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.
Etiquette refers to social conventions and practices. Good etiquette benefits individuals in their careers by differentiating them from others and enabling confidence. Front office etiquette and the receptionist's appearance and conduct are important as they represent the organization. Good etiquette involves professional appearance, courtesy, promptness, and professionalism. The receptionist should dress professionally, keep the reception area tidy, greet all visitors with a smile, offer refreshments, and maintain proper decorum by avoiding long personal calls or reading the newspaper at the desk.
Duties and Responsibilities of a Receptionist Anna Beaton
The document outlines a web quest that asks the reader to inform their friend Kera about the duties and responsibilities of a receptionist. It instructs them to create a PowerPoint presentation listing 15 duties and responsibilities of a receptionist and explaining how each promotes the goodwill of the organization. Some examples of duties may include greeting visitors, answering phone calls, scheduling appointments, and maintaining the front desk area. Receptionists are often considered the face of a company and responsible for helping visitors feel welcomed while conveying a positive impression of the organization.
The document discusses the role and responsibilities of a receptionist, including greeting visitors, maintaining an electronic diary (e-diary), and ensuring security procedures. It describes the qualities of a good receptionist such as communication skills and discretion. Reception handles different types of visitors and gives a first impression of the organization's efficiency. Maintaining visitor records and using an e-diary helps schedule meetings and avoid double bookings. Security measures at reception include visitor badges, access controls, and CCTV to protect staff, visitors, equipment and information.
1. The documents provide standard operating procedures for front desk staff at a hotel, outlining protocols for arrival, briefings, duties, guest interactions, and more.
2. Procedures include arriving 20 minutes before shifts, exchanging uniforms, attending briefings, completing opening/closing duties, welcoming all guests with warmth and assistance, and giving priority recognition to repeat guests.
3. Exact grooming standards, registration processes, and protocols for escorting guests and delivering luggage are also prescribed to ensure thorough professionalism and efficient operations.
The document discusses the importance of reception areas and outlines best practices for receiving visitors. It notes that reception areas should create a good impression, provide high levels of care, and be welcoming. Reception is the first point of contact and allows for security checks of visitors. The document then details the key features of reception areas and qualities and duties of receptionists, including types of visitors and procedures for handling appointments. It concludes with discussions around record keeping, communication methods, and avoiding security problems.
this slide discuss the dties and responsibilities of hotel front office staff . this also gives an idea of the hierarchy and organizational chart of hotel front office department.
An electronic diary is a computer application used to organize a person's schedule and appointments. It allows users to store contact information, calendar events, tasks and notes. Receptionists play an important role by greeting visitors, operating the phone system, passing messages to staff, and directing people within an office building. Successful receptionists are tidy, patient, tactful, discreet, calm, polite, friendly, and have good communication and organizational skills.
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.
Etiquette refers to social conventions and practices. Good etiquette benefits individuals in their careers by differentiating them from others and enabling confidence. Front office etiquette and the receptionist's appearance and conduct are important as they represent the organization. Good etiquette involves professional appearance, courtesy, promptness, and professionalism. The receptionist should dress professionally, keep the reception area tidy, greet all visitors with a smile, offer refreshments, and maintain proper decorum by avoiding long personal calls or reading the newspaper at the desk.
Duties and Responsibilities of a Receptionist Anna Beaton
The document outlines a web quest that asks the reader to inform their friend Kera about the duties and responsibilities of a receptionist. It instructs them to create a PowerPoint presentation listing 15 duties and responsibilities of a receptionist and explaining how each promotes the goodwill of the organization. Some examples of duties may include greeting visitors, answering phone calls, scheduling appointments, and maintaining the front desk area. Receptionists are often considered the face of a company and responsible for helping visitors feel welcomed while conveying a positive impression of the organization.
The document discusses the role and responsibilities of a receptionist, including greeting visitors, maintaining an electronic diary (e-diary), and ensuring security procedures. It describes the qualities of a good receptionist such as communication skills and discretion. Reception handles different types of visitors and gives a first impression of the organization's efficiency. Maintaining visitor records and using an e-diary helps schedule meetings and avoid double bookings. Security measures at reception include visitor badges, access controls, and CCTV to protect staff, visitors, equipment and information.
