Unit 2c - Reception Services

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Unit 2c - Reception Services

  1. 1. Reception Services Unit 2C
  2. 2. Learning Outcomes <ul><li>First Impressions Count! </li></ul><ul><li>The Reception Area </li></ul><ul><li>Features of a Reception Area </li></ul><ul><li>Qualities of a Receptionist </li></ul><ul><li>Introducing Miss Munro! </li></ul><ul><li>Duties of a Receptionist </li></ul><ul><li>Procedures of dealing with visitors </li></ul><ul><li>Importance of Security </li></ul>
  3. 3. First Impressions Count! <ul><li>The Reception Area is the first place a visitor or customer enters when visiting an organisation </li></ul><ul><li>This means that the first person the visitor or customer meets is the RECEPTIONIST </li></ul><ul><li>It is essential that the receptionist creates a positive impression so that the organisation gains a good reputation </li></ul>
  4. 4. The Reception <ul><li>The Reception Area is important because it provides the following: </li></ul><ul><ul><li>Visitors and customers know where to go to report that they have arrived </li></ul></ul><ul><ul><li>An area where visitors and customers to the organisation can be greeted and welcomed by members of the organisation </li></ul></ul><ul><ul><li>Ensures that all visitors and customers are given a security check prior to entering the office areas </li></ul></ul>
  5. 5. School Reception <ul><li>Have you ever thought about the first </li></ul><ul><li>impressions that people receive when </li></ul><ul><li>they visit your school? </li></ul><ul><li>Think about the Reception area of your school </li></ul><ul><li>( often referred to as the School Office ). </li></ul><ul><li>What are the main features of your School’s </li></ul><ul><li>Reception area? Is it welcoming? Is it </li></ul><ul><li>comfortable? Is it easily accessed? </li></ul><ul><li>Discuss this with your class and </li></ul><ul><li>brainstorm the main features of the </li></ul><ul><li>School’s Reception area – both good and bad </li></ul>
  6. 6. Features of a Reception Area <ul><li>In most modern offices the following </li></ul><ul><li>factors will appear in the Reception area: </li></ul><ul><li>A main entrance and exit </li></ul><ul><li>A visitor waiting area </li></ul><ul><li>A Receptionist </li></ul><ul><li>Switchboard and fax machine </li></ul><ul><li>Security measures eg: ID swipe card for employees; entry phone system for visitors; security camera </li></ul><ul><li>Informal meetings area </li></ul><ul><li>Magazines, tea and coffee making facilities </li></ul>
  7. 7. Activities <ul><li>Answer the following activities from your </li></ul><ul><li>Activities Booklet: </li></ul><ul><li>Question 1: The Reception </li></ul><ul><li>Question 2: School Reception area </li></ul><ul><li>Question 3: Information in Reception area </li></ul><ul><li>Question 4: Caledonian Health & Fitness Reception area </li></ul>
  8. 8. Qualities of a Receptionist <ul><li>The Receptionist is the first person that </li></ul><ul><li>visitors will meet when they arrive at the </li></ul><ul><li>organisation. It is essential that he/she </li></ul><ul><li>demonstrates the following qualities: </li></ul><ul><li>Polite – visitors must be made to feel comfortable </li></ul><ul><li>Helpful – questions should be answered clearly and efficiently as possible </li></ul><ul><li>Well-informed – it is essential that the Receptionist knows ‘who’s who’ in the organisation so that they can be informed immediately that their visitor has arrived </li></ul><ul><li>Calm/patient – it is important that every situation is dealt with in an appropriate manner </li></ul>
  9. 9. Miss Munro is assigned a new role! <ul><li>Mr Burns is currently reviewing the </li></ul><ul><li>Reception area of Caledonian </li></ul><ul><li>Health & Fitness and has asked </li></ul><ul><li>Miss Munro to take the </li></ul><ul><li>responsibility of Reception for a </li></ul><ul><li>short period of time. He feels it </li></ul><ul><li>is important to get some fresh </li></ul><ul><li>ideas into the organisation and </li></ul><ul><li>running of the Reception area. </li></ul>
