Reception teams are usually your guests’ first point of contact – they are the face and voice of any business brand delivering that vital first impression. Over the years, their role has developed and broadened vastly in line with changes in technology and ways of working. For the modern receptionist, no two days are the same. To honour National Receptionist Day (10 May), Anthony Bennett, co- founder and director of bespoke hospitality provider Bennett Hay provides invaluable tips on best supporting your reception teams.
- Provide excellent guest experience training
Everyone within your company needs to reflect company standards and embody values. To help receptionists achieve this, employers realistically need to invest their time in training their staff and helping them feel at home with their team members. Allowing enough time to train will translate into excellent service, enthusiasm and commitment. In short, without providing adequate training and clear briefing, companies are setting themselves up to fall short of the excellent (and consistent) service they should be providing all year round.
- Allow for growth and creativity
All team members need to feel that they are being challenged and are progressing – whether it’s in the reception, porterage or office services department. People work best when they are allowed to be creative, innovative and individual – harness this and provide opportunities for personal development for your receptionists. Organising events, whether that involves fundraising or lunchtime experiences for other colleagues can be great new ventures for receptionists. Allowing them to take their own initiative, which in turn extends their skills, can do wonders for a business on a larger scale. All these kinds of activities have the potential to turn things around and could help with securing repeat business opportunities. Reception teams can take ownership, for example, of inviting and organising colleague drinks or dinners and compiling and distributing newsletters on upcoming workplace socials and weekend ‘what’s on’ news.
- Find the right fit by choosing wisely
Find the right person for your business, and the right person for the job – someone who can adapt to the changing nature of a receptionist role, is hospitable and welcoming, but also embodies the company values. Reception teams need to provide excellent service to the variety of faces they will come into contact with at the front desk. They should be the most adaptable, self-motivated and independent members of the company, as they’ll need to juggle different tasks and quickly feel at home doing something outside their usual remit.
- Promote health and wellbeing
Much research has been conducted on the adverse health effects of a sedentary lifestyle. Unfortunately, due to the nature of the job, those who work on reception can find themselves seated for the most part of the day. Simple things such as providing filtered water bottles to stay hydrated, having plants in the reception area, which are proven to promote emotional and physical health, and the use of yoga balls during lunch breaks to get blood flowing and renenergise productivity levels, all help improve health and wellbeing – an endeavor businesses should look to incorporate in all departments, including front of house.
Receptionists are a key cog in the business wheel. From the very moment a client enters your building, the receptionist needs to make them feel welcome, to listen to their needs and requirements and to effectively reflect the values of your organisation. Their tasks throughout the day are varied and complex. Businesses should therefore make the most of the day and ensure that their receptionist feels valued and supported in their role. More information on the day can be found by following the Twitter hashtag #NationalReceptionistDay.
