Monitor and Control Reception Area

LEARNER GUIDE

SAQA US ID US TITLE NQF LEVEL CREDITS

13928 Monitor and Control Reception Area 3 4

This page is left blank on purpose.

13928 – Monitor and control reception area – LG Page 2

Contents
The UNIT STANDARD used in this learning module: .......................................................................... 5
MODULE 1 .............................................................................................................................. 6
1.1 Maintain Housekeeping Standards ........................................................................ 6
1.1.1 Housekeeping Standards .................................................................................................... 7
1.1.2 Activity: Maintain Housekeeping Standards ......................................................................... 8
Refer to POE/AW. ............................................................................................................................... 8
1.2 Maintain Operations ................................................................................................ 8
1.2.1 Greeting Visitors .................................................................................................................. 9
1.2.2 Distributing Mail ................................................................................................................... 9
1.2.3 Administrative Duties ........................................................................................................... 9
1.2.3 Paperwork ........................................................................................................................... 9
1.2.4 Managing Client Relationships .......................................................................................... 10
1.2.5 Smooth Execution of Meetings .......................................................................................... 10
1.2.6 General Etiquette .............................................................................................................. 10
1.2.7 Security Awareness ........................................................................................................... 10
1.2.8 Activity: Maintain Operations ............................................................................................. 10
Refer to POE/AW. ............................................................................................................................. 10
1.3 Identify and Record Areas not Meeting Standards ............................................ 11
1.3.1 Office politics: a few rules-of-thumb ................................................................................... 11
1.4 Rectify Substandard Areas................................................................................... 12
1.4.1 Activity: Rectify Substandard Areas ................................................................................... 13
Refer to POE/AW. ............................................................................................................................. 13
MODULE 2 ............................................................................................................................ 14
2.1 Maintain Presentation of Reception Area............................................................ 14
2.1.1 Why Presentation is Important ........................................................................................... 14
1.2.2 Activity: Monitor the Reception Area .................................................................................. 15
Refer to POE/AW. ............................................................................................................................. 15
2.2 Identify Non-conformance .................................................................................... 15
2.3 Present Remedial Action ...................................................................................... 16
Here are few guidelines for office etiquette: ...................................................................................... 17
2.3.1 Activity: Identify Remedial Action ....................................................................................... 17
Refer to POE/AW. ............................................................................................................................. 17
2.4 Communicate Improvements ............................................................................... 18
MODULE 3 ............................................................................................................................ 19
3.1 Security Procedures ............................................................................................. 19
3.1.1 Confidentiality in the Reception Area ................................................................................. 20
3.1.2 Health and Safety Hazards in the Reception Area ............................................................. 20

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Objects ............................................................................................................................................. 20
Hazards ............................................................................................................................................ 20
Possible Controls .............................................................................................................................. 20
3.1.3 Activity: Security hazards and Procedures......................................................................... 23
Refer to POE/AW. ............................................................................................................................. 23
3.2 Obtain Visitors Cards and Permits ...................................................................... 23
Objects ............................................................................................................................................. 24
Hazards ............................................................................................................................................ 24
Possible Controls .............................................................................................................................. 24
3.2.1 Activity: Procedures on Visitor Cards and Permits ............................................................. 25
Refer to POE/AW. ............................................................................................................................. 25
3.3 Maintain Firearm Procedures ............................................................................... 25
3.3.1 Activity: Firearm Procedures.............................................................................................. 26
Refer to POE/AW. ............................................................................................................................. 26
3.4 Report Discrepancies and Problems ................................................................... 26
4. References ....................................................................................................................... 27

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The UNIT STANDARD used in this learning module:
SOUTH AFRICAN QUALIFICATIONS AUTHORITY
REGISTERED UNIT STANDARD:

Monitor and control reception area

SAQA US UNIT STANDARD TITLE
ID
13928 Monitor and control reception area
ORIGINATOR ORIGINATING PROVIDER
SGB Administration
QUALITY ASSURING BODY
-
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Office Administration
ABET UNIT STANDARD PRE-2009 NQF LEVEL NQF LEVEL CREDITS
BAND TYPE
Undefined Regular- Level 3 NQF Level 03 4
Fundamental
REGISTRATION STATUS REGISTRATION START REGISTRATION END SAQA DECISION
DATE DATE NUMBER
Reregistered 2012-07-01 2015-06-30 SAQA 0695/12
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2016-06-30 2019-06-30

OUTCOMES of this Unit Those who have achieved this unit standard will be able to
Standard
• Monitor the maintenance of a clean and safe reception area
as per organizational standards
• Monitor presentation of reception area
• Control the monitoring and maintenance of stationery levels
Learning Time It will take you approximately 40 hours to master the outcomes of
this Learning Programme.

What is expected of you? To successfully master this unit, you are required to:

Study the content of this skills programme;

Complete all activities indicated in this skills programme;

Utilise your coach and colleagues as learning resources, and

Verify your learning progress with your coach/facilitator

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MODULE 1
-------------------------------------------

Monitor the Maintenance of a Clean and Safe Reception

Area as per Organisational Requirements (SO1)
LEARNING OUTCOMES
At the end of the module the learner will be able to:

• Maintain the implementation of the housekeeping standards according to workplace policy. (AC1)
• Maintain housekeeping operations to ensure no disruption to operational services. (AC2)
• Identify and record areas not meeting the required standards for possible remedial action. (AC3)
• Identify and monitor actions and procedures required to rectify substandard areas to ensure
minimum standards are met. (AC4)

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1.1 Maintain Housekeeping Standards

A reception area is the where company’s guests are received on arrival at the company. A visitor
always reports to the reception area when he or she visits an organisation. It is also the place where a
visitor will wait for his or her appointment. And it is often a place where colleagues congregate before
going to a meeting or simply when seeing each other in passing.