  10. 10. What DUTIES will Miss Munro be expected to carry out? <ul><li>Mr Burns asked Miss Traynor (the </li></ul><ul><li>Recruitment Officer) to draw up a job </li></ul><ul><li>description for Miss Munro detailing </li></ul><ul><li>what tasks she will be expected to </li></ul><ul><li>perform. The following tasks were </li></ul><ul><li>identified: </li></ul><ul><li>Deal with visitors </li></ul><ul><li>Maintain and record an Appointments Book </li></ul><ul><li>Operate the switchboard </li></ul><ul><li>Keep a record of all visitors by ensuring they sign the Visitor In/Out book </li></ul><ul><li>Keep a record of all staff in the building by ensuring they sign a Staff In/Out book </li></ul><ul><li>Hand out Security ID passes to visitors </li></ul><ul><li>Check ID of employee </li></ul>
  11. 11. Activities <ul><li>Answer the following activities from your </li></ul><ul><li>Activities Booklet: </li></ul><ul><li>Question 5: Create a Job Description and a Person Specification for Mr Burns </li></ul><ul><li>Question 6: Could you be the future Receptionist of Caledonian Health & Fitness? </li></ul>
  12. 12. Visitors to Caledonian Health & Fitness <ul><li>Caledonian Health & Fitness is very </li></ul><ul><li>popular for both customers and visitors. </li></ul><ul><li>What type of visitors will Miss Munro </li></ul><ul><li>have to deal with at Reception? </li></ul>Visitors with Appointments Visitors without Appointments Regular Callers <ul><li>Sales Rep </li></ul><ul><li>Interviewee </li></ul><ul><li>Customer </li></ul><ul><li>Sales Rep </li></ul><ul><li>Postman </li></ul><ul><li>Window Cleaner </li></ul>
  13. 13. What steps should Miss Munro take when greeting a visitor WITH an appointment? <ul><li>Ask the visitor their name </li></ul><ul><li>Check that their name and meeting is in the Appointments book </li></ul><ul><li>Ask the visitor to sign the Visitor book – this is to record that they are in the building (very important if there was a fire alarm) </li></ul><ul><li>Give the visitor an ID pass to wear whilst they are in the building </li></ul><ul><li>Contact the member of staff that the visitor has arranged to meet </li></ul><ul><li>Direct the visitor to the appropriate room/meeting place </li></ul>
  14. 14. What steps should Miss Munro take when greeting a visitor WITHOUT an appointment? <ul><li>Ask the visitor their name </li></ul><ul><li>Ask whom they would wish to meet </li></ul><ul><li>Ask the visitor to sign the Visitor book – this is to record that they are in the building (very important if there was a fire alarm) </li></ul><ul><li>Contact the member of staff that the visitor wishes to meet </li></ul><ul><li>If the member of staff is available, give the visitor an ID pass to wear whilst they are in the building If the member of staff is NOT available arrange for the visitor to return at a more appropriate time or ask if another member of staff can help </li></ul><ul><li>Direct the visitor to the appropriate room/meeting place </li></ul>
  15. 15. Activities <ul><li>Answer the following activities from your </li></ul><ul><li>Activities Booklet: </li></ul><ul><li>Question 7: Visitors to School </li></ul><ul><li>Question 8: Dealing with visitors </li></ul>
  16. 16. SECURITY!! <ul><li>Mr Burns is very aware that </li></ul><ul><li>SECURITY is paramount at </li></ul><ul><li>Caledonian Health & Fitness and </li></ul><ul><li>has arranged a meeting with Mr </li></ul><ul><li>Nichols (the Buyer) to discuss </li></ul><ul><li>purchasing security systems for </li></ul><ul><li>the building. </li></ul><ul><li>Mr Burns is unsure of exactly </li></ul><ul><li>what is on offer and is delighted </li></ul><ul><li>when Mr Nichols provides him with </li></ul><ul><li>the following information……. </li></ul>
  17. 17. SECURITY SYSTEMS <ul><li>The main methods of security </li></ul><ul><li>systems that Mr Nichols could find </li></ul><ul><li>were the following: </li></ul><ul><li>Security ID badges </li></ul><ul><li>Swipe cards </li></ul><ul><li>Keypads </li></ul><ul><li>CCTV </li></ul><ul><li>Security Patrols </li></ul>
  18. 18. WHY IS SECURITY SO IMPORTANT TO AN ORGANISATION? <ul><li>Security is important to an </li></ul><ul><li>organisation to ensure that the </li></ul><ul><li>following does not occur: </li></ul><ul><li>Unauthorised personnel can gain access to the building </li></ul><ul><li>Confidential files can be stolen </li></ul><ul><li>Hardware can be stolen from the building </li></ul><ul><li>Unauthorised personnel can gain access to employees’ computers </li></ul>
  19. 19. Activities <ul><li>Answer the following activities from your </li></ul><ul><li>Activities Booklet: </li></ul><ul><li>Question 9: Security measures </li></ul><ul><li>Question 10: Importance of Sign In/Out books at Reception </li></ul>

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