How to Become a Skilled Receptionist

Every company needs a face to represent its brand in front of the public. While excellent communication skills over the phone and via email are essential for a receptionist, direct interaction with people sets a receptionist apart from a customer service representative. Typically, when someone (a supplier, applicant, or community member) enters your company, the first thing they see is the receptionist – and first impressions are always the most important.

Mastering Organizational Skills. Receptionists are the face of the company – they are the first point of contact for clients and the go-to individuals for colleagues or others seeking information and event plans. Besides answering calls and guiding visitors, receptionists often handle customer interactions, event organization, and meeting arrangements. With these responsibilities, a receptionist must possess strong organizational skills to manage multiple tasks simultaneously. Without the ability to handle several tasks at once and stay organized, someone will not be able to sustain a long career as a receptionist.

• An effective way to maintain organization is by setting up a filing system that works best for you. Identify the types of documents and information that your boss, colleagues, and clients will need, and store them in dedicated folders – whether on your computer or printed versions. Set up the system in a way that is efficient for you – if that means using highlighter sticky notes on everything, go ahead.
• Being organized also means being proactive – you shouldn't need anyone else to explain how to do something or guide you in the right direction. If you’re organized, you’ll know the tasks that need to be done each day and which ones should take priority.
• Always have essential phone numbers on hand (a lot of phone numbers), such as those of colleagues, contractors, suppliers, and emergency numbers. At some point, you’ll need to access these numbers. Store them in an orderly manner, using a Rolodex or computer software.

Basic Technology Knowledge. The first piece of technology a receptionist must be familiar with is the telephone – including all its buttons and specific lines. Computer skills are also a must – most receptionists need to be able to use email and handle word processing. Knowing how to create spreadsheets is also valuable, as well as the ability to use any specialized software for your field.

• Remember, if the photocopier, scanner, or printer is near your desk, you'll likely need to use them (and assist colleagues with troubleshooting these machines as well). Once you familiarize yourself with the machines in your office, learn their key functions and how to resolve common issues.

Be Reliable. A receptionist must be present at their desk – a company won’t leave a good impression if there’s no one to answer incoming calls or if there are long lines waiting for assistance. Prioritize being reliable – if your boss knows you are dependable and always ready to assist, you’ll become someone the company can’t do without.

Have Excellent Listening Skills. A key part of being a receptionist is the ability to listen – whether it’s on the phone, a question from a client, or information passed on to you. Good listening will benefit you – you’ll resolve problems faster by understanding someone’s request clearly the first time, and you’ll be able to quickly connect clients with the right person.

Take Notes on Everything. If your boss asks you to do a task, make sure to note it down in detail. If a client calls, be sure to record their information (name, contact details, reason for calling, etc.). Taking notes is a great way to stay organized and remind yourself of small things throughout the day. Keep these notes in a notebook and always carry it with you. You’ll be surprised at how useful they can be, especially when trying to recall the request of someone who called five hours ago.

• Make sure you take detailed messages and review them. The most important thing is that when you receive a message, repeat it back and confirm the caller’s contact details so you can ensure you have accurate information to forward the call before hanging up.

Answer the Phone Politely Using Standard Greetings like, "Good morning, thank you for calling our company, my name is___, how can I assist you?" Make sure to answer the phone within one or two rings. You shouldn’t leave someone waiting for more than a minute (that minute can feel much longer than you think).

• Listen carefully to learn the name of the person the caller wants to speak with. Repeat if necessary. Mobile phones often have sound interference. Write down the caller’s name if it’s difficult to pronounce.
• Transfer calls politely with standard phrases like, "Please hold for Mr. Smith for a moment." Or, if they’re currently on another call, you can say, "I’m sorry, Mr. Smith is on another line. Would you like to hold for a moment or leave a voicemail for him?" Politely thank them and transfer the call appropriately.

Greet delivery staff with professionalism and politeness, just like any other visitor. You may be required to sign for packages. Ensure your signature is valid. The delivery person may need directions on where to place the package. Make sure to contact the appropriate departments for each specific issue.

Welcome guests politely and efficiently. Once a visitor provides their information and the name of the person they wish to meet, contact that person and inform them of the guest's arrival. A typical phrase for this situation is, "Mr. Smith, Mr. Jones from XYZ Company is here to see you. He has an appointment with you at 2 PM." Always remember to ask the guest's name and company name. You can also inquire if they have an appointment with Mr. Smith. Mr. Smith will tell you where the guest can wait and for how long. Then you can tell the guest, "Mr. Smith will meet with you shortly," or "Mr. Smith says his meeting is almost over, and he will see you in 5 minutes. Please have a seat. Thank you."

Maintain a positive attitude. As mentioned earlier, receptionists are the face of the company – they are the first people customers interact with, representing those who cannot be physically present. Most people do not appreciate being greeted by a grumpy face or a rude attitude. Always remember to smile and maintain a positive, cheerful demeanor. And be patient with difficult customers, even when they are truly frustrating.

• Even when dealing with challenging customers, remind yourself that you are strong and cheerful. Tell yourself that their behavior is a result of their frustration, and if you've done your best to calm them, you're not at fault. It's better to stay calm than to get angry and lower yourself to their level.

Always remember to greet customers. A friendly greeting is crucial. Even if you immediately return to your tasks before assisting them, it’s important to acknowledge the customer so they feel welcomed and know you’ll help them soon.

• Typical greetings might include, "Hello! Welcome to [Company Name]" or "Good morning! Please have a seat for a moment, I’ll be right with you."

Be courteous. Show respect to others and treat everyone as if they were the most important person to enter the company that day. This is your job – no one is concerned with how you were stuck in traffic this morning, how you ruined your new wallet, or even how you lost your favorite CD. Personal issues should stay at home. (Even if you don’t respect the messages from customers or their tone, just pretend). Overall, ensure that others feel comfortable and happy when interacting with you.

Choose appropriate attire. As a representative of your company, dress accordingly. Invest in business casual attire. If you work as a receptionist at a store (such as a fashion store), consider purchasing some of the store's clothing and wearing it to work. Stick to more conservative trends unless you work for a company where fashion, trends, or other factors are prioritized.

• Review the company's dress code policy. Your company might allow casual clothing, but remember, avoid dressing too casually (sweatpants should be banned at the workplace).

• Always be ready to take on new tasks or perform monotonous duties. Flexibility will help you go far.
• Check with colleagues to see if they need assistance. Building friendships through helping others is more effective than creating enemies through complaining.
• Always remember who pays your salary and show them respect.
• Be kind to your manager and find out if you can assist them during your free time.
• Write down the messages from customers in a separate notebook and provide a copy to the recipient. You may also use a diary or any other method that allows you to easily review information, especially when it helps you remember someone's name or phone number.
• Handling mail is often a receptionist’s responsibility, so on your first day, learn where the mail is sent from, the mail carrier, and the delivery times.
• Avoid bringing personal issues to work – including personal calls and emails. Your company’s IT department might monitor your computer activities.
• Find a replacement when you need to take a bathroom break, attend a meeting, take time off, or eat lunch. This will prevent inconveniencing others by making them wait for you.
• Always maintain a neat and tidy appearance.
• Always show courtesy, even to difficult customers.

• Never engage in an argument with a caller or a customer. Direct them to a supervisor. However, if the person the customer is trying to reach is unavailable, suggest they leave a message in the voicemail. Sometimes, the supervisor or manager may also be unavailable to handle the situation. These are actions you can take as a receptionist.
• Never say "I don’t do XYZ." Doing so can quickly lead to termination.