The reception area is generally the first place one enters when entering an organisation’s building.
This means that the reception area should be easy to find. And if it isn’t, it should be clearly marked.

The office administrator / receptionist plays the most important role in the reception area as it is his /
her responsibility to manage and control this area. He/she must ensure that this area always creates
a positive impression on visitors.

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The reception area has two important functions
• It is an important report point in order to meet the person they are visiting. In other words,
when a visitor arrives at an organisation, he/ she will report to reception so that the receptionist
can inform the relevant person that his/ her guest has arrived.
• It has an important role in conveying (carrying over) the company’s image to the public.
The reception area is the first part of the company where a visitor can feel welcome. It thus
creates an image of the company in the visitors mind. It can create, change or confirm an attitude
or opinion that the visitor has about a company. For example, a company that is deemed to have
old-fashioned methods of doing business can change that perception if it has a modern, well-
equipped reception area.

A clean and attractive reception area can create a positive image of the company in the mind of the
visitor. However, a dark and dirty reception that is cluttered will create a negative impression to a
visitor.

1.1.1 Housekeeping Standards

People are constantly entering or passing through a reception area, and because this is usually the
first visual contact that a visitor has with a company, it is essential that the reception area always is in
a faultless condition.

A reception area that is kept tidy and clean will create a positive impression on anyone visiting the
company, whereas, if the reception area is small, dark, noisy, dusty and cluttered it will create a
negative image of the company.

Thus, it is critical the cupboards are always kept closed; files, books and papers must be neatly filed
away or packed in a cupboard or cabinet, boxes and parcels must not be left lying around, and the
receptionists desk must be kept as tidy as possible.

Other important aspects of housekeeping – that must be done at least once daily- include the
following:
• Polishing banisters, handles trophies or other decorations,
• Vacuuming/ mopping the floor.
• Dusting all surfaces,
• Sweeping the floors,
• Emptying bins, and
• Replacing dead flowers.
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It would be unacceptable to have dirty floors, dusty surfaces, dirty teacups, overflowing bins and
arrangements of dead flowers in the reception area. These things would create a negative impression
in the mind of the visitor.

It is also important to ensure that all reading material that is available for visitors to read while waiting
for their appointments is current and up to date. Reading material should not be, at most, more than
one or two months old.

A roster should be kept of the times that the reception will be cleaned. This roster should include
information such as who will be performing each duty, the dates that these duties will be performed,
the time that will be performed and the frequency of this function. See figure 1 an example of a roster.

Name Duty Day Time(s)

Sarah Clearing dirty Daily 09:00
teacups, etc. 11:00
13:00
15:00
16:30
Vellinah Emptying bins Daily 08:30
14:00
16:30
Johannah Cleaning floors Daily 08:00
Thabo Polishing banisters Monday, 10:00
Wednesday,
Friday

1.1.2 Activity: Maintain Housekeeping Standards

Refer to POE/AW.

Give three examples of how the reception area can attribute to the positive image of
your organisation. Also give two examples of a reception area that could leave a
negative impact on the image of your organisation.

Examples of a reception area that contribute Examples of a reception area that will leave a
to a positive image negative image of the organisation

1.2 Maintain Operations

In earlier days, a receptionist was responsible only for a few tasks that included answering calls,
forwarding them to respective departments, receiving and sending mail, taking care of
correspondence, welcoming visitors and tending to their needs. Today, with technological
development and increase in scope, the duties of a receptionist have undergone tremendous change.

The following points will give you a better idea of a receptionist's profile and his/her job description.

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1.2.1 Greeting Visitors

A front desk receptionist serves as the face of the employer. She/he is the first, and sometimes only,
person whom the guests of the small business meet. Although this is an entry-level role, the
receptionist needs a great deal of skill perform the many tasks. A successful receptionist must be
both an excellent communicator and strong administrator. She also must comfortably interact with
individuals of all professional levels.

The primary duty of a front desk receptionist is to greet a business’ visitors. When guests arrive,
she/he warmly welcomes them, sometimes taking their coats and providing refreshments. She may
also answer basic questions regarding the business, such as hours of operation, as well as provide
customers with a brief explanation of the products and services the firm offers.

In addition to in-person greetings, a front desk receptionist is responsible for answering all incoming
calls. Depending on the size of the employer, she/he may use a sophisticated telephone system to
accomplish this task. Screening calls as requested, she routes them to their proper recipient, taking
and relaying messages as needed.

The receptionist of a company is the first person a visitor usually speaks to. Thus, he/she has to be
presentable and well-versed with the company's profile. He/she also has to follow proper etiquette
while in conversation with visitors. He/she needs to calm, friendly and at the same time, confident.
This also requires the receptionist to maintain a healthy and professional atmosphere near the
workstation.

1.2.2 Distributing Mail

In some organisations, a front desk receptionist oversees the distribution of incoming and outgoing
mail. When mail arrives, the receptionist sorts it, eliminating junk mail and identifying those of the
highest priority. He/she then distributes it in a manner the employer has prescribed. He/she may
either hand deliver each piece directly to its respective recipient or place the parcels in an appropriate
interoffice mail slot. He/she also signs for priority or overnight packages as they arrive.

On a daily basis, he/she prepares outgoing mail for pickup by the postal service or overnight courier.
Weighing each letter and package using a postal scale, he/she applies the proper amount of postage
to each piece. If an individual or business needs documents in a rush, the receptionist contacts a
messenger service, and provides all necessary instructions.

1.2.3 Administrative Duties

A front desk receptionist also performs a variety of clerical tasks. She/she drafts correspondence,
prepares financial spreadsheets and creates presentations. In addition, she/he manages the
calendars of senior team members, as well as organises necessary business travel arrangements.
She/he orders office supplies, files documents, makes photocopies and sends and receives faxes. In
some instances, she/he may also perform light bookkeeping tasks

The receptionist is expected to keep a check on the office supplies; monitor the inflow and outflow
regularly, and maintain records. The office supplies have to be stocked for future use, and should
always be present when employees need them. Similarly, the office stationery should be utilized
properly and records should be maintained accordingly.