1. The documents provide standard operating procedures for front desk staff at a hotel, outlining protocols for arrival, briefings, duties, guest interactions, and more.
2. Procedures include arriving 20 minutes before shifts, exchanging uniforms, attending briefings, completing opening/closing duties, welcoming all guests with warmth and assistance, and giving priority recognition to repeat guests.
3. Exact grooming standards, registration processes, and protocols for escorting guests and delivering luggage are also prescribed to ensure thorough professionalism and efficient operations.
The document discusses the importance of reception areas and outlines best practices for receiving visitors. It notes that reception areas should create a good impression, provide high levels of care, and be welcoming. Reception is the first point of contact and allows for security checks of visitors. The document then details the key features of reception areas and qualities and duties of receptionists, including types of visitors and procedures for handling appointments. It concludes with discussions around record keeping, communication methods, and avoiding security problems.
this slide discuss the dties and responsibilities of hotel front office staff . this also gives an idea of the hierarchy and organizational chart of hotel front office department.
An electronic diary is a computer application used to organize a person's schedule and appointments. It allows users to store contact information, calendar events, tasks and notes. Receptionists play an important role by greeting visitors, operating the phone system, passing messages to staff, and directing people within an office building. Successful receptionists are tidy, patient, tactful, discreet, calm, polite, friendly, and have good communication and organizational skills.
The document provides guidance on training front office staff for a new hotel opening. It includes sample training schedules, lesson plans, and guidance on various front office procedures and standards. The document emphasizes the importance of hospitality, making guests feel important, and addressing any guest complaints with understanding and concern. It provides tips for front office interactions, check-in and check-out procedures, and how to handle different situations like guest complaints. The training materials are meant to be customized for each new hotel opening to ensure front office associates are prepared to deliver excellent guest service.
Session on Front office Operations; Reservation Form, Group Reservation ,cancelation Process, confirmation, Arrival, Reception and check in, check out Process.
Hotel front office: A new way of thinking Karam Zaki
One of the critical issues is to satisfy your customer. You may achieve that goal if you help your staff to recognize their SOP in a decent way. I hope this tutorial helps tourism and hospitality educators and students to not widen the gap between the industry and the curriculum. Thanks go on to Jennefer Li, who add the value of the video included.
What is a Complaint?
Guest Complaint Cycle
Do's & Dont's While Handling a Complaint
Reason for Guest Complaints
Normal Reaction to Complaints
Types of Guest Complaints
Benefits of Complaints
Types of Complaint Guests
Importance of Customer Service
Benefits of Customer Recovery
This document outlines the key activities and organizational structure of a hotel's front office department. It discusses functions like reservations, reception, bell services, concierge services, and the night audit process. The front office is responsible for welcoming guests, handling reservations and check-ins/outs, providing guest services, managing accounts and payments, and ensuring maximum revenue and customer satisfaction. Effective reservation management, revenue optimization, guest service, and use of property management systems are important concepts for the front office team.
The document outlines the training programme for hostesses at the Radisson Hotel Varanasi. It discusses the hostess philosophy of making customers the focus and having a positive attitude. It details the key functions and responsibilities of hosts/hostesses which include greeting guests with a smile within 30 seconds, making guests feel welcome and special, and providing a good last impression. The document provides general host information such as opening doors for guests, checking restrooms, and maintaining a professional appearance. It emphasizes that the greeting is the first impression for the restaurant and should be warm, personalized and change over time to feel natural.
The document discusses the role and responsibilities of a receptionist. It describes the key features of a reception area and the qualities needed in a receptionist, including being polite, helpful, well-informed, and calm. It outlines the duties of a receptionist at a health and fitness center, including dealing with visitors, appointments, and basic security procedures.
The document provides guidance on setting up an effective reception area and outlines the responsibilities of receptionists. It describes qualities of a good receptionist and duties such as welcoming visitors, making appointments, and operating the switchboard. Receptionists are expected to maintain records like a visitor log and staff sign-in/out book. The document also covers security procedures for receiving and monitoring visitors.
