ADMINISTRATION REVISION - BLOCK 3 RECEPTION
RECEPTION Reception is the first area someone enters when they visit an organisation and therefore it must create the correct impression. Reception is where visitors judge if an organisation is efficient and worth dealing with or whether to go elsewhere. The receptionist should be: The receptionist will: • polite • welcome visitors • operate the switchboard • calm • issue visitors’ passes • patient • receive mail and packages • tactful • keep the staff in/out book • and the visitors’ book • helpful • discreet • keep the reception tidy • friendly • fax, file and word process These are qualities These are duties
THE RECEPTION AREA This is always located at the entrance to the workplace. It should be bright and welcoming and should contain the following: • reception desk staffed by a receptionist • seating for visitors who must be kept waiting • toilet facilities • facilities for the disabled eg ramps etc • reading materials • tea/coffee machine • organisation chart • CCTV equipment
DEALING WITH VISITORS Here is the procedure for dealing with visitors who call at reception: Welcome the visitor with a friendly greeting Ask the visitor for name and/or business card Check the appointments diary for that name If the visitor has no appointment, get them to make one Phone the person to see if they are free when free if not yet free have them sign the visitors book ask them to wait issue visitor a pass keep them informed give directions
MAINTAINING APPOINTMENTS Appointments can be kept manually or electronically. Manually, appointments are kept in an appointments book. Electronic diary software such as Microsoft Outlook allows information to be stored, shared and amended. It can also be integrated with e-mail and room booking records. The advantages of an electronic diary are: • it is more easily amended • problems such as double booking are automatically highlighted • the diaries of several people can be co-ordinated without difficulty • the diary and appointments records can be accessed from home
HOW THE RECEPTIONIST COMMUNICATES The receptionist must be able to contact staff using a variety of methods. • telephone/switchboard • mobile telephone • tannoy • pocket pager The receptionist may need to use the following phone services: • Directory Enquiries • International Operator • last number redial • emergency services operator • advice of duration and charge - to tell you how much a call costs • creating an index of stored phone numbers • reverse charges
SECURITY Many security measures take place at reception such as: • monitoring CCTV cameras • issuing security/visitors’ badges • insisting that all visitors sign the visitors’ book • maintaining the controlled entry eg entry phone on the main door • maintaining swipe card access procedures Security incidents can occur at reception such as: • dealing with aggressive visitors • dealing with a suspicious parcel • the unauthorised entry of a person
Now answer the following questions in sentences on paper. 1 Why is it important to give a good impression at reception? 2 List 3 qualities which a receptionist should have. 3 List 3 duties normally done by a receptionist. 4 What happens if a visitor arrives without an appointment? 5 If visitors must be kept waiting, what should be done? TEST 6 6 What are the 2 methods of maintaining appointments 7 What are the 2 advantages of keeping an electronic diary? 8 How can reception contribute to maintaining security? 9 Name a security problem which the receptionist could face. 10 Write down how you would deal with this security problem. Now check your answers with the solution and note your score.
PROBLEM SOLVING Answer the following on paper please. The following issues have been raised by the receptionist. Indicate how each of these problems can be solved. 1 No-one knows who is in the building and who is not. 2 Deliveries are often left in reception for long periods. TEST 7 3 The receptionist has difficulty contacting staff when necessary. 4 Too many visitors want to be seen without an appointment. 5 People are sometimes double booked with appointments. 6 There are long spells during the day with nothing to do. 7 Staff make appointments and don’t tell the receptionist. 8 Visitors often get impatient when asked to wait. Now check your answers with the solution and note your score.