1.2.3 Paperwork

Most organisations maintain a visitor's register. The receptionist has to make sure that every visitor
fills the register. Similarly, other data entry and workplace communication has to be recorded as well.
Along with this record keeping, he/she also has to maintain, develop and take care of an up-to-date
filing system.

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1.2.4 Managing Client Relationships

The clients of a company play a very big role in determining the goodwill of that company. The
receptionist, in his/her secretarial duties, will have to make sure that they are comfortable while
dealing with the company. Travel and visa arrangements need to be made (even for the employer),
accommodation and dining bookings need to be arranged, and also pick up and drop facilities have to
be taken care of.

1.2.5 Smooth Execution of Meetings

The meetings of a company, like the general and annual general meetings, require the receptionist to
multitask at a different level altogether. He/she has to start with informing all the concerned members
of the meeting. The conference hall has to be equipped with necessary stationery and equipment.
The receptionist has to be present throughout the meeting to note down the minutes. These have to
then be mailed to concerned people.

1.2.6 General Etiquette

As we know, the receptionist creates the first impression of a company. This means, he/she has to
maintain a professional attitude while conversing, needs to be well-versed with verbal and written
communication styles, and most important, needs to maintain decorum, and a professional
atmosphere in and around the reception area.

1.2.7 Security Awareness

Nowadays, receptionists are also asked to monitor visitors and the lobby area in general, just in case
they notice suspicious activities. If they do, they're expected to report the same to the authorities.
Sometimes, the reception desk has a security system enabled, where screens display everything that
is caught on camera every minute, throughout the company or only in the reception area.

All the duties and responsibilities mentioned above, tell us that a receptionist needs to be very good
at time management, problem solving and analysis. It is also expected that he/she is well-aware of
legalities concerning the company. One thing is certain, with so many duties to take care of, the
receptionist's job is no longer as simple as it was assumed to be.

Housekeeping operations, however, must be maintained to ensure no disruption to the above

operational services.

1.2.8 Activity: Maintain Operations

Refer to POE/AW.

Evaluate the reception area in your organisation by ticking off the following:

The reception area in our organisation: Yes No

Is easily accessed from the outside
Boards clearly shows where the reception area is
All visitors must first report to reception
Employees often gather in the reception area
Leaves a positive impression because of the layout and furniture
Is always clean and in a faultless condition
Files and papers are filed or packed away immediately
Boxes and parcels are often left lying around
The receptionist’s desk always looks tidy
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Dustbins are emptied regularly
Reading material is up to date and relevant
The receptionist is always at his/her desk to welcome visitors
The atmosphere is always professional
The telephone is always answered within 3 rings
Mail and deliveries are always distributed immediately
Visitors must sign in at the reception desk
The receptionist always has a professional attitude
Security measures are in place
The floor is always clean
Housekeeping standards are high

1.3 Identify and Record Areas not Meeting Standards

Etiquette is the body of accepted rules of behaviour for successful social interaction. It is the
prescribed standard for interpersonal conduct on certain occasions. It is courtesy aimed at producing
good human relations.

In any organisation people who would otherwise not mix have to work together in close contact and
within a certain limited area. They are obliged to tolerate each other’s mannerisms and habits and
often have to restrain themselves to keep the peace. Always bear in mind that just as you may be
irritated by other people’s habits, so yours may irritate them. That is why the emphasis in any
business situation must always be on tolerance and courtesy.

Through mutual respect recognition of each other’s right to privacy and recognising others’
aspirations, potential and capabilities, everyone can and should work together in harmony.

1.3.1 Office politics: a few rules-of-thumb

Honesty, integrity are bound to have the best results

A very common thread I hear in workplace conversations is, “Politics – I hate it”. Another shared
laments are: “The reason my job was eliminated was politics.

Politics is here to stay, so we need to cope with it! Learn the rules and play to your comfort level. We
all know the ultimate suck-up who seems to get the best assignments.

If you stay on track and apply the following guidelines, you will be noticed and become painlessly
successful at politics.
• Play fair and by the results: If you send out negative information about others, be prepared to
hear unsavoury things about yourself. What goes around comes around. Speculating just for the
fun of it can cause others undue pain, so be selective about what gossip you believe.
• Build and nurture relationships: You can always be part of a work colleague’s professional
network, so keep it communication lines open and tune in to what is happening around you. You
might begin to understand their points of view. You don’t have to like someone to work with
them.
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• Be a trusted confident: We all need to vent occasionally. If a colleague bends your ear, keep it
confidential. You will earn valuable respect.
• Assume that others are well intended: If a colleague says something that rubs you up the
wrong way, let him or her know; then ask to discuss it privately. Usually, the air can be easily
cleared. Now, move on and wipe the slate clean. Harbouring grudges is a mistake and wastes
too much energy.
• Keep your personal life personal: Work relationships are terrific and can be extended to
occasional outings. But avoid getting too friendly. Dating and breaking up can create awkward
situations. You may regret disclosing personal information after a few beers at happy hour.
• Do what you say you are going to do: Following through is the best way to get key players in
any organisation to notice you. Present information on time, make it better than required and
keep your word.
• Be a bright spot in the environment: No matter what’s going on in your life. Beware of finding
fault with others, especially in front of others. It is fine to see better ways of doing things, but
remember that the grapevine distorts information and you may end up in hot seat

1.4 Rectify Substandard Areas

The following requirements must be followed when designing a reception area:

• A reception area should not be placed in an open-plan office, as three are too many people
moving about who disturb the visitors. It is too noisy and this set-up would compromise security.
• The furniture in a reception area needs to be placed in such a way that it does not block the way,
but rather promotes the efficient functioning of stuff in the reception area.
• There should be enough space for staff to be able to move around easily while attending to
visitors.
• Cupboards should be placed against walls or pillars to avoid blocking the view and light and to
maximise the space available.
• Provision should be made for a waiting area of visitors- this should contain comfortable chairs,
current magazines or newspapers, and the temperature should be moderate.
• The receptionist should be able to see the door so that he/she can see visitors as soon as they
enter the door. The receptionist must also be able to see the waiting area in order to attend to
any visitors.
• Noise should be avoided and people must speak quietly.
• A kitchen should be close by so that visitors can be served with refreshments while they wait for
their appointments.

