Post on 02-Nov-2014
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Unit 2C
Reception Services
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Aims of Lesson 1
1. Introduction to Unit 2C Reception Services
2. Importance of the receptionist
3. Duties and qualities of a receptionist
4. Continue with questions from Class Activities booklet
5. Kym, Nicole finish off Unit 2B test
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The Receptionist
The receptionist is often the first person that a potential customer meets in an organisation
It is extremely important that the receptionist creates a good first impression
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Qualities and Duties Qualities = the good things
about your character that make you an asset to the company
Kind Patient Helpful Polite Punctual = on time Tactful = you use common
sense Hard working Presentable
Duties = the tasks you carry out as part of your job
Answer phone Welcome and refer visitors Make phone calls to customers Get tea/coffee Book appointments Handle mail Get staff to sign in/out book Get visitors to sign book and
issue pass
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Aims of Lesson 2
Last Lesson• Introduction to Unit
2C Reception Services
• Importance of the receptionist
• Duties and qualities of a receptionist
Today’s Lesson
1. To discuss how visitors should be received by the receptionist
Role play
2. Discuss what should be in a reception area
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Items in a Reception Area??
1. Front desk – with receptionist
2. Sitting area
3. Coffee/vending machine
4. Information booklets
5. Toilets
6. CCTV
7. Organisation chart
8. Awards and certificates
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Aims of Lesson 3
Last Lesson1. Introduction to Unit 2C
Reception Services2. Importance of the
receptionist3. Duties and qualities of a
receptionist4. To discuss how visitors
should be received by the receptionist
Role play5. Discuss what should be in
a reception area
Today’s Lesson1. What security procedures
should the organisation follow?
2. How should you deal with security problems?
3. Complete Unit 2C questions on forum
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Security Measures??
Alarm Identification badges CCTV Keypad locks Security guard Visitor book Swipecard system Finger print scanner
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Dealing with Security Problems? Suspicious parcel left at reception?
1. Don’t open!!!
2. Check with employee to see if its for them
3. Contact police Aggressive visitor?
1. Try and stay calm
2. Keep visitor calm
3. Give them warning
4. Contact supervisor Unauthorised person gaining access to premises?
1. Contact security personnel
2. Fit security lock in the future Abandoned car in park
1. Call security or police to remove it
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Aims of Lesson 4Last Lesson1. Introduction to Unit 2C
Reception Services2. Importance of the
receptionist3. Duties and qualities of a
receptionist4. To discuss how visitors
should be received by the receptionist
Role play5. Discuss what should be in a
reception area6. What security procedures
should the organisation follow?
7. How should you deal with security problems?
Today’s Lesson1. Records Kept at Reception2. Equipment Used at
Reception
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Records Kept at Reception
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Equipment at Reception
Pager Electronic device used to contact
employees during an emergency
Electronic Diary A computer program where users
can input, amend and store appointments