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LGA 5

ON-THE-JOB TRAINING (OJT) GUIDE – RECEPTION DUTIES

JOB TITLE UNIT DEPARTMENT DIVISION TOTAL TASKS TASK NUMBER

Security Officer Security Section Operation NUH

Main OJT
S/N Task Elements Key Points Task Standards Skills & Knowledge Training Guidelines
Task Hours
04 Reception Handling walk-in General enquires and Attend to all enquiries Listen attentively and Ask SO some questions on 1 hours
duties visitors giving direction promptly and professionally important details of enquires. tenant, location of the nearest
rest room, operating hours
and telephone number for taxi
companies and etc.

Familiar with layout of the

premises and directions of
the rest room, taxi stand,
MRT, bus stop and etc.

Handling in-coming General calls Answering calls according Greet caller, identify yourself Call SO and check how he
telephone calls to organizational and the organization follow answers the call.
procedures by “How may I help you?”

Transferring calls to Familiar with the key Ask SO what are the
appropriate person personnel in the organization extension numbers for the
and transfer the call to the entire key personnel list.
right person.
Handling emergency Emergency calls Be clam, ask important For example if fire, ask Call SO and role play there is
and questions. where is the fire, big or small a fire within the premises.
threatening calls fire, what is burning and
anybody injured.

Remain calm, prolong Know where the form for Role play bomb treat call with

K Sathiamoorthy S6933605A
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Threatening calls conversation and gather as
much information as
possible.
Handling lost-&-found Record in detailed
property Found item description of all items with
the present of the Finder.
Record the particulars and
contact number of the
Finder.
Put items in safe custody.
K Sathiamoorthy S6933605A
threatening calls is.
Know how to alert your
partner.
Remain calm, prolong
conversation and gather as
much information as
possible.
Listen to the back ground
noise.
Do not put down the receiver
after the call.
Able to fill in Found Item
according to the
organizational SOP.
Know how to keep the Found
item in safe custody.
SO.
Check whether he can locate
the correct form.
Check whether he could
prolong the call and follow the
steps written on the form.
Check whether he could
identify the back ground noise
and etc.
I play the role as Finder and
report to SO that I found a
wallet.
Check whether SO know how
to fill in the form and hand
over to the next shift SO.