This effective receptionist and front desk manager training course aims to fulfil the following objectives:

• Develop face of the office- the receptionist- for the clients
• Ensure distinguished first impression on the client either visiting the premises of the business or making phone calls
• Enhance the productivity at the office by filtering visitors and phone calls
• Prepare an organized and comprehensive view of the clients in the order of their importance
• Maintain durable long-term relationships with the clients
• Anticipate client needs and act accordingly
• Increase efficiency through conflict resolution skills

CONTENT

Introduction to the Role of a Receptionist

• Front office operations
• Types of receptionists in different industries
• Essentials of being a receptionist
• Role as the gatekeeper- screening of guests and calls
• Use of technology

Interaction with the Clients

• Welcoming message
• Recognising the client’s need
• Waiting time

Handling the Calls

• Taking messages
• Filtering the calls
• Routing the calls
• Scheduling appointments

Communication Skills

• Intent of communication
• Mode of communication
• Recognising communication networks
• Oral communication
• Written communication
• Barriers to effective communication
• Listening skills

Body Language and Appearance

• Non-verbal communication
• Etiquettes
• Gesture clusters
• Appropriate dressing

Administrative Skills

• Time management
• Handling pressure
• Developing oversight
• Clerical skills
• Organizational skills
• Customer service
• Multi-taking

Developing Relationship with Clients

• Acknowledging the client
• Check in frequently
• Feedback
• Ensuring fulfillment of client’s needs
• Ensuring confidentiality

Conflict Resolution

• Handling difficult guests
• Negotiation techniques
• Problem solving approach

FOR WHOM:

Receptionists, front desk assistants, office clerk, office manager, office secretary, administrative assistant, Front office managers.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

This course is available in the following locations:

Nigeria - $5000
Rwanda - $7000
UK - $8000
USA - $8000