The reception office

1. Meaning of a Receptionist

A receptionist is a person employed to receive and assist visitors in an organization.

A receptionist receives messages from visitors and directs them to different offices in an organization. a receptionist gives the first impression about an organization.

A receptionist is an employee taking an office/administrative support position. The work is usually performed in a waiting area such as a lobby or front office desk of an organization or business.

1. Qualities of Receptionist

The qualities of receptionist are listed below:

• A good receptionist must be polite, and friendly especially to visitors
• He/ she must be receptive and be a good at relating with people
• A good receptionist must know how to operate the computer
• He/ she must learn how to relate with people
• He/ she must always be punctual/early to work
• Must have the ability to concentrate on specific important matters
• He/ she must be pleasant and show great intelligence to work
• He/ she must be able to work under pressure and yet do what is right
• He/ she must also have a good relationship with the workers of the organization

1. Duties of a receptionist

The duties of the receptionist can be broadly divided into two

1. Receiving callers
2. Handling telephone duties

Receiving callers: receiving callers and visitors is very important function of a receptionist because the first impression of the organization is from the receptionist. In receiving the callers/ visitors the receptionist does the following

• Welcomes the visitors politely and pleasantly by saying “can I help you, please?”
• He/ she offers a seat to the visitor
• He/ she directs them to the appropriate officer they are willing to see
• He/ she also receives information from the visitors

Handling telephone duties: The telephone is the most important link through which the organization communicates with other organization/ companies. Any call offers can actually offers opportunity to promote the image of the organization. In the process of handling the phones, the receptionist must be

• The receptionist should use pleasant and clear voice
• Must be cautious to the caller and ensure he understands what the caller is saying
• He/ she should keep accurate message
• The receptionist should be able to pass information through the network

1. Documents handled by a receptionist

The documents handled by a receptionist are explained below:

Visitor’s book or record: A visitor’s book in an organization is used to record information about the visitor or caller and what the visitor has come to do in the organization. The visitor’s book contains: the name of the visitor, date of visit, address of the visitor, whom to see, purpose of the visit, departure and signature of the visitor.

A visitor’s request form or slip: Many organizations require visitors to complete visitors request form or slip before they can be attended to. The slip contains information like : name and address of the visitor or caller, whom to see, purpose of visit. This will be given to the officer to decide if the person should come in or not.

Business card: A business card usually contains the name of the owner, his company, and his position in the company, his office address and the official telephone number. It is used to: introduce him/ her, save time for completing the visitor’s book

Telephone message pad: The telephone message pad is used to record telephone messages for officers who may not be on their seats or are very busy. It contains information on date and time of call, name and address of the caller, caller’s number and reason for call.

The diary: A diary is a record book for keeping daily activities. The receptionist uses it to record all future appointments, interviews and meetings. The diary contains spaces with dates for recording daily events and information.

1. Use of computer by receptionist

A receptionist must be able to use the computer to do the following:

• Receive messages from different offices
• Send messages especially about visitors request different officers in their offices
• Keep relevant records about his/her activities

Test and Exercise

1. ——— save time for filling the visitors form (a) business card (b) the diary (c) visitors slip (d) visitors book
2. A receptionist must be able to do the following with the computer except (a) keep relevant records about the activities (b)receive messages from different offices (c) involve in yahoo (d) send messages
3. ———- is used to record information about the visitor or caller and what the visitor has come to do in the organization. (a) visitor’s book (b) diary (c) business card (d) all of the above
4. A visitor’s book contains the following except (a) name of visitors (b) date of visit (c) the knowledge about the company (d) address of the visitor
5. A receptionist is very important in any organization. True/ false
6. The person who handles the phone and receive callers in any organization is called a (a) receptionist (b) office mate (c) the manager (d) the worker
7. The two major duties of the receptionist is ———(a) receiving calls and handling phones (b) sleeping and eating (c) talking and gossiping (d) gisting and visiting
8. A receptionist says ———– to welcome a visitor (a) what are you looking for (b) what can I do for you (c) “can I help you please?” (d) none of the above
9. All are the qualities of a good receptionist except (a) must be polite (b) must be punctual (c) must be lazy (d) must learn to relate with people

• ————— is a person employed to receive and assist visitors in an organization. (a) manager (b) accountant (c) receptionist (d) marketer.