Reception

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Reception

  1. 1. Reception Unit 2c
  2. 2. Features of Good Reception Areas <ul><li>Creates a good impression </li></ul><ul><li>Shows good practice and efficiency </li></ul><ul><li>Provides high level of care and attention to visitors </li></ul><ul><li>Should be welcoming and comfortable for visitor </li></ul>
  3. 3. Why Reception is Important <ul><li>An area for visitors to report to </li></ul><ul><li>Means of welcoming, checking and directing visitors to an organisation </li></ul><ul><li>An initial security check on all visitors </li></ul><ul><li>Reception is the first place visitors call at </li></ul>
  4. 4. Main Features of a Reception Area <ul><li>Reception Desk </li></ul><ul><li>Waiting Area </li></ul><ul><li>Seating </li></ul><ul><li>Things for visitor to do </li></ul><ul><li>Cloakrooms & toilets </li></ul><ul><li>Refreshments </li></ul><ul><li>Equipment </li></ul><ul><li>Public Telephone </li></ul>
  5. 5. Receptionist’s Qualities <ul><li>Well-groomed </li></ul><ul><li>Polite </li></ul><ul><li>Helpful </li></ul><ul><li>Patient </li></ul><ul><li>Tactful </li></ul><ul><li>Organised & informed </li></ul>
  6. 6. Receptionist Duties <ul><li>Dealing with visitors </li></ul><ul><li>Handing out security passes </li></ul><ul><li>Keeping Appointments Book up-to-date </li></ul><ul><li>Keeping Visitors’ Book up-to-date </li></ul>
  7. 7. Receptionist Duties <ul><li>Looking after Staff In/Out Book </li></ul><ul><li>Maintaining an electronic diary </li></ul><ul><li>Passing on messages </li></ul><ul><li>Operating switchboard </li></ul>
  8. 8. Types of Visitors <ul><li>Visitors with Appointments </li></ul><ul><li>Visitors without Appointments </li></ul><ul><li>Regular Callers </li></ul>
  9. 9. Visitors with Appointments <ul><li>Job applicants </li></ul><ul><li>Sales representatives who have contacted the organisation </li></ul><ul><li>Business people from other firms </li></ul>
  10. 10. Visitors without Appointments <ul><li>People enquiring about jobs </li></ul><ul><li>Customers with complaints </li></ul><ul><li>Sales representatives </li></ul>
  11. 11. Regular Callers <ul><li>Postman/woman or courier </li></ul><ul><li>Other services (window cleaners, technicians, maintenance etc…) </li></ul>
  12. 12. Procedures for Visitors With Appointment <ul><li>Visitor Arrives </li></ul><ul><li>Ask their name & check Appointments Book </li></ul><ul><li>Visitor signs Visitors’ Book </li></ul><ul><li>Issue security pass </li></ul><ul><li>Contact member of staff </li></ul><ul><li>Visitor is directed to member of staff </li></ul><ul><li>If delayed, visitor waits </li></ul>
  13. 13. Procedures for Visitors Without Appointment <ul><li>Visitor Arrives </li></ul><ul><li>Ask name & name of staff member here to see </li></ul><ul><li>Visitor signs Visitors’ Book </li></ul><ul><li>Contact member of staff </li></ul><ul><li>If unavailable, visitor makes appointment, sees another member of staff or leaves </li></ul>
  14. 14. Record Keeping <ul><li>Appointments Book </li></ul><ul><li>Visitors’ Book </li></ul><ul><li>Staff In/Out Book </li></ul>
  15. 15. Electronic Diaries <ul><li>Can alert user of important dates and times </li></ul><ul><li>Prevents double booked appointments </li></ul><ul><li>Regular events can be stored (entered only once) </li></ul><ul><li>Can be linked to databases </li></ul>
  16. 16. Passing on Messages <ul><li>E-mail – messages sent from one computer to another via phone line </li></ul><ul><li>Fax – transmits and receives exact copies of documents from all over the world </li></ul>
  17. 18. UNAUTHORISED ACCESS! <ul><li>If an authorised visitor is reported, the Receptionist should: </li></ul><ul><li>Challenge the person (ask reason for visit and why not reported to reception) </li></ul><ul><li>Contact security and/or police </li></ul><ul><li>Record in Incident Book </li></ul>
  18. 19. Avoiding Security Problems <ul><li>Named Keyholders </li></ul><ul><li>Swipecards </li></ul><ul><li>Open/Shut times </li></ul><ul><li>Security Personnel </li></ul>
  19. 20. Avoiding Security Problems <ul><li>ID badges </li></ul><ul><li>Visitor Passes </li></ul><ul><li>Visitors’ Register </li></ul><ul><li>Car Parking Restrictions </li></ul>
  20. 21. CCTV <ul><li>Close Circuit Television </li></ul><ul><li>Can give video evidence </li></ul><ul><li>Is Big Brother watching us? </li></ul>

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