When you enter an office, you’ll likely be greeted by a receptionist.
But these professionals do more than just greeting people.
Receptionists typically serve as the first point of contact. They provide service by supporting customers throughout their visits.
Receptionists are among the key staff that help make businesses more efficient.
Do you want to be a professional receptionist, or are you considering hiring one for your business?
Either way, this article will help you know what receptionists do and how they can help boost businesses.
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What is a receptionist, and what they do
Receptionists are professionals in charge of receiving and welcoming people. This can be staff, employees, guests, clients or customers.
They have a wide range of responsibilities. This depends on the type of business and industry they are in.
Here are their key duties:
Greeting visitors and clients
Receptionists are usually at the front desk. They greet clients and visitors warmly.
Receptionists guide guests with their concerns and provide them with the information they need. As the first point of contact, they help create a welcoming atmosphere.
Handling phone calls and appointments
Receptionists answer incoming phone calls. They can route calls to different departments as needed. They can also take messages, and forward them to the right person.
Along with answering calls, they also schedule appointments. They help coordinate meetings or even travel arrangements.
Customer service responsibilities
In many businesses, receptionists serve as customer service representatives. They answer inquiries and handle customer complaints. This can be in person, via phone, or by email.
They are knowledgeable about the business, given among their duties is to provide customers with the information they need.
Clerical and administrative task
Receptionists do administrative tasks. This includes word processing and documentation. Data entry and record keeping are also part of their job.
Also, they can assist with basic payment processing and billing.
In healthcare settings, medical receptionists also handle sensitive information in compliance to privacy laws.
Office equipment and resource management
In some office set-ups, receptionist responsibilities also include managing office supplies. They manage the inventory and assist staff in need of materials or resources.
Receptionists also take care of ordering the supplies. Along with this, they manage office expenses.
Maintaining the reception area
Receptionists manage the front desk and waiting area. They make sure it is clean and organized all the time.
Receptionists make sure these areas are presentable so visitors can feel comfortable and can have a good experience.
Receptionist skills and qualifications
With their broad range of duties, receptionists also need good technical and soft skills.
Here are some of the skills and qualifications that make a professional receptionist:
Technical Skills
Computer proficiency
Word processing and data entry
Phone system management
Email and other communication tools
Knowledge of office equipment
Business-specific software
Businesses across industries may use different kinds of software, depending on their needs.
Some software receptionists must be familiar with include:
Appointment scheduling
Customer relationship management (CRM)
Patient data management
Security and visitor management systems
Accounting and invoicing
Soft skills
Verbal communication – Receptionists speak professionally with clients and visitors. They answer questions clearly and provide the right directions and information.
Written communication – A big part of a receptionist’s responsibility is to document visits and send out emails as needed. They write professionally and practice proper email etiquette.
Listening skills – Attentiveness helps receptionists understand the needs of their visitors better. This is also an important skill, especially for taking calls.
Customer service skills – Receptionists serve as the face of the business. They are warm, friendly and approachable. They also handle difficult situations professionally.
Ability to manage multiple tasks – Receptionists manage different tasks. Sometimes, they have to do multiple things at once. This calls for high levels of organization and time management skills.
Attention to detail – Even with the many tasks they do, receptionists maintain a high level of attention to detail. They make sure they take and give the right information to clients and customers.
Training and Certifications
So, how does one become a receptionist?
In most cases, employers only require at least a high school diploma to offer the receptionist role.
But here are some essential training you can consider if you wish to build a career as a professional receptionist:
Certification for administrative professionals
Certification or diploma in frontline management
Certification or diploma in customer engagement
Professional receptionist training courses
Microsoft Office Specialist certification
National Receptionist Association Certification
These training and courses are available at different universities and on digital learning platforms. Most of these may require fees, but there are also free courses you can take.
If you are looking into becoming a receptionist within a specific industry, take training courses and get certified within that field.
For example, for medical receptionists, being a Certified Medical Receptionist (CMR) is ideal. American Medical Certification Association (AMCA) issues this certificate.
Being a Certified Guest Service Professional (CGSP) is good for receptionists in the hotel and restaurant industry. This requires completing the Guest Service Gold training program through the American Hotel & Lodging Educational Institute.
Other industries also have specific receptionist training programs and certifications.
Receptionists across industries
Hotel receptionists – They greet customers and manage reservations. They monitor people checking in and out of the hotel. They also attend to customers’ concerns.
Medical receptionist – Handles clerical tasks for clinics and hospitals. They manage patient records and also assist in billing.
Front desk receptionist for businesses or offices – These professionals age employees, visitors and clients coming to the office. They also handle incoming mail, phone calls.
Virtual receptionists – They are similar to receptionists, but do their job fully virtually. They do this via software solutions. They can serve in different businesses and industries as well, including healthcare.
How receptionists impact businesses
Receptionists can do so much for a business. A study showed that they influence customer experience. Even more, they help in keeping offices running smoothly.
The benefits of having a receptionist include:
Improve communication
With a key person to facilitate communication, businesses can avoid confusion in many ways. Receptionists help ensure that the right message reaches the right person.
They help people communicate and understand matters better. Through proper file management and scheduling, they also support effective communication.
Enhance productivity
Receptionists help manage the flow of people. These professionals get to know the purpose of each visit or call. They help prioritize tasks and provide initial advice.
They also deliver administrative support, helping make workflows more efficient. This saves time for everyone, helping other staff to focus on other tasks and be more productive.
Ensure good customer experience
With a dedicated person as a point of contact, customers feel more welcome. Receptionists help make a good first impression by providing the information they need right away. They also offer guidance throughout the customer or client’s visits.
With the help of receptionists, businesses can deliver immediate and high-quality service to their customers.
Promote efficiency
Receptionists take care of admin tasks. They help in managing schedules and files. With this, they help other staff members to focus on more important business matters.
They provide essential support, helping ensure that the office operates efficiently.
Receptionists add value to businesses and more
Receptionists’ role has a broad range. From greeting visitors to managing office guest experience and handling documents and files, they provide essential assistance for businesses.
Receptionists also bridge gaps between stakeholders. This may be employees, staff, customers, visitors and the likes.
Their service helps businesses in many ways. They help save time and costs by bringing in efficiency and fostering better communications.
Ultimately, they contribute to growing businesses, no matter what size.
