The Receptionist
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The receptionist is the first person that the
visitor to the company meets.
Visitor’s impression of the organization is
affected by how he/she is received by the
receptionist.
Therefore, the receptionist has a very
important role to play!
Qualities of a Receptionist
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Good grooming
Pleasant personality
Courtesy
Initiative
Tactful
Good communication skill
Clear knowledge of the organization
Roles of a receptionist
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Handle telephone calls
Handle visitors and their queries (e.g.
directing visitors correctly to the
appropriate destinations within the
organization
Making appointments
Maintaining the reception area
Filing
Revision
(How should a receptionist
communicate on the phone?)
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Communicate effectively
Speaking slowly and clearly.
Listening attentively and actively.
Do not eat or drink while speaking on the
phone.
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Be courteous
Smile with your voice.
At the end of the call, replace the handset gently.
Do not speak rudely while a caller is on hold.
Do not spend a long time talking to the caller
about personal things.
Do not spend a long time over the telephone
talking to your friends.
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Be prepared to take notes
Have a notepad and pen nearby to take
messages.
Pick up the handset with the hand that is
not used for writing.
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Respect confidentiality
Do not repeat what you have heard over
the phone to anyone else.
Do not give confidential information over
the telephone.
The Reception Area
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Usually located near the entrance of an
office.
Well-designed to project a positive image
of the company.
Well-maintained, neat and tidy.
What should a well-equipped
reception area have?
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A reception desk
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A waiting area with sofa
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Reading materials for visitors,
e.g. newspapers, magazines.
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Decorative plants
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The company’s organization chart
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Telephone directories
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Three-dimensional model or diagram
showing the layout of the building.
The Appointment Book
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The Appointment Book contains
information about appointments made by
visitors for the day.
It includes:
Appointment date and time
Visitor’s name
Name of the visitor’s company
The person that the visitor wishes to see.
Sometimes, the book even tells you the venue of
the meeting place!
Now your task is to try to design a
page of an appointment book!
Business Cards
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Business cards are often offered to the
receptionists by the visitors who arrived.
The receptionist then uses the information
to inform the staff member who the visitor
wants to see.
The receptionist then record the
information in the Reception Register.
A business card displays:
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Name
Job Title
Company’s name
Company’s contact details
e.g. address, telephone number, facsimile
number, website, email address.
Reception Register
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Used to keep a record of the visitors to the
company.
Visitors are often asked to fill in and
sign this reception register/ callers’
register.
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It includes:
Date
Name of the visitor
Name of the visitor’s company
Time of arrival
Time of departure
The action taken
Design your own Reception Register
How does a receptionist handle
(a) visitors with appointments?
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Check the Appointment Book to confirm
time of the appointment
Ask for the visitor’s business card.
Invite the visitor to take a seat while you
inform the staff whom the visitor wishes
to see.
Record the details of the business card in
the Reception Register.
Invite the visitor to take
a seat!
Record the visitor’s
details in the
Reception Register
(b) Visitors without
appointments?
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Politely ask about the nature of the visit.
Ask for the visitor’s business card.
Invite the visitor to take a seat.
Check with the staff member concerned.
Record the details of the business card in
the Reception Register.
(c) Difficult visitors
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If a visitor who does not have an
appointment insists on seeing an
executive who is busy or not around,
suggest that he sees another
executive or arrange for an
appointment.
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Even if the visitor is angry and
shouting, it is not good for you to lose
your temper and shout back.
A good receptionist should remain
calm and deal with the situation in a
professional manner.
1.
Explain to the visitor that the staff
member is not available or is busy.
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Politely ask whether the visitor would
like to see another staff who may be
able to help.
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Politely ask the visitor to leave his/her
name card for the staff member to set up
an appointment.
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Be sensitive, calm, polite and patient!!