The reception office is the section or area of an organisation where visitors, callers, and members of the public are first received, welcomed, and attended to. It is usually located near the main entrance of the organisation’s building so that it is easy for visitors to locate.

The reception office serves as the first point of contact between the organisation and the public. The reception office gives visitors their first impression about the organisation. If the reception office is neat, well-arranged, and welcoming, visitors will have a positive impression of the organisation.

A good reception office should be attractive, welcoming, and well-organised. The environment should be calm, clean, and comfortable for visitors while they wait. The following are features of a good reception office:

1. Location: It is located near the main entrance of the organisation.


2. Reception desk: It has a reception desk or counter where the receptionist sits to attend to visitors.


3. Seating: It contains comfortable chairs or sofas for visitors to sit on.


4. Waiting amenities: It has items such as magazines, newspapers, or a television to keep visitors occupied while waiting.


5. Neatness: It is neat, tidy, and properly arranged to create a good impression.


6. Lighting and ventilation: It has good lighting and ventilation.


7. Communication equipment: It contains communication equipment such as telephone, intercom, or computer.


8. Record keeping: It may have a visitor’s book and other documents for recording information.


9. Quiet environment: It should be quiet and free from unnecessary noise or distraction.

A receptionist is the person employed by an organisation to work in the reception office. The receptionist is responsible for welcoming and receiving visitors, answering telephone calls, and directing people to the right persons or departments.

The receptionist is the first person most visitors see when they come to an organisation. Therefore, the receptionist represents the image of the organisation to the public.

The receptionist performs many important roles in an organisation. These include:

1. First impression: The receptionist gives visitors their first impression of the organisation.


2. Link with the public: The receptionist acts as a link between the organisation and the public.


3. Information and direction: The receptionist provides information to visitors and directs them to the right departments or officers.


4. Order and control: The receptionist helps to maintain order by ensuring that visitors wait for their turn to be attended to.


5. Record keeping: The receptionist keeps records of all visitors and telephone calls.


6. Image building: The receptionist helps to promote the good image and reputation of the organisation by being polite and efficient.

A good receptionist must possess both job-related and personal qualities.

(a) Job-Related Qualities

1. Punctuality: The receptionist must resume work on time and be ready to attend to visitors early.


2. Hard work: The receptionist must be diligent and committed to duty.


3. Honesty: The receptionist must be truthful and trustworthy.


4. Neatness: The receptionist must always keep the reception area clean and tidy.


5. Willingness to learn: The receptionist should be ready to accept training and improve skills.

(b) Personal Qualities

1. Friendly personality: A friendly and cheerful personality.


2. Professional appearance: Smart and professional appearance.


3. Communication skills: Ability to speak clearly and listen attentively.


4. Politeness and patience: Politeness and patience when dealing with visitors.


5. Composure: Ability to handle pressure and remain calm in all situations.


6. Organisational knowledge: Good knowledge of the organisation’s departments and staff.


7. Telephone manners: Good telephone manners.

The main duties of a receptionist include the following:

1. Welcoming visitors: Welcoming visitors and making them feel comfortable.


2. Asking purpose: Asking visitors about the purpose of their visit.


3. Directing visitors: Directing visitors to the correct persons or departments.


4. Handling calls: Answering and transferring telephone calls to the appropriate offices.


5. Taking messages: Taking messages for staff members who are not available.


6. Recording details: Recording the names, addresses, and purpose of visit in the visitor’s book.


7. Handling mail: Receiving incoming letters and parcels and sending outgoing mail.


8. Maintaining order: Keeping the reception area clean and organised.


9. Confidentiality: Maintaining confidentiality of information.


10. Professional conduct: Observing proper dress code and professional behaviour.

The way a receptionist receives and treats visitors affects the image of the organisation. Below are the proper steps:

1. Greet politely: Greet the visitor politely with a smile.


2. Offer help: Ask how you may be of help.


3. Identify visitor: Ask for the visitor’s name and the person he or she wants to see.


4. Sign in: Ask the visitor to sign the visitor’s book.


5. Check availability: Confirm whether the person the visitor wants to see is available.


6. Offer seat: Offer the visitor a seat while waiting.


7. Notify officer: Inform the officer that a visitor is waiting to see him or her.


8. If unavailable: If the officer is not available, politely explain and take a message or arrange another appointment.


9. Thank visitor: When the visitor is about to leave, thank him or her for coming and record the departure time in the visitor’s book.


10. Maintain professionalism: Always maintain a polite, calm, and professional attitude.

The receptionist must dress neatly and professionally at all times because appearance contributes to the first impression visitors get.

1. Neat clothes: Clothes must be neat, well-ironed, and appropriate for an office.


2. Clean shoes: Shoes should be clean and polished.


3. Simple jewellery: Jewellery should be simple and moderate.


4. Neat hair: Hair should be neat and well-kept.


5. Avoid flashy: Avoid bright colours and flashy clothing.


6. Appear confident: Always appear cheerful, tidy, and confident.

The receptionist works with several documents that help in performing duties efficiently. These include:

1. Visitor’s Book: Used to record names, addresses, purpose of visit, time of arrival, and time of departure of visitors.


2. Request Form: Used when visitors must fill in information before seeing a staff member or entering a restricted area.


3. Telephone Message Pad: Used to record messages from callers for staff who are unavailable.


4. Telephone Directory: Contains the contact numbers and extensions of different departments and officers.


5. Business Cards: Visitors may present their business cards, or the receptionist may give out the organisation’s business cards.


6. Mail Register: Used to record incoming and outgoing letters and parcels.

---

Summary

The reception office is an important part of every organisation because it is the first point of contact for visitors and callers. A good reception office must be neat, comfortable, and well-organised. The receptionist must be polite, smart, punctual, and hardworking. The duties of a receptionist include welcoming visitors, answering calls, keeping records, and ensuring the smooth running of the reception area. By performing these duties effectively, the receptionist helps to promote a positive image of the organisation.

---

Practice Questions

1. Define a reception office.


2. Mention five features of a good reception office.


3. Who is a receptionist?


4. List five duties of a receptionist.


5. State five personal qualities of a good receptionist.


6. Explain three job-related qualities of a receptionist.


7. Outline five steps a receptionist should follow when receiving visitors.


8. Mention three documents handled by a receptionist and state their uses.


9. Explain three reasons why the receptionist is important to an organisation.


10. Describe the appropriate dress code for a receptionist.