This document discusses the importance of handling guest complaints effectively. It notes that unhappy guests will often stop using a hotel's services and tell others about their negative experience. Common reasons for complaints include poor service, delays, and rude staff members. If complaints are not resolved, hotels can lose customers and suffer reputational damage. Therefore, it is important to actively seek out complaints to identify and address issues. The document provides tips for resolving complaints, which include listening without arguing, apologizing, finding solutions, and thanking the customer. Handling complaints effectively turns negative experiences into opportunities to improve service and ensure guest satisfaction.
The document outlines the key attributes of a good server or waiter. These include maintaining proper personal hygiene and grooming. A waiter should also have the right attitude towards their work, which involves treating all customers with respect and having knowledge of the menu. Additionally, it is important for a waiter to assume responsibility, have a good memory, be courteous, have strong technical skills, sales ability, a sense of urgency, and ensure customer satisfaction. Maintaining these attributes can help a waiter perform their job efficiently and provide a positive customer experience.
PPT for students of 2nd semester of hotel management, it gives a brief but adequate understanding of the concepts related to Guest Cycle in modern hotels.
This document provides tips for taking hotel reservations over the phone. It recommends greeting the caller politely, listening carefully to understand their needs, and having room availability and rate information ready. It also suggests confirming the guest's name, dates of stay, room type, payment details, and other booking information. The summary should provide the caller with a reservation number and thank them for calling once all details are collected.
This document summarizes the key departments in a hotel's organizational structure. It divides departments into revenue centers, which directly generate income, and cost centers, which support revenue-generating functions. Revenue centers include front office, food and beverage, and sales and marketing. The document also distinguishes between "front of house" departments like front desk and food service that interact with guests, and "back of house" ones like housekeeping and engineering with limited guest contact. It provides examples of department heads and briefly outlines some core responsibilities of rooms division, food and beverage, and other operational areas.
This document outlines an agenda for a front desk operations training that will take place on May 31st from 10am to 3pm. The training will cover topics like introduction to front desk careers, hotel organization, providing property and tourist information, and a case study. The objectives are for participants to gain hospitality knowledge of front office departments and handle duties professionally to ensure guest satisfaction. The agenda includes modules on introduction, front desk first impressions, and the guest cycle. It also outlines standards, getting to know the hotel, and principles of good service.
This document provides an overview of key concepts related to marketing and sales in the hospitality industry. It defines marketing as reaching potential buyers to promote a brand, while selling is the final step of convincing a buyer to purchase. Marketing involves planning multiple elements like pricing, promotion, packaging and advertising. The document also discusses important marketing concepts like the marketing mix, market segmentation, and sales techniques used in hospitality like overbooking, upselling, and cross-selling. It explains how front office staff can apply various in-house sales techniques to generate more revenue.
This document provides an accomplishments checklist for evaluating front desk employees. It contains detailed criteria for checking guests in and out, handling special situations during check-in and checkout, providing services during guests' stays, and addressing special checkout situations. The evaluator uses the checklist to rate an employee's performance on various tasks as above average, average, or below average.
Communication & its importance in front officeRADHIKA GUPTA
This document discusses the importance of communication in the hotel industry, specifically for the front office. It notes that effective communication is essential for planning, coordination, delegation, morale, leadership, and job satisfaction. Good internal communication within a hotel is important for coordination between departments and avoiding embarrassing situations. External communication allows a hotel to communicate with outside entities like government agencies and suppliers. The document outlines the key departments that the front office communicates and coordinates with, such as housekeeping, food and beverage, accounts, and engineering. It provides details on how the front office coordinates with housekeeping on room status updates, repairs, and special requests.
This document provides information on front office management and personnel in the hotel industry. It discusses the roles and responsibilities of front desk agents, reservations agents, switchboard operators, front office cashiers, uniformed service staff, concierges, and managers. Key responsibilities include greeting guests, room assignments, handling reservations and messages, guest billing, housekeeping coordination, and providing customer service and local information. Front office personnel are critical to ensuring positive guest experiences and smooth hotel operations.
