The 10 Commandments of a Great Front Desk Receptionist Delivering an exceptional customer experience often begins and ends with your front desk. And while some of the duties of a receptionist may vary based on the type of business in which the office is located, there are some things that remain constant across all industries. For instance, the receptionist responsibilities of a hotel clerk are different than those of a fitness center, veterinary clinic or salon, but the methods for providing that service are typically the same across the board. Here are 10 “commandments” or principles that outstanding receptionists live by. Make a great first impression. As the first point of contact for most customers, front desk agents must represent their companies with the perfect balance of friendliness and professionalism. A polished appearance and welcoming attitude will help set the stage for a positive customer experience. This is why one of the biggest receptionist responsibilities is greeting callers and visitors with a smile and a willingness to help. Practice good telephone etiquette. One of the most universal receptionist responsibilities is answering incoming calls. It may seem basic, but a bad experience over the phone can cost a company business. The front desk agent should be prepared to answer all calls quickly, cheerfully and professionally. If the company uses a script, the receptionist should adhere to it and calls should be politely placed on hold and warm transferred when necessary. Pay attention. The front desk environment can be chaotic, regardless of industry. With the phone ringing, visitors stopping by, colleagues asking for assistance and all the other receptionist responsibilities the front desk has to juggle, being able to stay focused can be challenging. But when a customer calls or walks in, it’s the front desk agent’s job to provide his or her undivided attention. This makes people feel valued and can contribute to customer retention. Use good body language. It’s not always about what we say. Our body language can also speak volumes, especially at the front desk. Receptionists must take good care not to send mixed or negative non-verbal signals. Smiling sincerely – whether answering the phone or greeting in-person visitors – is a great place to start. Other helpful pointers include sitting or standing without slouching, keeping arms uncrossed and always looking customers in the eye. Maintain a positive demeanor. It can be challenging to stay upbeat all the time, especially when dealing with the inevitable upset or angry customer. But one of the most important receptionist responsibilities is maintaining an outgoing, friendly and calm demeanor, regardless of the circumstances. Not only does this paint the company in a more positive light, but it can also be highly effective in diffusing and/or resolving a tense situation.
Keep your workstation clean. When someone stops by a business for the first time and the front desk is cluttered and disorganized, it sends a negative message about the company as a whole. If the receptionist area is bad, what does the rest of the office look like? A significant part of a receptionist’s job should be keeping their workstation clean and organized. Adding welcoming touches to the waiting area, such as magazines and flowers, and maintaining its orderliness can also help make a good impression on visitors. Stay organized. Beyond the workstation, a good receptionist practices stellar organizational skills. Messages are always carefully and thoroughly recorded, supplies and paperwork are always properly stored so they can easily be found when needed. Calendar management is handled with the utmost attention to detail and a schedule of daily receptionist responsibilities is followed religiously. Be tech-savvy. Regardless of the actual equipment or programs being used, receptionists should be on top of their technology game. Whether it’s managing a multi-line phone system, using a reservation software, booking appointments in a scheduling program or simply using the fax machine, the rest of the office (as well as customers) should be able to count on the front desk to keep things running smoothly. Always be genuine. Whether it’s taking the time to learn the names of regular customers or being forthcoming about an unexpected wait time, great receptionists are genuine in their approach. They are able to place themselves in the shoes of the client and deliver personalized, honest service with each and every interaction. They set expectations but often go above and beyond whenever the opportunity arises. Make a lasting final impression. Just as the front desk agent is often the first brand representative a customer comes into contact with, they are also typically the last. One of the most critical receptionist responsibilities is sending customers off with a strong, positive and lasting final impression. The offer to assist them further and a warm goodbye can go a long way toward getting them to come back again and again. No matter the size, shape or industry a business is in, its front desk plays a pivotal role in customer delight. The ten universal receptionist responsibilities listed above represent what the ideal front desk should look like. Implement them today and watch as your customer satisfaction levels skyrocket.