S3 Administration

Working Environment:Reception Services& Electronic Diary

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Lesson Starter

You have been given a diagram of anorganisations reception can you identify all or as many of the points on the diagram using the correct terminology.

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Starter – Solution

A) reception area located near the main entranceB) large reception area with visitors’ recordsC) computer , fax machine, telephone answering machine and

switchboardD) waiting areaE) toilet facilities F) disabled accessG) nice decor (tables, plants, good lightning, pictures)H) receptionist in smart work wearI) reading material J) refreshments (drinks) are availableK) organisation chart L) CCTV M)photographs of key personnel N) awards and certificated given to organisation

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The Receptionist

Why is the way in which visitors are dealt with important to the wellbeing of an

organisation?

The reception is your ‘shop window’ the receptionist is the first person a visitor or potential customer will come across. First impressions count.

The way the visitors are dealt with and the layout of the reception area give the impression of the overall efficiency of the organisation.

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The Reception Area

The reception area is always situated close to the entrance entrance to the workplace

It should be brightbright and welcomingwelcoming and contain the following: Reception desk staffed by a Receptionist Waiting area close to the reception desk Seating area for customers who have to wait Reading materials Tea/coffee making facilities Organisation chart Security features

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What are the qualities & duties of a receptionist?

Qualities

knowledge of the organisation e.g. layout, activities, key personnel.

good communication skills tidy and well groomed polite calm tactful discreet

Duties

welcomes visitors operates the switchboard take and passes on messages directs visitors to the

appropriate area Ensures visitors sign the

Visitor’s Book signs for mail and packages Keeps reception area tidy Contacts staff to tell them they

have a visitor Faxing and word processing

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Why Is Reception Important?Reception is important because

it provides: An identified area within the

organisation for visitors to report to A means of welcoming, checking and

directing visitors to an organisation An initial security check on all

visitors to the organisation

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Type of Visitors to Reception

Visitors without Appointments

People enquiringabout jobs

Customers with complaints

Sales Representatives

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Type of Visitors to Reception

Regular CallersPost person/courier

Services(Window cleaner, technicians)

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TASK 1 – Greeting a Visitor

GROUP TASK

In your groups decide the order which a

receptionist would greet a visitor into their

organisation. Place the yellow cards in the correct sequence. Compare answers with solution.

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Greeting Visitors’ TASK 1 (SOL)

Greet Visitor

Ask for their name and their organisation

Ask the visitor who they would like to see

Ask if an appointment has been made

•Check appointment book

•Issue visitor with ID

•Ensure all visitor information is entered in the Visitors’ Book

•Phone required person to announce visitor's arrival

•Offer refreshments if visitor has to wait

•Direct person to required person’s office

WITHOUT APPOINTMENT

WITH APPOINTMENT

•Try to contact the person the visitor wishes to see and see if they are available

•IF the person will seen them: Issue visitor with ID, ask them to sign the Visitors’ Book and direct them to where they are going.

•IF the cannot be seen then: ask if someone else can assist, suggest they make an appointment and then ask them to complete the Visitors’ Book.

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Electronic Diary (e-diary)

WHAT is an e-diary? A computer application which allows us to check and

store our appointments.

WHY use an e-diary? Several peoples diaries can be checked to find

suitable times for people to meet. Regular appointments need only be entered once –

the package will then create them automatically. The receptionist may use an e-diary to confirm

visitors’ appointments. There is an address book to store information.

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Example of an e-diary

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It Is Used by Businesses To:

Check, enter and store information relating to future appointments

Store names, addresses, e-mail and phone numbers in the address book

Inform staff of important dates e.g. avoid duplication of appointments

Provide a valuable tool for members of staff, e.g. a receptionist may keep a central record of visitors appointments

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Task 2 – e-diary exercise

Create your own e-diary using outlook. Click on outlook (e-mail) icon Click on calendar 1. Enter you timetable for our classes today

– including times and location.2. Input any activity you are doing tonight.

3. Use your diary to plan your weekend. Use the times and location.

4. View in weekly format.5. Ask me to check your finished work.

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School Day Times

Registration 08.55 – 09.05 Period 1 09.05 – 10.00 Period 2 10.00 – 10.55 Interval 10.55 – 11.10 Period 3 11.10 – 12.00 Period 4 12.00 – 12.55 Lunch 12.55 – 13.45 Period 5 13.45 – 14.35 Period 6 14.35 – 15.30

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Benefits

More efficient than a manual system as entries can be edited easily

Avoids double bookingRepeat appointments only need

to be entered onceThe receptionist can make

changes to staff members diaries from their computer terminal

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Benefits

Space provided for a “To do List”The electronic diaries of several

people can be searched to find a suitable date and time for all to meet

Notes and reminders can be used to assist the receptionist in her duties

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Drawbacks

Problems when using an electronic diary may include:

Equipment failureInformation must be constantly

up-datedWrong information may be

communicatedUsers may not check Outlook

regularly enough

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Next Lesson

In the next lesson we will learn: The records kept by the receptionist security procedures in an organisation

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Homework

Homework Sheet to be completed by Friday 29/01/10.

Additional copies can be printed from from my blog www.missdunlop.blogspot.com

For additional help and another look at the slides from today also visit my blog!!

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Security Measures

Ensuring all visitors report to reception first Issuing security/visitor badges Maintaining controlled entry through

the use of swipe cards, keypads and entry-phone systems

CCTV installed throughout the building

Security patrols/guard dogsThese measures will help to These measures will help to ensure the safetyensure the safety of its staff, of its staff, visitors, equipment and visitors, equipment and informationinformation

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Security Problems

One of the most common security problems an organisation will face is unauthorisedunauthorised access

If a member of staff has reported an unauthorised visitor, the receptionist should: Approach the person and ask them the

reason for their visit Contact security Record in an incident book