FRONT OF HOUSE
CELEBRATE REMARKABLE SERVICE IN FRONT OF HOUSE EVERY DAY
With receptionists up and down the country celebrating National Receptionists’ Day on May 13th, Julie Hulme, Business Development Manager for the FM Sector at telephone answering specialist Moneypenny, explores the value of a great receptionist and how easy it can be to trip up when it comes to this fundamental front of house function.
National Receptionists’ Day is the one day of the year when businesses of all kinds are encouraged to celebrate the remarkable service their receptionists provide. It’s a day to bring into sharp focus this highly important element of the daily business function. To run an effective front of house though, receptionists need to be recognised and valued every day, as without their role in the central hub, so many other pieces in the daily business jigsaw are in danger of falling apart.
A receptionist is very often the first person a client either meets in person or speaks to on the telephone before they have had any other contact with the rest of the business, as well as the person co-ordinating many internal demands. With two requests rarely the same, getting each and every contact right first time is critical, not only to the overall smooth-running of the core function, but to the ability of any business to succeed, develop and grow.
The person you hire for your front of house reception sets the tone for the rest of your operation, directly affecting the customer experience, your overall reputation and potentially the opportunity for new sales. You are expecting that person to perform so many different roles – meeting and greeting visitors, answering the telephone, handling complaints, sorting out the post and deliveries, dealing with concierge
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requests of all kinds - ordering taxis, arranging meeting rooms and travel, managing buildings – it’s a very long and varying list. There’s a lot at stake with huge potential for missed opportunities and customer service fails if not done well.
The many roles a receptionist is expected to perform, can make it difficult to guarantee each is being delivered to the very best advantage and one is not suffering as a consequence of another.
More and more businesses are taking the pressure off by engaging an outsourced partner to manage the balance. In our case we have seen a 21% uplift in enquiries over the past 12 months from those seeking front of house support. We work with businesses across a diverse range of settings, answering the telephone either on an overflow, or fully outsourced basis, to make sure no call is missed and each receives the best attention, while in-house receptionists juggle the comings and goings of their busy reception area.
A business can be the very best at what it does, yet without a successful front of house, not only can operations glitch, but clients may take away a completely unnecessary negative impression. It only takes a fleeting moment to drop the ball.
A work colleague had an experience which resonated with me recently, in an expensive London restaurant. She
had set her heart on a fancy meal in the lavish surroundings and with her companion excitedly approached the venue, only to be greeted by a “grumpy” and “harassed” front of house manager. He changed the mood of the experience, becoming the topic of conversation, overshadowing the lovely meal that was to follow. He may have just been having an `off’ few minutes and we have no idea what was going on in his work or home life behind the scenes, but what we do know is how experiences like that can make us feel and, as a result, the impression of the business it leaves us with.
A good receptionist not only delivers that all important friendly, personal touch; keeping the operational wheels oiled and perfectly cogged, but has the ability to add great value. Yet it’s a role that’s too often underestimated.
All around us we hear people saying `I’m only on reception’ or `just on the phone’. Well there’s no ‘just’ or ‘only’ about it. Quite rightly National Receptionists’ Day promotes pride and professionalism amongst receptionists for the important role they play within an organisation. Pulling all the strands together; delivering the right response, answering every call and capturing every opportunity through remarkable service, is at the heart of a smart, thriving business.
www.moneypenny.co.uk twitter.com/TomorrowsFM
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