1. Personal presentation

• Personal appearance - appropriate attire
• Physical behaviour - what is the receptionist doing?

2. Display your name

• Presents professional image - on counter or desk

3. Clean and organised workspace

• First impression of the organisation
• Message if unattended
• Confidentiality
• Information available quickly

4. Professional greeting

• Immediate acknowledgement
• Eye contact, smile
• Note visitor's name

5. Acknowledge multiple visitors

• Nod, smile
• Briefly interrupt conversation with other customer, visitor

6. Respect everybody

• Clients, senior managers, staff, suppliers
• Putting everyone first

7. Good communicator

• Speak clearly, warmly
• Active listening - eye contact and summarise

8. Willingness to help

• Service role
• Take responsibility
• Positive attitude

9. Manage waiting period

• Ensure suitable reading material available
• Offer water, coffee
• Check with person required and keep visitor informed

10. Avoid pet hates

• Personal phone calls
• Putting down the organisation, its products, people, systems, services
• Indifference to people waiting