The document discusses the role and responsibilities of front office staff in hotels. It outlines that front office staff are the first point of contact for guests and responsible for tasks like receiving reservations, checking guests in and out, providing tourist information, handling payments, and addressing any guest requests or issues. It emphasizes that front office staff require strong communication, customer service, and problem-solving skills to ensure positive experiences for guests during their stay.
This document discusses customer service best practices. It defines different types of customers, including direct, indirect, internal, and external. It emphasizes that customers are the reason businesses exist and should be treated accordingly. The document outlines key pillars of customer service like sincerity, value, courtesy, professionalism, and helpfulness. It also stresses the importance of effective communication, managing customers' first impressions, planning good customer care, understanding service standards, and developing customer service skills. The overall message is that understanding customers' needs and providing excellent service is crucial for business success.
conflict resolution and guest services...building a healthier guest services ...Christian Alexander
The document discusses creating a positive service culture at hotels. It emphasizes that culture starts from the top with management. Three key practices of successful companies are proactive policies, employee empowerment, and personal accountability. The document then discusses how experiences shape beliefs, which shape actions, and how this impacts culture. It provides examples of how a weak service culture can form and strategies for improving culture, such as setting goals, empowering frontline staff, and ensuring proper training.
The document provides guidance on training front office staff for a new hotel opening. It includes sample training schedules, lesson plans, and guidance on various front office procedures and standards. The document emphasizes the importance of hospitality, making guests feel important, and addressing any guest complaints with understanding and concern. It provides tips for front office interactions, check-in and check-out procedures, and how to handle different situations like guest complaints. The training materials are meant to be customized for each new hotel opening to ensure front office associates are prepared to deliver excellent guest service.
Session on Front office Operations; Reservation Form, Group Reservation ,cancelation Process, confirmation, Arrival, Reception and check in, check out Process.
Hotel front office: A new way of thinking Karam Zaki
One of the critical issues is to satisfy your customer. You may achieve that goal if you help your staff to recognize their SOP in a decent way. I hope this tutorial helps tourism and hospitality educators and students to not widen the gap between the industry and the curriculum. Thanks go on to Jennefer Li, who add the value of the video included.
What is a Complaint?
Guest Complaint Cycle
Do's & Dont's While Handling a Complaint
Reason for Guest Complaints
Normal Reaction to Complaints
Types of Guest Complaints
Benefits of Complaints
Types of Complaint Guests
Importance of Customer Service
Benefits of Customer Recovery
This document outlines the key activities and organizational structure of a hotel's front office department. It discusses functions like reservations, reception, bell services, concierge services, and the night audit process. The front office is responsible for welcoming guests, handling reservations and check-ins/outs, providing guest services, managing accounts and payments, and ensuring maximum revenue and customer satisfaction. Effective reservation management, revenue optimization, guest service, and use of property management systems are important concepts for the front office team.
The document outlines the training programme for hostesses at the Radisson Hotel Varanasi. It discusses the hostess philosophy of making customers the focus and having a positive attitude. It details the key functions and responsibilities of hosts/hostesses which include greeting guests with a smile within 30 seconds, making guests feel welcome and special, and providing a good last impression. The document provides general host information such as opening doors for guests, checking restrooms, and maintaining a professional appearance. It emphasizes that the greeting is the first impression for the restaurant and should be warm, personalized and change over time to feel natural.
The document discusses the role and responsibilities of a receptionist. It describes the key features of a reception area and the qualities needed in a receptionist, including being polite, helpful, well-informed, and calm. It outlines the duties of a receptionist at a health and fitness center, including dealing with visitors, appointments, and basic security procedures.
The document provides guidance on setting up an effective reception area and outlines the responsibilities of receptionists. It describes qualities of a good receptionist and duties such as welcoming visitors, making appointments, and operating the switchboard. Receptionists are expected to maintain records like a visitor log and staff sign-in/out book. The document also covers security procedures for receiving and monitoring visitors.
