Purpose
In this procedure, the Receptionist greets a visitor and helps them to transact their business in the office. This procedure starts when the visitor comes into the office.  It ends when the Receptionist has finished the transaction or has handed the visitor over to another Staff Member.
Note:  Any Staff Member greeting a visitor has the role of Receptionist.

Scope
This procedure applies to all visitors to the office.

Background
All visitors to the office, including customers, suppliers and the general public will judge our company by the reception they receive.  They will then, at some stage,  pass on this initial impression to their friends and associates.  The company partly builds its reputation on how it treats visitors to its office.
No matter who enters the office, it is essential to immediately and courteously greet that person and make them welcome.
All staff must know how to correctly receive a visitor. 

Procedure and Rules

Greeting visitors at appointments (all staff)
•	Wear your company name badge, if appropriate, at all times when meeting visitors.
•	Smile, walk up to the visitor and introduce yourself with a handshake. 
•	(If you already know the visitor's name) Greet them by name straight away.  
•	(If you don't know the visitor's name) They will most likely respond with their name when you introduce yourself. In any case, find out their name and use it straight away in your welcoming response.  

Greeting visitors in the reception area (all staff)
•	Wear your company name badge, if appropriate, at all times in the reception area.
•	Say "Good Morning. How can I help you?" in a friendly manner.
•	Do not leave any visitor waiting to receive a welcome. If you are on the phone or having a discussion when a visitor arrives, excuse yourself for a few moments.  Greet the visitor and assure them that you will give them your full attention shortly. 
•	If you are expecting visitors, tell the Receptionist the names and expected times.  This helps the Receptionist to greet them by name and hand them over to you.
•	(Non-reception staff-If you are the first person to see a visitor, or if the receptionist is busy) Greet the visitor as if they have arrived for a meeting.  Follow the role of the Receptionist until the Receptionist is free.  
•	Ask the visitor if they have an appointment and whom they are here to see:
o	(If the visitor does not have an appointment) Ask them how you can help.  Help them with their transaction or hand them over to the most appropriate person.
o	(If the visitor does not have an appointment) Take them into our coffee lounge. Offer them a drink and tell them that you will get the team member they are waiting for.
o	Tell the Staff Member straight away that their visitor is waiting.
o	Tell the visitor that the Staff Member knows they are here, and will be along shortly.
o	Monitor the visitor until the Staff Member arrives, reassuring them and reminding the Staff Member if necessary
Tips
Any tips learnt from previous experiences that should be passed on - delete this section if not needed
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Traps
Any traps to avoid learnt from previous experiences that should be passed on - delete this section if not needed
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