What Is the Role of the Receptionist?

The receptionist acts as a gatekeeper for a business.

The primary role of the receptionist is to act as the gatekeeper for a business or organization. The specific duties can vary, depending on the nature of the business. A receptionist at a medical office may need to help with processing insurance forms. A receptionist at a beauty salon may have to ring up sales for hair products. However, there are some job duties performed by the receptionist that are universal.

Fielding Calls and Emails

A receptionist will almost always have to answer phones. The complexity of this task varies from business to business -- sometime a receptionist will be required to juggle a multiple-line phone, while at other times, the call volume will be lighter. The receptionist is required to interact with callers in a pleasant way and direct the call to the correct person or take a message when necessary. Sometimes a receptionist will have access to a general email address and will have to route emails to the appropriate person.

Greeting Visitors

The person sitting at the front desk has a duty to represent the business in a flattering light. The image projected by the receptionist can depend on the nature of the business. If the business is a hair salon, it may be especially important that the receptionist has a stylish haircut and is impeccably groomed. If the business is fashion-related, the front desk person may need to have a cutting-edge wardrobe. No matter what the business, a receptionist is expected to be friendly and professional to staff and guests.

Gatekeeper

While it's key that the front desk person project a professional image and make visitors feel welcome, a receptionist sometimes has to screen visitors. Particularly in an era of heightened security concerns, a receptionist may have to confirm that the visitor is who he says he is, request ID, or check to make sure that he is on the visitor's list. Some businesses have an intercom system that allows a receptionist to screen the visitor before they're even granted access to the building.

General Office Work

Although answering phones and greeting visitors can take up the majority of the day, receptionists are also assigned some basic administrative duties. These duties may include typing letters and memos, scheduling conference rooms, packaging items to be mailed or delivered, processing time sheets and filing documents. A receptionist may also be asked to assist with coordinating office gatherings, keep common areas tidy and organized and order office supplies.

References

• Bureau of Labor Statistics; Occupational Outlook Handbook, 2010-11 Edition; Receptionist and Information Clerks
• International Association of Administrative Professionals; Glossary of Administrative Support Job Descriptions