Reception Skills Certification
The Receptionist plays a vital role in creating a positive first impression in any organisation. Good personal grooming and strong interpersonal skills are two attributes, but this role usually incorporates a number of office functions, requiring knowledge, skills and training.
Performed competently, the role often leads to recognition and promotion to positions of greater responsibility.
Comprising 17 easy-to-follow modules, the Reception Skills Certification course is designed to cover every aspect of being a receptionist, including the tasks that a receptionist will have to accomplish, dealing with people, the business environment and the importance of superior verbal and written communication skills.
What’s Covered in the Course?
The modules start by identifying the different types of receptionist and how their roles differ.
Team members will spend time learning about communication skills, with particular emphasis on the art of talking on the telephone and how to leave messages.
Professional and effective communication is a key skill for the receptionist.
The competent receptionist will learn how to use a database, as the storage space for the information that they need to keep track of, as well as how to make bookings and reservations (travel, hotel, restaurant, conference, etc.), which usually forms a key part of the job.
Good organisational and administrative skills are important aspects, as are the sometimes neglected legal responsibilities of the role – from confidentiality of information to health and safety issues.
The receptionist will learn how to run the reception area in a professional manner and how to help their own career to develop, from receptionist to the more responsible administrative positions.
The course ends with modules on teamwork – the receptionist cannot perform effectively, without the support of others – and the role of technology, in providing them with the tools that they need, in order to do their job.
The team member will learn:
- The key roles of a receptionist;
- How to run the reception area;
- How to effectively communicate;
- How to deal with administration;
- How to be a team player;
- How to use technology to their advantage;
- How to handle databases;
- How to make bookings and reservations;
- Organisational skills.
What are the Benefits of the Course?
- A competent and professional front-line presence;
- Easy-to-follow modules, from start to finish;
- The ability to work through the modules at the learner’s own pace and in the comfort of their home;
- An industry-recognised certificate, with full online support during the course.
- What is a receptionist? We will define the nature of the role, and explain exactly what a front of house receptionist is
- How to be prepared for literally anything - one day is never the same as the next
- Being the face of the company - what you need to do, how you need to do it, what you need to wear, and how you need to present yourself
- A general overview of the duties of a receptionist
- The different types of receptionist roles there are in the job market, and why there are subtle differences between them
- Legal receptionists
- Medical receptionists
- Educational institute receptionists
- The principles to create a powerful first impression. How can this be done?
- The principles to confirm how your message comes across. How can you check the message received is the correct one?
- How to use voice, tone, and language to build trust, credibility, and confidence
- How can you identify the customer's needs?
- How to communicate using the tone of your voice and the language you use
- How the lack of body language can sometimes impact on telephone conversations
- The appropriate language to use during a professional telephone call
- Follow up actions after a telephone conversation
- We will reiterate the importance of good quality telephone skills
- What is a formal message?
- What is an informal message?
- The vital nature of confidentiality when taking and sending messages
- What a database may be used for
- Confidentiality in terms of database use
- How to maintain a database in the most effective way
- The kinds of bookings/reservations you may need to do as part of your reception work
- What are routine administrative tasks or procedures? A general overview
- The differences between the duties of a receptionist and the duties of a secretary
- The routine daily administrative tasks you should be undertaking as a receptionist
- What is a filing system, and why is it important?
- What is health & safety?
- Who has the responsibility to ensure health and safety in the workplace?
- What types of accidents or incidents can occur?
- How can we all stay safe during our working hours?
- What is confidentiality, and why is it important?
- Data Protection, and how it affects both you and the workplace
- The consequences of a breach of confidentiality
- How to maintain confidentiality
- What makes a successful meeting/pre-arrangements you need to make
- What is minute-taking? How it is part of a receptionist's job, and how to do it
- How minutes should be presented after the meeting, in terms of format and content
- What arrangements may you need to make in terms of accommodation for meeting attendees?
- What are organisational skills?
- How can you prioritise?
- Scenarios to help you understand how prioritising works in practice
- Time management, how you can make it work for you
- How written and verbal communication differs
- What types of business communication in a written form you may need to use
- Written communication formats
- Formal and informal written communication
- How technology plays a part in administrative work overall
- What types of technology you may need to use
- What software packages you may need to use
- Away from the computer, how most of your daily working life includes technology in some guise
- What is team work?
- How does team work relate to a receptionist role?
- What attributes make a good team player?
- What are the advantages of team work, and are there any disadvantages?
- Why the appearance of the reception area is just as important as personal appearance
- How to make a reception area look welcoming, yet professional
- Small extras which make all the difference
- Reception area maintenance
- The types of receptionist roles you can undertake, with one eye on career progression
- The possible future career roads a current receptionist can take
- The skills you can master during your time as a receptionist, to make you indispensable during your future career choices
- Administrative career roads in more depth
- A reiteration on what reception work is in its most basic form
- Summing up the key skills and attributes a top receptionist should have
- The importance of first impressions - let's sum it all up again!
- How to get into reception work
Who can take the Reception Skills Certification course?There are no entry requirements to take the course.
What is the structure of the course?The course is broken down into 17 individual modules. Each module takes between 20 and 90 minutes on average to study. Although students are free to spend as much or as little time as they feel necessary on each module.
Where / when can the course be studied?The course can be studied study at any time and from any internet connected device
Is there a test at the end of the course?Once you have completed all 17 modules there is a multiple choice test. The questions will be on a range of topics found within the 17 modules. The test, like the course, is online and can be taken a time and location of your choosing.
What is the pass mark for the final test?The pass mark for the test is 70%.
What happens if a user fails the test?If the user doesn’t pass the test first time they will get further opportunities to take the test again after extra study. There are no limits to the number of times a test can be taken.
How long does it take to complete the Reception Skills Certification course?We estimate that the course will take about 10 hours to complete in total, plus an additional 30 minutes for the end of course test.