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S3 Administration
Working Environment:Reception Services& Electronic Diary
Miss Dunlop
Lesson Starter
You have been given a diagram of anorganisations reception can you identify all or as many of the points on the diagram using the correct terminology.
Miss Dunlop
Starter – Solution
A) reception area located near the main entranceB) large reception area with visitors’ recordsC) computer , fax machine, telephone answering machine and
switchboardD) waiting areaE) toilet facilities F) disabled accessG) nice decor (tables, plants, good lightning, pictures)H) receptionist in smart work wearI) reading material J) refreshments (drinks) are availableK) organisation chart L) CCTV M)photographs of key personnel N) awards and certificated given to organisation
Miss Dunlop
The Receptionist
Why is the way in which visitors are dealt with important to the wellbeing of an
organisation?
The reception is your ‘shop window’ the receptionist is the first person a visitor or potential customer will come across. First impressions count.
The way the visitors are dealt with and the layout of the reception area give the impression of the overall efficiency of the organisation.
Miss Dunlop
The Reception Area
The reception area is always situated close to the entrance entrance to the workplace
It should be brightbright and welcomingwelcoming and contain the following: Reception desk staffed by a Receptionist Waiting area close to the reception desk Seating area for customers who have to wait Reading materials Tea/coffee making facilities Organisation chart Security features
Miss Dunlop
What are the qualities & duties of a receptionist?
Qualities
knowledge of the organisation e.g. layout, activities, key personnel.
good communication skills tidy and well groomed polite calm tactful discreet
Duties
welcomes visitors operates the switchboard take and passes on messages directs visitors to the
appropriate area Ensures visitors sign the
Visitor’s Book signs for mail and packages Keeps reception area tidy Contacts staff to tell them they
have a visitor Faxing and word processing
Miss Dunlop
Why Is Reception Important?Reception is important because
it provides: An identified area within the
organisation for visitors to report to A means of welcoming, checking and
directing visitors to an organisation An initial security check on all
visitors to the organisation
Miss Dunlop
Type of Visitors to Reception
Visitors without Appointments
People enquiringabout jobs
Customers with complaints
Sales Representatives
Miss Dunlop
Type of Visitors to Reception
Regular CallersPost person/courier
Services(Window cleaner, technicians)
Miss Dunlop
TASK 1 – Greeting a Visitor
GROUP TASK
In your groups decide the order which a
receptionist would greet a visitor into their
organisation. Place the yellow cards in the correct sequence. Compare answers with solution.
Miss Dunlop
Greeting Visitors’ TASK 1 (SOL)
Greet Visitor
Ask for their name and their organisation
Ask the visitor who they would like to see
Ask if an appointment has been made
•Check appointment book
•Issue visitor with ID
•Ensure all visitor information is entered in the Visitors’ Book
•Phone required person to announce visitor's arrival
•Offer refreshments if visitor has to wait
•Direct person to required person’s office
WITHOUT APPOINTMENT
WITH APPOINTMENT
•Try to contact the person the visitor wishes to see and see if they are available
•IF the person will seen them: Issue visitor with ID, ask them to sign the Visitors’ Book and direct them to where they are going.
•IF the cannot be seen then: ask if someone else can assist, suggest they make an appointment and then ask them to complete the Visitors’ Book.
Miss Dunlop
Electronic Diary (e-diary)
WHAT is an e-diary? A computer application which allows us to check and
store our appointments.
WHY use an e-diary? Several peoples diaries can be checked to find
suitable times for people to meet. Regular appointments need only be entered once –
the package will then create them automatically. The receptionist may use an e-diary to confirm
visitors’ appointments. There is an address book to store information.
Miss Dunlop
Example of an e-diary
Miss Dunlop
It Is Used by Businesses To:
Check, enter and store information relating to future appointments
Store names, addresses, e-mail and phone numbers in the address book
Inform staff of important dates e.g. avoid duplication of appointments
Provide a valuable tool for members of staff, e.g. a receptionist may keep a central record of visitors appointments
Miss Dunlop
Task 2 – e-diary exercise
Create your own e-diary using outlook. Click on outlook (e-mail) icon Click on calendar 1. Enter you timetable for our classes today
– including times and location.2. Input any activity you are doing tonight.
3. Use your diary to plan your weekend. Use the times and location.
4. View in weekly format.5. Ask me to check your finished work.
Miss Dunlop
School Day Times
Registration 08.55 – 09.05 Period 1 09.05 – 10.00 Period 2 10.00 – 10.55 Interval 10.55 – 11.10 Period 3 11.10 – 12.00 Period 4 12.00 – 12.55 Lunch 12.55 – 13.45 Period 5 13.45 – 14.35 Period 6 14.35 – 15.30
Miss Dunlop
Benefits
More efficient than a manual system as entries can be edited easily
Avoids double bookingRepeat appointments only need
to be entered onceThe receptionist can make
changes to staff members diaries from their computer terminal
Miss Dunlop
Benefits
Space provided for a “To do List”The electronic diaries of several
people can be searched to find a suitable date and time for all to meet
Notes and reminders can be used to assist the receptionist in her duties
Miss Dunlop
Drawbacks
Problems when using an electronic diary may include:
Equipment failureInformation must be constantly
up-datedWrong information may be
communicatedUsers may not check Outlook
regularly enough
Miss Dunlop
Next Lesson
In the next lesson we will learn: The records kept by the receptionist security procedures in an organisation
Miss Dunlop
Homework
Homework Sheet to be completed by Friday 29/01/10.
Additional copies can be printed from from my blog www.missdunlop.blogspot.com
For additional help and another look at the slides from today also visit my blog!!
Miss Dunlop
Security Measures
Ensuring all visitors report to reception first Issuing security/visitor badges Maintaining controlled entry through
the use of swipe cards, keypads and entry-phone systems
CCTV installed throughout the building
Security patrols/guard dogsThese measures will help to These measures will help to ensure the safetyensure the safety of its staff, of its staff, visitors, equipment and visitors, equipment and informationinformation
Miss Dunlop
Security Problems
One of the most common security problems an organisation will face is unauthorisedunauthorised access
If a member of staff has reported an unauthorised visitor, the receptionist should: Approach the person and ask them the
reason for their visit Contact security Record in an incident book