Reception ServicesReception Services

Unit 2CUnit 2C

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Learning Outcomes

First Impressions Count! The Reception Area Features of a Reception Area Qualities of a Receptionist Introducing Miss Munro! Duties of a Receptionist Procedures of dealing with visitors Importance of Security

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First Impressions Count!

The Reception Area is the first place a visitor or customer enters when visiting an organisation

This means that the first person the visitor or customer meets is the RECEPTIONIST

It is essential that the receptionist creates a positive impression so that the organisation gains a good reputation

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The Reception The Reception Area is

important because it provides the following: Visitors and customers know

where to go to report that they have arrived

An area where visitors and customers to the organisation can be greeted and welcomed by members of the organisation

Ensures that all visitors and customers are given a security check prior to entering the office areas

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School Reception Have you ever thought about the first impressions that people receive when they visit your school?

Think about the Reception area of your school (often referred to as the School Office).

What are the main features of your School’s Reception area? Is it welcoming? Is it comfortable? Is it easily accessed?

Discuss this with your class and brainstorm the main features of the School’s Reception area – both good and bad

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Features of a Reception Area In most modern offices the following factors will appear in the Reception

area: A main entrance and exit A visitor waiting area A Receptionist Switchboard and fax machine Security measures eg: ID swipe

card for employees; entry phone system for visitors; security camera

Informal meetings area Magazines, tea and coffee making

facilities

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Activities Answer the following activities from

your Activities Booklet:

Question 1: The Reception

Question 2: School Reception area

Question 3: Information in Reception area

Question 4: Caledonian Health & Fitness Reception area

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Qualities of a Receptionist The Receptionist is the first person that visitors will meet when they arrive at the organisation. It is essential that he/she demonstrates the following qualities: PolitePolite – visitors must be made to feel

comfortable Helpful Helpful – questions should be answered

clearly and efficiently as possible Well-informedWell-informed – it is essential that the

Receptionist knows ‘who’s who’ in the organisation so that they can be informed immediately that their visitor has arrived

Calm/patientCalm/patient – it is important that every situation is dealt with in an appropriate manner

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Miss Munro is assigned a new

role!

Mr Burns is currently reviewing the

Reception area of Caledonian Health & Fitness and has asked Miss Munro to take the responsibility of Reception for a short period of time. He feels it is important to get some fresh ideas into the organisation and running of the Reception area.

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What DUTIES will Miss Munro be

expected to carry out? Mr Burns asked Miss Traynor (the Recruitment Officer) to draw up a job description for Miss Munro detailing what tasks she will be expected to perform. The following tasks were identified: Deal with visitors Maintain and record an Appointments Book Operate the switchboard Keep a record of all visitors by ensuring

they sign the Visitor In/Out book Keep a record of all staff in the building by

ensuring they sign a Staff In/Out book Hand out Security ID passes to visitors Check ID of employee

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Activities Answer the following activities from

your Activities Booklet:

Question 5: Create a Job Description and a Person Specification for Mr Burns

Question 6: Could you be the future Receptionist of Caledonian Health & Fitness?

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Visitors to Caledonian Health &

Fitness Caledonian Health & Fitness is very

popular for both customers and visitors.

What type of visitors will Miss Munro have to deal with at Reception?

Visitors with Visitors with AppointmentsAppointments

Visitors Visitors without without

AppointmentsAppointmentsRegular Regular CallersCallers

• Sales Rep

• Interviewee

• Customer

• Sales Rep

• Postman

• Window Cleaner

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What steps should Miss Munro take when

greeting a visitor WITHWITH an appointment? 1. Ask the visitor their name

2. Check that their name and meeting is in the Appointments book

3. Ask the visitor to sign the Visitor book – this is to record that they are in the building (very important if there was a fire alarm)

4. Give the visitor an ID pass to wear whilst they are in the building

5. Contact the member of staff that the visitor has arranged to meet

6. Direct the visitor to the appropriate room/meeting place

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What steps should Miss Munro take when greeting a visitor WITHOUTWITHOUT an

appointment? 1. Ask the visitor their name

2. Ask whom they would wish to meet

3. Ask the visitor to sign the Visitor book – this is to record that they are in the building (very important if there was a fire alarm)

4. Contact the member of staff that the visitor wishes to meet

5. If the member of staff is available, give the visitor an ID pass to wear whilst they are in the building

If the member of staff is NOT available arrange for the visitor to return at a more appropriate time or ask if another member of staff can help

6. Direct the visitor to the appropriate room/meeting place

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Activities Answer the following activities from

your Activities Booklet:

Question 7: Visitors to School

Question 8: Dealing with visitors

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SECURITY!! Mr Burns is very aware that SECURITY is paramount at Caledonian Health & Fitness and has arranged a meeting with Mr Nichols (the Buyer) to discuss purchasing security systems for the building.

Mr Burns is unsure of exactly what is on offer and is delighted when Mr Nichols provides him with the following information…….

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SECURITY SYSTEMS The main methods of security systems that Mr Nichols could find were the following:

Security ID badges

Swipe cards

Keypads

CCTV

Security Patrols

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WHY IS SECURITY SO IMPORTANT TO

AN ORGANISATION? Security is important to an organisation to ensure that the following does not occur:

Unauthorised personnel can gain access to the building

Confidential files can be stolen

Hardware can be stolen from the building

Unauthorised personnel can gain access to employees’ computers

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Activities

Answer the following activities from your

Activities Booklet:

Question 9: Security measures

Question 10: Importance of Sign In/Out books at Reception