Reception and hospitality 5.1 The reception department OBJECTIVES By the end of this unit you should be able to assess the contribution of the reception desk to the welfare of the organisation ice manag Activity 1 Visit the reception area of your school. Briefly describe its main feat under the following adings a Location b Layout © Fumiture 4 Decor 2. To what extent doe ec POO ates tui THREE ways pption area Have you ever been to a hotel, a hospital or a large office buildin; Were you able to just walk in and go anywhere you wished? Or was there counter or desk, with a worker who greeted you and handled your enquiries A courteous, ficient receptionist makes a positive impression on visitors and increases their confidence in the company. Most organisations have a recept area that is set up to greet and receive visitors. In firms where there are relatively few visitors daily, the receptionist may also perform other duties, such as switchboard operation and typing. In large organisations where there are many visitors there are usually several receptionists to ensure that clients ¢ attended to promptly The receptionist is usually the first person to greet a visitor to an office. Consequently the receptionist creates the first impression of the oF nisation. The reception staff must always be professional, efficient. friendly and helpful. The reception desk must never be left unattended, For security reasons visitors are usually not allowed to wander unescorted in a buildi The main purpose of reception is to * maintain effective relationships between the business and the public © promote goodwill and a positive teputation of the business, The reception area fulfils this purpose by the as by its location, decor, furniture, sig rvices it provides, as well nage and provisions for hospitality Location and layout The reception area should be located near to the main entrance of the business to ensure that it is easily located by visitors. When the reception desk faces the door it can communicate the impression that the receptionist is immediately available and ready to help. A desk that is angled to the door is considered to be more formal, The office should be laid out so that there are no obstacles between the reception desk and the main entrance. As far as possible there should be easy access for persons with limited mobility Even a very small office should have comfortable seating for visitors. Larger reception areas should have several chairs arrang.around low tables. The furniture should be made of durable, easily maintained material. The reception desk should be designed to accommodate the activities that take place in the area. If the receptionist performs other duties, the desk may have several levels or sections to accommodate a computer, switchboard equipment and soon. The reception area should be decorated so that it appears comfortable and welcoming. The decor should reflect the image and purpose of the organisation. Colours and choice of materials communicate different messages. The use of glass for walls and Windows creates an open atmosphere and suggests inclusion and teamwork, whereas solid walls, dividers and doors give the impression of privacy and focus. Bright colours are appropriate when the organisation is dynamic and creativ such as an advertising agency. clients, such as a paediatrician. Muted ative impression. The use of natural lighting and plants communicate the idea that the organisation is environmentally friendly The name of the receptionist should be displayed on a nameplate or a name badge so that it is clearly visible to clients. This helps to make the receptionist seem customer-friendly and approachable. Signs and charts should be clean, neat and professionally printed. Old, dusty or handwritten signs detract from the appearance of the reception area and create a poor impression of the organisation. Signs should be placed on doors so that visitors can easily find the right office. There should also be signs to indicate the washrooms, exi escape routes. Hospitality Hospitality involves catering to the needs of visitors, ensuring that visitors feel comfortable and valuable to the organisation. Where possible there should be a water dispenser and a coffee machine. Even the smallest office should make provisions so that a visitor can be offered a drink. Larger offices may have vending machines for refreshments. Reading material. such as the daily newspapers, magazines, trade journals and the organisation's promotional literature, should be provided. Ensure that these items are not outdated, tattered or torn, or caters to the needs of your colours create a more conserv and emergencyBy the end of this unit you should be able to identify the duties and responsibilities of 2 receptionist A skilful receptionis! screen a visitor without visitor being aware of what being done. 5.2 Duties and responsibilities of a receptionist The receptionist’s job consists of many duties and responsibilities that contribute to the efficiency of the office as a whole. iam mC UCT LCE One of the main duties of a receptionist is to greet visitors as The receptionist must have complete knowledge of the organisation and its employees. The receptionist must ensure that company personnel, such as managers. only receive the people they have time for and wish to speak with or see. This is called screening visitors. Receiving and filing business cards It is usual for a visitor to present a business card (also known as a