The receptionist/ office administrator must take responsibility for the housekeeping of the reception
area. As this is where he/ she will be spending all their working hours. The receptionist must ensure
that the reception is always clean and tidy and if a there is any area of housekeeping that does not
meet their organisations requirements, the receptionist must immediately inform the person in charge
of housekeeping for the company, in order to have the situation rectified immediately. It is important
that the problem be solved as soon as possible because the company would not want any visitors to
see substandard housekeeping.

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 1.4.1 Activity: Rectify Substandard Areas

Refer to POE/AW.

List three areas in the reception area that are not up to standard or that proposes
problems. Explain what could be done to rectify this.

Problem areas in our reception area Corrective action that I suggest

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MODULE 2
-------------------------------------------

Monitor Presentation of Reception Area (SO2)

LEARNING OUTCOMES
At the end of the module the learner will be able to:

• Maintain presentation of reception area according to organisational standards. (AC1)

• Identify, note and record areas of non-conformance for possible remedial action. (AC2)
• Identify and present remedial actions for implementation. (AC3)
• Communicate areas of improvement to incumbents. (AC4)

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2.1 Maintain Presentation of Reception Area

The presentation of the reception area refers to the look and feel of this part of the company. The
company can manipulate the reception area to create an impression in the mind of a visitor, for
example, if it were a prestigious company, or a company that portrays this image. It would be quiet
with very few employees passing through it and furnishings would be obviously expensive. Too much
noise could create an impression of disorder. If the company were less formal, the reception would
indicate this by its more relaxed furnishing and decorations and there would be more employees
present.

2.1.1 Why Presentation is Important

Because the reception area acts as a window to the rest of the organisation, it is critical for the
reception area to be a positive reflection on the rest of the company. Not only does the staff need to
be polite and helpful when dealing with visitors, the reception area must be pleasant to visitors sitting
in the waiting area while they wait for their appointments.

It is common knowledge that first impression last, and the reception area is the first impression that a
visitor will have of a company. It is important to make this a good impression.

A neat spacious reception area can create a good impression. This means that the receptionist must
have enough cupboard and cabinets to be able to neatly file away all work and papers once
completed. The reception area needs to be big enough to accommodate the cupboard and cabinets,
as well the receptionist’s desk and the chairs in the waiting area.

The reception should be tastefully decorated. The furniture that occupies the waiting room should be
comfortable and of a good quality.

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Employees should be encouraged to congregate in other places, such as the canteen, and not to
meet in the reception area, particularly when they are discussing work matters that should be
confidential.

The reception area must always be presentable to a visitor and this requires continuous
housekeeping as discussed in module one. It also means that the condition of the furnishing must
be continuously monitored.

All staff that is in some way connected to the presentation of the reception area must be regularly
reminded of the organisational requirements regarding the presentation of the reception area.

The receptionist must continually monitor the state of the reception area, for example, furniture must
not be moved around, flowers arrangements must be neat, reading material must be packed neatly,
the receptionists desk and work area must always be neat and tidy and the reception area presents
the right impression to any visitors who enter the company’s premises.

All staff that is responsible for the housekeeping and presentation of the reception is must be
knowledgeable on the organisational requirements for this area of the business. It is important that
these requirements are communicated to the staff, both verbally and in writing.

1.2.2 Activity: Monitor the Reception Area

Refer to POE/AW.

List 5 areas in the reception area and waiting room that should be monitored in your
organisation.

2.2 Identify Non-conformance

If your business will be receiving people from the outside, the reception area will be the first
impression your guest will have of your business. As the old adage says, "You only get one chance to
make a good first impression." The determining factor for how much you should spend on your
reception area is how important is that first impression to your business. The more important it is, the
more you should spend on your reception area. An office for a legal professional should spend more
on the reception area than an office for a manufacturing plant.

Every office that presents itself to the public in any way requires a face to meet the public. Although
excellent communication, over the phone and by email, are important to the reception staff, it is the
face-to-face communication that distinguishes a receptionist from a Customer Service
Representative. Oftentimes, when a person (vendor, applicant, community member) enters your
workplace, the first thing they will see is the receptionist- and first impressions are always important.

Some important guidelines for the receptionist in the presentation of reception are:
• Dress appropriately. Tend to the conservative, unless you work somewhere where fashion,
trendiness, or other factors are pushed to the forefront. Look neat, professional, and overall
presentable. Make sure to always practice good personal hygiene
• Have phone numbers handy. (lots and lots) i.e. co-workers, employers, contractors, vendors,
emergency contact numbers, etc. You will need them all at one point or another. Keep the phone
numbers organised on an appropriate computer program.
• Be courteous. Be respectful. Treat everyone like they are the most important person that has
walked into the office that day. This is your job - nobody cares about how you got stuck in traffic
this morning, how you ruined your brand new purse, or even how you lost your favorite CD.
Leave personal matters at home. (Even if you don't respect their message or the way they
convey it- fake it) Overall, make sure the person is totally relaxed and happy to talk to you.

