Office admin

• Reception


  The area where guests first encounter the company, the face of the business
• Hospitality


  Making guests feel welcome and valued during their visit
• Reception and hospitality


  Work together to create a welcoming environment for everyone
• Reception and hospitality play crucial roles in shaping how visitors perceive a company
• The reception area is where guests first encounter the company, so it's like the face of the business
• Hospitality is all about making guests feel welcome and valued during their visit
• Together, reception and hospitality ensure that guests have a positive experience and leave with a good impression
• They must be able to handle difficult situations calmly and professionally.
• Reception or hospitality area


  The first place visitors see, should create a lasting impression of the efficiency and effectiveness of the company and its business
• Reception or hospitality area

  • Maintain good inter-personal relationships between the organization and members of the public
• Reception or hospitality area

  • Tidy and organized
  • Adequate lighting and ventilation
  • Furnished in a manner related to the nature of the business
  • Adequate space to move about and comfortable seating
  • Not have excessive noise and employee traffic
• Furnishings in a modern reception area

  • Work station
  • Tables and chairs
  • Telephone system
  • Computer
  • Lights and air conditioning
  • Magazine, news paper, newsletters
  • Beverage station
• Duties of a receptionist


  • Maintaining the reception register
  • Receiving letters and parcels
  • Sourcing information on the computer
  • Operating office equipment - switchboard
  • Performing records management functions
  • Making, confirming, cancelling and rescheduling appointments
  • Attending to incoming mail
  • Attending to outgoing mail
• Receptionist


  • Polite, respectful and friendly at all times
  • Helpful and tactful when responding to inquiries
  • Speaks clearly, slowly and uses correct grammar and pronunciation
  • Well informed about the organization
• Types of visitors


  • Visitors with no appointments
  • Visitors seeking information
  • Regular callers without appointments
  • Unexpected callers without appointments
• Visitors with appointments


  Visit the firm at mutually agreed dates and time, they visit for meetings, to be interviewed for job vacancies, to obtain information on the organisation and its service, or to conduct other types of business activities
• Regular callers without appointments


  People who call to deliver mail, either by post or by courier, and servicing and cleaning personnel
• Visitors seeking information


  May be enquiring about the organisation and its products, enquiring about job vacancies, wanting to purchase or sell products or discuss business possibilities, or visit to praise or complain about product or services
• Unexpected callers without appointments


  Visitors who want to see a member of staff without having made an appointment
• Information in a reception register

  • Date
  • Visitors company or home address
  • Visitors name
  • Arrival time
  • Seen by
  • Action
  • Departure time
• Information in an appointment book

  • Date
  • Visitor's name and telephone contact
  • Visitors company or home address
  • Appointment time
  • To see the name of the member of staff
• Confirming appointments


  Receptionist calls the person named in the appointment book, giving the name of the organization, to confirm the appointment
• Cancelling an appointment


  Receptionist calls the company or person, gives an apology, and informs them of the cancellation, which can also be done by email
• Systems used in reception and hospitality department

  • Tickler files
  • Diaries
  • Calendars
• Tickler files


  Organized into 12 sections for each month of the year and 31 sections for each day of the month, to store and retrieve time-sensitive documents
• Diaries


  A book in which one keeps a daily record of events and experiences, used for business purposes
• Calendars


  Used to verify the normal working day, assign business calendars, and identify the normal working week and bank holidays