The document provides guidance for receptionists on their important role in representing an organization and handling visitors professionally. A receptionist must have good communication skills and remain calm and polite when dealing with visitors, whether they have appointments or not. They are responsible for taking messages, recording visitor details, and directing people to the appropriate staff.

1. The Receptionist The receptionist is the first person that the visitor to the company meets. Visitor’s impression of the organization is affected by how he/she is received by the receptionist. Therefore, the receptionist has a very important role to play!

2. Qualities of a Receptionist Good grooming Pleasant personality Courtesy Initiative Tactful Good communication skill Clear knowledge of the organization

3. Roles of a receptionist Handle telephone calls Handle visitors and their queries (e.g. directing visitors correctly to the appropriate destinations within the organization Making appointments Maintaining the reception area Filing

4. Revision (How should a receptionist communicate on the phone?) Communicate effectively Speaking slowly and clearly . Listening attentively and actively. Do not eat or drink while speaking on the phone.

5. Be courteous Smile with your voice. At the end of the call, replace the handset gently . Do not speak rudely while a caller is on hold. Do not spend a long time talking to the caller about personal things. Do not spend a long time over the telephone talking to your friends .

6. Be prepared to take notes Have a notepad and pen nearby to take messages. Pick up the handset with the hand that is not used for writing.

7. Respect confidentiality Do not repeat what you have heard over the phone to anyone else. Do not give confidential information over the telephone.

8. The Reception Area Usually located near the entrance of an office. Well-designed to project a positive image of the company. Well-maintained , neat and tidy.

9. What should a well-equipped reception area have? A reception desk A waiting area with sofa

10. Reading materials for visitors, e.g. newspapers , magazines. Decorative plants

11. The company’s organization chart Telephone directories Three-dimensional model or diagram showing the layout of the building.

12. The Appointment Book The Appointment Book contains information about appointments made by visitors for the day. It includes: Appointment date and time Visitor’s name Name of the visitor’s company The person that the visitor wishes to see. Sometimes, the book even tells you the venue of the meeting place!

13. Now your task is to try to design a page of an appointment book!

14. Business Cards Business cards are often offered to the receptionists by the visitors who arrived. The receptionist then uses the information to inform the staff member who the visitor wants to see. The receptionist then record the information in the Reception Register.

15. A business card displays: Name Job Title Company’s name Company’s contact details e.g. address, telephone number, facsimile number, website , email address.

16. Reception Register Used to keep a record of the visitors to the company. Visitors are often asked to fill in and sign this reception register/ callers’ register.

17. It includes: Date Name of the visitor Name of the visitor’s company Time of arrival Time of departure The action taken

18. Design your own Reception Register

19. How does a receptionist handle (a) visitors with appointments? Check the Appointment Book to confirm time of the appointment Ask for the visitor’s business card. Invite the visitor to take a seat while you inform the staff whom the visitor wishes to see. Record the details of the business card in the Reception Register.

20. Invite the visitor to take a seat! Record the visitor’s details in the Reception Register

21. (b) Visitors without appointments? Politely ask about the nature of the visit. Ask for the visitor’s business card. Invite the visitor to take a seat. Check with the staff member concerned. Record the details of the business card in the Reception Register.

22. (c) Difficult visitors If a visitor who does not have an appointment insists on seeing an executive who is busy or not around, suggest that he sees another executive or arrange for an appointment.

23. Even if the visitor is angry and shouting, it is not good for you to lose your temper and shout back. A good receptionist should remain calm and deal with the situation in a professional manner.

24. Explain to the visitor that the staff member is not available or is busy. _________________________________________ _________________________________________ Politely ask whether the visitor would like to see another staff who may be able to help. _________________________________________ _________________________________________

25. Politely ask the visitor to leave his/her name card for the staff member to set up an appointment. Be sensitive, calm, polite and patient!! _________________________________________ _________________________________________