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Simon Cowell , Emma


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Simon Cowell , Emma

  1. 1. 2C The Working Environment Reception Services
  2. 2. Reception <ul><li>The reception is often the first place a visitor calls at when entering an organisation </li></ul><ul><li>First impressions count - so it should reflect a positive image of the organisation </li></ul>
  3. 3. Why Is Reception Important? <ul><li>Reception is important because it provides: </li></ul><ul><ul><li>An identified area within the organisation for visitors to report to </li></ul></ul><ul><ul><li>A means of welcoming, checking and directing visitors to an organisation </li></ul></ul><ul><ul><li>An initial security check on all visitors to the organisation </li></ul></ul>
  4. 4. The Receptionist <ul><li>Qualities </li></ul><ul><li>Well-groomed </li></ul><ul><li>Polite </li></ul><ul><li>Helpful </li></ul><ul><li>Calm/patient </li></ul><ul><li>Tactful </li></ul><ul><li>Well-organised </li></ul><ul><li>Well-informed </li></ul><ul><li>Duties </li></ul><ul><li>Welcome visitors </li></ul><ul><li>Operate switchboard </li></ul><ul><li>Issue visitors’ passes </li></ul><ul><li>Look after and check Staff in/out book and Visitor book </li></ul><ul><li>Keep reception tidy </li></ul><ul><li>Maintain and check an Appointment book/electronic diary </li></ul>
  5. 5. The Reception Area <ul><li>The reception area is always situated close to the entrance to the workplace </li></ul><ul><li>It should be bright and welcoming and contain the following: </li></ul><ul><ul><li>Reception desk staffed by a Receptionist </li></ul></ul><ul><ul><li>Waiting area close to the reception desk </li></ul></ul><ul><ul><li>Seating area for customers who have to wait </li></ul></ul><ul><ul><li>Reading materials </li></ul></ul><ul><ul><li>Tea/coffee making facilities </li></ul></ul><ul><ul><li>Organisation chart </li></ul></ul><ul><ul><li>Security features </li></ul></ul>
  6. 6. Type of Visitors to Reception Visitors with Appointments Applicant for Jobs Sales Representatives (With Appointment) Business people from other firms
  7. 7. Type of Visitors to Reception Visitors without Appointments People enquiring about jobs Customers with complaints Sales Representatives
  8. 8. Type of Visitors to Reception Regular Callers Post person/courier Services (Window cleaner, technicians)
  9. 9. DEALING WITH VISITORS Here is the procedure for dealing with visitors who call at reception: Welcome the visitor with a friendly greeting Ask the visitor for name and/or business card Check the appointments diary for that name Phone the person to see if they are free if not yet free ask them to wait when free issue visitor a pass give directions keep them informed If the visitor has no appointment, get them to make one have them sign the visitors book
  10. 10. Security Measures <ul><li>Ensuring all visitors report to </li></ul><ul><li>reception first </li></ul><ul><li>Issuing security/visitor badges </li></ul><ul><li>Maintaining controlled entry through the use of swipe cards, keypads and entry-phone systems </li></ul><ul><li>CCTV installed throughout the building </li></ul><ul><li>Security patrols/guard dogs </li></ul>These measures will help to ensure the safety of its staff, visitors, equipment and information
  11. 11. Security Problems <ul><li>One of the most common security problems an organisation will face is unauthorised access </li></ul><ul><li>If a member of staff has reported an unauthorised visitor, the receptionist should: </li></ul><ul><ul><li>Approach the person and ask them the reason for their visit </li></ul></ul><ul><ul><li>Contact security </li></ul></ul><ul><ul><li>Record in an incident book </li></ul></ul>