This document discusses the importance of handling guest complaints effectively. It notes that unhappy guests will often stop using a hotel's services and tell others about their negative experience. Common reasons for complaints include poor service, delays, and rude staff members. If complaints are not resolved, hotels can lose customers and suffer reputational damage. Therefore, it is important to actively seek out complaints to identify and address issues. The document provides tips for resolving complaints, which include listening without arguing, apologizing, finding solutions, and thanking the customer. Handling complaints effectively turns negative experiences into opportunities to improve service and ensure guest satisfaction.
The document outlines the key attributes of a good server or waiter. These include maintaining proper personal hygiene and grooming. A waiter should also have the right attitude towards their work, which involves treating all customers with respect and having knowledge of the menu. Additionally, it is important for a waiter to assume responsibility, have a good memory, be courteous, have strong technical skills, sales ability, a sense of urgency, and ensure customer satisfaction. Maintaining these attributes can help a waiter perform their job efficiently and provide a positive customer experience.
PPT for students of 2nd semester of hotel management, it gives a brief but adequate understanding of the concepts related to Guest Cycle in modern hotels.
This document provides tips for taking hotel reservations over the phone. It recommends greeting the caller politely, listening carefully to understand their needs, and having room availability and rate information ready. It also suggests confirming the guest's name, dates of stay, room type, payment details, and other booking information. The summary should provide the caller with a reservation number and thank them for calling once all details are collected.
This document summarizes the key departments in a hotel's organizational structure. It divides departments into revenue centers, which directly generate income, and cost centers, which support revenue-generating functions. Revenue centers include front office, food and beverage, and sales and marketing. The document also distinguishes between "front of house" departments like front desk and food service that interact with guests, and "back of house" ones like housekeeping and engineering with limited guest contact. It provides examples of department heads and briefly outlines some core responsibilities of rooms division, food and beverage, and other operational areas.
This document outlines an agenda for a front desk operations training that will take place on May 31st from 10am to 3pm. The training will cover topics like introduction to front desk careers, hotel organization, providing property and tourist information, and a case study. The objectives are for participants to gain hospitality knowledge of front office departments and handle duties professionally to ensure guest satisfaction. The agenda includes modules on introduction, front desk first impressions, and the guest cycle. It also outlines standards, getting to know the hotel, and principles of good service.
This document provides an overview of key concepts related to marketing and sales in the hospitality industry. It defines marketing as reaching potential buyers to promote a brand, while selling is the final step of convincing a buyer to purchase. Marketing involves planning multiple elements like pricing, promotion, packaging and advertising. The document also discusses important marketing concepts like the marketing mix, market segmentation, and sales techniques used in hospitality like overbooking, upselling, and cross-selling. It explains how front office staff can apply various in-house sales techniques to generate more revenue.
This document provides an accomplishments checklist for evaluating front desk employees. It contains detailed criteria for checking guests in and out, handling special situations during check-in and checkout, providing services during guests' stays, and addressing special checkout situations. The evaluator uses the checklist to rate an employee's performance on various tasks as above average, average, or below average.
Communication & its importance in front officeRADHIKA GUPTA
This document discusses the importance of communication in the hotel industry, specifically for the front office. It notes that effective communication is essential for planning, coordination, delegation, morale, leadership, and job satisfaction. Good internal communication within a hotel is important for coordination between departments and avoiding embarrassing situations. External communication allows a hotel to communicate with outside entities like government agencies and suppliers. The document outlines the key departments that the front office communicates and coordinates with, such as housekeeping, food and beverage, accounts, and engineering. It provides details on how the front office coordinates with housekeeping on room status updates, repairs, and special requests.
This document provides information on front office management and personnel in the hotel industry. It discusses the roles and responsibilities of front desk agents, reservations agents, switchboard operators, front office cashiers, uniformed service staff, concierges, and managers. Key responsibilities include greeting guests, room assignments, handling reservations and messages, guest billing, housekeeping coordination, and providing customer service and local information. Front office personnel are critical to ensuring positive guest experiences and smooth hotel operations.
The document discusses the role and responsibilities of front office staff in hotels. It outlines that front office staff are the first point of contact for guests and responsible for tasks like receiving reservations, checking guests in and out, providing tourist information, handling payments, and addressing any guest requests or issues. It emphasizes that front office staff require strong communication, customer service, and problem-solving skills to ensure positive experiences for guests during their stay.
