Documente Academic
Documente Profesional
Documente Cultură
As you go through this element, you need to ensure that you acquire the necessary skills,
knowledge and attitude to receive and assist visitors. Your learning facilitator will assist you
through the different activities, so on completion you will be able to:
Tip: If you know the visitors name, use it in acknowledging his /her presence or as soon as it
is known (this may be his/ her first visit) start using it as this creates a friendlier atmosphere!!
Always remember first impression last.
Ascertaining the purpose of visit
Knowing the purpose of the visit is very useful in helping you with directing your visitor. In
many organizations, it is important mainly for security purposes. However, such information can
help you in making decisions quickly as to how you will deal with a particular visitor and to
whom you will direct him /her.
You should be very tactful on trying to obtain such information from the visitor.
You should try to avoid blunt questions such as What do you want? Instead, you could
say, Could you please tell me what company you are from and the purpose of your
visit?
Tips! You should also keep an appointment book for visitors who opt for a meeting later.
It is important that the receptionist / secretary maintain a staff log book. This way, he/she will be
able to keep track of workers who are to seen by visitors and can advise them appropriately when
they arrive or their appointments.
If it is your companys policy, security clearance should be given for entry to certain areas of
your firm. If entry permits/visitors badges are used, you should ensure that you issue then to the
visitor.
Directing or escorting visitors
Here are some important points to note when directing or escorting a visitor:
Ascertain whether the person to be seen is available
Give clear direction to the visitor
Introduce the visitor first
Maintain eye contact when making introductions
Keep the visitor informed if there is a delay and apologize for the inconvenience
Never leave your desk unattended while escorting a visitor
If you escort a visitor to a staff member, then it will be your responsibility to introduce the two if
they not met before. Here are a few guidelines to proper introduction of a visitor:
Make sure you have the correct pronunciation of the visitors name
Speak clearly, ensuring the correct grammar, when making the introductions
TIP! Exceptional hospitality includes minimizing the waiting time for the visitor. Before
sending someone to an office, ascertain whether the person that the visitor wishes to see is
available.
It is important that you are able to deal with non-routine and emergency demands. To a
receptionist, experience in first aid and other emergency related skills is an asset. For example,
you need to understand clearly how to make emergency call and use fire extinguishers, as you
could be the one to save someones life in your own reception area. From time to time visitors
might face you with other non-routines. You should be very tactful in dealing with these
situations; ultimate goal of any organization is to please its customers.
Non-routine/emergency demands may also include dealing with difficult and irate persons, as
well as person who pose a security risk. Remain calm, tolerant and open minded about the
situation. Allow the person to finish his/her viewpoint the suggest alternative solutions to the
problem. If the person continues to be rude or boisterous then measures should be taken. You
should the security or the police if someone poses a security risk.
In addition, you need to remember the following:
differentiating them from visitors to the firm. Other, for the same reason, allow for the
wearing of visitors badges.
It will be easier for you to identify your regular visitors. You will be able to call them by their
names and, because of the existing relationship, establishing their requirements will also be
easier. However, your company will get new visitors on a daily basis and it is important that
you are able to identify them and establish their requirements. Here are some techniques to
help you do this effectively:
- If the visitor does not state his name as he arrives, you should ask him politely
- If he/she is an overseas visitor, you will be required to check his passport and other
documents, as is necessary, to the nature and policy of your organization.
- Accept the visitors business card, which will supply or support other vital information.
- Establish the visitors requirements and treat according to your organizations policy.
A
ct
iv
it
y:
want is to greet a visitor inappropriately and turn him/her away from your company or have him/
her form a negative impression of you. Remember this for your telephone customers and the
visitor whom you meet in person.
TIP! Good communication is the backbone of any successful business