization send out daily greetings to key clients. This job is mostly done by the secretary. Take care if correspondence, as directed - The secretary needs to make sure that required mail is sent out. Many organization send out daily greetings to key clients. This job is mostly done by the secretary. Keep in touch with clients or key customers, as expected - The secretary has to be aware that customers and clients need to be pampered to a certain extent, for best results. As such, it is one of the duties of the secretary to keep in touch on a regular basis with key clients. Keep in touch with clients or key customers, as expected - The secretary has to be aware that customers and clients need to be pampered to a certain extent, for best results. As such, it is one of the duties of the secretary to keep in touch on a regular basis with key clients.

9. Top 10 Qualities of a Great Secretary 1. Organized and detail oriented. 1. Organized and detail oriented. 2. Puts the boss's and company's "best foot forward" since he/she will most likely come in contact with clients before the boss does. 2. Puts the boss's and company's "best foot forward" since he/she will most likely come in contact with clients before the boss does. 3. Always answers the phone and greets visitors with a smile on his/her face and in his/her voice. 3. Always answers the phone and greets visitors with a smile on his/her face and in his/her voice. 4. Has up-to-date skills and the ability to learn new skills and procedures with ease. 4. Has up-to-date skills and the ability to learn new skills and procedures with ease. 5. Knows when to keep his/her mouth shut and when not to. Doesn't quibble over the small stuff. 5. Knows when to keep his/her mouth shut and when not to. Doesn't quibble over the small stuff. 6. Listens well and presents solutions rather than dwell on problems. 6. Listens well and presents solutions rather than dwell on problems. 7. Presents a professional appearance and attitude at all times. Doesn't bring personal problems to work. 7. Presents a professional appearance and attitude at all times. Doesn't bring personal problems to work. 8. Follows through quickly and efficiently with all tasks. 8. Follows through quickly and efficiently with all tasks. 9. Terrific spelling and grammar skills, and knows how to interpret the boss's hieroglyphics! 9. Terrific spelling and grammar skills, and knows how to interpret the boss's hieroglyphics! 10. Remembers the pressures the boss is under and doesn't bother the boss with every little problem. 10. Remembers the pressures the boss is under and doesn't bother the boss with every little problem.

10. Historical Role of Secretaries: A mere servant: keeping statutory records, keeping statutory records, performing certain administrative tasks. performing certain administrative tasks.

11. Current Role of Secretaries: A team secretary administration and supervision, administration and supervision, more interesting and involved role. more interesting and involved role.

12. Duties of a Secretary Carry out and coordinate an office’s clerical tasks Carry out and coordinate an office’s clerical tasks Organize and use paper and computer files Organize and use paper and computer files Conduct research and write reports Conduct research and write reports Manage projects Manage projects Keep track of supplies Keep track of supplies

13. Reception procedure

14. Site layout Site layout Greet the visitors Greet the visitors Learn the visiting purposes Learn the visiting purposes Report the visitors ’ information Report the visitors ’ information Guide to visitors Guide to visitors Introduction to each other Introduction to each other Deal with the temporary absence Deal with the temporary absence Help to stop the visiting Help to stop the visiting Keep record Keep record See off the visitors See off the visitors

15. Practice for reception procedure 内容提要： 内容提要： 1. 主动向来客致意，表示愿提供帮助； 1. 主动向来客致意，表示愿提供帮助； 2. 确定来客的公司、职务和姓名； 3. 确定来访的对象和目的； 4. 向来访对象通报来客情况； 4. 向来访对象通报来客情况； 5. 如不能马上接见，来客等候时给予简单的招 待； 6. 引导来客至接待处； 6. 引导来客至接待处； 7. 送别来客