calling card). This card displays their name, position and nisation. as well as their contact information, such as telephone they come into the establishment and answer all queries.re Procedures for handling visitors © Greet every visitor immediately when they the reception area do not already know the person, ask their name. Find out the purpose of the ind the person to be visit seer Determine whether an appointment was made If there is no appointment, it may be possible for you to assist the visitor by providing the needed information able to deal le, find out not available, offer to take sage visitor must wait em to a seat and show offer them something to drink and to read. Deal courteously but autiously with unwelc 9 who show troublesome behaviour, such as stress. i-ternper, disorientation or great anxiety. Most visitors peacefully when inlormed that the person hey want to see is nol available. Discreetly notify security personnel if you notice signs that the visitor operative will be number, email address and mailing address. If the organisational policy is to keep business cards on file, then the receptionist should place these in the designated location. Alternatively, the receptionist may record this information in the visitor’s register or in a computer datat SC RSC y important to introduce persons properly. Introductions are usually done by presenting a senior person to a junior, For example. you may say “Mr Chow Fatt, this is Mrs Alibocas, liason officer for the Environmental Management Agency. Mrs Alibocas. Mr Chow Fatt is our health and safety manager.” If a business card was presented at the reception desk, this may be handed to the manager when you introduce the visitor. Maintaining the reception register The reception register, whether kept electronically on the computer or manually in a visitor's book (Figure 5.2.1), is used to keep a record of persons who visit the premises and the times they arrived and left SC. It is ve inisation to have ac ¢ information It is important for the org about the persons on the premises. For example. in the event of an a fire or earthquake, the register will be used to one has evacuated the building, emergency, such a determine whether eve DU ee Ca In some organisations the receptionist may also serve as a switchboard operator, receiving incoming calls and directing them to: the appropriate personnel and offices. Receiving letters and parcels ‘The receptionist usually collects the letters and parcels delivered by mail carriers and couriers. Unit 2.17 contains detailed information about the procedures for handling mail. Visitor's name | Organisation Arrival Referred to | Departure | | time “time M. Alibocas | Environmental Management | 0935 | D. Chow Fatt | 1020 | Agency 25 June | A. Perey | Classic Office Supplies Ltd | 0940 | K. Caines | 0955 25June | T.North | Cari-Connect Lita 1025 | S. Kennedy | 1057 Figure 5.2.1 Example of a vistActivity Managing and maintaining the reception area v and list the duties The reception area must always be tidy and well maintained. The tated with answering the reception desk should be free from cutter. Any item that is not hone and operating a constantly used should be stored in an appropriate place. PC em DD m el eg Units 1.10 to 1.13 contain a comprehensive description of the skills, attitudes and attributes that are desirable in office workers. Please review these units to ensure that you are familiar with these attributes. itchboard Several attributes are absolutely essential for receptionists. © Personal appearance: Appropriate appearance. dress code and personal hygiene to enhance the reputation of the organisation and in keeping with the organisation’s dress code © Good tempe The ability to maintain a pleasant and courteous disposition in all circumstances, while maintaining authority © Willingness to use initiative: The readiness and motivation to take Figure 5.2.2 Recep action for the benefit of the organisation without being specifically instructed. fact: The ability to show sensitivity and consideration when dealing with persons in order to avoid giving offence. « Good articulation: A pleasant, well-modulated voice and the ability to speak clearly and distinctly3 Managing appointments ‘end of this unit you be able to discuss dures for managing ents on behalf of an e and the importance e of reminder systems. Unless the responsibility has been assigned to another person, such as an administrative assistant, the receptionist may be authorised to manage appointments on behalf of executives, such as supervisors and managers. If someone else is in charge of making appointments, then the receptionist must be provided with a list of expected visitors. ‘The person making appointments should get to know the executive's preferences. For example. there are some persons for whom the executive will always make time, Generally, meetings should not be scheduled for first in the morning or last thing in the evening. Executives usually prefer to start the work day by catching up on mail, planning for the day and so on, Cite ek The person managing appointments is responsible for maintaininy the executive’s diary as well as their own, Appointments should be entered in both diaries. Tentative appointments are written in pencil and confirmed appointments are written in pen. A neat line is drawn through cancelled appointments. Ensure that both diaries are up to date at all times by being methodical «At the beginning of the day: Check the