Question

Action taken by the receptionist while routing visitors varies, based on different situations. State any four such situations and explain how the receptionist will act under each situation.

Answer 1

Routing the Visitor: Routing visitors involves different situations. Each situation may require a different action by the receptionist.

Some of the more common situations are given below :

Visitors with appointments: Visitors who have appointments can be handled easily. The receptionist may check a list of the day’s appointments or she may call the secretary of the officer concerned and inform that the expected visitor has arrived. In some cases, the secretary will come to the reception room and escort the visitor to the manager’s room. In other cases, the visitor may be escorted by a peon to the concerned officer’s room.

Visitors without appointments: When a visitor arrives unexpectedly, the receptionist will telephone the proper executive’s office and inform of the visitor’s name and address. Sometimes, such visitors can be seen immediately. In other cases, they may have to wait. In case the visitor likes to wait he should not be forgotten. When the time allotted has passed, the receptionist should call the executive’s office. At that time, the visitor can be taken to the office or any further delay can be explained. If the visitor cannot wait and does not wish to return that day, an appointment for another day may be made through the executive’s secretary. A record of the visit should include the caller’s purpose, his address and his telephone number so that he can be contacted to see him later.

Regular visitors: Regular clients or visitors form a special group whom the receptionist should know well. She should learn who they are and associate their names and faces with the companies they represent. In this case, a friendly greeting is essential.

Visitors who cannot be received: Sometimes, a visitor asks for someone who is out of town or away from the office for some reason. In this case, the receptionist should learn the purpose of the visit and any other information that might prove useful to the company. For example, if an important visitor arrives unexpectedly, he may be asked to see another executive when the person whom he wants to see is not available. In other cases, his telephone number may be obtained so that calls can be made later.

When the executive does not wish to see the visitor, the receptionist should use tact and diplomacy. If she has already told the visitor that the executive is in she must be polite but firm: “I am sorry Mr. Gupta, but Mr. Nair simply cannot see you today.” The receptionist should stick to the point and avoid arguments. In other cases, the receptionist can simply make the excuse, “Mr. Nair is not in his office.”