Reception Skills

Sales & Administration

Reception Skills (5N1407)

The purpose of this award is to prepare the learner for work in the area of reception, and to enable the learner to carry out all required front line activities necessary for this role. This course will cover a wide range of skills, functions and responsibilities that will allow the learner to operate efficiently and competently in this area.

"Emma helped and supported everybody so nobody was made to feel stupid. Great explanations given to help understanding" - Mary

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Learning Outcomes

Learners will

Examine the skills, functions and responsibilities of a receptionist or front line office representative within an organisation
Outline the products, services, key policies, structures and personnel of an organisation
Explore the range of telecommunications network equipment used within a reception and or front office context, to include, telephone management systems, electronic directories and computer networks
Source information from the internet, reservation systems, postal services, call and or courier logs and messaging service
Explain a range of telephone communications terms
Outline aspects of safety and health at work legislation pertaining to working within a reception context including security and emergency procedure requirements
Identify the process for the flow of information to and from an organisation and sources of reference or information within an organisation
Plan a reception layout and describe office equipment in the reception area
Apply a range of communication skills including personal, interpersonal and technological proficiencies using effective tone, pitch, use of voice and body language
Operate a range of equipment in the reception area to include a telecommunications system, an intercom, pager, a computerised data entry system, electronic diary, photocopier, scanner, fax machine and postal automation equipment
Produce reception material to include notices, inventory of equipment, stock requisitions, petty cash system, diary, post log, visitors log and telephone messages
Respond quickly in pressurized reception related circumstances requiring fast and efficient comeback
Display a professional approach to receiving visitors, use effective customer service skills, upkeep of visitors¿ log book, use initiative around unexpected visitors and maintain composure when dealing with complaints
4 Present a range of documents including order form, invoices and processing travel expenses
Apply a range of general administrative skills within the reception and or front office context, to include filing, booking and preparing for board meetings or conferences, organising visitors¿ waiting area, arranging appointments, preparing an itinerary, making reservations, providing information to visitors, ordering stationery, dealing with incoming and outgoing postal dispatches and courier services.

Sales & Administration