Meaning: The reception office is where visitors to an organisation are received and attended to. It is the first point of physical contact with a company or an establishment.
The way a client or customer is received influences his assessment of the organization. This is why some organizations make the reception office cosy and imposing.
A Good Reception’s Office Should Have the Following;
- Reception desk and good office.
- An office chair for the receptionist.
- Chairs for guests, while waiting.
- A table to hold literature, magazines or to provide guests a place to put their briefcase or laptop while waiting.
- Wall clock
- Visitor’s book
- Stapler etc.
Meaning: A receptionist is an important member of a business organization. He/She is the point of communication between the organization and the external environment.
The receptionist is therefore strategic to organizational accomplishment of goals. He/She may grant a security services like granting pass or permit clients; and reporting suspicious characters to the security unit.
The work of a receptionist is usually performed in a waiting area such as a lobby or front desk of a business organization.
IMPORTANCE OF THE RECEPTIONIST
The following constitute the importance of the receptionist.
a. The receptionist assists in receiving visitors that come into the company or organization.
b. He/She also helps in directing visitors to the very offices they want to go.
c. The receptionist ensures that letters and mails are sorted and handled with utmost care.
d. He/She answers telephone calls on behalf of the other officers in the establishment.
e. The receptionist can also help to set appointments on behalf of his boss.
f. One important duty of the receptionist is to keep office records safe, by storing them in the computer or other storage devices.
The receptionist inspires and sustains confidence in visitors. This is why receptionist are equipped to behave in ways to sustain the interest of clients. In essence, the post of a receptionist is not a dead position. It often times provides a ladder for growth not only within but outside an organization.
QUALITIES OF A RECEPTIONIST
The receptionist should maintain certain welcome attitudes, positive dispositions and essential qualities, in order to do the job successfully.
The attributes are;
a) He should be calm and courteous at all times, regardless of the visitor’s behaviour. The receptionist should not show personal feelings concerning a customer’s or visitor’s behaviour.
b) He should be attentive to customers/clients.
c) He should be neat and well groomed in appearance.
d) He should respect confidentiality and show discretion in conduct. This implies that the receptionist should not gossip on what he sees or hears at work place.
e) He/She should show maturity in handling issues presented, and exhibit good human relations skills.
f) He/She should be polite in answering questions. This includes using “Sir” or “Ma” while responding and in a clear and cheerful voice.
g) He should be patient when dealing with visitors/customers and co-workers.
h) He should demonstrate loyalty and devotion to duty.
i) Dependability: A receptionist should be dependable to be trusted by the management of the organization.
j) He should possess very good communication skill. This includes: answering telephone calls and communicating with the management of the company on those important calls and issues of concern.
k) Ability to remember names, faces, in order to deal with customers individually and also in relating with co-workers.
l) He/She must be knowledgeable about people and the type of work or service that the organization does or provides.
Receptionist Rules for Answering The Telephone
- Always be polite and welcoming.
- Keep your conversation as brief as possible, without sounding rude or in a hurry.
- Make sure you know how to effectively operate your telephone.
Tips For Answering Telephone Calls
- Be organized. Have everything required ready, like your pen, desk pads, message book, etc.
- “Who may i say is calling ?” Will be a good way to find out the caller’s name.
- Ask the caller how you may help or what his problem is. Listen attentively and do not interrupt.
- Thank the caller for calling.
- Pass on the message accordingly and in time too.
DOCUMENTS HANDLED BY THE RECEPTIONISTS
- Visitors log book
- Visitors Register or Appointment Lists
- Request form
- Business cards
- Phone directory
- Telephone message pads