1. Reception

2. 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

3. 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

4. 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

5. 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

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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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)

13. 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

14. 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

15. 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)

16. 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

17. 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

18. 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