A Receptionist

Area/Location:

Stellenbosch

Requirements:
Matric.
Responsibilities:
Acknowledge guests immediately by smiling, making direct eye contact, standing up and greeting them in friendly and professional way, making them feel welcome and comfortable.
Make every guest feel cared for and special.
Assist guests by holding doors, helping them with children and carrying things when needed.
Listen actively and convey concern, empathy and compassion to guests.
Be patient, polite and compassionate with a guest who is emotional or discourteous.
Be familiar with responses for guest complaints or comments regarding their bill or service. Immediately remove loudly complaining or angry guests to a private area where they may speak with a manager.
Recognise the limits of your knowledge. If you are not absolutely confident that you know the answer to a guests question, do not answer it. Ask another staff member for help.
Maintain the reception area to professional standards.
Monitor floors for dirt, etc and call for assistance when necessary.
Handle telephone and counter calls from guests, staff and the public in a prompt and courteous manner; redirect calls and/or guests as necessary; be able to assess and deal with urgent matters appropriately.
Answer telephone and counter enquiries knowledgeably and seek advice if unsure.
Be sensitive to guest needs at all times, including monitoring waiting times, handle any guest complaints sensitively by enquiring about the reasons for perceived dissatisfaction and attempting to remedy these if possible or seek further assistance.
Be sensitive to staff needs at all times including a supportive and friendly atmosphere.
Ensure reception area is secured and locked and ensure that all heaters, air cons etc are turned off and that the answering machine is on and recording correctly before departure at the end of the day.
Ensure all windows are closed.
Ensure you are at work and ready at least 15 minutes before the start of your shift.
Telephones:
Answer calls promptly (within 3 rings) in a courteous and friendly manner. NB: Please pay attention to the beeping of the second line.
If a call must be placed on hold, ask for the callers permission: "Would you mind holding, please?"
Callers should not be left on hold without checking back with them for more than a minute.
Smile while answering and talking on the phone to enhance the friendly quality of you voice.
Use the callers name in a conversation to personalise the interaction.
Pass on messages accurately and promptly and ensure they are recorded on the RX Works message system.
When taking messages or putting calls through ensure you have the persons name and the reason for the call.
Code of Conduct for Receptionists:
You are expected to wear a uniform.
You are expected to take reasonable care of the above-mentioned clothing that the employer has provided for you.
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