...A receptionist is an employee taking an office/administrative support position. The work is usually performed in a waiting area such as a lobby or front office desk of an organization or business. The title "receptionist" is attributed to the person who is employed by an organization to receive or greet any visitors, patients, or clients and answer telephone calls. Duties The business duties of a receptionist may include answering visitors' enquiries about a company and its products or services, directing visitors to their destinations, sorting and handing out mail, answering incoming calls on multi-line telephones or, earlier in the 20th century, a switchboard, setting appointments, filing, records keeping, keyboarding/data entry and performing a variety of other office tasks, such as faxing or emailing. Some receptionists may also perform bookkeeping or cashiering duties. Some, but not all, offices may expect the receptionist to serve coffee or tea to guests, and to keep the lobby area tidy. A receptionist may also assume some security guard access control functions for an organization by verifying employee identification, issuing visitor passes, and observing and reporting any unusual or suspicious persons or activities. A receptionist is often the first business contact a person will meet at any organization. It is an expectation of most organizations that the receptionist maintains a calm, courteous and professional demeanor at all times, regardless of the visitor's...
Words: 877 - Pages: 4
...of a receptionist: A receptionist is a very important part of any company. In most cases, the receptionist is the first person that the customers see when they come into an office and also the first person that a caller would speak with if contacting the company by phone. In other words, the receptionist is often the first point of contact any incoming customer or caller has with that company. Since the receptionist is in such a highly visible position, it is important that they make a good impression and represent the company in a positive way. She/he is expected to be knowledgeable about the company and is often seen as a source of information for co-workers and customers. If a customer is treated poorly by the receptionist, it is likely that they will have a negative image of that company and may not return. However, when the customer is treated with respect and friendliness, they will have a positive image of the company and will kindly do business with that company in the future. The receptionist is required to act as an ambassador for the company and he/she is responsible for representing the company in a positive manner. If a receptionist presents him/herself in a negative way, the customer will have a negative image of the company as well. Therefore it is important that a receptionist gives attention to his/her appearance, tone of voice, facial expressions, personal hygiene and the way they make eye contact. Traditional duties performed by a receptionist include...
Words: 427 - Pages: 2
...* ACKNOWLEDGEMENTS I would never have been able to finish my research without the guidance of my lecturer, help from friends, and support from my family. I would like to express my deepest gratitude to my lecturer, C. Kamwana, for her excellent guidance, caring, patience, and providing me with an excellent atmosphere for doing research. I would also like to thank my classmates; my research would not have been possible without their help. Acknowledgement Chapter 1 Introduction Chapter 2 Background of Alendo hotel Chapter 3 Activities recommended at the Reception Chapter 4 Reservations Procedures Chapter 5Basic equipment and procedures at the reception Chapter 6 Etiquette of front office personnel Chapter 7 Recommendations Chapter 8 Conclusion references INTRODUCTION The mere mention of the word hotel conjures up exciting images of a busy lobby filled with international dignitaries, celebrities, community leaders, attendees of conventions and large receptions, businesspersons, and family vacationers. The excitement that you feel in a hotel lobby is something you will have forever in your career. Savor it and enjoy it. It is the beginning of understanding the concept of providing hospitality to guests. As you begin to grasp the principles of a well-operated hotel, you will discover the important role the front office plays in keeping this excitement intact. (Don Hellriegel, 1991) The front office is the nerve center of a hotel property. Communication and accounting are two...
Words: 3973 - Pages: 16
...Scenario You work in a junior role for the Bournemouth Computer Repair and Maintenance which has been commissioned by the Ringwood Arms Hotel to provide a report on their computer system and the options available to them. Obviously, the business is coping in the current market but there is always scope for improvement. Part of the improvement can be achieved through the better management and processing of the information both at their fingertips but also external to the hotel CASE STUDY ASSIGNMENT CASE STUDY: THE RINGWOOD ARMS HOTEL Overview The Ringwood Arms is a medium-sized hotel which has 50 bedrooms. It is privately owned and located in the countryside near the town of Bournemouth in the South West of England. The Ringwood Arms has a restaurant and a bar, which are open to non-residents. There are also function and conference facilities which can be booked by individuals and companies. Publicity The hotel's main method of advertising is via the internet and in Town and Country magazine (published monthly). It also places advertisements in the local, weekly, free Advertiser newspaper. It does have an entry in www.thomsonlocal.net. It also has links from tourist board websites, magazines, etc. However, Sally Chester, the owner, is always looking for ways to attract guests to the hotel. Sally’s son, James, runs the reception area and is able to use the guest database to analyse the type of guests, using the lengths of stay, home regions...
