Unit 2C

Reception Services

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Aims of Lesson 1

1. Introduction to Unit 2C Reception Services

2. Importance of the receptionist

3. Duties and qualities of a receptionist

4. Continue with questions from Class Activities booklet

5. Kym, Nicole finish off Unit 2B test

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The Receptionist

The receptionist is often the first person that a potential customer meets in an organisation

It is extremely important that the receptionist creates a good first impression

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Qualities and Duties Qualities = the good things

about your character that make you an asset to the company

Kind Patient Helpful Polite Punctual = on time Tactful = you use common

sense Hard working Presentable

Duties = the tasks you carry out as part of your job

Answer phone Welcome and refer visitors Make phone calls to customers Get tea/coffee Book appointments Handle mail Get staff to sign in/out book Get visitors to sign book and

issue pass

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Aims of Lesson 2

Last Lesson• Introduction to Unit

2C Reception Services

• Importance of the receptionist

• Duties and qualities of a receptionist

Today’s Lesson

1. To discuss how visitors should be received by the receptionist

Role play

2. Discuss what should be in a reception area

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Items in a Reception Area??

1. Front desk – with receptionist

2. Sitting area

3. Coffee/vending machine

4. Information booklets

5. Toilets

6. CCTV

7. Organisation chart

8. Awards and certificates

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Aims of Lesson 3

Last Lesson1. Introduction to Unit 2C

Reception Services2. Importance of the

receptionist3. Duties and qualities of a

receptionist4. To discuss how visitors

should be received by the receptionist

Role play5. Discuss what should be in

a reception area

Today’s Lesson1. What security procedures

should the organisation follow?

2. How should you deal with security problems?

3. Complete Unit 2C questions on forum

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Security Measures??

Alarm Identification badges CCTV Keypad locks Security guard Visitor book Swipecard system Finger print scanner

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Dealing with Security Problems? Suspicious parcel left at reception?

1. Don’t open!!!

2. Check with employee to see if its for them

3. Contact police Aggressive visitor?

1. Try and stay calm

2. Keep visitor calm

3. Give them warning

4. Contact supervisor Unauthorised person gaining access to premises?

1. Contact security personnel

2. Fit security lock in the future Abandoned car in park

1. Call security or police to remove it

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Aims of Lesson 4Last Lesson1. Introduction to Unit 2C

Reception Services2. Importance of the

receptionist3. Duties and qualities of a

receptionist4. To discuss how visitors

should be received by the receptionist

Role play5. Discuss what should be in a

reception area6. What security procedures

should the organisation follow?

7. How should you deal with security problems?

Today’s Lesson1. Records Kept at Reception2. Equipment Used at

Reception

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Records Kept at Reception

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Equipment at Reception

Pager Electronic device used to contact

employees during an emergency

Electronic Diary A computer program where users

can input, amend and store appointments