The case may be made for the record-breaking Sales Manager, the charismatic Young CEO or the inspirational Managing Partner being the most important employee in your organisation. But, in reality, you may not need to look much further than the first person most of your customers will hear on the telephone or meet when visiting your office.... Yes, the Front of House Receptionist.
As Harvey Mackay the American businessman and author of bestselling book, "Swim with the Sharks", notably said, "You only get one chance to make a first impression, and yours may be in the hands of your receptionist."
Even with the huge advancement in technology over recent decades, it remains a key post for a significant number of organisations.
The receptionist will invariably 'dabble in a little of everything' but this should not undermine the 3 key 'Powers' and skills involved in this pivotal role:
1. The Power of the "First Impression"
In business, as in every day life, first impressions are hugely powerful influencers. The greeting, appearance, knowledge, conduct and general willingness to help presented by a receptionist can create a feel good factor, or get your relationship with the organisation off on completely the wrong footing. That in itself can be critical!
The way that your first phone call is answered and dealt with is also key. The ability to be warm, efficient and knowledgeable is important to the caller and can determine whether it is a business you wish to work with or not.
2. The Power of "Organisational Knowledge"
Whilst many employees experiences of an organisation can be related to the team or department in which they are based, the receptionist needs a broad and extensive knowledge of the whole organisation.
Within their role, they will relay news on general matters, absences, events, messages and meetings, between employees and between internal and external contacts, therefore a well-rounded knowledge is vital.
Attention to detail from a receptionist on information is critical in ensuring that the organisation runs smoothly. As, for example, employees will often require their receptionist to be an effective "gatekeeper", who is prepared to prevent persistent and unwelcome sales call from being put through to a stressed executive. But, at the same time as this, the receptionist needs to know the calls that are urgent for the MD to receive, no matter the circumstances.
The receptionist, as the initial point of contact, is critical in a customer's decision-making, so it is important that they are well equipped with accurate and timely information to share.
3. The Power of "Multi-Tasking"
The phrase, multi-tasking, could have been invented for the modern-day F.O.H Receptionist, as the role encompasses a variety of skills.
As well as the multitude of meet and greet scenarios, which in themselves can play out in various unexpected ways, the receptionist is involved in a variety of other tasks.
Planning meeting room diaries, organising lunches and beverages, sorting the post, checking stationery levels, stocking interview areas and meeting rooms, liaising with suppliers and dealing with administrative work overspill can all be part of the receptionist's day. All of these tasks, needing to be performed without impacting the fundamentals of the key role as the business host and that first point of contact.
Our Managing Director, Lucy Walker, explained how:
"Despite the advancement of technology and it's undoubted impact on the efficiency and accuracy of telephone and business machinery, we believe the role of the Front of House Receptionist within the majority of businesses remains as significant, if not more significant, today than it was over thirty years ago when I started the business. They need to be organised, fantastic communicators, the ability to think on their feet, problem solve and know everything that is going on in the business. Consequently it is no surprise that organisations see tremendous value in the Front of House role, and the flexibility and value that employing the right individuals in these roles can offer them."
Can we help? We have placed and filled over 100,000 temp and permanent assignments over the last 30 years so have a range of techniques, ideas and platforms which could help you. Why not call us on 0113 367 2880 to have a conversation with one of our team. Alternatively drop us an email here or check out our Testimonials and Case Studies.