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• Have a positive attitude. Smile. It's your job to appear happy and kind! People will be more
comfortable talking with you if you show them that you're totally happy to speak with them.
Making small talk with visitors is okay as long as it doesn't interfere with phone calls or other
duties
• If someone is still being unreasonable, find a way to diffuse the situation. If you have truly
listened to them, and shown them respect, they will not be angry at you- only the situation. You
will then be able to direct them to a party that can assist them or alleviate their concerns. Never
raise your voice or get angry, but also remember you are not there to be abused.
• Give good directions. Know your neighbourhood and the locations of nearby bathrooms,
restaurants, landmarks, parking facilities, highway on ramps, and the like.
• Keep busy. A receptionist is always on task, and makes sure she/he has good organisational
skills. If you have nothing to do - GET something to do! See if your other co-workers need
assistance, etc.
• As soon as someone enters the office, direct your attention to them, immediately, and give
them a pleasant greeting. Something to the effect of "Good morning sir/ma'am, welcome to
_______," and then- "Are you here to see ____ ?" works well. It is your job to know who comes in
and who leaves.
• Answer the phone politely with a standard greeting such as "Good Morning, Thank you for
calling our company, my name is ___, how may I direct your call? Make sure the phone is
answered on the first or second ring. It is not good to keep people on hold for more than one
minute. (It's longer than you may think.) Listen carefully to the name of the person the caller is
asking for. Repeat back to caller if necessary. Cell phones often distort sounds. Write the
person's name to whom the call is directed if pronunciation is difficult.Direct the call politely with a
standard phrase such as "One moment please for Mr. Smith." Or if that individual is on the
phone, "I am sorry, Mr. Smith is on the phone at the moment. Would you like to wait on hold or
would you like to leave him a voicemail message?" Politely thank them and direct the call
accordingly.
• For visitors who come to the front desk, greet them with a smile and a standard greeting
such as "Hello. How may I help you?" Don't say How CAN I help you? This is improper
grammar use. Customers and clients do indeed notice bad grammar. After the visitors identify
who they are and who they are looking for, contact that individual and let her/him know who is
there. A standard appropriate phrase is "Mr. Smith, Mr. Jones from XYZ Corporation is here to
see you for his 2 o'clock appointment." Always get a first and last name and the name of the
organization they are from. It is helpful to ask if they have an appointment with Mr. Smith. Mr.
Smith will give you instructions about where to have visitor wait and for how long. You can then
tell visitor "Mr. Smith will be with you in a moment." or "Mr. Smith said that he is finishing up a
meeting and will be with you in 5 minutes. You may have a seat. Thank you."
• Greet delivery personnel with the same professionalism and politeness as any other
visitor. You may be required to sign for deliveries. Make sure your signature is legible. Delivery
personnel may need directions where to leave packages. Make sure you contact appropriate
employees for such matters.
• As an employee, if the boss asks you to do anything extraordinary, politely agree and follow
through. Outstanding receptionists make their bosses look outstanding.

2.3 Present Remedial Action

To be successful, the corporate receptionist needs training on customer service, how to use the
phones and computers and a solid understanding of the company:
• Customer service: At the core of position, the receptionist provides customer service, so she
needs basic customer service training. Her training should include how to greet visitors, including
customers and internal staff, and how to ascertain the nature of the visit or inquiry. Training must
focus on the importance of a positive attitude and how appearance, voice inflection and listening
skills impact the success of the position. Receptionists also need training on defusing difficult
situations, handling angry callers, and emergencies.
• Company training: The corporate receptionist needs training about her company and the
products and services it offers. Understanding the nature of the business and history of the

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 organisation will help her to answer inquiries and direct callers to the appropriate department or
person. The receptionist should also have the most current company organisational charts so she
knows who works in what department and what function each person performs. Additionally, the
receptionist should recognise the company’s leaders by appearance and voice and have
knowledge of the company’s most important customers.
• Systems training: Training on the telephone and computer systems is essential for the
corporate receptionist. Training starts with how to use the telephone. The receptionist's phone
system is often the most complicated in the organisation, and she will need to know how to
transfer calls, conference callers together and put callers on hold without dropping calls.
Additionally, many receptionists document calls or assist with administrative projects that require
computer work. Efficient use of the company’s systems will create additional value to the
corporate receptionist position.
• Education and required skills: Most corporate receptionist training occurs on the job. No
classroom or book training can replace hands-on experience and learning by doing. Though the
position can be entry-level, the new hire must come with good listening and speaking skills,
typing skills and the ability to learn. Community colleges and training schools may offer diplomas
or certificates for receptionists or administrative assistants; however, this is often not required for
the position.

Here are few guidelines for office etiquette:

• Do not use first names with senior colleagues unless asked to do so. Rather use their surname
and title, e.g. Mrs Smith. In some organisations everyone uses first names, other organisations
are more formal. If in doubt, rather be more formal.
• Knock before entering another person’s office and stand until invited to sit.
• When you are late, let your employer know as far as possible in advance. If it is an emergency,
try to phone in and let the office know where you are.
• Keep personal telephone calls during work hours to a minimum and never let colleagues / visitors
wait for you if you are on a personal call.
• A degree of small talk at work is essential. The skill, however, lies in talking enough to be friendly
but not long enough to be a nuisance.
• Never argue or shout in an office environment, especially not at or near the front desk where
visitor can hear you
• Don’t be tempted to gossip about a colleague or the organisation for which you work while
working with other employees.
• Do not manicure your nails or fix make-up or hair at your desk. The rest room is the place for
that.
• Do not chew gum at the office.
• Don’t clutter your office with too many personal items. The atmosphere should be professional
and neat

2.3.1 Activity: Identify Remedial Action

Refer to POE/AW.

