company policies
The set of rules that govern the activity of a company.
Receptionists are responsible for the reception area of a business. They answer the phone, greet guests, pass information, respond to inquiries and instruct visitors. They are the first point of contact for clients and customers.
Competences and skills
35 ESCO relationsEssential knowledge 2 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencescustomer service
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
Cross-sector
0 competencesNo competences in this bucket.
Essential skills and competences 11 competences
Occupation specific
1 competencemaintain reception area
Organise and maintain the reception area, including hygiene, to keep up appearances for incoming guests and visitors.
Sector-specific
1 competencemaintain logbooks
Maintain the required logbooks according to practice and in established formats.
Cross-sector
9 competencesadhere to organisational guidelines
Adhere to organisational or department specific standards and guidelines. Understand the motives of the organisation and the common agreements and act accordingly.
administer appointments
Accept, schedule and cancel appointments.
communicate by telephone
Liaise via telephone by making and answering calls in a timely, professional and polite manner.
communicate verbal instructions
Communicate transparent instructions. Ensure that messages are understood and followed correctly.
communicate with customers
Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
disseminate internal communications
Disseminate internal communications using the different communication channels that a company has at its disposal.
disseminate messages to people
Receive, process, and pass messages to people coming from phone calls, faxes, postal, and emails.
greet guests
Welcome guests in a friendly manner in a certain place.
use microsoft office
Use the standard programs contained in Microsoft Office. Create a document and do basic formatting, insert page breaks, create headers or footers, and insert graphics, create automatically generated tables of contents and merge form letters from a database of addresses. Create auto-calculating spreadsheets, create images, and sort and filter data tables.
digital
Optional knowledge 2 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
1 competenceoffice administration
The paperwork processes related to the administrative areas of an office environment. The activities or processes may include financial planning, record keeping and billing and managing the general logistics of an organisation.
Cross-sector
1 competenceaccounting techniques
The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
Optional skills and competences 20 competences
Occupation specific
1 competenceassist at check-in
Help guests and visitors with their check-in and show them their accommodation.
Sector-specific
4 competencescheck tickets at venue entry
Ensure that all guests have valid tickets for the specific venue or show and report on irregularities.
file documents
Create a filing system. Write a document catalogue. Label documents etc.
digital
handle mail
Handle mail considering data protection issues, health and safety requirements, and specifications of different kinds of mail.
issue sales invoices
Prepare the invoice of goods sold or services provided, containing individual prices, the total charge, and the terms. Complete order processing for orders received via telephone, fax and internet and calculate the customer’s final bill.
Cross-sector
15 competencesdeliver correspondence
Distribute mail correspondence, newspapers, packages and private messages to customers.
develop documentation in accordance with legal requirements
Create professionally written content describing products, applications, components, functions or services in compliance with legal requirements and internal or external standards.
handle customer complaints
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
handle petty cash
Handle petty cash for minor expenses and transactions required for the daily running of a business.
keep personal administration
File and organise personal administration documents comprehensively.
maintain correspondence records
Sort correspondence and attach previous records or files of correspondence with incoming mails.
organise facilities for office personnel
Manage the booking schedule for conferences and meetings of internal or external nature. Shop around and book reservations for travelling or hosting for office personnel.
process booking
Execute a booking of a place according to client's requirement in advance and issue all appropriate documents.
- Scope note
- Includes booking room in a hotel, seat in a plane etc. Does not necessarily include finalising payment, as the payment can be postponed or invoiced.
process data
Enter information into a data storage and data retrieval system via processes such as scanning, manual keying or electronic data transfer in order to process large amounts of data.
digital
process payments
Accept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attention to safety and the protection of personal data.
register visitors
Register visitors after greeting them. Distribute any required identification badges or safety devices.
respond to customers' inquiries
Answer customers' questions about itineraries, rates and reservations in person, by mail, by e-mail and on the phone.
screen clients
Check the personal information of clients and make sure they are not on any blacklist or registered for any severe offences.
use different communication channels
Make use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.
use office systems
Make appropriate and timely use of office systems used in business facilities depending on the aim, whether for the collection of messages, client information storage, or agenda scheduling. It includes administration of systems such as customer relationship management, vendor management, storage, and voicemail systems.