1. Training Manual:
How to run a Front Desk.
What to do and What not to do.

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Table of Contents
I. Introduction page 3
II. Attitude and Appearance page 4
III. Answering Phone Calls page 5
IV. Organization Skills page 6
V. Customer Service page 7
VI. Confidentiality page 8
VII. References page 9

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I. Introduction
This manual is a basic understanding of front desk procedures. This will help demonstrate
and teach you the importance of running a front desk. What to do and what not to do. Every
workplace is different and has their own set of rules, but it is important to follow these
procedures to become a successful receptionist. When you think of a front desk setting you
picture a woman sitting behind a desk answering phone calls and greeting customers. While this
is true, this is not all that they do. A job like this requires excellent multitasking skills. You need
to be able to answer the phone as well as greeting customers/visitors coming in and out of your
office or lobby area. File documents, and keep your desk organized while handling multiple
tasks. Your work area may not be as busy all the time but you are expected to show your work
ethics in any type of setting.

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II. Attitude and Appearance
A first impression is important! You are the first person anyone sees as they walk into the
office or lobby. As everyone likes to say “You are the face of the company”. No matter who you
work for, it is professional to always sit up straight. Slouching, kicking your feet up, or even
leaning against the desk looks unprofessional and people will automatically think you dislike
your job. Whether you dislike your job or not, it is never ok to show it (see page 7). You may not
know it, but your facial expressions shows a lot. Always keep a positive energy and smile to
every individual.
Your appearance demonstrates your look. It is important to dress according to the work
place. There is no need to buy expensive clothing, but what you wear must be clean, neat, and
pressed. For women, nails should be an appropriate length; your hair should always be done, and
you should always have the correct jewelry matching your outfit. For example, do not wear a
sports watch with a casual dress. For men, facial hair should always be clean and cut
appropriately, and all clothing should be freshly pressed. As for cologne for men and women, it
should be at a minimum level. Take consideration of the people who may find strong cologne
disturbing. The most common dress attire that most businesses prefer is Business Casual.
Women Men

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III. Answering Phone Calls
Given the title that you have, when answering the phone, you must remember to speak as
loud as if the person were directly in front of you. You do not want to speak low where the other
person is consistently asking you to repeat yourself. Most businesses require you to answer the
phone stating the name of the company, followed by your name, and ending it with “how may I
help you” or “how may I direct your call”. Here’s an example: Thank you for calling ____ this is
____ speaking, how may I help you. Depending on the business that you are working for, they do
not all ask for the same routine; however you are there to help incoming callers.
Making personal calls at the front desk is prohibited unless it’s an emergency. You
should not be making personal phone calls while on the clock. People walking in the office
should have your undivided attention unless you are on the phone for business purposes only.
If you’re on the phone as guests arrive, simply give them a smile to let them know you’ve
acknowledged their presence, and let them know you will be right with them, and offer them a
seat. Being polite and courteous is an excellent skill to be demonstrated at the front desk.

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IV. Organization Skills
When you think of organization skills, you often think of keeping papers and files organized
so that you can find them easily. While that may be true and a very important factor of
organization skills in the front desk, it’s not the only thing. When guests are walking in and out
of the office or lobby, it is correct you are the first person they see, but they also see your desk!
Your desk should be clear of any files or documents that are stacked up in a pile. There
absolutely shouldn’t be personal information lying around your desk if it is not being worked on.
Confidentiality is an important aspect of a business (see page 8). Supplies should always be filled
if necessary. Your lobby or waiting area should always be clean at ALL times. This means you
are to keep any magazines stacked neatly, any trash needs to be picked up off the floor, and hand
sanitizer should be visible. Not only does the front area need to be organized for you, it should
look organized for the visitors for a good impression. Below you will find a picture of how a
front desk should always look.

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V. Customer Service
Every visitor coming in the office or lobby should be greeted respectfully. They should
know that you have their full undivided attention as they speak and ask you important
questions. Asking them “how can I help you today” is a respectful way of knowing why
there are there. In a waiting area there should be magazines, flyers, and booklets, anything
for the visitors to keep themselves occupied as they wait. Be sure that all the staff is
available, we don’t want visitors waiting for a long period of time. Keeping them posted of
anyone who is available or who will see them in the next five minutes is a good way of
showing customer service.
Briefly described in page 4 corresponding to attitude and appearance, that plays an
important role in customer service. If you are having a bad day, never take your anger out
on visitors. A small change in tone is noticeable at any given time, so be sure that no matter
what the problem may be it is to never be shown to the guests. Last but not least, the key to
demonstrating great customer service over the phone is to smile as you speak. A smile says
a lot over the phone as it helps you sound polite and sincere.

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VI. Confidentiality
Confidentiality - a set of rules or promises that limits access or places restrictions on certain
types of information.
Everyone knows how important it is to keep other peoples information disclosed. Whether
the information is documented or said verbally, it should not be visible or heard by other people.
Disclosing personal information that is not your own is extremely prohibited not just only as a
receptionist, but at any job you may have. Leaving other peoples personal information out in the
open is strictly prohibited. Also be sure that if you receive a phone call asking about someone’s
information, that you have the appropriate documents to release this information. If not, you
need to speak with someone ahead of you to get confirmation of releasing this information.
Always cover your behind, anything can happen in a workplace to cause you to lose your job due
to lack of understanding to confidentiality.

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VII. References
Blake, Irene A. "Ways to Keep Confidential Information Safe at a Reception Desk." Ways to
Keep Confidential Information Safe at a Reception Desk. Web. 01 Mar. 2016.
Hamlett, Christina. "Front Desk Tips." EHow. Demand Media. Web. 01 Mar. 2016.
Joseph, Chris. "Customer Service Tips for a Front Desk." Customer Service Tips for a Front
Desk. Web. 01 Mar. 2016.
Rouse, Margaret. "What Is Confidentiality? - Definition from WhatIs.com." WhatIs.com.
Sept. 2008. Web. 01 Mar. 2016.