This document discusses customer service best practices. It defines different types of customers, including direct, indirect, internal, and external. It emphasizes that customers are the reason businesses exist and should be treated accordingly. The document outlines key pillars of customer service like sincerity, value, courtesy, professionalism, and helpfulness. It also stresses the importance of effective communication, managing customers' first impressions, planning good customer care, understanding service standards, and developing customer service skills. The overall message is that understanding customers' needs and providing excellent service is crucial for business success.
conflict resolution and guest services...building a healthier guest services ...Christian Alexander
The document discusses creating a positive service culture at hotels. It emphasizes that culture starts from the top with management. Three key practices of successful companies are proactive policies, employee empowerment, and personal accountability. The document then discusses how experiences shape beliefs, which shape actions, and how this impacts culture. It provides examples of how a weak service culture can form and strategies for improving culture, such as setting goals, empowering frontline staff, and ensuring proper training.
Customer Service in Manitowoc County: Bringing Fun To LifeTheChamber
The document discusses customer service best practices for businesses in Manitowoc County. It covers the importance of providing a welcoming greeting to customers, creating relationships with customers, and providing clear and timely information. It notes that 68% of customers do not return due to indifference or rudeness from staff. Additional topics covered include defusing angry customers, promoting local attractions, and using social media for customer service.
Lorie Escobar is a customer service professional with over 30 years of experience seeking a career opportunity in the airline industry. She has a proven track record of leadership and trusted responsibilities. Her qualifications include a Associate's degree in Business Administration and a variety of certifications. She is passionate about travel and community involvement.
Anthony Reed is applying for a Customer Service Rep position. He has over 15 years of experience in customer service roles in banking, including as a personal banker, teller, loan officer, and supervisor. He believes his strong communication, problem-solving, planning and organizational skills align well with the job requirements. Reed is seeking an interview to further discuss how he can make a meaningful contribution to the organization with his passion for customer service and previous experience.
Luke B. Taylor has over 8 years of experience as an independent insurance agent. He has also held operations manager and executive assistant roles. His experience includes providing excellent customer service, meeting sales quotas, managing teams, and handling sensitive information. He is detail-oriented, organized, and able to work well under pressure.
This document outlines the objectives and content of a customer service training class. The key points are:
1) The class aims to help students identify internal and external customers, recognize how attitude affects customer service, identify customer needs, and deal with difficult customers.
2) Customers are defined as both external individuals who purchase products/services, and internal individuals within the organization who rely on support.
3) Good customer service is designed to enhance customer satisfaction by meeting or exceeding expectations.
This document is a resume for Richard E. Brown, who has over 15 years of experience in sales, insurance, and mortgage origination. Brown is currently an agent at Health Insurance Innovations where he helps clients obtain various types of health insurance. He previously worked at Assurant Health for 5 years as a top-performing sales representative, exceeding revenue and conversion goals. Brown also has over 9 years of experience as a senior loan officer originating residential home loans for multiple mortgage companies. He holds insurance and mortgage origination licenses in Minnesota and several other states.
The document is a cover letter and resume submitted by Marc D. Pakin for a position in client relations management. It summarizes his qualifications including over 15 years of diverse experience in customer relations management, property management, start-ups, revenue growth, sales, marketing, public relations, and operations management. It also lists his skills in budgeting, problem solving, personnel management, and negotiations. Pakin is seeking a position that utilizes his client services expertise, interpersonal skills, and presentation experience.
Ruby Arora is applying for an Administrative Assistant position and believes she is well-qualified based on her 8 years of customer service experience, including over 2 years working in an inbound call center. She has experience handling customer inquiries, interpreting policies and regulations, and multi-tasking by answering calls and using computer systems simultaneously. Ruby has a Bachelor's degree in Arts and a diploma in computer applications from India. She is fluent in English, Hindi, Punjabi, and Urdu.
