How to Be an Excellent Receptionist

The receptionist is the first point of contact and gives the first impression of the organization.

Although the role of receptionist is not always considered a high-status one, as the first point of contact for the organization you are exceptionally important. Many of your routine tasks will keep the office running smoothly, and you are a vital public relations employee. Every receptionist is the public face of the organization and the first point of contact for customers, vendors and official agencies. First impressions count; therefore, it is important for you to look professional, work efficiently and possess an aura of confidence at all times.

Instructions

1. Wear appropriate business clothes to work every day. Clothing must be clean and pressed, shoes shined and attention to detail paid to all aspects of personal grooming. While formal business wear is usually preferred, check the organization’s dress code. Overdressing can be as bad as underdressing. However, the rule of being well groomed is always important.

2. Sit, stand and walk with good posture at all times. This is not only for good presentation and confidence but also to prevent discomfort in the long term, which can occur when working at a desk every day.

3. Keep the reception desk clean, tidy and clutter-free at all times. Have only essential items on view and keep valuables in a lockable drawer if possible. Many receptionists are responsible for a signing-in-and-out book, so having a good-quality pen ready for visitors is important.

4. Check the job description and discuss your duties with your supervisor until you are certain of what is expected of you. If you have ideas for improving the reception area, share them with your supervisor. Propose how you will implement your ideas and explain the benefits.

5. Answer the telephone, write correspondence and greet visitors in the corporate style. Where there is no established precedent, it is customary to answer the telephone with “good morning/afternoon,” the name of the organization and “how can I help you?” Speak slowly and clearly and smile. Smiling will make your voice sound pleasant and friendly. When transferring incoming calls, let the caller know he is being placed on hold; and when you have connected with the relevant person, tell her who the caller is and check to be sure she is happy to receive the call before putting the caller through.

6. Keep a notebook and pen by the telephone at all times and write down details of calls you may forget, especially telephone numbers, names and messages. You can also leave important instructions and information there for anyone covering for you at break times.

7. Maintain your continual professional development by attending courses where offered and seeking out opportunities for development outside the workplace.

8. Learn as much as you can about the organization, including who’s who, history, mission and products so that you can instantly provide information to visitors and callers on request.

References

• "Professional Office Procedures"; Susan H. Cooperman; 2005