What makes a good reception area?

Waiting area Informal Meeting Area

Receptionist

Security Camera Entry

phone system

Switchboard, fax & PC

Magazines etc

Refreshments

Photographs

Plants

Comfy Chairs

Clearly visible on entering the building

Clearly signposted

All visitors should report to Reception

On 1st Floor

Close to reception so visitors do not feel forgotten

Plants can improve the appearance of this area

Pictures can also improve this area

Type of seats

Number of seats

Arrangement of seats eg rows, informal layout

Thought should be given to:

Magazines, brochures, newspaper etc

Display of products or services

Organisation reports

Must be close to reception area

Vending machines

Water dispenser

Telephone/switchboard

Telephone answering machine

PC/Computer

Fax

Public telephone

Security camera(s) and monitors

ID Badges - for staff and visitors

Entry-phone

Swipecards

Keypads

Well groomed

Polite

Helpful

Calm/patient

Tactful

Well-organised

Well-informed

Deal with visitors

Hand out security passes

Maintain and check Appointments Book

Looking after Reception Register

Looking after/checking Staff In/Out Book

Maintaining an Electronic Diary

Passing on messages to staff

Operating the switchboard

Visitor arrives

Ask visitor’s name and take his/her business card

Check the appointments book

Ask visitor to sign the Visitors’ Book

Issue visitor with a security pass

Contact the member of staff the visitor wishes to see

If delayed, ask the visitor to take a seat/refreshment

If available, direct to the appropriate member of staff/office

Visitors with Appointments

Visitor Arrives

Ask Visitors name and take their business card

Check the Appointments Diary

Get the Visitor to sign the Reception Register

Issue Security pass

Contact the member of staff to be seen

If delayed, ask the visitor to take a seat, offer refreshments

If available, direct visitor to the appropriate member of staff/office

Visitor arrivesAsk visitor’s name and take his/her business cardAsk for the name of the member of staff they wish to seeAsk the visitor to sign the Visitors’ BookContact the member of staff the visitor wishes to see

To arrange another appointment If another member of staff could help

If unavailable ask them:

Issue a visitor security pass Direct to the appropriate member of staff/office

If available:

Visitors without Appointments

Visitor Arrives

Ask Visitors name and take their business card

Ask for the name of the member of staff they wish to

see

Get the Visitor to sign the Reception Register

Contact the member of staff to be seen

If available, issue security pass

Direct to appropriate member of staff/office

If unavailable, ask them:To make an appointment

ORIf another member of staff can help

Visitor Leaves

Visitors should first report to reception

Security/ID badges to be worn by staff and visitors

Swipecards to gain entry to the building

Keypads/Combination Locks/Entry-phone systems are used to gain entry

CCTV installed throughout the building

Security Patrols to monitor the buildings and grounds