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.

1. The Working Environment Reception Services Standard Grade Administration

2. What makes a good reception area? Waiting area Informal Meeting Area Receptionist Security Camera Entry phone system Switchboard, fax & PC Magazines etc Refreshments Photographs Plants Comfy Chairs

3. The Receptionist QUALITIES A good receptionist will be: Well groomed Polite Friendly Helpful Calm/patient Tactful Well-organised Well-informed about the organisation DUTIES Welcoming visitors Handing out security passes Make appointments and maintain and update the electronic diary Look after the visitors book and the staff in/out book Filing Typing Operate the switchboard Take messages Receive faxes

4. Reception Records The receptionist will keep the following records at the reception desk:  Reception Register (Visitor’s Book) All callers to the firm MUST sign this book (with the exception of postmen etc). The register will show the visitor’s details eg, name, organisation, time of arrival/departure, car registration number etc  A Staff In/Out Book Any member of staff who has to leave the building during office hours will be required to write their reasons for doing so into the Staff In/Out book along with their time of leaving and return time.  An Appointments Diary This is used to record all future appointments and is used by the receptionist to see who is expected each day, and also to give appointments to visitors who arrive without one. Electronic diaries are regularly used now.

5. Dealing with Visitors Throughout each day, many callers may visit your office, they could include: VISITORS WITH APPOINTMENTS Job applicants who have an interview Sales representatives from other companies VISITORS WITHOUT APPOINTMENTS Sales representatives Angry customers People looking for information about the business, handing in CVs etc REGULAR CALLERS Post people Couriers Window Cleaners All of these people will form an instant opinion about the organisation by the way and manner in which they are dealt with by the receptionist.

6. Visitors with Appointments Visitor Arrives Ask Visitors name and take their business card Check the Appointments Diary Get the Visitor to sign the Reception Register Issue Security pass Contact the member of staff to be seen If delayed, ask the visitor to take a seat, offer refreshments If available, direct visitor to the appropriate member of staff/office

7. Visitors without Appointments Visitor Arrives Ask Visitors name and take their business card Ask for the name of the member of staff they wish to see Get the Visitor to sign the Reception Register Contact the member of staff to be seen If available, issue security pass Direct to appropriate member of staff/office If unavailable, ask them: To make an appointment OR If another member of staff can help Visitor Leaves

8. Electronic Diaries An electronic diary is a computer application that allows users to check, enter and store information on future appointments. An example of the electronic diary found on schoolmaster is shown below. There may be space for a ‘to do’ list The diaries of several people can be searched at the one time to schedule meetings It will not allow double- booking of appointments Regular meetings need only be keyed in once – it will automatically repeat the entry There may also be a ‘contacts’ section so that names and addresses etc can be stored

9. Security

10. For larger companies, security begins in the car park. SECURITY GUARDS will record car registration numbers. Visitors are often asked to complete and sign a VISITOR’S BOOK (Reception Register), giving their name and company and details of their visit. Visitors will also be issued with a SECURITY PASS (Visitor’s Badge) SWIPECARDS are often used in many organisations to limit access to certain areas of the building. Staff may also be asked to wear IDENTITY BADGES and a UNIFORM so that they are instantly recognised Many organisations have now installed CCTV cameras. These can view entrances/exits and restricted areas of the building Staff should challenge any unauthorised person seen on the premises (particularly if acting suspiciously). However, they should take care not to endanger themselves. Call for Security/Police if appropriate

11. What security procedures should be followed at Reception? There should always be a member of STAFF at the reception desk. When one receptionist is ABSENT or having their BREAK a RELIEF receptionist should take over The receptionist must make sure that all RECORDS are completed FULLY and accurately by VISITORS The receptionist should not take part in CONFIDENTIAL telephone calls in front of visitors Any PAPERWORK which the receptionist is dealing with must be kept out of VIEW of visitors The receptionist’s computer SCREEN should be angled SWAY from the view of visitors Filing cabinets in the reception area should be LOCKED when the reception area has to be left unattended, and computers should be LOGGED OFF.