A receptionist is the first point of contact for anyone visiting or calling a business. From dentists and doctors to accountants and lawyers, you’ll find receptionists manning the front desks, ready to offer a warm welcome to visitors and provide useful help and advice, in person, over the phone, or online. But what exactly does a receptionist do?
First impressions are incredibly important, so the role of the receptionist is critical for creating an excellent customer experience from the get-go.
A good receptionist will have a friendly, approachable persona, greeting visitors with a smile and a cordial greeting.
But the work of a receptionist goes beyond simply meeting and greeting, it’s a busy, multi-faceted job that can be hectic at times, but also very rewarding.
The duties of a receptionist
The work of a receptionist is very varied and you’re always busy. It’s a superb career for anyone who likes to be kept occupied!
Every receptionist position will be a little different, but the list of duties for any receptionist role is likely to include many of the following…
Greeting guests
Perhaps the first image we have in our minds when we think of a receptionist is a smiling face behind a desk as we walk into an establishment, and this of course is one of the most important aspects of the job, representing the organization and being that all-important first contact.
Those initial impressions speak volumes, as we all make our judgments based on those first few moments.
Great service, and a friendly welcome speak volumes, whether we’re visiting an office for a meeting or we’re booking into a hotel.
Directing visitors and assisting them while they wait
A receptionist will also ensure that every visitor to the building knows where they need to go.
This may involve inviting them to take a seat in a waiting area or giving directions to find a particular office or a specific room in a hotel.
They may also call someone within the company to let them know that their guest has arrived for their meeting.
If a visitor is waiting, the receptionist may also offer them refreshments while they wait. It is these extra gestures that add to the positive impression of a business.
A receptionist who goes the extra mile is a valuable asset to any company.
Taking calls and answering emails
A good telephone manner is essential for a receptionist, as the role will usually involve answering the phone.
As a receptionist, you need to be polite, and efficient. It’s important to have a wide-ranging knowledge of the business so you can answer all queries, or know how and where to find the information required quickly.
For some businesses, such as hotels or restaurants, these calls could make the difference between someone making a reservation or opting to go elsewhere. When that’s a booking for a wedding party or a large work event, it could be very valuable business.
But as well as having superb telephone skills, and being able to effectively answer customer queries, a receptionist also needs to have perfect written skills, as nowadays, many inquiries are received by businesses in email format.
A reply from a receptionist that contains spelling or grammar errors reflects negatively on the business so attention to detail when replying in writing is vital for making the very best impression.
Dealing with inquiries
A receptionist will of course also deal with inquiries in person.
Some requests will be expected, such as a hotel guest wishing to book a meal in the on-site restaurant, or someone wanting to change the time of their doctor’s appointment, but sometimes inquiries can come out of left field, so receptionists need to be able to think on their feet and make the right decisions quickly.
Looking bewildered and answering “I don’t know” just doesn’t cut it!
Providing all relevant information
It is the job of the receptionist to ensure that every visitor to the premises is provided with all the information they require while they are there.
It isn’t just a case of answering questions, a good receptionist will provide information that may help a customer, information that they perhaps didn’t even know they might need.
This may be informing a hotel guest of the procedure for booking spa treatments, making a patient aware that there are payment plans available for their medical or dental treatment, or guiding visiting clients to a good restaurant in the area.
The best receptionists are a wealth of information and will go out of their way to offer helpful advice.
Handling mail
Dealing with incoming and outgoing mail may also be one of the tasks that falls to the receptionist.
They will ensure that all correspondence makes its way to the right desk and that all deliveries are transported to the relevant department in a timely manner.
In addition, a receptionist will have the task of fielding the junk mail, so only important, relevant correspondence is passed on.
Administration
There’s no doubt that admin work will play a huge role in the daily duties of a receptionist.
There are always documents to file, data to store, calendars to update, and reports to generate.
A good receptionist will have excellent computer skills and a thorough understanding of a wide range of software systems.
Scheduling appointments or reservations
Keeping track of appointments and reservations is a large part of many receptionist roles.
For hotel and restaurant bookings, spa treatments, clinic or dentist appointments, receptionists need to flawlessly handle the scheduling, getting every detail correct so there are no errors such as double booking, and managing alterations such as time changes or cancellations.
There are a huge number of software platforms that businesses use to manage their customers and appointments, but some of the more common ones you may need experience in are:
- HubSpot – Best for general office receptionists handling customer interactions, scheduling, and follow-ups. It’s free for small teams and offers automation.
- Salesforce Service Cloud – Ideal for larger organizations that need advanced customer relationship management, appointment tracking, and workflow automation.
- Zoho CRM – Great for small to medium-sized businesses, with features for call handling, customer tracking, and automated responses.
- Freshsales – A simple and effective CRM for managing customer interactions, follow-ups, and scheduling.
- Pipedrive – Best for businesses that need a user-friendly CRM for tracking customer inquiries, appointments, and sales.
Handling complaints
All businesses receive complaints at one time or another, and while it’s disheartening, the way in which a company deals with negative comments is incredibly important.
Perceived bad service negatively affects our view of a business, but when that business goes out of its way to put things right, apologizing where necessary and rectifying the error, politely and efficiently, that stands out and we remember those moments.
Part of the role of the receptionist involves diffusing situations, managing complaints, and putting things right so the customer leaves happy.
Receptionists need to be able to keep their calm, they cannot shout back at an angry customer, be sarcastic, or get upset.
A serene demeanor can go a long way when you work as a receptionist. Even when they feel annoyance or anger boiling up inside them, a good receptionist knows how to keep their cool.
What next?
If all this sounds like you and you want to become a receptionist, take a look at some other articles on our blog and considering looking into our receptionist courses and certifications.
