Welcome to JSS2!
We are eager to have you join us in class!!
In today’s Business Studies class, We will be discussing The Receptionist Office. We hope you enjoy the class!
Meaning: The reception office is where visitors to an organisation are received and attended to. It is the first point of physical contact with a company or an establishment.
The way a client or customer is received influences his assessment of the organization. This is why some organizations make the reception office cosy and imposing.
A good reception’s office should have the following;
- Reception desk and good office.
- An office chair for the receptionist.
- Chairs for guests, while waiting.
- A table to hold literature, magazines or to provide guests with a place to put their briefcase or laptop while waiting.
- Wall clock
- Visitor’s book
- Stapler etc.
Meaning: a receptionist is an important member of a business organization. He/she is the point of communication between the organization and the external environment.
The receptionist is therefore strategic to the organizational accomplishment of goals. He/she may grant security services like granting pass or permit clients and reporting suspicious characters to the security unit.
The work of a receptionist is usually performed in a waiting area such as a lobby or front desk of a business organization.
Importance of the receptionist
The following constitutes the importance of the receptionist.
- The receptionist assists in receiving visitors that come into the company or organization.
- He/she also helps in directing visitors to the very offices they want to go to.
- The receptionist ensures that letters and mails are sorted and handled with the utmost care.
- He/she answers telephone calls on behalf of the other officers in the establishment.
- The receptionist can also help to set appointments on behalf of his boss.
- One important duty of the receptionist is to keep office records safe, by storing them in the computer or other storage devices.
The receptionist inspires and sustains confidence in visitors. This is why receptionist are equipped to behave in ways to sustain the interest of clients. In essence, the post of a receptionist is not a dead position. It oftentimes provides a ladder for growth not only within but outside an organization.
Qualities of a receptionist
The receptionist should maintain certain welcome attitudes, positive dispositions and essential qualities, in order to do the job successfully.
The attributes are;
- He/She should be calm and courteous at all times, regardless of the visitor’s behaviour. The receptionist should not show personal feelings concerning a customer’s or visitor’s behaviour.
- A receptionist should be attentive to customers/clients.
- He/She should be neat and well-groomed in appearance.
- A receptionist should respect confidentiality and show discretion in conduct. This implies that the receptionist should not gossip about what he sees or hears at the workplace.
- He/She should show maturity in handling issues presented, and exhibit good human relations skills.
- A receptionist should be polite in answering questions. This includes using “sir” or “ma” while responding and in a clear and cheerful voice.
- A receptionist should be patient when dealing with visitors/customers and co-workers.
- He/She should demonstrate loyalty and devotion to duty.
- Dependability: A receptionist should be dependable to be trusted by the management of the organization.
- He/She should possess very good communication skill. This includes: answering telephone calls and communicating with the management of the company on those important calls and issues of concern.
- Ability to remember names, faces, in order to deal with customers individually and also in relating with co-workers.
- He/She must be knowledgeable about people and the type of work or service that the organization does or provides.
Receptionist rules for answering the telephone
- Always be polite and welcoming.
- Keep your conversation as brief as possible, without sounding rude or in a hurry.
- Make sure you know how to effectively operate your telephone.
Tips for answering telephone calls
- Be organized. Have everything required ready, like your pen, desk pads, message book, etc.
- “who may I say is calling?” Will be a good way to find out the caller’s name.
- Ask the caller how you may help or what his problem is. Listen attentively and do not interrupt.
- Thank the caller for calling.
- Pass on the message accordingly and in time too.
Documents handled by the receptionists
- Visitors logbook
- Visitors register or appointment lists
- Request form
- Business cards
- Phone directory
- Telephone message pads
The layout of a reception area
The design of a reception area can make potential customers more comfortable or want to leave, so it is important to layout the area in a way that is welcoming and open. The following should be in a reception space:
- Seating – there should be couches or chairs available for people to sit on. Visitors may have to wait for a meeting, so a comfortable space is important.
- Tables – having tables to set down coffee, paperwork, or even magazines for reading is always a good way to make sure customers are not feeling awkward as they try to balance everything in their lap.
- Lighting – light that illuminates the space without being too bright is also important. This gives people waiting the ability to read or scan work as needed.
- Hooks – you should have a coat rack or hooks for coats, umbrellas, and bags. This will keep the space uncluttered.
- Art – Although this is not essential, something colourful and bright in a reception area adds to the ambience.
- Reception desk – lastly, you want a reception desk for your receptionist. The reception desk should be high enough that there is a small barrier between the receptionist and the people coming in. This helps for a variety of reasons: it maintains privacy for the receptionist, keeps everything professional, and allows for a slight barrier to outside elements as the door opens.
We have come to the end of this class. We do hope you enjoyed the class?
Should you have any further question, feel free to ask in the comment section below and trust us to respond as soon as possible.
In our next class, we will be talking about Office Correspondence. We are eager to meet you there.Pass WAEC, JAMB, POST-UTME & more in One Sitting for FREE!💃