Celebrating National Receptionists’ Day | Macro

Celebrating National Receptionists’ Day

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By Ingrid and Susana

Today is National Receptionists’ Day, a day to celebrate the role of professional receptionists, as well as recognise and appreciate all the things that receptionists do for an organisation.  Macro provides a front of house service throughout the world, but today we’re focusing on Reading in the UK, and two of the team members that serve BG Group: Susana and Ingrid.  We ask them what it’s really like to create Macro Impact working as a busy receptionist, what they enjoy about their roles, the advice they would give to anyone considering such a career, and what it takes to be successful. 

Susana, a receptionist, joined the company six years ago.  She intended for it to be a stop-gap role, but loved it so much she never left.  Ingrid is the Front of House supervisor and has been in the role for just over a year.  She is responsible for a team 12 who, between them, greet over 2,500 visitors and answer 6,000-7,000 telephone calls each month. 

What does your role involve? 

Susana: The role of the receptionist is to make the visitor’s experience as pleasant as possible, and ensure that all incoming calls reach their intended recipient in a professional and timely manner.  I meet and greet visitors, contact their hosts, operate a switchboard and cover the TVP helpdesk. 

Ingrid: I organise the team’s rotas, ensuring everyone gets their holiday entitlement and do my best to keep team morale on a high.  We’ve seen a lot of change recently, including the merging of reception areas, the opening of a switchboard room, including the introduction of brand new technology; all of which has resulted in changes for how the team’s working day is structured.  We’ve met these new challenges with a smile and embraced everything with a positive attitude. 

What do you enjoy about working within the Front of House environment? 

Ingrid: I enjoy the variety.  I never know from one day to the next what the day will bring.  It could be a personal crisis with one of the team, a client requirement or a visitor’s need.  I am lucky enough to work with a brilliant team, who pull together whenever they need to.  It’s a very rewarding position to be in.  We help different people in many different ways, every day. 

Susana: Making people feel welcome, and seeing everyone smile.  It’s a good feeling to know that I’ve made a difference to a visitor’s experience on site. 

What advice would you give to someone considering a Front of House career? 

Susana: Be a team player.  If we help one another, we can give the best service possible. 

Ingrid: Be yourself, always smile, keep calm and enjoy the variety of people that you get to meet, both in person and over the telephone. 

What does it take to be a successful receptionist? 

  • Take care of your appearance – you are the face of the organisation and first impressions last.  Therefore your appearance needs to be immaculate at all times. 
  • You must like people – you need to be interested in people and feel comfortable speaking and interacting with strangers.
  • Have a friendly manner for everyone - from welcoming a contractor arriving on site for an induction, to making someone feel at ease who has arrived for an interview, to greeting the CEOs of other companies; everyone deserves to be met by someone that is friendly and instantly puts them at ease.
  • Be resourceful – you never know what a visitor or caller will ask, but you have to be confident that you can find the answer.
  • Positive attitude - no matter what personal circumstances or turmoil is happening in your own life, never forget to be professional.
  • Be flexible – be adaptable, accepting, convey professionalism and compassion, stay open minded and go the extra mile.
  • Smile – have a smile on your face and a spring in your step!

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