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ReceptionUnit 2c
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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.
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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
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Duties and Qualities of a Receptionist
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
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ICT at Reception
Telephone
Switchboard
Mobile
Pager
Fax machine
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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
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Visitor’s BookDate Name Name of
OrgTo see
Time In
Time Left
VehicleReg
2/3 Miss Smith AB Ltd Mr Jones 3.40 pm
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Appointment BookTime Name Company Appoint with
9.00 J Livingston Fabby Food P Smith
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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
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Staff In/Out BookDate Name Dept Time
OutTime In
2/3 P Ball Sales 2.30 pm
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Dealing with Visitors
No appointmentIf they have appointment4. Try to contact person visitor wants4. Check in appointment book
7. Visitor to sign Appointment book9. Direct or accompany visitor
- Suggest visitor makes appointment
8. Ask visitor to take a seat; offer refreshments
- Ask if someone else will do or7. Phone person to inform them
6. If not available6. Ask visitor to complete Visitor Book
5. If available, follow 4-9 over5. Issue visitors’ badge
1. Greet the visitor2. Ask their name and who they wish to see
3. Ask if they have an appointment
Good morning, can I help you?
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Security at ReceptionStaff• 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
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Security ProblemsJustification/ReasonSolutionProblem
To allow identification of person
They can confirm ID
They are trained to deal with this type of situation
People tend to calm down if you speak calmly to them
Recipient will be able to provide info on contents of parcel
To prevent injury
Have photos of all staff on file
Contact their line manager
Staff arrive without ID
Contact security
Try to stay calm
Aggressive visitor
Try to identify who it is for
Never open or move it
Suspicious parcel left
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To sum up, do you know about …
• 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
