KNOX ACADEMY

STANDARD GRADE ADMINISTRATION

UNIT 2c
RECEPTION SERVICES
PUPIL NOTES

Standard Grade Administration Unit 2c: Reception Services What is the Public Image of Reception?
The receptionist is the first person a visitor will meet at an organisation. A good first impression may encourage repeat custom, increase success of the organisation, and impress job applicants. The way in which visitors are dealt with give an impression of the overall efficiency of the organisation and the care the organisation shows the customers.

To reflect a positive image, receptionist must: Create a good impression Demonstrate good practice and efficiency Providing a high level of care and attention to visitors Be welcoming and comfortable for the visitor

Reception is important because it provides: An identified area within the organisation for visitors to report to A means of welcoming, checking and directing visitors to appropriate departments and individuals An initial security check on all visitors to the organisation

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Layout of the Reception Area

The reception area should be located near the main entrance of the organisation. A receptionist will require a large desk, which should be kept neat and tidy. An organisation chart may be displayed. The waiting area should be well decorated and furnished with comfortable seats, coffee table, good lighting, pictures, plants certificates, etc. There might even be an aquarium to keep visitors interested while they are waiting! Visitors should have access to reading material (organisational literature or magazines), refreshments and toilet facilities. There should be suitable access for disabled persons.

A poor reception layout and an unprofessional receptionist

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Qualities and Duties of a Receptionist

There are a number of qualities, which are considered essential for a good receptionist. When a vacancy is advertised some of these may appear in the advertisement along with a description of duties.

Your teacher will show you some examples of current receptionist vacancies these may be on the Internet.

A good receptionist should be: Friendly and helpful Calm and patient Polite Well-presented neat and tidy in appearance Tactful and discreet Skilled in communicating with others Well organised Knowledgeable about the organisation

A receptionists duties will include: Greeting visitors Making/updating appointments Maintaining the visitors book and the staff in/out book Issuing visitors passes Directing visitors Taking and passing on messages Signing for incoming mail/parcels Keeping the reception area tidy Routine duties: o operating the switchboard o dealing with mail o word processing o filing

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Documents used by a Receptionist

Staff in/out Book The receptionist needs to know which members of staff are in the building or when they are due back for dealing with appointments/customer enquiries. All members of staff must complete the staff in/out book whenever they leave and return to the building.

Visitors Book The receptionist must ensure that all visitors sign in the Visitors Book (also known as the Reception Register) when they arrive and sign out when they leave the building. This allows the receptionist to know who is in the building in the event of an emergency evacuation.

Appointments Book/Electronic Diary Whenever the receptionist makes an appointment they must check that relevant staff members will be available. All appointments must be written accurately correct date/time, name of person to be seen, name of visitor etc.

Record keeping by the receptionist may be carried out manually or electronically

Most organisations have computerised appointments systems. This allows appointments to be made and information to be shared with others (if on a network). The benefits of using an electronic diary include: Appointments cannot be double-booked Regular meetings only need entered once Staff details can be stored in the address book Alerts can be used to remind the user of an appointment A to-do list may be generated Diaries of several people can be checked to find a suitable date/time for a meeting.

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Procedure for Dealing with Visitors

Greet 1. 2. 3. the visitor and ask for their name, position and organisation they represent ask the visitor who they would like to see ask if they had an appointment

WITH APPOINTMENT

WITHOUT APPOINTMENT

Check the appointment in the Appointments Book

Try and contact the person the visitor wishes to see (try to find out discreetly if the person wishes to see the visitor)

Issue the visitor with identification (label or badge)

If the person is available to see the person then: Issue visitor with identification badge Get the visitor to complete the visitors book Direct the visitor to see required persons office

Ensure the visitor enters all the necessary information in the visitors book. Alternatively the receptionist may enter this directly into computer file.

Phone required person to announce the visitors arrival. If the person is not available to see the visitor then: Ask if someone else can assist Suggest to visitor that they make another appointment Get the visitor to complete the Visitors book

If the visitor is required to wait then ask them to take a seat and offer them refreshments.

Direct visitor to required persons office

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Phone Services/Facilities that a Receptionist may use

Operator Services (if help is needed in making a call) Directory Enquiries (used to find a phone number or code when directory is not available) Caller Display (shows the phone number of the caller) Call Return (used to find out the phone number of the last caller) Frequently called numbers (may be stored within

the memory and can be access by pressing one or two digits)

Last number redial (redialled by pressing a button) Charge Advice (when you wish to know how much a phone call has cost) Reverse Charge (the cost is charged to the person who are calling)

What is a Mobile Phone?