You have appointed a new receptionist. She speaks loudly on the phone and lack
interpersonal skills with clients. She loves gossiping with colleagues. What would you
suggest should be done to rectify this situation?

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2.4 Communicate Improvements

Anyone who is responsible for office reception duties, whatever their age or level of experience,
requires training in several essential skills. Supplement basic training with regular refresher sessions
to maintain high standards.
Build your receptionist's confidence from the outset. Encourage her to take ownership for her skills
development by asking her to suggest areas in which she feels she needs training rather than being
completely prescriptive.
For training to be effective, your receptionist needs to know why her role is important to the
organisation and exactly what it involves. Make sure she understands precisely what is expected from
her and what "excellence" would look like. Ask for her comments about ways in which things might be
done differently and improved.
Use video clips to demonstrate the right and wrong ways to receive visitors. Emphasise the need for
calm, friendly efficiency and extending a warm greeting, no matter how busy or stressed she might
be. Ask your receptionist to compare her behavior with what she has viewed. Get her to feed back the
lessons she has learned from the exercise.
Your receptionist may have to deal with incoming calls at the same time as carrying out her other
duties. Make sure she understands what the rules are concerning priorities, transfers and waiting
times. Take her through message-taking procedures. Introduce a role play exercise for practising
these skills.
Customer care involves empathy, listening, and responding appropriately. Waiting visitors require
appropriate hospitality which covers seating, refreshments and reading material. Your receptionist is
responsible for making sure they are comfortable, have all they need and don't feel they are waiting
too long.
A smart appearance and good grooming are essential for a receptionist. Clothing should reflect the
formality of the office, whether a creative studio or a law firm. A mature and friendly manner is also
important. Training in this area often involves discussing examples of what would or would not be
appropriate and the reasons why.
Your receptionist will often have to deal with difficult customers or complaints, either from visitors or
on the phone. She needs to be skilled in remaining calm yet being appropriately assertive. Role play
exercises and videos are helpful as a focus for this area.

13928 – Monitor and control reception area – LG Page 18

MODULE 3
-------------------------------------------

Monitor the Implementation of Security Procedures in

Reception Area (SO3)
LEARNING OUTCOMES
At the end of the module the learner will be able to:
• Outline security procedures and brief all reception personnel verbally and provide a written
summary to them. (AC1)
• Obtain visitors cards and permits from security personnel. (AC2)
• Monitor and maintain firearm procedures as per workplace policy. (AC3)
• Report and rectify discrepancies and problems to ensure safety of workplace. (AC4)
-------------------------------------------

3.1 Security Procedures

It is critical that a reception area be safe for its visitors, as many problems would arise out of a visitor
being hurt on your company’s premises. For example, if a box were to fall off the top a cupboard and
land on a visitors shoulder, seriously dislocating the shoulder, the visitor could sue the company for
damages. Not only would this hurt the company financially, but it would also be bad for its image. The
hurt visitor could take story to friends, family members colleagues or even media. This would create a
negative image of the company in the mind of the public.

If an employee were to be hurt in the reception area, the company would again be hurt financially
particularly if the employee sues the organisation. Friends and family who hear of the accident would
have a negative image view of the company for not looking after its employees and for being
negligent.

The following requirements are some of those that should always be maintained in the reception area:
• All hazards (possible dangers) must be clearly marked.
• Most companies have slippery floors in their reception area. These can be extremely slippery
when wet, so whenever they have been cleaned ensure that there is sign up that warns any
visitors or employees of the slippery condition of the floor.
• Sometimes there is a step up into the reception area. Check if it is obvious or something that
could be missed by somebody who is not expecting the step or does not know that it is there. If
someone could trip over the step, ensure that it is clearly marked or that there is a sign to warn
people going in or out of the reception. Consult your health and safety officers for advice in this
area.
• Light – there must always be enough light to work in. the light levels must be consistent with those
laid out in the occupational health and safety act. It must never be too dull to see clearly and if any
light bulbs burn out, they must be replaced immediately. If the reception area appears to be
darker than other areas of the building, bring it to the attention of your superior or the health and
safety officer- they can arrange to have the light levels tested and the necessary action taken.
• Other office hazard could also arise in the workplace such as staples or drawing pins being left
around, boxes all over, etc. Ensure to continuously be on the lookout for hazards and remove
them as soon as you see them.
13928 – Monitor and control reception area – LG Page 19
• All aspects of the occupational health and safety act must be adhered to. If you are ever in any
doubt of the safety requirements of an area in the building or of a company process, always
consult your health and safety officer.

3.1.1 Confidentiality in the Reception Area

Confidentiality means that something must be kept secret. When referring to a reception area, this
almost always refers to documents that pass through the reception area that must be kept secret and
private, and only the people for whom these documents are intended must see them.

Confidentiality in the reception area is extremely important since it is very often the main through-fare
for much of the company’s traffic, as employees and visitors both enter and exit the premises through
the reception area. The receptionist often has to deal with visitors and queries from employees and,
as a result, is often distracted. It is critical that all confidential documents are filed away and locked in
cupboards – in other words, kept away from prying or simply curious eyes.

3.1.2 Health and Safety Hazards in the Reception Area

Reception areas have a number of unique health and safety hazards in addition to many general
office hazards. The reception area is unique because it is a place where members of the public and
clients are able to readily enter an employer’s workplace which creates additional Organisational
Health and Safety risks and challenges for the employer.

Security procedures should be outlined and all reception personnel briefed . A written summary
should be provided to them.

The following is a summary of hazards to look out for in the reception area and possible controls that
the organisation could put in place to minimise dangers and injuries.

