Reception and Frontline Office Skills - 5N1407
Description

The aim of this module is to equip the Learner with the relevant knowledge, skill and competence to communicate verbally and non-verbally in standard everyday tasks and in work-related tasks, operating independently while under general direction, and to carry out tasks effectively as a Frontline Representative in a Reception/Front Office environment within a company/organization.


QQI Credits: 15

What will I learn?

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.

  • Classroom-based, face-to-face 'Live Tutor instruction/in a classroom/and online class environment.

  • Workplace learning.

  • Blended learning (hybrid model where a portion of learning is classroom-based and a portion of which is online learning.   

  • Tutor support available between classes (online, face-to-face, or by telephone).

Entry requirements

QQI Level 4 Certificate, or equivalent life/work experience.  A copy of your current Curriculum Vitae or certificate.  It is expected that you will have a range of learning styles, strengths and needs related to the programme and have the capacity to take responsibility for your own learning within the managed classroom and online environment, provided by Lir Business Services & Training Centre.


Learners must reside in Ireland.  This course is delivered through English.  A competency test may be carried out for English language and literacy and/or computer skills to ensure that you have the skills necessary to complete the programme.


The following English language proficiency tests and results are acceptable :

IELTS Indicator Test The minimum score is 6 unless otherwise stated.

TOEFL iBT Special Home Edition The minimum score is 92 unless otherwise stated.

Duolingo English Test The minimum score required is 95 unless stated otherwise.

Exam English If you are unsure of your current level, you can take a free test on sites such as this one. 


If you are unsure contact Lir Reception (044) 9342754 to speak to a qualified person who will be able to assist you.


IT/Computer Skills: sufficient working knowlege of computers.  Learner must have access to a PC, laptop or mobile device with internet access, Windows 8 or later or a Mac with OSX 10.5 or later, a browser with the latest version of Microsoft Edge, Chrome, Firefox or Safari, Adobe Reader to view PDFs.  Your device must have a working camera and audio. PC must be capable of playing video and audio files. We provide you with access to Microsoft 365 Office applications (Word, Excel, Powerpoint, Outlook, Teams).


Blended Learning: Learners must be self-motivated and be able to take responsibility for their own self-directed learning, outside the 'Live' Tutor online classes as they complete their blended learning course.


Reasonable Accommodation: Learners with a disability, medical condition or learning difficulty: In line with the Equal Status Acts 2000 to 2015 - Lir provides reasonable accommodation to meet the needs of our learners to ensure fairness and equality with others on the course.

Certification and Assessment

Following successful completion, you will receive a QQI Level 5 component certificate in Reception and Frontline Office Skills (5N1407) from QQI.


Quality and Qualifications Ireland (QQI) is the national awarding body for further education and training in Ireland.  Lir Business Services & Training Centre Ltd is registered with QQI, as a Private Training Provider,  to offer programmes leading to QQI  awards on the National Framework off Qualifications in Ireland (N.F.Q.) 


Learner Progression: Learners who successfully complete this module may use the associated credits towards a relevant Major Award.


Assessment: Portfolio/Collection of Work 50% and Skills Demonstration 50%


Grading: Pass 50% - 64%, Merit 65% - 79%, Distinction 80% - 100%

When can I start?

See Lir Course Schedule

Lir Terms and Conditions

Duration

A Blended and Online Course with 'Live' Tutor classes, optional Virtual Office Hours and Tutorials.  2 x Workshops over 5 weeks or 8 x Evening Classes plus self-directed learning with online support.


This Programme comprises of 1 module.  The duration of this module is typically 150 hours.  This is a combination of 50 hours of Directed Learning and 100 hours of Self-directed learning.  The 50 hours of Directed Learning takes place in Classroom Attendance and 'Live' Tutor Online Classes.  Self-directed Learning is learner-led, and it includes self-directed study, through Lir eLearning Hub.  This will entail preparation and reflection time on your part.  There are Virtual Office Hours throughout the week also to give you the opportunity of meeting your Tutor online, if you have any queries.

Progression

Upon successful completion of a Major award, learners can progress to an award on the next level on the NFQ.  Alternatively, the Higher Education Links Scheme (HELS) gives learners the opportunity to use their QQI Level 5/6 Major Award to apply through the CAO for a place in the first year of a higher education programme. In some instances, progression is on the basis of specific Level 5 or 6 Major Awards, Learners should check with the higher education institution prior to commencement. Components (Minor Awards), or achievement of less than 120 credits, will not suffice for progression under the HELS.

Course Fee

€280

Payment Options

Course fee: Phone Lir Reception (044) 934 2754 for a quote.. Payment: 1) in full, or 2) flexi-payments, 3) funding, 4) in-company - separate quote You may qualify for funding by contacting your local Intreo/DSP Office.

22 July 2022, 09:43:28