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Front Desk Manual

This document provides guidelines for front desk staff. It outlines protocols for greeting visitors, handling phone calls and messages, scheduling meetings, maintaining cleanliness, and basic office equipment maintenance. Front desk staff are expected to greet everyone professionally, take accurate messages, organize mail by department, ensure cleanliness, and record and address any equipment issues. Proper telephone etiquette, dress code, and customer service are emphasized.

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Md Sakir Jabir
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© © All Rights Reserved
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48 views

Front Desk Manual

This document provides guidelines for front desk staff. It outlines protocols for greeting visitors, handling phone calls and messages, scheduling meetings, maintaining cleanliness, and basic office equipment maintenance. Front desk staff are expected to greet everyone professionally, take accurate messages, organize mail by department, ensure cleanliness, and record and address any equipment issues. Proper telephone etiquette, dress code, and customer service are emphasized.

Uploaded by

Md Sakir Jabir
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Front Desk

Manual
You are our FIRST
IMPRESSION!

Do’s & Don’t

High standard of service and co-operation


Greeting Everyone
(Greeting Protocol)

• Greet everyone
– Good Morning/ Afternoon/Evening
• Office & Self Introduction
• Opening Question
• Ask for Calling or Visiting Purpose
• Ending Greet
Front Desk Mandate

• Dress code
• Follow Greeting Protocol
• Telephone Etiquette
• Taking Message
• Schedule Meeting / Appointment
• Handling Mails
• Maintaining Cleanliness
• Maintenance of Office equipment
/ Machinery
Telephone Etiquette

• Speak Slowly & Clearly


• Be Well-Mannered
• Never Eat or Chew During Call
• Develop Listening Skills
• Don’t Scream or Shout
• Mind your language
Telephone or Visitor’s
Message
• Note on Post-It/Log book
• Accurate Phone Number
• Name and Company Name
• Date & Time of call/visit
• Purpose of call/visit
• No Spelling Mistake
• Note with Pen
• Keep Message safe and Hand to the
concerned person.
Schedule Meetings /
Appointment
• Check Time Table
• Keep a gap of at least 1 hour between
meetings
• Minute of meeting*
• Inform Members about Meeting
• Meetings Re-schedule / Cancelled
• Proper Arrangements
– Water / Tea /Coffee
– Notepad, Pen, White board, Marker, Duster.
Mails/Letter
• Receive Mails/Letters
• Segregate Mails/Letters
– Department Wise
– Person Wise
• Ensure person receive the letter
• Person Not Available
– Concerned Department
– Make a Call
– Top Management
Maintaining Cleanliness

• Ensure office is clean


• Ensure cleaning takes places as per Check list.
• In case of unclean or mess or dirty ask
– House Keeping staff to clean
– Sweeper/ Cleaner to clean
– Office boy to clean
Maintenance of Equipment

• Timely Servicing
• Problem in equipment
– Call the Technician (List A)
– Ensure Problem is solved
– Record Checklist EqProb
The End
Message Log book
Sr. No. Date Time Callers’ Name Company U/R Message
Name
1

U – Urgent Call & R- Regular/Normal call

BACK
Mails Department Wise
– Purchase Manager– Vendor bills, LR copy,
Quotation, etc
– Sales (Admin) – Purchase order, Inquiry Letter,
sample rejection letter, order approval letter, etc.
– Production Manager – Sample complaint letter,
sample material, packaging sample, etc.
– Admin Office– “C form”, office bills, vouchers,
etc.
– Management – Invitation.
– Designer Manager – Catalogue, magazine, books,BACK
etc.
Servicing Chart
Equipment 1st Service 2nd Service 3rd Service

A/c (quaterly) A/c 1 <Date > <Date > <Date >


A/c 2

CCTV (Quaterly) CCTV camera

CCTV system

Dyeing Machine (monthly) DYE 1

DYE 2

Sewing Machine (monthly) SEW 1

SEW 2

BACK
Check List EqProb
Date: ____________ Equipment _______________________________ Problem No. _ _ _ _ _ _ _ _ _ _ _ _

Sr.No Task Yes No Comment


1 Problem Solved
2 Another Problem Arise
3 Technician Incompetent
4 Require New Technician
5 Require Servicing on regular basis
6 Require New Equipment / Machine

BACK
Call List A
• Electrician – Light, Fan, A/c, Fridge, Iron, etc.
• Electrician – Call operator Machine.
• Computer Engineer – Computer, Printer, Scanner.
• Computer Engineer – Server.
• CCTV company – CCTV
• Finger scan Company – Finger scan
• Machine Engineer/Mechanic – Sewing Machine,
Dyeing Machine, etc.

BACK
Do’s & Don’t
Do’s Don’t
• Treat all customers with respect •Yawning
• Deal politely and professionally with •Wringing hands
discourteous, demanding, or •Arms crossed with each hand
dissatisfied clients
tightly grasping the opposite elbow
• Manage telephone communication with •Constantly scratching or rubbing
clarity, accuracy, and courtesy your nose,
• Follow Greeting Protocol. •Putting your finger in your ear
• Ask visitor to seat and offer them •Excessive (literal) finger pointing at
water, Tea or Coffee. someone.
• Update Visitor every in 10 min about •Bad facial expression
the work or person asked for.

BACK
Organizational Chart

Top Management Management

Management

Human
Finance / Purchase &
Sales Logistic Resources/
Executive Accounts Production
Administration

18TH MARCH 2010.

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