Objects Hazards Possible Controls

Automatic doors Automatic doors which don't
open quickly enough on
approach
Automatic doors which close
too quickly (especially when
used by disabled persons)
Doors with no Being struck by a door
through visibility opened by a person from the
other side
Have door-opening speed adjusted to ensure
door opening matches normal approach speed
Have door sensors adjusted to delay closure
until disabled persons are safely clear of doors
Place warning signs next to doors on side
which opens outwards (on both sides if a
swing door)

Install a viewing window or install a glass door

Mark the footprint or opening pattern of the

door on the ground (the space the door could
swing through on opening and closing)

13928 – Monitor and control reception area – LG Page 20

 Apply decorative strip or branding across door
Glass doors to provide visible warning of presence of glass
Failure to see a clear glass across path
door immediately ahead
Mark the opening pattern of the door on the
ground
Deliveries Goods delivered to reception Ensure receptionist is instructed to contact the
area causing obstruction of addressee and arrange for immediate
doorways and passageways collection

Have larger deliveries redirected to another

entrance (loading bay) if possible

Allocate a specific storage area for deliveries,

away from trafficable areas
Stairs and ramps Insufficient disabled access Ensure appropriate disabled access is
available
Uneven surfaces
Have policies or procedures for assisting
Poor lighting of stairwells or disabled persons
ramps
Consider installing tactile ground surface
Wet areas indicators to warn people with a vision
impairment they are approaching a hazard
Obstructions
Ensure stairways and ramps are well lit

Ensure trafficable areas are free from

obstructions

Have appropriate support rails in place

Ensure appropriate drainage around stairs and

walkways

Have non slip surfaces

Have appropriate signage to identify where a

step may be present (e.g. 'watch your step')

Floor surface Highly polished floors or
smooth surfaces may be a
slip hazard
Plush carpet catches feet
Wet floor Water carried inside onto
floors during wet weather
Choose a non-slip floor material or one with a
textured surface
Use a non-slip floor polish or cleaner
Use short pile carpet to reduce the chance of
tripping and allow delivery trolleys and carts
ease of movement on the carpet
Use appropriate signage to warn of slip hazard
when floors are wet

Ensure that floors are regularly checked and

maintained to be free from water

Provide non-slip matting for people to wipe their

13928 – Monitor and control reception area – LG Page 21
 feet before entry

Ensure appropriate drainage at entry to

workplace
Change in floor Changes in floor level (e.g. Where possible ensure that joins are flush with
level or surface step or ramp) adjoining floor levels and are not raised at any
point
Interface between different
floor materials (e.g. from Display appropriate signage to identify the
tiled floor to a carpeted one) hazard to people using the area

Consider extra lighting and floor markings to

identify the hazard to people using the area

Avoid having changes in surface where these

occur at unexpected points in the walk area
Damaged flooring Damaged flooring (e.g. Ensure any damaged flooring is repaired as
cracked or broken tiles, soon as possible
holes in carpet, projecting
edging strips) Place appropriate warning signs over damaged
area, or remove access to the area until
repaired
Housekeeping Tripping hazards left on floor Ensure there is adequate 'off-the-floor' storage
(e.g. deliveries) and designated areas for deliveries

Rubbish left by visitors Process deliveries as soon as practicable

Provide a clearly marked bin for disposal of

waste materials

Conduct regular housekeeping inspections

Floor furnishings Having rugs and other floor Ensure rugs and other floor furnishings are
furnishings may introduce easily visible and have a low profile to reduce
trip hazards chance of tripping and that they are rubber
backed to prevent slipping
Possible allergies
Use hypo-allergenic rugs and floor furnishings
to reduce the risk of allergic reactions

Reception counter Shape or area of counter Identify all tasks expected to be performed and
workspace requires the actions and equipment used for these
repetitive twisting and/or
stretching to reach Relocate frequently used items of equipment
equipment or documents within optimum reach sector of counter
whilst seated
Replace with a larger counter which has
Insufficient counter space for adequate space to perform all reception duties
establishing efficient method
of work Provide separate table or box to one side of
reception counter clearly marked 'Deliveries'
Reception area not intended
to be used for bulky
deliveries which arrive there

13928 – Monitor and control reception area – LG Page 22

Plants Plants that have allergenic Choose plants that do not flower and are not
or poisonous qualities poisonous

Positioning of plants may Discuss plant selection with plant provider or

obstruct vision of certain nursery
areas of office/access points
Ensure plants are positioned so they do not
obstruct view
Visitor furniture Transfer of germs / diseases Select furniture that is easily cleaned

Furniture with sharp edges / Clean furniture and equipment

corners
Consider providing antibacterial wipes / hand
wash

Minimise furniture and storage in room

Where appropriate provide furniture with

rounded edges otherwise consider providing
corner guards for tables and sharp edges

3.1.3 Activity: Security hazards and Procedures

Refer to POE/AW.

List 5 possible hazardous objects in the reception area of your organisation Explain
why it is a hazard and explain the control procedures in place to minimise injuries of
visitors and employees.

Object Potential hazard Procedures in place to minimise injuries

3.2 Obtain Visitors Cards and Permits

All organization has a security procedure. This will differ from company to company but the purpose
and procedure will remain the same.

Companies need to ensure security in order to protect their employees from armed robberies,
unwanted visitors, theft by visitors or even employees, people with firearms, and anyone else who
may wish harm upon the company.

There are usually a number of security checks in place for this. The first check would be at the
entrance to the parking area. Visitors are required to sign both themselves and their car onto the
premises.
13928 – Monitor and control reception area – LG Page 23
There is usually a security gate at the entrance to the reception area that the receptionist would open
to allow visitors to enter. This ensures that unwanted visitors cannot enter offices. Many companies
have chosen to install video cameras in their offices, particularly in the reception area and the
entrance to the building.

There are many factors influencing the amount and type of security that you will find at an
organisation. The geographic location, the size of the business and the nature of the business will
determine the level of security that a company has in place.

