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Providing Reception Services

Reference
K/506/7677
Level
Level 2
Credit Value
6
Guided Learning Hours
48
 


Learning Outcomes Assessment Criteria
The Learner Will The Learner Can
1

Know the purpose of reception services.

  • 1.1 - Explain the purpose of the receptionist role as a first point of contact between the public or client and an organisation. 
  • 1.2 - Explain the tasks undertaken by a receptionist.
  • 1.3 - Explain the purpose of presenting a positive image of self and the organisation.
  • 1.4 - Explain how to present a positive image of self and the organisation.
2

Know the procedures to be followed when providing reception services.

  • 2.1 - Describe the structure and lines of communication in an organisation.
  • 2.2 - Explain how the structure in an organisation affects lines of communication.
  • 2.3 - Explain the purpose of different procedures in a reception area, to include: 
    a) entry
    b) departure
    c) security
    d) confidentiality and own responsibilities.
  • 2.4 - Explain how to carry out different procedures when providing reception service, to include: 
    a) entry
    b) departure
    c) security
    d) confidentiality and own responsibilities.
  • 2.5 - Explain the purpose of health and safety procedures when providing a reception service, including own responsibilities.
  • 2.6 - Explain how to carry out health and safety procedures in a reception area.
  • 2.7 - Describe the emergency procedures and own role within them.
  • 2.8 - Describe organisational procedures for: 
    a) dealing with conflict
    b) dealing with complaints
    c) dealing with difficult visitors.
  • 2.9 - Explain ways of dealing with problems, identifying when to refer or escalate them to a colleague or line manager.
  • 2.10 - Describe why it is important to be polite when refusing entry.
3

Know how to achieve effective communication with visitors.

  • 3.1 - Describe the need for accurate and relevant information to be communicated to visitors.
  • 3.2 - Describe methods of receiving information from visitors.
  • 3.3 - Describe methods of giving information to visitors.
  • 3.4 - Describe the limits of own personal authority relating to providing information.
  • 3.5 - Describe the importance of providing visitors with opportunities to communicate openly.
  • 3.6 - Outline the importance of confidentiality when dealing with visitors.
4

Be able to achieve effective communications with visitors.

  • 4.1 - Obtain information required from visitors in accordance with organisational procedures. 
  • 4.2 - Give relevant information to visitors to meet their needs.
  • 4.3 - Communicate information in a format that is appropriate to the situation.
  • 4.4 - Confirm personal authorisation to give the information provided.
  • 4.5 - Refer to colleagues or line manager for support where there are difficulties in communicating effectively with visitors.
  • 4.6 - Identify weaknesses with own personal communication skills.
5

Be able to provide a reception service.

  • 5.1 - Present a positive image of self and the organisation. 
  • 5.2 - Respond to telephone calls in accordance with organisational standards.
  • 5.3 - Follow entry and exit security procedures.
  • 5.4 - Follow relevant health and safety procedures.
  • 5.5 - Deal with problems that occur, escalating to line manager or referring to colleagues where necessary.
  • 5.6 - Follow organisational procedures in the event of an accident or an emergency.
  • 5.7 - Maintain a clean and tidy reception area.
6

Know security procedures when handling mail or packages.

  • 6.1 - Explain the purpose of security procedures for handling mail or packages.
  • 6.2 - Give examples of security procedures for handling mail in the organisation.
  • 6.3 - Describe the types of problems that may occur with incoming and outgoing mail, including how to deal with them.
7

Be able to resolve, report or refer problems that may occur in handling mail or packages.

  • 7.1 - Identify where a problem may exist with incoming or outgoing mail or packages. 
  • 7.2 - Resolve, report or refer problems with incoming or outgoing mail or packages.

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