Words: 2446 - Pages: 10
...Customer enters the hotel: B: (Good morning/afternoon/evening) (sir/madam), welcome to the (hotel name) may I help you with your luggage? C: Sure thing. Thank you very much. Here it is…However I have to check in first. B: No problem at all. The reception is over here. Please follow me. Reception : Good morning, welcome to Edotel Hotel Denpasar, how may I help you? Guest : Good morning, I would like to stay here. Reception : Do you have any reservation before, Sir? Guest : No, I don’t have. Reception : May I know what type of room do you want to get, for how long time and how many person Sir? Guest : I want to reserve one standard twin bed room for 5 nights, it’s from 3rd February 2011 until 7th February 2011 and that’s for one person. Reception : Wait a moment please Sir, I would like to check the room available that you want on that period. Guest : Yes, please … *** Few second later *** Reception : Thank you for your waiting Sir, you’re very lucky because, one standard twin bed room still available on that period. May I explain to you about room and hotel facilities, Sir? Guest : Yes, please … Reception : The room facilities in our hotel such as private balcony, living room, kitchenette, refrigerator with mini bar, wardrobe, television, Telephone with telephone attention, air conditioner and safety deposit box. Bath room complete with shower, bath tub and wash basin complete hot and cold running water. And the hotel facilities such as restaurant and bar,...
Words: 1219 - Pages: 5
...the phone, is the biggest issue to be addressed. Improving upon waiting time will drastically improve patient dissatisfaction. Problem Area | Occurrences | | Length to wait to see Physician | 13 | | Ease of Getting Appt. | 12 | | Ease of Getting Through on Phone | 10 | | Convenience of Office Hours | 7 | | Courtesy and Helpfulness of Receptionist | 7 | | Friendliness of Receptionist | 5 | | Resposiveness to Phone Calls Related to Care | 5 | | Comfort of Waiting Area | 4 | | How Well Physician Listened | 3 | | Respect Shown By Physician | 2 | | Confidence in Physician's Ability | 1 | | Respect Shown by Nurses/asst. | 0 | | | | | The lengthy wait to see a physician is due to the fact that the doctors are sometimes late getting to the clinic due to surgeries, teaching at a medical school, and unexpected emergences. The ease of getting a convenient appointment is could be inhibited by the doctor’s busy and unpredicted schedules and also the lack of communication between receptionists and secretaries. The difficulty getting through on the phone is caused by a heavy load on the receptionists and the fact that they cannot relay messages to secretaries without adequate phone coverage which also ties into a poor means of communication. Improved Process For Answering Phone Calls Improved Process For Answering Phone Calls Call is not returned Call is not returned Call is returned Call is returned Message is delivered to secretary Message...
Words: 678 - Pages: 3
...ANNAPURNA SUNKARA WEEK 3 ASSIGNMENT Task Statements: Human Resource Receptionist Student Name | Annapurna Sunkara | What action is being performed (verb) | To whom/what is the action directed (receiver of the verb) | How is the action performed (procedure, tools, equipment) | Why is action performed (purpose) | Operate telephone switchboard to answer, screen and forward calls, providing information, taking messages and scheduling appointments | Customers, Clients | Telephone, e-mail | To provide information to clients and schedule appointments | Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations | Clients, Customers | - | To assist clients and customers and to make them satisfied about the establishment | Transmit information or documents to customers, using computer, mail, or facsimile machine | Customers, Clients | Telephone, email, mail, facsimile machine | To co-ordinate the process. | Collect, sort, distribute and prepare mail, messages and courier deliveries | Customers, Clients | Mail, telephone, computer | To co-ordinate the process | Provide information about establishment such as location of departments or offices, employees within the organization, or services provided | Customers, Clients | - | To help clients in getting familiar with the establishment and clarify their queries | File and maintain records | HR manager | Data entry | For future...
Words: 1977 - Pages: 8
...Receptionists & Information Clerks Also called: Receptionist, Administrative Assistant, Office Manager, Secretary What they do: Answer inquiries and provide information to the general public, customers, visitors, and other interested parties regarding activities conducted at establishment and location of departments, offices, and employees within the organization. On the job, you would: •Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments. •Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations. •Transmit information or documents to customers, using computer, mail, or facsimile machine. Knowledge Business •customer service •administrative services Arts and Humanities •English language Engineering and Technology •computers and electronics Skills Basic Skills •talking to others •listening to others, not interrupting, and asking good questions Social •looking for ways to help people •changing what is done based on other people's actions Abilities Verbal •communicate by speaking •listen and understand what people say Attention •pay attention to something without being distracted Personality People interested in this work like activities that include data, detail, and regular routines. They do well at jobs that need: •Dependability ...
