As a receptionist it’s your job to be the face of the company, super-organised, incredibly knowledgeable, and above all else you’ve got to do it all with a smile.
The receptionist truly is an integral part of any well-run company, but despite this role’s importance, there are a number of lesser-known do’s and don’ts that new receptionists should be aware of.
DON’T
Get frustrated when employees ask you to do things that they could do themselves, unless what you’re being asked to do falls outside of your job description. It’s important to remember that while Nancy could phone the courier herself, these small tasks are one of the reasons you were hired.
Be overly accommodating to walk-ins and callers to the detriment of your coworkers. Sure, a bubbly, helpful and friendly personality is important, but you are the gatekeeper first. Nothing will annoy your co-workers more than endless calls and visits because you couldn’t bring yourself to say “noâ€.
Comment on the comings and goings of your colleagues. No one wants to feel watched when they leave early or come in late, and they don’t need your, “Hmm, it must be nice...†comment. There could be any number of reasons that they aren’t sticking to the regular 9 to 5, from a sick child to a work-from-home arrangement with the boss. Point is; it’s not up to you to make anyone feel weird about it.
DO
Keep an “If I stop showing up to work†document. It’s no joke that the receptionist’s job is a rather complex and involved one that most other employees wouldn’t manage. There are things you know and do that seem second nature to you, but if something unforeseen were to happen to you (like winning the lottery and quitting on the spot), how would everyone else manage? Keep a “How To†document covering what to do in specific circumstances, and encourage others to do the same.
Learn to anticipate the needs of your co-workers. When you set up an appointment for someone, anticipate that they might need a map. These little things that go above and beyond what you’re asked to do are what set you apart from the rest.
Be discrete. Whether you’ve overheard a conversation about a new business venture being discussed by top management, or noticed that James is going to lunch with a different woman for the third time this week, your job is to treat everything you see and hear as confidential.
Join Staff Training on the 26th of September in Cape Town and Johannesburg as we present our popular Frontline Reception I training course. Contact us at (021) 839 3021 or drop us an email.