Welcome

Introduction
The receptionist is often the employee most visitors to the council see first. Receptionists work in all council buildings and it is important for them to be friendly and welcoming - their attitude can affect a visitor's perception of the entire organisation.

Work Environment
Most receptionists work behind reception desks in the foyer area of council buildings. Sometimes they may be required to wear a uniform.  Receptionists are likely to work a standard 37-hour week, although in some cases they may be asked to work particular shift patterns covering evenings and weekends.

Daily Activities
Duties may vary according where you work and in which building or department, however you may be involved in some or all of the following tasks:

• opening and closing reception with inherent security considerations; 
• greeting visitors, taking their names and checking who they have come to see;
• ringing the appropriate person to let them know their guest has arrived; or if they are unexpected visitors, that someone is waiting to see them;
• signing visitors in when they arrive and out when they leave;
• issuing visitor security badges;
• operating a security door into reception, which will ensure that only authorised personnel gain entry;
• answering and re-directing phone calls, both from inside the building and externally;
• taking messages for council employees who are not in the building or at their desk;
• signing for parcels and packages delivered to council staff;
• helping with mail allocation and/or distribution;
• ensuring that the reception area is kept clean and tidy;
• administrative and secretarial duties such as typing letters and updating records;
• booking taxis and couriers;
• taking bookings for meeting rooms;
• ordering stationery.

Skills & Interests
Receptionists need to be:

• friendly, with a welcoming manner;
• excellent communicators with a wide range of people;
• able to pass on messages clearly and succinctly;
• able to keep calm under pressure, for example, when phones are ringing and people are waiting at the reception desk;
• good organisers, with the ability to prioritise tasks;
• adaptable and able to switch from one task to another as the need arises;
• professional, with good customer service skills;
• able to use a computer competently;
• able to converse in the Welsh Language.

Entry Requirements
There is no set entry route into reception work. Often, previous experience in a customer service environment and personal attributes such as enthusiasm and good communication skills are more important than qualifications.  However, most employers will want a good general educational background, such as GCSEs/S grades or equivalent, including English and maths.  It may be possible to work towards N/SVQs or Apprenticeships in Business Administration or Customer Service once employed.

Future Prospects & Opportunities
There is no one promotional route to be followed from this role - a job as a receptionist is a good way to build up a variety of skills, which could lead you into a number of areas. You may decide to move into an administrative role within a specific department, or to develop a career in customer services.

Further Information & Services
European Computer Driving Licence Foundation www.ecdl.com
Institute of Customer Service www.instituteofcustomerservice.com

You may find further information about this area of work through Careers Wales (www.careerswales.com/) or in your local library, careers office or school careers library.