Receptionist Overview

Receptionists perform administrative tasks, such as answering phones, receiving visitors, and providing general information about their organization to the public and customers.

Receptionists typically do the following:

• Answer telephone calls and take messages or forward calls
• Schedule and confirm appointments and maintain calendars
• Greet and welcome customers, clients, and other visitors
• Check visitors in and direct or escort them to specific destinations
• Inform other employees of visitors’ arrivals or cancellations
• Enter customer data and send correspondence 
• Copy, file, and maintain paper or electronic documents
• Handle incoming and outgoing mail and email

Receptionists are often the first employee of an organization to have contact with a customer or client. They are responsible for making a good first impression for the organization, which can affect the organization’s success.

The specific responsibilities of receptionists vary depending on where they work. Receptionists in hospitals and doctors’ offices may collect patients’ personal information and direct patients to the waiting room. Some may handle billing and insurance payments.

In beauty or hair salons, they schedule appointments, direct clients to the hairstylist, and may serve as cashiers.

In factories, large corporations, and government offices, receptionists also may provide a security function. For example, they control access, provide visitor passes, and arrange to take visitors to the proper office.

When they are not busy with callers or visitors, receptionists perform other office tasks, such as processing documents or entering data.

Receptionists use telephones, computers, and other office equipment such as scanners and fax machines.

Although hiring requirements vary by industry and employer, receptionists typically need a high school diploma and good communication skills.

Receptionists typically need a high school diploma or equivalent, and employers may prefer to hire candidates who have experience with certain computer software applications. Courses in word processing and spreadsheet applications can be particularly helpful.

Most receptionists receive short-term on-the-job training, usually lasting a few days to a week. Training typically covers procedures for visitors, and for telephone and computer use. Medical and legal offices also may instruct new employees on privacy rules related to patient and client information.

Receptionists may advance to other administrative positions with more responsibilities, such as secretaries and administrative assistants. Advancement opportunities often depend on the employee’s experience in using computer applications, such as word processing and spreadsheet applications.

Communication skills. Receptionists must speak and write clearly so that others may understand them.

Customer-service skills. Receptionists represent an organization. As a result, they should be courteous, professional, and helpful toward the public and customers.

Integrity. Receptionists may handle client and patient data, especially in medical and legal offices. They must be trustworthy and protect their clients’ privacy.

Interpersonal skills. Receptionists should be comfortable interacting with people, even in stressful situations.

Organizational skills. Receptionists take messages, schedule appointments, and maintain employee files. They need good organizational skills to manage their diverse responsibilities.