As the Front Desk Personnel of any organization, your duties go way beyond just occupying the front seat and welcoming clients with a broad smile. The entire image of the organization entirely depends on you and the impression you exhume; that is why you must never be found wanting.
Whenever a visitor walks in for the first time, you have just one chance to create and retain a first impression. Therefore, it is essential to develop and nail the right image, and you do not do it with just a broad smile—that is inclusive, though, but there are other boxes to be ticked if you care about your job and the image of the company.
Visitors should get a sense of your company’s goals and personality through their interactions with the front desk and receptionist. That first impression should prepare the way well for subsequent talks and job interviews; this is why you have no right to make a mistake.
The good news is that you can get it right! Yes, you can!
HOWEVER, TO BE A SUCCESSFUL MODERN-DAY FRONT DESK PERSON, YOU MUST POSSESS OR DEVELOP THESE QUALITIES.
- Strong technological abilities.
Receptionists are frequently responsible for various administrative activities, including greeting guests and taking phone calls, as well as organizing appointments for clients and customers. These administrative activities often necessitate the usage of many pieces of hardware and software. As a result, many receptionists are already required to be knowledgeable with phone systems, printers, copiers, and MS Word and Excel.
On the other hand, knowing industry-specific software may be a huge help. Knowing how to utilize a visitor management system to ease the process of checking in guests, or having experience with apps like Calendly or Google Calendar to organize meetings for important staff members, for example, might be quite beneficial. While it’s difficult to forecast which technologies and tools will be required in the future, receptionists must be versatile and capable of learning new software programs rapidly. In addition, it’s critical to exhibit a desire to learn new things and explore new technologies if you or your team members require strong technological expertise.
- Emotional Intelligence and Great Soft Skills.
As the organization’s gatekeeper, you and other customer-facing employees must possess exceptional soft skills and emotional intelligence. Consumers and visitors in today’s world may be difficult to deal with, and one bad customer complaint can dramatically harm your business. In fact, after one terrible customer service encounter, many customers may shun a firm for two years.
While hard skills are generally prioritized above soft skills, customer-facing employees must be empathic, courteous yet firm, prompt, and have critical relationship-building abilities. Receptionists will not only interact with guests but also with other members of the staff and contractors.
Receptionists continuously engage with visitors, callers, and workers checking in and out of the facility. They’re also in charge of dealing with basic customer service concerns and responding to online email enquiries.
It’s not simple juggling customer service and administrative work, especially when you’re continuously interrupted. As a result, strong communication skills are becoming increasingly crucial for receptionists. Receptionists should learn how to be good listeners, participate in active listening, deliver clear and straightforward information, and be empathic and courteous to people in order to absorb information quickly and properly. You should also have strong writing and editing abilities to create and proofread professional emails.
- Exceptional time management abilities.
Receptionists, as previously said, must fulfil several responsibilities in a single day. Trying to balance all of these obligations while being continually interrupted may be detrimental to productivity. Therefore, it’s good to invest in time management skills if you and your team members feel like you’re not getting enough done in a day.
You can arrange your job efficiently to achieve goals if you have solid time management abilities. Setting short and long-term Clear objectives is a beautiful place to start. You may also concentrate on better organizing your calendar and prioritizing your time. If you’re still having trouble completing all of the duties, consider delegating (where appropriate) and scheduling your work ahead of time. It would be best to avoid multitasking because it reduces efficiency by 40%. To better manage your time, we recommend using software tools like a time tracker or other SaaS products that may help you stay organized.
- Independent approach to work.
Because receptionists are frequently separated from the main office, they must be self-sufficient. Having a receptionist team can help with morale and productivity. Suppose you’re the sole receptionist at your company’s front desk, however. In that case, you’ll need to show initiative and be prepared to deliver your task even if your manager or supervisor isn’t around.
Receptionists are frequently tasked with not simply administrative responsibilities and greeting guests but also with working on special projects or providing support to specific CEOs. As a result, the receptionist must modify the original job description to accommodate the additional requirements in these situations. While every company is different, receptionists who can think on their feet, solve problems quickly, have a positive attitude and are ready to learn to tend to do effectively regardless of the evolving global economy.
Modern-day receptionists are key to the success of any business. They provide the initial impression for visitors entering an organization, which may significantly influence how customers perceive the company. They also frequently give crucial administrative assistance and can assist with unique initiatives. While your smile at the front desk is admirable, there is much more to being a successful modern-day front desk employee, and our comprehensive Front Desk program covers it all.