diaries for all appointments and prepare a list of expected visitors. Ask the executive for information on appointments that they have personally made, so that these may be placed on the schedule. (Alternatively, this may be done at the end of the previous business day.) Prepare a to-do list of all that must be done on that day. Organise all files and documents that must be used. © During the day: Make amendments to the diaries as needed. Enter all new appointments, postpone: soon as they are made. When a task is completed. draw a neat line through its entry on the to-do list, © Atthe end of the day: Review the to-do list, Enter tasks not completed in the diary on the day you plan to do them. UE uy Be sacha Check the executive's calendar or diary to make sure that they are available at the desired date and time. Write down all relevant information, including: # date and time the meeting should occur * venue ‘* name, organisation and contact number of the person with whom the appointment is made © purpose of the meeting, if stated. ions as nts or cancella The conversation to make an appointment may be as follows: Receptionist: Ms Danic!’s office. How may I help? Caller: Hello, can 1 speak to Mary Daniel, please?Receptionist: Ms Daniel is not « take a message? ilable at the moment. May T Caller: I'd like to make an appointment to see her as soon as possible, please. Receptionist: Certainly. May I please have your name and a contact number? Caller: | am Obasi James of Ready Money Limited. My number is 478. Receptionist: Mr James, please hold on for a moment while | check her diary. Ms Daniel is available Tuesday morning at 10.30 and Wednesday afternoon at 2.00. Is either time convenient for you? Caller: | won't be able to get there before 11.00 on Tuesday. Receptionist: Well. shall we arrange for 11:15 Tuesday morning, in Ms Daniel's office? Caller: Yes, that’s good. Thank you Receptionist: Okay, Mr James. We'll sce you at 11:15 on Tuesday morning, Thank you for calling. Immediately write in the appointment on the executive's calendar or diary, as well as yours. Avoid over-scheduling. that is, booking more persons than the executive can comfortably see within the time period. It is wise to leave time between appointments instead of scheduling them one immediately after the other. Rescheduling and cancelling appointments An appointment may be rescheduled by the caller or by the execut If the rescheduling request comes from the caller, arrange for the mecting at another time when the executive is able. If the executive requests a rescheduling, contact the other party promptly and arrange another meeting time. Remember to promptly draw a line through the old appointment and write in the new one in both the appointments’ register and the executive's calendar or diary. The receptionist needs to be tactful when cancelling appointments behalf of an executive. Cancellations must be done in a manner that will not give offence or reflect badly on the organisation. Profes courtesy requires that the people involved should be informed of cancellations or postponement as soon as possible. Apologise for the inconvenience and, if appropriate, state the reason for the cancellation or postponement. If it is a postponement, suggest an alternative date and time.The conversation for rescheduling an appointment may go like this Receptionist: Good day. This is Karen Taitt calling on behalt of Mary Daniel of Creative Concepts. May | speak with Mr Obasi James. please? Mr James: This is Obasi James Receptionist: Mr James. Ms Daniel regrets that she is unable to mee! with you on Tuesday at 11.15.as planned. However, she is available on Wednesday aiternoon and all day Thursday. Is it possible for you to come inon either day? Mr James: | really hoped to see her have to do. fay. However Wednesday will y. y Receptionist: Should | confirm your meeting at Ms Danie''s office for Wednesday afternoon al 2.00? Mr James: Yes. that will be fine Receptionist: Thank you, Mr James. Goodbye Importance and use of reminder systems Several reminder systems are used to manage appointments, including tickler files, diaries and calendars. Tickler files File folder or index box with sections numbered 1 to 31, one for each day of the month. Files saved in a tickler system give advance warning of a forthcoming appointment, and | this reminds the person concerned to make sure that all | necessary documents and resources are available. Used to record dat time-sensitive information, such as: © appointments © deadlines © cont ces and meetings © planned absences, such as holidays or annual leave © social engagements, such as functions, dinners and weddings Calendars Used to record major events, such as upcoming meetings and conterencos. They allow an overview of the entire month at a glance. Table 5.3.1 Description of reminder systen Computerised appointment systems Some organisations use computer systems that automatically generate a daily visitor list from data that are input by the personnel in the various departments. This helps to ensure that all persons involved in managing appointments have access to the same information. These online systems make it easier to find available time slots, enter necessary information, reschedule appointmentsand so on. They also eliminate the use of multiple diaries. The receptionist must ensure that backup copies of the appointments are made regularly, This ensures that the data are available in case of power loss or equipment failure.