Front Desk Hospitality: First Impressions Count
As a popular sayings goes, "You never get a second chance to make a first impression." The person who occupies the front desk at a business office not only has the responsibility of controlling visitor traffic but also helps set the tone of what kind of service and attention the client might expect to receive.
1. Continuous Staffing
Your front desk should be staffed at all times during business hours. If customers have to wait for an employee to show up or need to go in search of somebody, it gives them a bad impression of your business's level of customer service, and it can inconvenience them if they're in a hurry. Be sure to have a system in place for desk coverage during lunch and breaks.
2. First Impressions/ Appearance
Your front desk is often the point of initial contact for your customer, so it can leave a lasting impression of your business. It's important that you have an employee with a friendly personality manning the desk, and the individual should be well-groomed, cheerful, articulate and not eating or snapping gum. You can even have the person deliver a standard greeting to welcome the customer. Your front desk wardrobe needn't be expensive or the latest fashion, but it should be neat, clean, freshly pressed and project professionalism. Whether or not your office has a formal dress code, what you wear to work should be consistent with the type of services the office provides to its customers. Men and women should both refrain from using too much cologne, having radical hairstyles (unless it's a salon or modeling/acting agency), sporting clothing or accessories that are politically incorrect or offensive, or neglecting basic hygiene.
3. The Telephone
Most offices have policies that dissuade personal phone calls for other than emergency situations. Even if your own office is more liberal about this, it sends the wrong message to walk-in clientele if you're too busy yakking about your diet, your boyfriend, or your life to give them the acknowledgment and attention they deserve. If you're on the phone with an actual client or vendor, it's perfectly acceptable to ask whether he would mind being put on hold or called back. If you're just wrapping up a call, you should always acknowledge the new arrival with a smile, a mouthed "I'll be right with you," and a gesture to have a seat. Your front desk person may also be responsible for handling incoming telephone calls. An unanswered phone signals that you're inattentive. Make sure yours is answered in less than three rings. Appoint a back-up to the host during busy hours. If possible, have a backup plan in place to avoid having the call go to voice mail, like installing a phone system where calls "bounce" to another extension after three rings.
4. Using Customer Names
Train your front desk people to use the customers' name when addressing them. This can make customers feel important, especially if they return on a regular basis. Have your people address individuals as "Mr." or "Ms." unless the customer indicates a different preference, such as being addressed by his first name.
5. Key Job Responsibilities:
§ The job of the host/hostess is to warmly greet every customer who walks through the door. Smiles are mandatory. So is eye contact.
§ No customer should have to stand around waiting to be acknowledged. The host/hostess must be able to provide honest, accurate waiting times. It is better to have customers leave right away than have them leaving in an angry huff after waiting longer than promised. (Which one is more likely to come back again?)
§ Consider your foyer layout - is it apparent to new customers how to proceed from the door? If it's not a straight shot to the desk, place signage that leads customers there.
§ Make a good final impression, too. Every customer should hear a friendly "goodbye" and earnest "thank you" on their way out.
6. Demeanor/Manner
Even if you're having absolutely the worst day of your life, a customer or client should be the last person to know this. Stay pleasant, cheerful, polite and helpful. Taking out your frustrations through anger and discourtesy or unloading your problems on clients as if they were your personal walk-in therapists is likely to lose your company valuable business. If you're too stressed to handle the front desk professionally, you probably shouldn't be at work.
7. Security Issues
Never leave items in plain sight on your desk that could compromise the safety and integrity of the office. This includes office keys, address books, calendars, Rolodex files and personnel documents. Your computer monitor should not be visible to incoming guests. If you have to leave your desk, whatever computer file you were working on should be closed. You should likewise take special care of personal items such as purses and wallets and ensure that they are either on your person or locked in a drawer whenever you are away from your desk.
In everything you do, let customers know you appreciate their business. A warm, welcoming atmosphere helps compensate for the occasional undercooked burger or sluggish service day.
(Source: Internet)
