The Role and Functions of the Reception/Front Office Person

1. Examine the skills, functions and responsibilities of a receptionist or front line office skills representative within an organization.

• Explore the role and frontline activities of a reception/frontline office environment – (i.e. describe at least 5 skills required by a reception/front office person when receiving and greeting visitors).

1. Outline the products, services, key policies, structures and personnel of an organization.

 

Frontline Office Skills

1. Explore the range of telecommunications network equipment used within a reception and or front office context, to include, telephone management systems, electronic directories and computer networks.

• Application of technology in the context of reception/front office appropriately explored.

• List at least 2 essential points that an outgoing message on an answering machine/voicemail should contain.

• List at least 2 essential points that should be dictated when leaving a message on an answering machine/voicemail.

• Explain the difference between telemarketing numbers and telephone enquiry numbers and how they benefit companies and customers.

• Importance of Social Media as a medium for telecommunications explored.

 

1. Source information from the internet, reservation systems, postal services, call and or courier logs and messaging service.

• Explore sources of information from the use of the internet.

• Review three hotels in [Westmeath] and check price and availability of a double ensuite room for a Monday nigt.

• Choose one of these hotels and prepare a fax or email as a provisional booking request.

• Extract information from manual and electronic sources.

 

1. Explain a range of telephone communications terms.

• Outline procedure for dealing with incoming calls using a switchboard.

• Explain five features of a switchboard.

 

1. Outline aspects of safety and health at work legislation pertaining to working within a reception context including security and emergency procedure requirements.

• Aspects of safety and health at work legislation in a Reception area explored.

• Outline the importance of good housekeeping with regard to a reception area.

 

1. Identify the process for the flow of information to and from an organization and sources of reference or information within an organization.

• Explore the significance of information flow within an organization.

 

Plan a reception layout and describe office equipment in the reception area.

• Explain the difference between the following reception/front office designs: open-plan, landscaped and corridor-style receptions.

• Describe in some detail at least four factors to consider when planning a change to an office layout.

• Describe and draw the layout of your reception area or a typical reception area you know.

Apply a range of communication skills including personal, interpersonal and technological proficiencies using effective tone, pitch, use of voice and body language.

• Application of a range of communication skills clearly demonstrated

• Correct procedure for making and answering telephone calls.

Operate a range of equipment in the reception area to include a telecommunications system, an intercom, pager, a computerized data entry system, electronic diary, photocopier, scanner, fax machine and postal automation equipment.

• Operation of some of the above, clearly demonstrated.

• Explain the relative advantages and disadvantages of at least five pieces of equipment for organizing and transmitting information that you would use in a reception/front office area.

 Produce reception material to include notices, inventory of equipment, stock requisitions, petty cash system, diary, post log, visitors log and telephone messages.

• Effective communication and customer service skills clearly demonstrated through the compilation of reception material to include some of the above.

 Respond quickly in a pressurized reception related circumstances requiring fast and efficient comeback.

1. Display a professional approach to receiving visitors, use effective customer service skills, upkeep of visitor’s log book, use initiative around unexpected visitors and maintain composure when dealing with complaints.

• Demonstrate the procedure for dealing with expected and unexpected visitors to a reception area.

• Outline the importance of excellent customer service.

• Describe the procedures required for dealing with complaints.

 Present a range of documents including order form, invoices and processing travel expenses.

• Produce a range of reception/front office documents for best practice.

• Explain the procedures for handling various methods of payment.

• Sort and file a range of business documents.

• Complete invoices, deduct percentage discount, calculate VAT and issue a receipt.

 Apply a range of general administrative skills within the reception and or front office context, to include filing, booking and preparing for board meetings, or conferences, organizing visitors waiting area, arranging appointments, preparing an itinerary, making reservations, providing information to visitors, ordering stationery, dealing with incoming and outgoing postal dispatches and courier services.

• Prepare an itinerary for an executive, detailing the date, departure times, connection times for other transport, return department time and any other appropriate information.

• Outline the best means of transport for the trip.

• Use and list appropriate references to source this information.

• Prepare a Notice of a Meeting, Agenda and Minutes of a Meeting.