Duties of a Receptionist
- The receptionist is in charge of receiving visitors to the organisation, and also directing them promptly to different departments and officers, within the organisation.
- A receptionist controls the telephone switchboard, and directs calls to different officers in the organisation.
- It is the duty of the receptionist to ensure that all visitors, whether on appointment or a first time visitor, are comfortable while they are in the receptionist room.
- A receptionist keeps record of all visitors to the organisation, by using the visitors book and other relevant books.
- Receptionist receives mails or parcels, delivered by hand on behalf of staff.
Procedure in Receiving Calls:
Receiving calls is a major duty of a receptionist. Below are guidelines to follow when answering the telephone;
1. Be on Time: A receptionist must always be on time to receive calls, and calls should be answered promptly.
2. Tone of the Receptionist: The receptionist’s tone has to be warm and inviting. Exercise patience with challenging callers. Be respectful, and do whatever you can to accommodate the caller’s needs.
3. Greeting: A receptionist should memorize a greeting, that he or she will use time and time again. For example, “Good morning, this is Starlight Interiors. My name is Funke. How may I help you?” This will make the caller feel welcome and valued, and it will create a good first impression of the organization.Any greeting will do, just make sure it’s professional and pleasant.
4. Be Organized: The receptionist should take detailed notes, pay attention to what time calls came in, and write down all phone numbers.
5. Listen Attentively: It is important for the receptionist to pay adequate attention to the caller. Focus on what the caller is saying, and quickly determine where to transfer them, to best serve their needs.
5. Putting the Caller on Hold: If the caller has to be put on hold, and it is taking longer than expected, the receptionist should check back, and reassure the caller that their request is been attended to.
6. Say Thank You: If the caller accepts to be put on hold, say thank you. If you ask the caller to verify the information you wrote down, say thank you. And always say thank you after the end of the conversation.