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.

1. Reception Unit 2c

2. Features of Good Reception Areas Creates a good impression Shows good practice and efficiency Provides high level of care and attention to visitors Should be welcoming and comfortable for visitor

3. Why Reception is Important An area for visitors to report to Means of welcoming, checking and directing visitors to an organisation An initial security check on all visitors Reception is the first place visitors call at

4. Main Features of a Reception Area Reception Desk Waiting Area Seating Things for visitor to do Cloakrooms & toilets Refreshments Equipment Public Telephone

5. Receptionist’s Qualities Well-groomed Polite Helpful Patient Tactful Organised & informed

6. Receptionist Duties Dealing with visitors Handing out security passes Keeping Appointments Book up-to-date Keeping Visitors’ Book up-to-date

7. Receptionist Duties Looking after Staff In/Out Book Maintaining an electronic diary Passing on messages Operating switchboard

8. Types of Visitors Visitors with Appointments Visitors without Appointments Regular Callers

9. Visitors with Appointments Job applicants Sales representatives who have contacted the organisation Business people from other firms

10. Visitors without Appointments People enquiring about jobs Customers with complaints Sales representatives

11. Regular Callers Postman/woman or courier Other services (window cleaners, technicians, maintenance etc…)

12. Procedures for Visitors With Appointment Visitor Arrives Ask their name & check Appointments Book Visitor signs Visitors’ Book Issue security pass Contact member of staff Visitor is directed to member of staff If delayed, visitor waits

13. Procedures for Visitors Without Appointment Visitor Arrives Ask name & name of staff member here to see Visitor signs Visitors’ Book Contact member of staff If unavailable, visitor makes appointment, sees another member of staff or leaves

14. Record Keeping Appointments Book Visitors’ Book Staff In/Out Book

15. Electronic Diaries Can alert user of important dates and times Prevents double booked appointments Regular events can be stored (entered only once) Can be linked to databases

16. Passing on Messages E-mail – messages sent from one computer to another via phone line Fax – transmits and receives exact copies of documents from all over the world

18. UNAUTHORISED ACCESS! If an authorised visitor is reported, the Receptionist should: Challenge the person (ask reason for visit and why not reported to reception) Contact security and/or police Record in Incident Book

19. Avoiding Security Problems Named Keyholders Swipecards Open/Shut times Security Personnel

20. Avoiding Security Problems ID badges Visitor Passes Visitors’ Register Car Parking Restrictions

21. CCTV Close Circuit Television Can give video evidence Is Big Brother watching us?