Basic Tips for the Beginning Receptionist

1.UNDERSTAND THAT YOU ARE THE “HUB” OF COMMUNICATIONS.
Remember that this is very often an “entry level” position, but don’t be fooled into thinking that it is not important. It is actually a very demanding job in most offices, and how you handle it will solidify your position as an “up and comer” in the company. You will have ample opportunity to use this position to your benefit, such as:

a. You’ll gain a deeper insight into all areas of the company and how they work (which will help you determine “where” you want to go in the company).

b. You’ll eventually meet everybody who is anybody both within and outside the company (which will give you a chance to get to know the people who can get help you into your next position).

c. You’ll have a bird’s eye view of what is going on in the company, and, if you are observant and forthcoming, you can position yourself as the “go to” person when others in the company feel “the right hand doesn’t know what the left hand is doing.”

d. You’ll be in a unique position to creative-problem-solve in a way that will make everyone’s lives easier. Most “systems” are developed by default. If you come up with a quicker, more efficient and/or more sensible way to move information and/or get a task done, you’ll be appreciated by everyone whose life you have made easier as a result.

2.DRESS FOR THE JOB YOU WANT, NOT THE JOB YOU HAVE.
You ARE the FIRST IMPRESSION MAKER for the company, and your bosses have likely had to “have a talk” with your predecessors about their appearance at one point or another. It WILL BE NOTICED that you are always dressed appropriately. When in doubt, always dress “above your pay grade” for the first week until you get a sense for the “style” of the office.

3.NEAT AS A PIN.
As important as and sometimes harder to do than dressing for success, keeping your workspace neat is another “first impression DO.” Make no mistake, you’re going to have piles, and you’re going to have lots of projects in various stages of completion. Whatever you can do to organize them and create the appearance that you’ve “got it all under control,” you should do. Make lists. Use post-it notes. Utilize any computer programs your office provides. Learn to prioritize. Find places to store “projects in progress” that are out of sight, BUT NOT OUT OF MIND, while you are awaiting the next piece of the puzzle. Sometimes you’re going to feel like it’s all spinning out of control. But LOOKING LIKE all your ducks are in a row is sometimes half the battle.

4.PROJECT SELF-CONFIDENCE.
Let’s face it; we’re all intimidated the first day at a new job. When in doubt, watch the bosses and employees around you, and select the most comfortably confident (not overbearing) person as a role model and work on emulating their behavior. Take note of how they greet both familiar faces and fresh introductions.

5.ASK FOR HELP.
Sometimes you’re just going to be overwhelmed. All of your co-workers have been new and can sympathize with your position. Most of them will be eager to share their wisdom and to hop in and show you the ropes just to get out of their daily rut for a bit. Jealous co-workers can often be “toned down” with an oblivious plea for access to their wisdom, (although it’s got to be a believable and sincere request.) Remember, nobody expects you to “get it” day one or even week one.
 
6.WHATEVER YOU CAN DO TO MAKE THE BOSSES (and co-workers) LIVES EASIER.
This is more of a long-term strategy, really. From day one, however, you can be on the lookout for these opportunities. And, being the person who “mans the phones” will give you ample opportunity once you know your job. Here is a good example of opportunities you’re looking for:

a.KEEP UNSOLICITED SALES PEOPLE OUT OF THE BOSSES OFFICE. How will you know? Sales people generally don’t want to identify themselves or their companies. Always, always, get the name and company (if applicable) of the caller before passing it along. If a caller declines to identify, then the person they want is “unavailable” but “I’d be happy to take a message.” When in doubt, ask the caller, “Will so-and-so know the nature of your call?” Then, at least, when you buzz the boss, you can say, “It’s April May from June Associates about your Doctor’s appointment tomorrow.” Remember NEVER TO BE SHORT OR RUDE, even if you think it is a sales call. Always be courteous and kind, but firm and insistent. “I understand, Mr. Jones, but Ms. Smith expects me to screen her calls and I will be chastised if I give her a call and don’t identify the caller and company. “

b.CATCH THE QUESTIONS “YOU CAN ANSWER” AS OFTEN AS POSSIBLE. Sometimes, people are asking for the “person they know” at the office, because they don’t know who will be able to answer their question. Sometimes, they have no idea who to ask for. Sometimes, the person with the answer they need is you, but they just don’t know it yet. This is another example of why it is so important to ask who is calling and the nature of their call. The staff will come to know (because their clients and associates will tell them) and will definitely appreciate that you’ve weeded these unnecessary and time-stealing exchanges from their day. Just be careful you don’t give any sensitive, private, or proprietary information out in your desire to be helpful.

7.KEEP YOURSELF BUSY.
There will be times when you are overwhelmed with projects and deadlines. There will also be times when you are all caught up. As much as you’d like to reward yourself with a Vogue magazine article and manicure minute, you’ll be doing yourself a service if you do one of two things:
a. Ask your co-workers if there’s something you can help them with. Maybe they are overwhelmed and there is some research or clerical task they usually do themselves that they would really appreciate you for right now. Maybe there is something they could train you on as they work on it so that you can be familiar with it in the future. Even if there’s nothing you can do, you’ve still earned brownie points, and they are like currency in an office.

b. Take up a pet project. Make sure it benefits the office in some tangible way. Ideas: Old form that’s been copied and re-copied and recopied again because it’s not on anybody’s computer anymore? Be the person who designs a new one. Noticed that there could be a better protocol for an office system? Write up a memo to the boss detailing your ideas for a better one.

8.TAKE NO FOR AN ANSWER.
You’re going to have ideas. You’re going to share them. Some of them will be accepted and some of them will not. It’s ok to ask, “why?” if you’re asking it to better your understanding of a situation, but ask it only once, and accept it. Trust that the boss has been there long before you, has seen a few things go down and has his or her “reasons” for the response.

9. SMILE.
It bears repeating that you are the FIRST IMPRESSION MAKER for your office. Don’t just reserve your pearly whites for visiting dignitaries; a friendly greeting opens minds AND doors with clients, vendors, staff, AND supervisors.

-RW