211 K U
Unit 211 – Provide Reception Services
211.1 Understand the purpose of reception services in a business environment
Assessment Criteria
1.1.
Explain the purpose of the receptionist role as the first point of contact between the public / client and an organisation
A. The receptionist is who the customer meets/speaks to first therefor needs to give a good impression of the company, they need to appear very professional. This can be portrayed in many different ways including personal appearance and how you are seen to act towards clients. If on the front desk then when anybody comes in they will see you first, you will need to be seen as mature, initiative and show that you have respect for other employees and the client basis.
1.2.
Explain the purpose of presenting a positive image of self and the organisation
1.3.
Explain how to present a positive image of self and the organisation
211.2 Understand the procedures to be followed when providing reception services
Assessment Criteria
2.1.
Describe the structure and lines of communication in an organisation
2.2.
Explain how the structure in an organisation affects lines of communication
2.3.
Explain the purpose of entry, departure, security and confidentiality procedures, including own responsibilities
2.4.
Explain how to carry out entry, departure, security and confidentiality procedures in a reception area
2.5.
Explain the purpose of health and safety procedures when providing a reception service, including own responsibilities
2.6.
Explain how to carry out health and safety procedures in a reception area
2.7.
Describe the emergency procedures and your role within them
2.8.
Describe the types of problems that may occur with visitors including, conflict and aggression
2.9.
Explain ways of dealing with problems and when to refer them to an appropriate colleague
211.3 Understand ways of improving reception services and developing own role
Assessment Criteria
3.1.
Explain the purpose of suggesting
211.1 Understand the purpose of reception services in a business environment
Assessment Criteria
1.1.
Explain the purpose of the receptionist role as the first point of contact between the public / client and an organisation
A. The receptionist is who the customer meets/speaks to first therefor needs to give a good impression of the company, they need to appear very professional. This can be portrayed in many different ways including personal appearance and how you are seen to act towards clients. If on the front desk then when anybody comes in they will see you first, you will need to be seen as mature, initiative and show that you have respect for other employees and the client basis.
1.2.
Explain the purpose of presenting a positive image of self and the organisation
1.3.
Explain how to present a positive image of self and the organisation
211.2 Understand the procedures to be followed when providing reception services
Assessment Criteria
2.1.
Describe the structure and lines of communication in an organisation
2.2.
Explain how the structure in an organisation affects lines of communication
2.3.
Explain the purpose of entry, departure, security and confidentiality procedures, including own responsibilities
2.4.
Explain how to carry out entry, departure, security and confidentiality procedures in a reception area
2.5.
Explain the purpose of health and safety procedures when providing a reception service, including own responsibilities
2.6.
Explain how to carry out health and safety procedures in a reception area
2.7.
Describe the emergency procedures and your role within them
2.8.
Describe the types of problems that may occur with visitors including, conflict and aggression
2.9.
Explain ways of dealing with problems and when to refer them to an appropriate colleague
211.3 Understand ways of improving reception services and developing own role
Assessment Criteria
3.1.
Explain the purpose of suggesting