Receptionist

Introduction

Receptionists work in organisations' reception areas, where they welcome clients, customers or other types of visitor. Sitting behind a desk, they greet people as they arrive, and deal with visitors' enquiries. They may have other duties, for example, word processing, making appointments, preparing bills, dealing with payments and handling enquiries made by telephone, fax or email.

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Work Activities

The receptionist's main role is to welcome members of the public as they arrive in the building's reception area.

Their duties vary from one job to another, depending on the type of organisation they work in, for example, an office, hotel, car showroom or leisure facility. They may direct visitors to the person they wish to see, answer queries (face-to-face, on the telephone and perhaps by fax or email) provide information or take messages for staff.

In an office, receptionists may register guests as they arrive, issuing them with a visitor's identification tag. They may show guests to a seat where they can wait until it is time for their appointment or the person they wish to see becomes available. Some receptionists are responsible for providing visitors with refreshments.

In hotels, receptionists register guests, issue keys and direct guests to their rooms. They may provide guests with information about local attractions and areas of interest.

Dental and medical receptionists may book appointments and call out the patient's name when the doctor or dentist is free to see them.

Receptionists may be responsible for keeping the reception area tidy, and perhaps for arranging reading material in a waiting area, or displaying leaflets and health literature in a medical reception.

Apart from greeting and dealing with visitors, receptionists may have a number of other duties including:
• administrative work, such as booking rooms or facilities
• preparing bills, handling payments and book-keeping
• general clerical work including word processing and filing
• operating a computerised switchboard.

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Personal Qualities and Skills

The receptionist is usually the first representative of an organisation that a visitor meets, so should have a smart appearance to create a favourable impression. You should be polite, friendly, efficient and helpful. It is important to have strong communication skills, including clear speech and a professional telephone manner. It helps to have a good memory for names and faces.

You will need good organisational skills, for example, to manage bookings and take messages. You should have an interest in your organisation's work - this will help you to know who works where, so you can pass customers' enquiries to the right person, first time.

Receptionists must be able to remain calm, polite but assertive under pressure - some visitors may be rude, aggressive or impatient to be seen by another member of staff.

You usually will need computing skills including word-processing and the ability to use email and to deal with bookings made over the Internet. Accounting skills and familiarity with spreadsheets are useful for calculating bills and dealing with money. Experience in using office equipment such as faxes, photocopiers and switchboards is an advantage.

The ability to speak a foreign language can be useful, especially for hotel receptionists.

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Pay and Opportunities

Receptionists' salaries vary depending on their employer and responsibilities.

The pay rates given below are approximate.

Receptionists earn in the range of £11,000 - £14,000 a year, rising to £17,000 - £21,500.

Most receptionists work 35-40 hours, Monday to Friday. However, in some organisations, for example hotels, you may need to work shifts, nights and at the weekend.

Full-time and part-time employment opportunities are available in a wide range of organisations throughout the UK.

Reception work is popular and entry is fairly competitive.

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Adult Opportunities

It is now illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits.

Some entrants have a relevant background, for example, in customer services and/or administrative work.

Colleges will usually consider applications from candidates who do not meet their usual entry requirements. You should check the admissions policy of individual colleges.

• 55% of receptionists work part-time.
• 3% have flexible hours.
• 4% of employees work on a temporary basis.

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