S3 Administration Reception

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  • 1. S3 Administration Working Environment: Reception Services & Electronic Diary
  • 2. Lesson Starter
    • You have been given a diagram of an
    • organisations reception can you identify
    • all or as many of the points on the
    • diagram using the correct terminology.
  • 3. Starter – Solution
    • reception area located near the main entrance
    • large reception area with visitors’ records
    • computer , fax machine, telephone answering machine and switchboard
    • waiting area
    • toilet facilities
    • disabled access
    • nice decor (tables, plants, good lightning, pictures)
    • receptionist in smart work wear
    • reading material
    • refreshments (drinks) are available
    • organisation chart
    • CCTV
    • photographs of key personnel
    • awards and certificated given to organisation
  • 4. The Receptionist Why is the way in which visitors are dealt with important to the wellbeing of an organisation? The reception is your ‘shop window’ the receptionist is the first person a visitor or potential customer will come across. First impressions count. The way the visitors are dealt with and the layout of the reception area give the impression of the overall efficiency of the organisation.
  • 5. The Reception Area
    • The reception area is always situated close to the entrance to the workplace
    • It should be bright and welcoming and contain the following:
      • Reception desk staffed by a Receptionist
      • Waiting area close to the reception desk
      • Seating area for customers who have to wait
      • Reading materials
      • Tea/coffee making facilities
      • Organisation chart
      • Security features
  • 6. What are the qualities & duties of a receptionist?
    • Qualities
    • knowledge of the organisation e.g. layout, activities, key personnel.
    • good communication skills
    • tidy and well groomed
    • polite
    • calm
    • tactful
    • discreet
    • Duties
    • welcomes visitors
    • operates the switchboard
    • take and passes on messages
    • directs visitors to the appropriate area
    • Ensures visitors sign the Visitor’s Book
    • signs for mail and packages
    • Keeps reception area tidy
    • Contacts staff to tell them they have a visitor
    • Faxing and word processing
  • 7. Why Is Reception Important?
    • 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 an organisation
      • An initial security check on all visitors to the organisation
  • 8. Type of Visitors to Reception Visitors without Appointments People enquiring about jobs Customers with complaints Sales Representatives
  • 9. Type of Visitors to Reception Regular Callers Post person/courier Services (Window cleaner, technicians)
  • 10. TASK 1 – Greeting a Visitor
    • GROUP TASK
    • In your groups decide the order which a
    • receptionist would greet a visitor into their
    • organisation.
    • Place the yellow cards in the correct
    • sequence.
    • Compare answers with solution.
  • 11. Greeting Visitors’ TASK 1 (SOL) Greet Visitor Ask for their name and their organisation Ask the visitor who they would like to see Ask if an appointment has been made
    • Check appointment book
    • Issue visitor with ID
    • Ensure all visitor information is entered in the Visitors’ Book
    • Phone required person to announce visitor's arrival
    • Offer refreshments if visitor has to wait
    • Direct person to required person’s office
    WITHOUT APPOINTMENT WITH APPOINTMENT
    • Try to contact the person the visitor wishes to see and see if they are available
    • IF the person will seen them: Issue visitor with ID, ask them to sign the Visitors’ Book and direct them to where they are going.
    • IF the cannot be seen then: ask if someone else can assist, suggest they make an appointment and then ask them to complete the Visitors’ Book.
  • 12. Electronic Diary (e-diary)
    • WHAT is an e-diary?
    • A computer application which allows us to check and store our
    • appointments.
    • WHY use an e-diary?
    • Several peoples diaries can be checked to find suitable times for people to meet.
    • Regular appointments need only be entered once – the package will then create them automatically.
    • The receptionist may use an e-diary to confirm visitors’ appointments.
    • There is an address book to store information.
  • 13. Example of an e-diary
  • 14. It Is Used by Businesses To:
      • Check, enter and store information relating to future appointments
      • Store names, addresses, e-mail and phone numbers in the address book
      • Inform staff of important dates e.g. avoid duplication of appointments
      • Provide a valuable tool for members of staff, e.g. a receptionist may keep a central record of visitors appointments
  • 15. Task 2 – e-diary exercise
    • Create your own e-diary using outlook.
    • Click on outlook (e-mail) icon
    • Click on calendar
    • Enter you timetable for our classes today – including times and location.
    • Input any activity you are doing tonight.
    • Use your diary to plan your weekend. Use the times and location.
    • View in weekly format.
    • Ask me to check your finished work.
  • 16. School Day Times
    • Registration 08.55 – 09.05
    • Period 1 09.05 – 10.00
    • Period 2 10.00 – 10.55
    • Interval 10.55 – 11.10
    • Period 3 11.10 – 12.00
    • Period 4 12.00 – 12.55
    • Lunch 12.55 – 13.45
    • Period 5 13.45 – 14.35
    • Period 6 14.35 – 15.30
  • 17. Benefits
    • More efficient than a manual system as entries can be edited easily
    • Avoids double booking
    • Repeat appointments only need to be entered once
    • The receptionist can make changes to staff members diaries from their computer terminal
  • 18. Benefits
    • Space provided for a “To do List”
    • The electronic diaries of several people can be searched to find a suitable date and time for all to meet
    • Notes and reminders can be used to assist the receptionist in her duties
  • 19. Drawbacks
    • Problems when using an electronic diary may include:
    • Equipment failure
    • Information must be constantly up-dated
    • Wrong information may be communicated
    • Users may not check Outlook regularly enough
  • 20. Next Lesson
    • In the next lesson we will learn:
    • The records kept by the receptionist
    • security procedures in an organisation
  • 21. Homework
    • Homework Sheet to be completed by Friday 29/01/10.
    • Additional copies can be printed from from my blog www.missdunlop.blogspot.com
    • For additional help and another look at the slides from today also visit my blog!!
  • 22. Security Measures
    • Ensuring all visitors report to
    • reception first
    • Issuing security/visitor badges
    • Maintaining controlled entry through the use of swipe cards, keypads and entry-phone systems
    • CCTV installed throughout the building
    • Security patrols/guard dogs
    These measures will help to ensure the safety of its staff, visitors, equipment and information
  • 23. Security Problems
    • One of the most common security problems an organisation will face is unauthorised access
    • If a member of staff has reported an unauthorised visitor, the receptionist should:
      • Approach the person and ask them the reason for their visit
      • Contact security
      • Record in an incident book