Hand-portable (powered by rechargeable battery), which operates through a cellular phone system (eg O2, Orange, T-Mobile, Vodafone, 3 Mobile). Users may have to key in a security code before dialling the phone number required. Uses: Used to contact people who are on the move (eg visiting customers/clients) Person can use the phone whilst away from base or whilst travelling Important messages, eg notice of cancelled meeting, can be passed on easily and quickly to the appropriate person

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Advantages: Easily transportable modern phones are small and lightweight Easy to use No need to get access to a public phone Person is immediately contactable provided that their phone is switched on Offers extra security to person travelling alone Emergency services can be contacted quickly, eg in the event of a car breakdown May be used to make and receive calls in many countries throughout the world Disadvantages: Calls are charged at a higher rate Phone ringing (if not on discreet) may disrupt meetings and conferences Use of a mobile phone may annoy other people, eg fellow travellers Currently not allowed to be used on an aircraft (although trials are underway with certain airlines) It is illegal to use a hand-held phone whilst driving Person may have their work continually interrupted by phone calls Other facilities: Voicemail SMS text messages and MMS Media Messages Access to the Internet through WAP or 3G

What is a Pager?
It allows individuals to be contacted who work away from their office or who may have to be contacted outwith the normal working day. The pager will making a bleeping noise and the individual will know to contact their office. Some pagers have display messages, which may provide details of a phone number and a brief message for the individual to contact. The costs of using the pager depends on the area/zone in which is being used.

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Security Procedures within Reception Areas

These will vary dependant upon the size and needs of an organisation. The main points to remember are:

Member of staff should always be at reception All visitors should be recorded within the Visitors Book No confidential calls should be made in front of visitors Computer screen should be kept out of the view of visitors Paperwork must be kept out of the way of visitors

Security Measures Locked Doors

Description All doors should be locked when not in use and only authorised personnel should be given keys These are fitted to the outside of doors and a sequence of numbers need to be entered to gain access A swipe panel is fitted outside the door and cards need to be swiped through to gain access. Many organisations use staff ID badges as the swipe card. Some hi-tech organisations use pads, which only give access when they recognise the fingerprint of an employee. Iris (eye) and voice recognition systems are also very hi-tech security measures. Visitors need to press a button and speak into a microphone to ask for access to the organisation. Video entry systems allow the Receptionist to see the visitor. These cameras can be placed throughout the organisation and monitors are kept at Reception to enable personnel moving around the building to be monitored. These can be located at the entrance to a firms car park, and only authorised visitors can be given access. Some large organisations will employ Security Guards in the Reception Area to monitor CCTV cameras etc to enable the Receptionist to carry out the main Receptionist duties. Security Guards may use mobile phones, 2-way radios or pagers in order for them to be contacted.

Keypad/Combination Locks Swipe Cards

Fingerprint Pads

Intercom or Video Entry Systems

CCTV Cameras

Security Guards

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Dealing with Security Problems

The receptionist may have to deal with a range of security problems. If a suspicious parcel is left at reception: Never attempt to move or open the parcel to prevent injury Try to identify whom the parcel is for and where it came from the recipient or owner may be able to provide information about the contents of the parcel Inform security/manager/police they are trained to deal with this type of situation Evacuate the building to prevent injury Enter the details in an Incident Book to provide a record of the incident If a visitor is aggressive: Try to calm the visitor to prevent injury Contact security/manager they are trained to deal with this type of situation Inform the visitors organisation about the behaviour they will be able to discipline the visitor to ensure that it doesnt happen again Enter details in an Incident Book to provide a record of the incident

If members of staff arrive without their ID pass: Contact their line manager to verify the persons identity Have photos of all staff members on file to allow verification of the person Remind staff of the importance of wearing ID badges and issue a daily/visitors pass so tat members of staff can start work without delay. Unauthorised person gaining access to the premises: Try to find out the location of the unauthorised visitor Call security personnel Call police as appropriate Enter details in an Incident Book to provide a record of the incident Abandoned car in car park: Call security personnel Inform police if unable to trace owner Enter details in an Incident Book to provide a record of the incident

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