The Front Desk Receptionist Training Manual – A Cheat Sheet for Success

Without the right resources, it can be easy for a receptionist to become overwhelmed, which can impact the customer experience. A front desk receptionist training manual can serve as a guideline and point of reference that covers everything from how to answer phone calls as a receptionist to how to handle frustrated or irate customers and everything in between.

When your front desk team has access to a manual, they will be able to perform their job more confidently and deliver a more consistent experience with every interaction. Think of it almost as a cheat sheet for success.

If you’re in the process of developing a front desk receptionist training manual and could use a little guidance, here are a few things to keep in mind.

General Performance Expectations

Before delving into work duties and responsibilities, your front desk receptionist training manual should clearly outline what the general expectations are for the role. For instance, you might include the following as a baseline:

• Dress and present yourself in a professional manner
• Office must be unlocked and open for business at 8am promptly each morning
• Arrive prepared to work
• Maintain a positive, courteous attitude
• Ensure that someone is at the front desk workstation at all times
• Limited personal phone calls and/or visits may be held during breaks and must be away from the reception area
• No personal cell phones, ear buds, web surfing, texting or instant messaging allowed
• Eating at the reception desk is prohibited

Daily To-Do List

The next section of your front desk receptionist training manual should include details about the daily activities that the receptionist is expected to perform. Some general examples of these duties may include:

• Check voicemail messages and email inbox throughout the day and forward/respond to messages accordingly
• Ensure that copy machines, fax machines and printers are functioning, loaded with paper and free of any jams
• Check fax machine regularly throughout the day
• Answer incoming phone calls in a professional, courteous manner, redirecting as needed
• Greet visitors with a friendly, welcoming tone and direct them to the appropriate parties
• Receive, sort and distribute incoming mail and packages
• Schedule pick-ups for outgoing packages and log/track accordingly

You may get as detailed as you wish in this section. In fact, the more information you provide, the better your front desk team will be able to perform their job duties. For instance, you might expand on each section, going into detail on things such how to answer phone calls as a receptionist, how to process mail, where certain calls or visitors should be directed, etc.

Feel free, also, to add to this list based on the specific responsibilities of your front desk team. The list provided here is meant to serve as a baseline for your front desk receptionist training manual, upon which you can build and expand.

Customer Service

One of the most important roles of a receptionist is providing customers with exceptional service. After all, your front desk is often the very first impression a customer will get of your business, so it’s important to get it right. That’s why it’s wise to include a section on customer service in your front desk receptionist training manual. This will ensure that your front desk team knows precisely what’s expected of them so that they can consistently deliver the same high-level service with every interaction.

This section might include specifics, such as the following:

• Calls should be answered within three rings
• All call should be answered with the appropriate greeting (you can provide a script if desired)
• Callers should never be left on hold for longer than one minute without an update on status
• Messages should be repeated back to the caller and expectations on next steps should be set
• In-person visitors should be greeted warmly and directed to the appropriate party
• If there is a delay, visitors should be directed to the waiting area and offered refreshments (if applicable)

Again, this section of your front desk receptionist training manual can be built upon and customized based on your particular business needs.

Conclusion

If you want your front desk team to represent your business well, providing them with all the information they need to do their jobs effectively is imperative. Creating a comprehensive front desk receptionist training manual that includes guidelines like the ones provided above will set them up for success, which will ultimately pay off for your business in the long run.

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