Provide Reception Services Essay
Provide Reception Services
1.1 There are many purposes to a receptionist role especially being the first point of call between the company and the client/supplier. Being the first point of call is an important role because it helps the whole company. When a customer/supplier comes in a receptionist can get the correct member of staff for the person. Also it ensures that somebody knows who is in the building and has got them to sign in so the company had a record and it’s easier for people to be accounted for in cases of emergency. In some businesses the receptionists make appointments for the other staff for customers/suppliers to come in. They also take the call and pass it to the right person. Being a smaller company we do not have somebody that has been employed as a receptionist but because of where my desk is placed I have adopted the role. In this role I have to welcome people into the building, make sure that they sign in and offer them a drink. I also find out who they are here to see or do. If they want to collect goods I can pass them on if the girls in sales are busy but if they are here for a meeting or chat I let the member of staff know.
1.2 When doing a receptionist role you have to present a positive image of yourself and of the company. When someone enters the building and a positive image is being portrayed it makes them feel more comfortable and that the company is a good business to work with or use. If the staff a positive it shows the customer/supplier that they are going to get things done and enjoy what you do so you are going to do the best you can for them. 1.3 It doesn’t take a lot to show a positive image of yourself and the company. For starters just having a smile on your face helps massively because people can tell. Offering a drink when people walk in also presents a good image because it shows that you will do anything to make them feel comfortable. Keeping yourself and you work space clean, organised and smart shows that you care about yourself and what you are doing and also shows that you are a person that is ready to do things. 2.1In any business there are many lines of communication from the reception.
For example if somebody came into the office with a complaint the receptionist would have to take down details and pass them on. If the complaint is about a product that would be passed on to their account manager, if the complaint was about employee –depending on the size of the company- you would go to the supervisor or managing director. If someone came into Othello Martin James and could be a potential new customer I would take down some details and pass it on to the best person depending on who was free or where the person was based for example if they are based in Swadlincote or the surrounding areas I would pass it on to Tanya. But is she wasn’t available I would pass it to whoever was free and able to talk. If someone came in with questions about new products or a new order I would find out who the account manager was. 2.2In larger companies both employee’s and the public have to make appointments to see supervisors or the managing director. This all goes through the reception as they can arrange the appointments and mange diaries.
But at Othello Martin James we are a smaller office and less formal than big businesses. We don’t need to make an appointment to see our supervisors or managing director we are all in the same office and can just ask for two minutes if we need to have a chat. 2.3In every business there are many procedures for people coming into the office. For example entry and departure, security and confidentiality and finally health and safety, all of these procedures are made to difference business standards depending on the company. For example with entry and departure some high security companies might have to so more checks on people than say an office like ours. For example in any business visitors will have to sign in so the company has a record of who has visited and also in cases of emergency there is a record of who is in the building. This is very important so there are records because if there isn’t and an emergency does happen somebody could be in the building but you wouldn’t know because you have no records. Security and confidentiality are important to any business because there are some many documents that need to be covered under the data protection act.
In a reception a lot of documents are held for example in a doctors surgery they have all the patient records for the people that are going in that day, in an office there are details of the employees and the business. If people could just walk in they can easily get these records. If somebody is on reception all the time while the office is open this stops the security and confidentiality risk. 2.4Like I have mentioned earlier in our office we do not have somebody that is employed as a receptionist but because of where my desk is placed I have adopted the role. The way our office is designed there are four desks in our reception area which is also the accounts department. There is also somebody in this part of the office so people can’t just walk into our office without somebody knowing. We ask visitors to sign into our sign-in book so we have a record. Also when someone is always in that office people can’t just walk in and access information that isn’t to be viewed by them. Also our office is in a business park which has security fencing around the units, when people arrive they have to press the buzzer to be let in.
For example is somebody is coming round for a meeting the have to press our buzzer and I have to pick up the phone find out who they are and let them in through the gates. 2.5/6The purpose of having health and safety procedures is to make sure that everyone safe and protected. This includes procedures such as signing in. It is my responsibility to make sure that everyone that comes into the office sign in and also know where the assembly point is in case of emergency. When visitors come in to the building I just ask them to fill in the book before I ask who they are here to see or if they want a drink. 2.7There are many emergency procedures in businesses from fire exits to if somebody becomes ill. In our office if a fire happens first the fire alarm will go office then we all have to get up and leave in a calm manner via the fire exits that are lit up and meet at the assembly point that is across the car park. My role is just to make sure that I can get out without causing a fuss also when we are at the assembly point I should know if someone is missing because I see everyone that walks through the door.
But being a small business the majority of us are in the same office on the same floor the rest will be our delivery drivers which could be in the warehouse or on the road. The sales office knows when drivers come back so will know if somebody is in the warehouse. If somebody falls ill or has an accident first we find out how urgent it is for example can we phone their emergency contact or do they need to go to hospital. I don’t have much of a role in this as I am not the first aider. But if I needed to help I will also my desk is closest to the kitchen where the first aid kit and emergency numbers are kept so I may have to run in and get them. 2.8/9In our office we don’t tend to get visitors that come in showing aggression and causing conflict because everyone comes in for a reason. But we sometimes receive conflict/aggression on the telephone and have to act in the same way – also sometimes our delivery drivers receive face to face conflict and aggression while out on the road. When this does happen we have to remain calm and take details of what the person is being aggressive about.
If the person starts being aggressive we can ask them to leave or put the phone as we don’t have to tolerate that behaviour. Depending on what the person was being aggressive about depends on who I would refer it to. But in all cases I would tell my managing director and supervisor. 3.1/4.8In any office there are many reasons/purposes for suggesting ideas for improving the reception area. A reception area should have a desk for the receptionist where they can see the door, a telephone, a computer for the work of the receptionist and basic office equipment. If the building has security gates the buzzer should be behind the receptionist desk. For the visitors it should have a seating area and a signing in book. Some businesses have a water dispenser and magazine racks.
The receptionist is best for suggesting ideas for the reception area because they are in there all the time and can see how it works for the visitors. Also the reception area should be a clean and welcoming environment. When suggesting ideas it helps keep the reception area modern and in best working order for you – the receptionist and the visitor. 3.2In any office there is always going to be quite times when all your jobs have been completed. At this point you can ask other members of staff if they need a hand with anything just to help with their work load. As previously mentioned about me adopting the role I work in the accounts department so I have many roles to duties to do but we can still have quite times where I go and ask if anybody needs a hand. Just before we finished for Christmas 2014 we had a couple of issues with our account program Sage. While this was being sorted I went in to the sales office and asked if they wanted a hand to finish the jobs for the year so I helped file the scanned delivery notes on the computer.