Reception

1. Reception Unit 2c

2. Why is the Reception Area so important? The reception area will give a customer or visitor their first impression of the organisation. A good first impression can increase the success of the organisation.

3. Layout of the Reception Area Near the main entrance Large desk with visitor records Waiting area with comfortable seating Drinks machine CCTV Organisation chart Reading material Photos and certicates Well-decorated with plants

4. Duties Greeting visitors Making appointments Directing visitors Keeping reception area tidy and presentable Keeping reception records up to date Qualities Friendly and helpful Calm and patient Well presented – neat and tidy appearance Knowledge about the organisation Duties and Qualities of a Receptionist

5. ICT at Reception Switchboard Pager Telephone Mobile Fax machine

6. Record Keeping at Reception The Receptionist is responsible for keeping 3 main records up-to-date: • Visitors’ Book • Appointments Book/Electronic Diary • Staff In/Out Book

7. Visitor’s Book

8. Appointment Book

9. Electronic Diary – Alternative Visitors Book • Allows appointments to be entered and saved to computer already on desk • Alterations can be made more quickly and neatly than on paper • Allows a to-do list to be kept • Stores names, addresses etc • Regular appointments only entered once • Reminders can be set

10. Staff In/Out Book

11. Good morning, can I help you? Dealing with Visitors • Greet the visitor • Ask their name and who they wish to see • Ask if they have an appointment If they have appointment No appointment • Check in appointment book • Try to contact person visitor wants • Issue visitors’ badge • If available, follow 4-9 over • Ask visitor to complete Visitor Book • If not available • Phone person to inform them - Ask if someone else will do or • Ask visitor to take a seat; offer refreshments - Suggest visitor makes appointment • Visitor to sign Appointment book • Direct or accompany visitor

12. Security at Reception Staff • Sign in/out every day • Wear uniform • Wear ID badge always Visitors • Report to reception • Sign in and wear badge • Be accompanied at all times • Reception • Always manned – arrange cover for breaks • Keep confidential paperwork safe • Angle screen away from visitors • Security guards • Swipe cards • Entry phones • Locked doors • Entry phones • Keypads/combination locks

13. Security Problems Problem Solution Justification/Reason Suspicious parcel left Never open or move it To prevent injury Try to identify who it is for Recipient will be able to provide info on contents of parcel Credit Only Aggressive visitor Try to stay calm People tend to calm down if you speak calmly to them Contact security They are trained to deal with this type of situation Staff arrive without ID Contact their line manager They can confirm ID Have photos of all staff on file To allow identification of person

14. Why is Reception important Layout of Reception Area Duties and Qualities of Receptionist ICT at Reception Visitors’ Book Appointments Book Electronic Diary Staff In/Out Book Dealing with Visitors Security at Reception Security Problems To sum up, do you know about …