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Description

“Front Desk – Receptionist”

Present to: Company Director Presented by: Human Resource Department

Purpose of Policy and Procedure: Regardless of size or industry, every organization needs to create work related policies in order to help and guide both, the employees and organization.

Policy and Proced ure

Policies communicate an organization’s culture, values, and philosophy. They cover what employees can expect from the organization (employee benefits, vacation leave), what the company expects from employees (code of conduct, confidentiality agreements), and what customers and the community can expect from the organization (customer service).

Policy: Policy is a Vision of any Organization. Procedures: Procedure is to provide a clear and simply understood plan of action required to implement a policy.

Required Policy & Procedure for Front Desk Receptionist: A Front Desk represents the first point of contact with the clients / customers in office. They perform several administrative duties including,



Answering phone calls

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Greeting clients



Maintain and timely update company’s telephone directory

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Assist company director in day-to-day activities

As we are in Property and Real Estate business, we require Policies and procedures for Front Desk Receptionist in order to have consistency in day-to-day operational activities. Policies and procedures also provide clarity to this position when dealing with accountability issues or activities that are of critical importance to the company, such as, dealing with customer or issues that have serious consequences.

Key functions for “Front Desk Receptionist”, Policy Manual:



Job description Job Title Department

Front Desk Receptionist Customer Care Greeting, informing, and directing visitors and employees. Handling all incoming and outgoing mail, calls, emails, and faxes. Scheduling appointments and meetings.

Responsibilities and Duties

Drafting and distributing office memos and correspondence. Filing and organizing paper and electronic documents, such as emails, invoices, reports, and other administrative records. Ensuring reception and other common areas are clean and organized. Must be Graduate, Telephone Skills, Verbal Communication, Listening,

Qualifications and Skills Reports to Date Signature

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Professionalism, Customer Focus, Handles Pressure and Proficient in MS Office Manager Customer Care

Opening/closing procedures

1.

Perform and maintain daily tasks.

2.

General office duties, including, Photocopying, scanning documents, answering phone calls, greeting customers,

3.

Check voicemail and E-mails.

4.

Maintain record of customer’s in & out.

5.

Maintain and update company’s telephone index.

6.

Booking conference room for meetings.

7.

Order food for Board meetings, (If needed).

8.

At the end of the day, lock confidential files in appropriate cabinets, and make sure the computer is properly shut down.

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Dress code Dress code is very important within the workplace, particularly for the receptionist as he/she is the first person a customer sees when they walk in. Receptionists need to maintain the same level of professionalism as the other workers in the workplace.

Attire Includes: 1.

Business casual Dress Pant and Shirts (for men).

2.

Business casual Pant or skirts, Shirts, Coats (for women).

3.

Discrete tops, collared shirts, T-shirts and Jeans (Only Fridays)

4.

Watches and rings

5.

Formal shoes.

6.

Tattoos should be covered

Note: Shorts are not allowed for men and women.

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Hours of operation 1.

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Full time 40 hours per week (Monday – Friday), 9 am – 5:30 pm.

Privacy policy “Every employee within the organization is responsible to follow privacy polices, which are listed below”: 1.

Confidentiality

2.

Discloser of personal information

3.

Usage of Internet

Why Policy & Procedures are important: Polices and procedures play key role within the organization to growing business and, also, enhancing the employees’ ability to deliver. Office procedures set the standard for how staff works together. They create a uniform way of doing things that create consistency, efficiency and professionalism within the office environment. By knowing office procedures employees can focus on daily tasks as a priority.

A receptionist procedure manual is important because receptionists are usually the first person that visitors see when they enter the company. Standardizing a receptionist’s routine tasks ensures consistency in how the customers are treated as well as creating an environment that aligns with corporate and industry standards.

A receptionist juggles many tough responsibilities throughout each day. Providing him/her with a manual ensures that things are done in a professional and organized manner. Understanding his/her duties, and how they affect the dayto-day of the office’s dynamic, will make a receptionist’s work decisions smarter and more effective....