Waiting area Reception Services What makes a good reception area? Informal Meeting Area Comfy Chairs Security Camera Magazines etc Photographs Plants Entry phone system Switchboard, fax & PC Refreshments Receptionist
The Receptionist DUTIES Welcoming visitors Handing out security passes Make appointments and maintain and update the electronic diary Look after the visitors book and the staff in/out book Filing Typing Operate the switchboard Take messages Receive faxes QUALITIES A good receptionist will be: Well groomed Polite Friendly Helpful Calm/patient Tactful Well-organised Well-informed about the organisation
Reception Records The receptionist will keep the following records at the reception desk: Reception Register (Visitor s Book) All callers to the firm MUST sign this book (with the exception of postmen etc). The register will show the visitor s details eg, name, organisation, time of arrival/departure, car registration number etc A Staff In/Out Book Any member of staff who has to leave the building during office hours will be required to write their reasons for doing so into the Staff In/Out book along with their time of leaving and return time.
Dealing with Visitors Throughout each day, many callers may visit your office, they could include: VISITORS WITH APPOINTMENTS Job applicants who have an interview Sales representatives from other companies VISITORS WITHOUT APPOINTMENTS Sales representatives Angry customers People looking for information about the business, handing in CVs etc REGULAR CALLERS Post people Couriers Window Cleaners All of these people will form an instant opinion about the organisation by the way and manner in which they are dealt with by the receptionist.
Visitor Arrives Ask Visitors name and take their business card Visitors with Appointments Check the Appointments Diary Get the Visitor to sign the Reception Register Issue Security pass Contact the member of staff to be seen If delayed, ask the visitor to take a seat, offer refreshments If available, direct visitor to the appropriate member of staff/office
Visitor Arrives Ask Visitors name and take their business card Visitors without Appointments Ask for the name of the member of staff they wish to see Get the Visitor to sign the Reception Register Contact the member of staff to be seen If available, issue security pass If unavailable, ask them: To make an appointment OR If another member of staff can help Direct to appropriate member of staff/office Visitor Leaves
An electronic diary is a computer application that allows users to check, enter and store information on future appointments. An example of the electronic diary found on schoolmaster is shown below. There may be space for a to do list The diaries of several people can be searched at the one time to schedule meetings Regular meetings need only be keyed in once it will automatically repeat the entry There may also be a contacts section so that names and addresses etc can be stored
Security
For larger companies, security begins in the car park. SECURITY GUARDS will record car registration numbers. Visitors are often asked to complete and sign a VISITOR S BOOK (Reception Register), giving their name and company and details of their visit. Visitors will also be issued with a SECURITY PASS (Visitor s Badge) SWIPECARDS are often used in many organisations to limit access to certain areas of the building. Staff may also be asked to wear IDENTITY BADGES and a UNIFORM so that they are instantly recognised Many organisations have now installed CCTV cameras. These can view entrances/exits and restricted areas of the building Staff should challenge any unauthorised person seen on the premises (particularly if acting suspiciously). However, they should take care not to endanger themselves. Call for Security/Police if appropriate
What security procedures should be followed at Reception? There should always be a member of STAFF at the reception desk. When one receptionist is ABSENT or having their BREAK a RELIEF receptionist should take over The receptionist must make sure that all RECORDS are completed FULLY and accurately by VISITORS The receptionist should not take part in CONFIDENTIAL telephone calls in front of visitors Any PAPERWORK which the receptionist is dealing with must be kept out of VIEW of visitors The receptionist s computer SCREEN should be angled SWAY from the view of visitors Filing cabinets in the reception area should be LOCKED when the reception area has to be left unattended, and computers should be LOGGED OFF.