A receptionist is usually the first person that customers, clients and any member of the public comes into contact with when entering a business. They are responsible for performing all of the administrative roles in an organization, such as answering phone calls, scheduling meetings, completing paperwork, and giving information to any customer that enters the work environment.
The roles of a receptionist will vary depending on the specific organization, however receptionists tend to perform repetitive tasks each day. They are responsible for creating a friendly and welcoming environment for customers and clients to enter into, and do their best to be as accommodating and helpful as possible.
As a role that impacts the ability for others to perform their job effectively, it’s important that receptionists are organized, can effectively create and keep on track of a schedule, and are able to respond to changing business needs.
Day-to-day tasks of this role:
- Answer phone calls.
- Schedule meetings.
- Restock supplies.
- Greet and assist customers.
- Complete, update and file documentation and records.
Understand the Role
Review the skills profile
To find the best person for the role, you need to understand what the role involves. You can complete this with the hiring manager to define the role, what it contributes to the organization, and the skills needed.
Write a job description based on skills
Once you understand the requirements for the role, you’ll need to understand the skills for success. You can then write an effective job description to promote your role.
Select the ideal candidate
See which applicants have the right skills for the role. Send all your applicants a Vervoe skills assessment from the expert library, or customise one for your organization.
Interview top performers
Your skills assessment results will identify top performers. Focus your time on interviewing those that have met or exceeded your requirements. Assessment results will also help guide which skill areas to focus on in the interview.
UNDERSTAND THE ROLE
Skills profile for a Receptionist
There are no qualifications required to be a receptionist, however they may hold a Certificate III in Business Administration. A formal education is not always required for this role, and many receptionists hold valuable on-the-job experience. There are some common skills required for this position.
An essential skill for a receptionist to have is good communication. They must be able to communicate in a clear and concise manner both written and verbally with anyone they interact with. It is important that they have excellent phone manner and etiquette, and are comfortable having tough conversations with customers regarding payments or bookings.
A receptionist must be very organized at all times. They must be able to manage multiple tasks at once, and ensure that all deadlines are met. They must be diligent when keeping records, filing and completing documentation, and have strong time management skills when scheduling meetings, appointments and ensuring tasks are completed within specific timeframes.
It is also important that a receptionist has exceptional customer service skills. They must always prioritise customer service in all situations and interactions, and welcome all incoming guests in a friendly manner. They must also always maintain a positive demeanour even when dealing with agitated or frustrated customers, and do their best at all times to be as helpful as possible.
Once you’ve determined the skills required for the role, you can write the job description to advertise for your position.
Receptionist Job Description
- Why is this role being filled?
- How does this role fit into the organization and the team?
- What makes your company unique?
- What would it be like to work for you?
- What technical skills are needed for this role?
- Which soft skills are applicable?
- What are the nice-to-have experiences of your ideal candidate?
- Include availability preferences in this section
- What are the key deliverables for this role?
- What does the day-to-day of this role look like?
- Compensation & bonuses
- Employee benefits & perks
- Ongoing training benefits
PRO TIP #1
As a receptionist will spend a lot of time using technology devices such as a phone, photocopy machine and computer, it is important to outline the technological competencies that are required for the role. This might include listing the programs, devices, or software that the medical receptionist needs to be able to work with.
PRO TIP #2
Ensure to include in the job description what it is like to work for your company, what your company values and what your expectations are for the successful candidate. This will ensure you identify the right person for your company.
Sample skills assessment
Question Type: Document
How do you like to organise your days if you were working on reception? Please outline this in the document below.
Question Type: Text
Describe a situation where you have maintained positive customer service to a customer or individual who was rude to you.
Question Type: Video
How would you handle a caller who couldn’t understand what you were saying?
Interview guide for a Receptionist
Once your Vervoe skills assessment has surfaced the most qualified people for your open role, you can focus on interviewing these candidates. The PDF interview guide contains structured questions against each of the competencies for this role.
This interview guide is intended to be used in conjunction with the Vervoe skills assessment. Where a candidate has scored Low – Medium on a skill, focus on asking more questions from that skill to gain deeper insight into their level of competency.
PDF INTERVIEW GUIDE
Get your copy of the interview guide to complete the hiring process. Includes questions against each of the skill competencies for the role.