Words: 331 - Pages: 2
...ROLE OF TECHNOLOGY IN THE SERVICE COUNTER There are FIVE (5) modes that technology’s contribution to the service encounter that is because of advances in communication and information technology are having a profound effect on ways customers interface with service provide. The modes are as below: a) Technology-free service encounter b) Technology-assisted service encounter c) Technology-facilitated service encounter d) Technology-mediated service encounter e) Technology-generated service encounter (self-service) In relating this model to the hospitality service industry, we choose Sunway Resort Hotel and Spa. This hotel located just 25-minutes from the heart of Kuala Lumpur has 1234 guestrooms, suites, villas and serviced residences. The flagship 5-star Sunway Resort Hotel and Spa offers newly renovated Club and Premier rooms and suites, while The Villas presents 17 luxurious Asian-styled accommodations. Besides the variety of accommodation under one, this amazing “resort-within-a-city” landmark also features the Balinese-inspired Mandara Spa, a fitness centre, a theme park with the largest manmade surf beach, extreme sports and wildlife interactive zoo, an upscale mega shopping and entertainment mall with over 700 specialty stores, a medical centre, educational facilities and a multitude of distinctive business and leisure facilities. Below are the examples on roles of technology in the service encounter based on the example of Sunway Resort Hotel and Spa, Kuala Lumpur: ...
Words: 745 - Pages: 3
...Dawn Marie ------------------------------------------------- dawn.m.santo@gmail.com CAREER OBJECTIVE Experienced Bookkeeper seeking a position as a Junior Accountant that requires strong financial and organizational skills to assist the accounting team and senior management in bank reconciliations, invoice processing, analyze invoices for major vendors, and handle employee expense reports and corporate credit cards. EDUCATION Bachelors of Applied Science in Business Management, May 2013 Concentration: Accounting Associates of Applied Science in Business Management, July 2011 Concentration: Accounting Diploma in Business Technology, June 1995 Mercer County Vocational-Technical School, Ewing, New Jersey GPA: 3.8 * Graduated with Honors, Eastern Division 1st Place Honors in Word Processing. * Worked in the summer of 1994 as an intern in the Vo-Tech office as an Administrative Assistant. SKILLS SUMMARY 1. Proficient in Microsoft Office Suite and NetSuite 2. Highly Efficient Processing of Invoices, Payments, Bank Reconciliation 3. Excellent Customer/Client/Co-Worker Relationships 4. Excellent Professional Verbal and Written Communication 5. Highly Efficient and Effective in Completing Tasks in a Fast-Paced Environment 6. Detail-Oriented and Highly Developed Organizational Skills 7. Excellent Analysis Skills in Vendor Invoicing and Employee Reports 8. Excellent Skill in Handling Daily Cash/Bank Reconciliations...
Words: 632 - Pages: 3
...Job Description Receptionist Holiday Inn Coventry (Job Number: COV000164) Description Receptionist Holiday Inn Coventry Permanent Full Time 156 hours over 4 weeks What's your passion? Whether you're into swimming, travelling or reading at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team. We currently have a vacancy for a Receptionist at Holiday Inn Coventry. Holiday Inn Coventry is a modern purpose built hotel situated on the outskirts of this historic city. It enjoys a prime location benefiting from the motorway networks of the M6, the M1 and the M69. This 158 bed roomed hotel has a Spirit Health Club with swimming pool, Traders contemporary restaurant and bar and 18 conference and meeting rooms. As a Receptionist, you will ensure that the highest standards of hospitality and welcome are demonstrated at all times on front desk in the hotel. Your key responsibilities will include check in and check out of guests, billing, messaging and guest relations. You will have a good knowledge of the hotel's facilities and services and will pass this information on to the guest whenever the possibility arises, in order to maximise hotel sales. Qualifications The successful Receptionist candidate must be able to demonstrate...
