UPbook

Front desk etiquette is an important skill that receptionists should learn and practice. This includes not only face to face conversations but also over the phone. Here are important tips about how to answer telephone calls as a receptionist : l   Don’t let the caller wait, answer phone calls quickly. Most experts recommend answering the phone after the second or third ring. l   By not letting the caller wait, it would give them the impression that you value their time. l   Letting the phone ring endlessly won’t speak well of the business. l   In the event that a receptionist still has a client, the caller can be put on hold, but don’t forget that the person on hold is waiting. l   Any concern should be addressed as quickly as possible or you can transfer the call to another person or department who can. l   Smile when answering the phone. The caller may not see you smiling but he knows that you are. l   Don’t eat or chew gum while you are answering the phone.

Receptionists do more than greet people. They have a long list of responsibilities that they often juggle on a daily basis. Many companies have a receptionist training manua l to orient newly-hired receptionists and give them an over-all picture of what is expected of them. Here are some tips that receptionists will find handy as they perform their tasks of keeping the front desk running smoothly. l       Always maintain a positive attitude. Being courteous and nice attracts people and make them more comfortable and gives a positive impression of the business. l     Have a checklist that will include all information that you need immediately such as important phone numbers. You can create a spreadsheet for this purpose. l       Use a standard greeting when answering the phone, and don’t forget to say your name. Be sure to ask for the caller’s name and pronounce it correctly. When directing calls, do it politely. When putting callers on hold, don’t let them wait for too

Face-to-face interactions with guests are the most important part of a hotel receptionist. While there are no major problems concerning most guests, there will always be a few who makes a talent of testing the limits of a person’s patience. Some guests may be anxious, angry, disgruntled, or aggravated and won’t hesitate to voice out their thoughts and their complaints. Thus, one of the qualities of a good receptionist in a hotel is the ability to deal with all persons appropriately under all situations. A receptionist should try to calm down an irate guest with phrases such as “ I’m sorry for the inconvenience this has brought you but let me see if there is something that I can do to fix this”.  But a receptionist should be trained never to make false promises. Showing some emotion can certainly go a long way in helping an angry guest calm down.