Often, especially in big organisations, it could be expected that all visitors obtain visitors cards and
permits from security. The following is a summary of hazards and possible controls in connection with
visitor cards and permits.

Objects Hazards Possible Controls

Visitor book Unauthorised access to site
Being unaware of who is on
site in the event of an
emergency
Ensure identification is checked prior to allowing
access
Ensure relevant personnel escort visitor / contractor
and authorise access

Visitors unaware of emergency Ensure the visitor book is filled out correctly to assist
procedures in the event of an emergency by readily identifying
how many visitors are on the premises and their
location

Use the time spent by visitors filling in the visitor book

to make visitors aware of security and emergency
procedures in relation to your site

Ensure visitors are escorted as per procedures

Access cards Unauthorised access to site
Access cards and privileges
are not regularly updated
Aggressive clients identify
individuals and their employing
agency from their ID
Ensure policy / procedure is in place regarding lost or
stolen cards and workers follow procedures through
monitoring use of cards
Ensure personnel that are dismissed have privileges
revoked and security procedures are implemented
Ensure regular reviews of access privileges are
conducted

Advise staff to remove identification during out of

office breaks

13928 – Monitor and control reception area – LG Page 24

 3.2.1 Activity: Procedures on Visitor Cards and Permits

Refer to POE/AW.

1. List the procedures that are in place to secure your organisation and the reception
area from unwanted visitors.

2. Tick off the following security measures below to indicate whether they are in place:

Security Measures in place at my organisation Yes No

Boom into parking area?
Security guards at entrance to parking area
Employees required to sign in /clock in when entering parking area?
Security gate/door at entrance to the building.

Receptionist required opening door for visitors.

Visitors to have security parking slip signed by a person they are visiting in order
to exit parking area
Visitors required to have visitor’s cards or permits

Visitor’s cars search by security personnel on departure

Employee’s cars searched by security personnel on departure

Security camera in place

Signs in place, warning visitor of video cameras.

Security cameras easily visible

3.3 Maintain Firearm Procedures

Most companies will not allow firearms onto their premises, for obvious reasons. When signing in at
the security point – usually situated at the entrance to the parking area – a visitor will be asked
whether he or she is carrying a firearm. If the answer is yes, that person will be required to hand the
firearm in to security for safekeeping. They will issue the visitor with a receipt and the firearm may
only be reclaimed when the visitor is departing.

13928 – Monitor and control reception area – LG Page 25

 3.3.1 Activity: Firearm Procedures

Refer to POE/AW.

Explain why you think firearm procedures should be in place in an organisation.

3.4 Report Discrepancies and Problems

All visitors enter via the reception area and must approach the receptionist to contact the person they
are visiting. Very often, the receptionist is required to either sign the visitor in via the visitors’ book, or
the receptionist must sign the visitors’ security slip to allow them out of the parking area. The
receptionist may need to issue the visitor with a visitor’s card or permit to allow him or her entry into
the rest of the building.

It is important that the receptionist be alert to possible unwanted visitors at all times. He or she must
always establish the identity of the person and the reason for his/her visit. The receptionist must also
be observant to the appearance of visitors, in order to be able to recognise or describe visitors to the
authorities or their superiors, if necessary.

Security is critical to a company’s sustainability and crucial to its effective functioning. Should
something go wrong with the security procedure, it could have a direct, negative effect on the
company. Because a receptionist is a critical factor in the security process, he or she must be
constantly on the lookout for discrepancies or problems. If he or she finds any, they must be reported
to the head of security immediately.

The receptionist should also be constantly on the lookout for ways of improving security and making
the security procedure more efficient.

13928 – Monitor and control reception area – LG Page 26

4. References

• Hawkins, D. Best, R. Coney, K. Consumer Behaviour: Building Marketing Strategy 8th Edition.
2001. Irwin McGraw-Hill
• http://everydaylife.globalpost.com/variety-duties-receptionist-2098.html
• http://operationstech.about.com/od/furnishinganoffice/a/OfficeRecepArea.htm
• http://smallbusiness.chron.com/duties-front-desk-receptionist-1336.html
• http://work.chron.com/corporate-receptionist-training-12874.html
• http://www.buzzle.com/articles/receptionist-duties-responsibilities-of-a-receptionist.html
• http://www.comcare.gov.au/virtual_workplaces/virtual_office/reception/entry_and_exi
• http://www.comcare.gov.au/virtual_workplaces/virtual_office/reception/access_and_security
• http://www.comcare.gov.au/virtual_workplaces/virtual_office/reception/floor
• http://www.comcare.gov.au/virtual_workplaces/virtual_office/reception/furniture
• http://www.comcare.gov.au/virtual_workplaces/virtual_office/reception/emergency_procedures
• http://www.comcare.gov.au/virtual_workplaces/virtual_office/reception
• http://www.ehow.com/about_6556175_office-receptionist-training.html
• http://www.wikihow.com/Be-a-Good-Receptionist
• National Certificate in Office Administration
• Nel, R. and Vogel, T. Office Practice for Management Assistants. 2000. Heinemann
• Paxton, P. Holleman, H. Meintjies, S. Viljoen, B. Business Economics 8 (Grade 10). 1992.
Shutter & Shooter

13928 – Monitor and control reception area – LG Page 27

 PLEASE TEAR THIS PAGE OUT OF YOUR MANUAL AND HAND IT IN

Course and Facilitator Evaluation Form

Unit Standard nr: ______________________________ Date: ________________________

Name of Module / Course: ____________________________________________________

Facilitator’s Name: ______________________________ Venue: _____________________

(Please circle the block that best describe how you feel)
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_________________________________________________________________________

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_________________________________________________________________________

ABOUT YOUR FACILITATOR!

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How would you rate your facilitator?

13928 – Monitor and control reception area – LG Page 28

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13928 – Monitor and control reception area – LG Page 29