Words: 397 - Pages: 2
...Anything that goes wrong in the hotel is considered the receptionists' fault, and this is often true. Good planning and preparation on behalf of this department leads to less complaints and more satisfied returning guests. Reception is where the hotel is coordinated. They are the ones that know how many guests are in the hotel, how many are coming and how many are leaving at all times. Arrangements must be made to accommodate everyone appropriately or complaints from guests will be justified. If a guest needs anything, they go to reception first. For this reason, the reception staff must be informed of everything that happens in a hotel. The receptionists are the image of the hotel in the eyes of the guests, especially. A good receptionist will make you feel comfortable in your "home away from home". There are many times when we don't even see the guests during their stay -save for giving them their room key on petition, but others go to reception quite often, because they need advice on touring the area, have a problem, or just need someone to chat to. There are very few times when receptionists in bigger hotels have nothing to do. it's a misconception that they are only there to hand out keys and listen to complaints. Reservations are handled, overbooking must be controlled and accounting must be done. You need to know which rooms are ready for your guests, which rooms need to be repaired, repainted, and so on. Receptionists are in constant contact with the maid service and maintenance...
Words: 340 - Pages: 2
...CALCULATIONS MARKET SURVEY COMPUTATIONS Company | # Staff | Min | Mid-Pt | Max | Mean actual wage | Compa-ratio | A | 3 | 24,000 | 30,000 | 36,000 | 29,600 | | B | 5 | 27,200 | 32,000 | 36,800 | 31,000 | | C | 8 | 26,100 | 29,000 | 31,900 | 31,000 | | D | 7 | 22,400 | 28,000 | 33,600 | 32,000 | | Median | | | | | | | Mean | | | | | | | Weighted Mean | | | | | | | CR (Compa-ratio) = AS (actual salary) MP (midpoint of pay range) Calculate the median wage at minimum, midpoint, maximum and actual. For each firm, calculate the compa-ratio expressed to 2 decimals. Calculate the mean salary at minimum, midpoint, maximum and actual. Calculate the weighted mean wage at minimum, midpoint, maximum and actual. For each firm, calculate the compa-ratio expressed to 2 decimals. Below, using the mean actual, show your recommended new salary range with a spread of 15% between min and midpoint and 15% between midpoint and max. Round the salaries to the nearest hundred dollars. ____________ _________ ____________ (Minimum) (Midpoint) (Maximum) MERIT INCREASE RECOMMENDATIONS Assume that all salary ranges in your firm are increasing by 3%. As the Compensation Manager, you have created the following increase guidelines to be used by line managers for determining the appropriate salary increase for each employee. Performance Rating | Compa-Ratio.8 - .89 | Compa-Ratio.9 - ...
Words: 1264 - Pages: 6
...Recruitment Plan Human Resource Receptionist Job Ad Published Date: August 12th, 2012 Industry: Outsourcing Enterprise Location: Harlem, NY, 10027, USA Employer: J&C Call Center Description Title: Human Resource Receptionist Location: Harlem, NY Salary: $10 - $12 per hour A receptionist is part of the core foundation of the company because they are first person a client and/or potential employee may meet. It’s important that HR receptionist is pleasant, polite and friendly, and he/she must understand the facility bylaws and their daily duties such as supporting the administration office and human resource department as needed. The Human Receptionist duties may include assignments such as preparation of recruitment files and miscellaneous HR reports. Additionally, the day to day responsibilities includes greeting and screening visitors and directs them to appropriate individuals in a timely fashion. Also, answering of incoming calls, clerical duties such as filing and running errands to ensure the company is organize and operates at its best potential. An ideal candidate must be proficient in Microsoft Excel. He/she must have excellent written and communication skills with at least 2 to 3 experience as receptionist, and being able to work with minimum supervision. Employee Relations: Assist the managers and supervisor verifying information on an employee’s file such as disciplinary letters Assist the recruiter preparing files for new hires Providing...
Words: 1507 - Pages: 7
...days in a row, so Jack as front office manager will have address this issue with Amanda, which might turned into a conflict. Moreover Jack and Maria (Room division manger) also had conflict regarding Jack’s role in order to rectify some existing problems. 2. Conflict between Work teams: In most of the organizations different work teams work together, and possibility of having conflict quite usual. Like in our current scenario the front office team may have conflict with the Rooms Division team or with back of house. 3. Conflict between Staff and Management: It is a common occurrence in many workplaces. For example in our present scenario, the Front Office Manager having conflict with Rooms Division Manager. Also the Front Desk Receptionist, Samuel having conflict with the Higher Management regarding the cash mishandling. Question 2: List and describe the stages of the conflict in the scenario. Answer 2: Conflicts generally progress through a number of stages unless resolved...
Words: 1882 - Pages: 8
