Etiquette of a Front Office Receptionist

Etiquette of a Front Office Receptionist

by Kate McFarlin

A front office receptionist is often the first face visitors to your offices see.

They are largely responsible for the first impression people have about a company. The demeanor of a front office receptionist is vital to company operations, and the receptionist’s level of courtesy can have far-reaching consequences. Proper training for this role is essential, as well as clearly outlining what is expected of the employee throughout her workday.


The appearance of a front office receptionist is important, and a dress code should be enforced. His personal hygiene must be well attended to, and his overall grooming should be neat and orderly. If your company has a casual dress code, it should be noted that certain pieces of clothing are not appropriate, such as shorts, short skirts and revealing tops). If the person has tattoos, these should be covered up.

Phone Conversations

A front office receptionist should respond quickly to phone calls and answer callers with enthusiasm in a professional manner. Receptionists should be discouraged from unprofessional behavior such as chewing gum or eating during calls, leaving callers on hold for an excessive period, being short with people even during hectic times as well as keeping personal conversations to a minimum.

Customer Relations

A front office receptionist should also be well schooled in handling different types of customers. It’s easy to deal with pleasant people, but when it comes to irritated or angry customers, all reason may fly out the door. Train a receptionist in handling difficult customers and provide a set protocol that they can follow when this occurs, such as giving the customer a discount to make her happy or getting her in immediately to talk to a manager.

Electronic Communication

As more companies rely on email for interoffice and public communication, it has become more important for front office receptionists to work on their e-skills as well. They should be instructed on the proper way to answer emails as well as given a time frame for responses. In addition, they should be educated on what is considered to be appropriate for email correspondence within your company. Professionalism should be maintained at all times, especially when dealing with the public.


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