Recognising the receptionist

Acting as the first point of contact for a company, a receptionist offers administrative support for an organisation, with a particular focus on visitor enquiries. In fact, she/he becomes the face of the organisation – a face that creates assumptions and impressions of the organisation.

As the person who makes initial contact with the client or visitor, the receptionist acts as the ambassador for a company or organisation. Their main role is to welcome visitors or clients, take details and assist them with initial problems, enquiries or directions. Some receptionists manage the company registry (tapol, etc).

Receptionists work behind a reception desk in the foyer or waiting area of a company, managing the telephone, taking messages and referring visitors or clients to the appropriate member of staff.

They may also act as a security officer in smaller businesses or organisations.

Whilst receptionists give administrative or secretarial support to the company, they are distinct from administrators because they focus on dealing with the specific needs of visitors, clients or patients rather than company employees.

Working as a receptionist is an excellent way to develop administration or clerical skills, to build up contacts and to gain knowledge of a particular industry.

Professional receptionists are an important asset to a business. Receptionists are given the responsibility of meeting and greeting customers, clients or other visitors. This means the person assigned in the receptionist role is the individual who gives the first impression of the business to those that make contact – and first impressions are essential.

Receptionists greet people both in person and on the telephone.

Every company should have trained staff to answer the telephones in a professional and welcoming manner.

Even small companies, who may not be able to afford a large staff, should invest training efforts for those members who will be answering the company telephone or greeting customers.

Sadly, in several Sri Lankan companies, the role of the receptionist is under-recognised or taken for granted.

This is a good public relations proving role. If they can create impressions, they can make it ‘good’ or they can make it ‘bad’. I think that the receptionist’s role is of paramount importance.

Here are a few of the top reasons why companies should consider professional receptionists as an important asset to the business:

First impression of the company

As indicated above, first impressions are important. A professional receptionist who is capable of giving a polite, warm and welcoming greet is vital. People and groups calling or entering a place of business are going to be deterred from continued contact if they are greeted with rudeness, indifference or any other behaviour that lacks professionalism.

A personal greeting is important in any kind of organisation, but in for-profit structures this is extremely essential because the way the first impression is perceived can make or break a sale. Professional receptionists often play a strong role in whether or not an individual or company representative is willing to do business with the office contacted.

Knowledgeable

Since receptionists are the primary point of contact in the organisation, these individuals usually have a good idea of what is going on in and around the company. Their eyes see much, and as a result, receptionists typically end up possessing a wealth of information.

Other organisational members who have questions or needs to be filled can often go to the receptionist and find out exactly what they need to know. If the receptionist doesn’t know the answer, it is almost certain the individual will know who to direct, who to offer the information or answer needed.

Answer questions/address concerns

In addition to being able to assist internal members of a business with their knowledge, receptionists are often a point of contact for external members of a business as well.

Most often if a customer, client or vendor calls and gets the receptionist, he or she is able to provide a professional answer to any questions or give an explanation of an issue to address any concerns.

This skill is an asset not only because of the speed of getting questions and concerns addressed, it also frees up other staff members to focus on other areas of the business needing to be given attention.

This is beneficial because it eliminates the need for consistent interruption when a good receptionist can play the go between and address any issues that arise.

Good receptionists are ones who present the company well, deliver excellence in customer service and have a positive effect on people who engage with the business.

The way a receptionist is perceived is going to impact the overall perception of the business. It is well worth any human resource or other manager to hire the best possible professional receptionist they can find, because when they do, they have a great asset in their organisation.

Responsibilities

Typically, receptionists are responsible for:

• Answering the telephone
• Dealing with telephone enquiries or referring them to the relevant member of staff
• Greeting visitors and directing them to the appropriate person or staff member
• Answering face-to-face enquiries and providing information when required
• Issuing security passes and maintaining visitor records
• Keeping the waiting area (in a doctors or dentists surgery) tidy and providing reading material for waiting visitors
• Taking payments
• Receiving and sorting post
• Providing refreshments for visitors, patients or clients
• Sending emails and making telephone calls
• Booking rooms
• Maintaining patient records
• Organising travel arrangements
• Managing the switch board
• Organising meeting times/ meeting rooms
• Acting as the initial contact for interviewees
• Undertaking basic bookkeeping
• The above activities entrusted can differ from company to company.

Skills

Receptionists are required to have many different skills to allow them to meet the varying demands of visitors and colleagues. These include:

• A polite and courteous manner regardless of the situation
• The ability to deal calmly with difficult customers or visitors
• Excellent verbal and written communication skills
• The ability to keep calm under pressure
• Efficiency and excellent organisational skills
• The ability to balance conflicting demands
• A commitment to and knowledge of the organisation and its work
• Basic IT skills
• Word processing abilities
• The ability to work telecommunication systems (telephones, fax machines, switchboards, etc.)
• The ability to make people feel at ease
• The willingness to go the extra mile even at busy times
• The ability to work under own initiative
• Excellent interpersonal skills
• A smart, neat appearance

 Depending on the nature of the organisation worked for, there are usually good opportunities for receptionists to progress. With experience, receptionists often progress to the role of administrator or secretary, supervisor, customer services manager or admin manager.

(The writer is the Managing Director and CEO, McQuire Rens Group of Companies. He has held regional responsibilities of two multinational companies of which one was a Fortune 500 company. He carries out consultancy assignments and management training in Dubai, India, Maldives, Singapore, Malaysia and Indonesia. He is a much sought-after business consultant and corporate management trainer in Sri Lanka.)