Front Desk

Manual
 You are our FIRST
IMPRESSION!

Do’s & Don’t

High standard of service and co-operation

 Greeting Everyone
(Greeting Protocol)

• Greet everyone
– Good Morning/ Afternoon/Evening
• Office & Self Introduction
• Opening Question
• Ask for Calling or Visiting Purpose
• Ending Greet
 Front Desk Mandate

• Dress code
• Follow Greeting Protocol
• Telephone Etiquette
• Taking Message
• Schedule Meeting / Appointment
• Handling Mails
• Maintaining Cleanliness
• Maintenance of Office equipment
/ Machinery
 Telephone Etiquette

• Speak Slowly & Clearly

• Be Well-Mannered
• Never Eat or Chew During Call
• Develop Listening Skills
• Don’t Scream or Shout
• Mind your language
 Telephone or Visitor’s
Message
• Note on Post-It/Log book
• Accurate Phone Number
• Name and Company Name
• Date & Time of call/visit
• Purpose of call/visit
• No Spelling Mistake
• Note with Pen
• Keep Message safe and Hand to the
concerned person.
 Schedule Meetings /
Appointment
• Check Time Table
• Keep a gap of at least 1 hour between
meetings
• Minute of meeting*
• Inform Members about Meeting
• Meetings Re-schedule / Cancelled
• Proper Arrangements
– Water / Tea /Coffee
– Notepad, Pen, White board, Marker, Duster.
 Mails/Letter
• Receive Mails/Letters
• Segregate Mails/Letters
– Department Wise
– Person Wise
• Ensure person receive the letter
• Person Not Available
– Concerned Department
– Make a Call
– Top Management
 Maintaining Cleanliness

• Ensure office is clean

• Ensure cleaning takes places as per Check list.
• In case of unclean or mess or dirty ask
– House Keeping staff to clean
– Sweeper/ Cleaner to clean
– Office boy to clean
Maintenance of Equipment

• Timely Servicing
• Problem in equipment
– Call the Technician (List A)
– Ensure Problem is solved
– Record Checklist EqProb
The End
 Message Log book
Sr. No. Date Time Callers’ Name Company U/R Message
Name
1

U – Urgent Call & R- Regular/Normal call

BACK
 Mails Department Wise
– Purchase Manager– Vendor bills, LR copy,
Quotation, etc
– Sales (Admin) – Purchase order, Inquiry Letter,
sample rejection letter, order approval letter, etc.
– Production Manager – Sample complaint letter,
sample material, packaging sample, etc.
– Admin Office– “C form”, office bills, vouchers,
etc.
– Management – Invitation.
– Designer Manager – Catalogue, magazine, books,BACK
etc.
 Servicing Chart
Equipment 1st Service 2nd Service 3rd Service

A/c (quaterly) A/c 1 <Date > <Date > <Date >

A/c 2

CCTV (Quaterly) CCTV camera

CCTV system

Dyeing Machine (monthly) DYE 1

DYE 2

Sewing Machine (monthly) SEW 1

SEW 2

BACK
 Check List EqProb
Date: ____________ Equipment _______________________________ Problem No. _ _ _ _ _ _ _ _ _ _ _ _

Sr.No Task Yes No Comment

1 Problem Solved
2 Another Problem Arise
3 Technician Incompetent
4 Require New Technician
5 Require Servicing on regular basis
6 Require New Equipment / Machine

BACK
 Call List A
• Electrician – Light, Fan, A/c, Fridge, Iron, etc.
• Electrician – Call operator Machine.
• Computer Engineer – Computer, Printer, Scanner.
• Computer Engineer – Server.
• CCTV company – CCTV
• Finger scan Company – Finger scan
• Machine Engineer/Mechanic – Sewing Machine,
Dyeing Machine, etc.

BACK
 Do’s & Don’t
Do’s
• Treat all customers with respect
• Deal politely and professionally with
discourteous, demanding, or
dissatisfied clients
• Manage telephone communication with
clarity, accuracy, and courtesy
• Follow Greeting Protocol.
• Ask visitor to seat and offer them
water, Tea or Coffee.
• Update Visitor every in 10 min about
the work or person asked for.
Don’t
•Yawning
•Wringing hands
•Arms crossed with each hand
tightly grasping the opposite elbow
•Constantly scratching or rubbing
your nose,
•Putting your finger in your ear
•Excessive (literal) finger pointing at
someone.
•Bad facial expression

BACK
 Organizational Chart

Top Management Management

Management

Human
Finance / Purchase &
Sales Logistic Resources/
Executive Accounts Production
Administration

18TH MARCH 2010.