This document discusses holistic marketing and customer relationship management. It covers internal marketing to different departments, integrated marketing, and focusing marketing strategies based on a company's lifecycle stage. Relationship marketing and building customer loyalty through service quality and retention are also summarized. The importance of employee involvement, empowerment, and incentive programs are outlined. Finally, strategies for hiring, developing, supporting and retaining the best employees are recommended, along with techniques for handling customer complaints.
The document provides an overview of an individual's background and experience teaching various police-related courses including police media relations, human relations, leadership, and communications. It also outlines objectives and tips for effective customer communication, such as listening actively, using positive statements, and asking customers their preferred method of contact. Guidelines are given for accommodating clients respectfully through clear communication and addressing their needs in a timely manner.
The document outlines important etiquette behaviors for maintaining a positive work environment, such as being punctual, dressing appropriately, saying please/thank you/sorry, not interrupting others, and refraining from being loud. Good etiquette helps ensure smooth daily interactions, positive work outcomes even when people dislike each other, and avoids making one the "office enemy number 1". Certain distracting behaviors like flirting, interrupting others, being late, gossiping, borrowing and not returning items, and outbursts of anger should be avoided.
Mia Moore has over 10 years of experience in operations management, administrative support, customer service, and public relations. She currently works as an Inside Sales Representative for Coca-Cola, where she provides exemplary customer service and uses consultative selling skills to increase sales. Previously, she worked as an Operations Controller for 1st Compucare Ltd, where she was responsible for financial reporting and managing employees. She also has experience working in customer service roles for Delta Airlines. Mia Moore holds an Associate's degree in Business and certifications in Sage Payroll and Bookkeeping.
Alexandra Sobrino has over 3 years of experience in customer service, sales, and event planning. She currently works as an Engagement Team Captain for Allstate's Customer Contact Center, where she leads teams, achieves high performance metrics, and implements strategies to engage employees. Previously, she held sales roles with Born Winner Sales and guest service roles with Target, where she was quickly promoted due to her exceptional customer service and work ethic. She is currently studying Computer Science - Software Engineering at San Antonio College.
Lynn Farley has over 25 years of experience in customer service roles across various industries including communications, financial services, and retail. She currently works as a Customer Service Representative for Wells Fargo Dealer Services, where she handles 80-120 phone calls per day assisting customers with auto loans and account issues. Previously, Farley held several roles over 19 years at Verizon Wireless including Fraud Analyst, Identity Fraud Coordinator, and Cloning Fraud Investigator assisting with fraud detection, investigations, and providing excellent customer service. She has strong problem-solving, organizational, and multi-tasking skills and is proficient in Microsoft Office programs.
The document discusses the importance of customer relationship management (CRM) in business. It notes that the business environment is changing due to factors like deregulation, globalization, and technological developments. To remain competitive, businesses must focus on increasing productivity and reducing costs while satisfying customers to build trust and loyalty. CRM involves integrating customers, technology, and staff to understand customer needs, improve service delivery, and reduce costs. It is important to address customer complaints effectively and learn from the experience to strengthen relationships. The overall goal of CRM is to develop long-term, mutually beneficial relationships with customers.
La Tanya L. Jackson has over 20 years of experience in customer service roles, most recently as a Customer Service Specialist at Humana Inc. from 2014 to 2016. She has a strong track record of handling high volumes of phone calls and providing exemplary customer service. She is seeking a new position that utilizes her communication, organizational, and leadership skills.
The document discusses key concepts in event marketing including marketing management, the marketing mix of product, price, place, and promotions. It emphasizes the importance of understanding target audiences and creating customer value. An effective marketing strategy requires defining objectives and implementing promotional activities across various traditional and digital channels. The customer experience is shaped by the people, processes, and physical environment associated with an event.
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2. RECEPTIONIST
RECEPTIONIST IS ONE OF THE FIRST PERSON THAT A CUSTOMER, CANDIDATE OR CLIENT
INTERACTS WITH WHEN MAKING CONTACT WITH YOUR ORGANISATION , SO THEY ARE
THE FACE AND VOICE OF YOUR COMPANY AND FOR THIS REASON THEY PLAY AN
EXTREMELY IMPORTANT ROLE IN REPRESENTATION OF YOUR COMPANY.