16. Greeting the guest Sheraton ’ s 11 Service Basics 1) 10-5 Rule When you are within 10 feet of our guests, initiate eye contact with a genuine smile. When you are within 5 feet, acknowledge our guests with a warm and sincere greeting. 2) Escort Our Guests Anticipate our guests ’ needs by escorting them to their destination. If you are unable to do so, always ask a fellow associate for assistance. Do not point. 3) Extend Courtesy Exercise common courtesies with our guests; always allow guests to enter or exit any area first (elevators, doorways, etc.).. 4) One Hundred Percent Know your internal and external customers ’ (employees and guests) expectations. When a guest expresses concern, say “ I apologize ” or “ I ’ m sorry. ” Take ownership and follow up to ensure guests ’ satisfaction. 5) Our Guests Have Names Remember to use guests ’ names whenever possible. Doing so makes them feel welcome and right at home.

17. 6) Telephone Courtesy A ringing phone is the first impression we make with our guests. Always use proper telephone etiquette: answer the telephone within three rings, with a smile in your voice. Use a pleasant greeting; state your name and department, and say, “ How may I assist you? ” When necessary, ask the guest if he/she can hold. Do not place them on hold without their agreement. 7) Exceed Expectations Provide our guests with their unexpressed wishes and desires. Strive to enhance each guest ’ s experience of the hotel by going beyond his/her usual requests. 8) Never Say No Every guest request can be fulfilled. If you are unable to meet our guests ’ expectations, be creative and always offer options. When you don ’ t know the answer to a question, find someone who does. 9) Look Professional The image you project forms our guests ’ first impressions of the hotel. Take pride in your personal appearance by maintaining an immaculate uniform (i.e., clean, unwrinkled clothes, polished shoes, neatly groomed hair and nails, etc.). The most important part of your uniform is your smile. 10) Speak Professionally Always use proper vocabulary and grammar when speaking with our guests. (Use words like “ yes ” instead of “ OK ” or “ yeah, ” “ hello ” instead of “ hi, ” “ thank you ” instead of “ thanks ” or “ uh-huh, ” and “ us, ” “ we, ” “ ours ” instead of “ they, “ them. ” “ theirs. ” ) 11) Have fun! Create a pleasurable environment so that everyone leaves the hotel with a positive memory and looks forward to returning. Attitude is contagious.

18. How to Use Guest Greeting Etiquette 1 Shake hands when you meet someone new, when someone arrives at your party or if he offers his hand first. Make eye contact as you shake and keep your fingers together so you can make firm, web-to-web contact. If your hands are often sweaty, carry a tissue or handkerchief to absorb the moisture before you shake.

19. 2 Greet guests with hugs if you're at an informal gathering with friends and family. However, if your sister is introducing you to her new boyfriend, for example, opt to shake his hand instead until you get to know him better. Similarly, you should only shake hands when greeting people at a business function, regardless of how well you know them.

20. 3 Show common courtesy by standing to greet a new guest at your table if you're attending a luncheon or dinner reception. If it's too crowded to stand completely, lean in to offer your hand rather than making the new guest come to you. Modern etiquette insists that even women should rise to greet someone.

21. 4 Offer a one-line background when you introduce two people at a party. Saying something like, "Steve, this is Julia, my roommate from college" will give them a topic to discuss and also keep them from wondering how each other knows you. This is also a good practice when introducing people in a wedding receiving line.

22. 5 If a guest won't release your hand after shaking it, pretend you need to remove your hand to cover your mouth as you cough. You can also guide his hand over to the next person as you introduce them.

23. 6 Mention that you'd "love to discuss it after dinner" if you're greeting a guest who insists on having a conversation with you despite the fact that there's a line of people waiting behind him.

24. Sending off the guest Bid farewell Bid farewell Wish guests a good journey Wish guests a good journey Give Your Guests a Proper Good-Bye Give Your Guests a Proper Good-Bye Make Sure They Receive a Warm Send-Off Make Sure They Receive a Warm Send-Off By Donna Pilato, About.com Guide By Donna Pilato, About.com GuideDonna PilatoDonna Pilato