A RECEPTIONIST IS A PROFESSIONAL WHO SERVES THE CUSTOMERS OR USERS OF A
BUILDING IN A PARTICULAR AREA CALLED RECEPTION
3. DUTIES OF A RECEPTIONIST
• PROVIDES GENERAL OFFICE SUPPORT WITH A VARIETY OF CLERICAL ACTIVITIES AND RELATED
TASKS.
• THE RECEPTIONIST WILL BE RESPONSIBLE FOR ANSWERING INCOMING CALLS, DIRECTING CALLS TO
APPROPRIATE ASSOCIATES, MAIL DISTRIBUTION, FLOW OF CORRESPONDENCE, REQUISITION OF
SUPPLIES AS WELL AS ADDITIONAL CLERICAL DUTIES SOME RECEPTIONISTS MAY ALSO
PERFORM BOOKKEEPING OR CASHIERING DUTIES.
• PROVIDES GENERAL OFFICE SUPPORT WITH A VARIETY OF CLERICAL ACTIVITIES AND RELATED
TASKS.
4. • DIRECTS VISITORS BY MAINTAINING EMPLOYEE AND DEPARTMENT DIRECTORIES; GIVING
INSTRUCTIONS. MAINTAINS SECURITY BY FOLLOWING PROCEDURES; MONITORING LOGBOOK;
ISSUING VISITOR BADGES.
• RECEPTIONIST DUTIES HAVE EXPANDED TO INCLUDE A NUMBER OF OTHER
FUNCTIONS AS COMPANIES CONSOLIDATE WORK TASKS AND RESPONSIBILITIES TO
CREATE MORE EFFICIENT STAFFING PRACTICES.
5. QUALITIES OF A RECEPTIONIST
THE RECEPTIONIST REPRESENTS THE PUBLIC FACE OF A BUSINESS. IT IS IMPORTANT
THAT A RECEPTIONIST CONDUCT HERSELF IN A PROFESSIONAL MANNER TO GIVE
CUSTOMER A GOOD FIRST IMPRESSION .
CERTAIN QUALITIES AND SKILLS ARE IMPORTANT TO BE IN A RECEPTIONIST:
▪ EFFECTIVE COMMUNICTION ABILITY
▪ POSITIVE ATTITUDE
▪ PLEASANT
6. • AWARE OF TECHNOLOGY SKILLS
• DEPENDABILITY
• GOOD LISTENER
• ORGANISATIONAL ABILITIES
• POLITE
• CULTURALLY COMPETENT
7. IMPORTANCE OF RECEPTIONIST
• A RECEPTIONIST DABBLES IN A LITTLE OF EVERYTHING. SHE GREETS CLIENTS,
CUSTOMERS AND VISITORS, AND DIRECTS THEM WHERE THEY NEED TO GO. SHE
ANSWER PHONE CALLS AND EMAIL QUERIES, PROVIDING RESOLUTION. SHE KEEP
TRACK OF IMPORTANT DEVELOPMENTS LIKE PACKAGE ARRIVALS, BUT HER REAL
IMPORTANCE TRANSCENDS HER SPECIFIC DUTIES. SHE SERVES AS A UNIFYING
LINK IN THE COMPANY. CONSISTING OF IMPRESSIVE COMMUNICATIVE MANNER
HELPS IN MAINTINING PRESTIGE OF THE COMPANY.
8. CONCLUSION
• SO BASICALLY RECEPTIONIST ACTS AS A FACE OF A PARTICULAR COMPANY
COMPRISING OF GOOD COMMUNICATION SKILLS AND IS A GOOD SITUATION
HANDLER WITH SEVERAL SKILLS AND ABILITIES. MAINTAINS A COMPLETE RECORD
OF COMPANYS PROGRESS AND DETAILS ABOUT CLIENTS AND CUSTOMERS. SO THE
ROLE OF RECEPTIONIST IS VITAL IN AN ORGANIZATION AS IT HELPS IN MAINTAINING
ALL THE LINKS TOGETHER IN ORDER TO SIMPLIFY THE TASK AND FOR THE
CONVENIENCE OF OTHER EMPLOYEES.