Purpose of the Receptionist

The Purposes of The Receptionist is to:

1. To be the receiving point of all people coming in the door or calling in on the phone, to determine the appropriate destination for each, and to route them to that employee or department who will properly handle their needs.
2. To manage the sales floor. This doesn’t mean to directly manage the salespeople while they are selling but to match up a person who walks in the door, or calls, to the correct staff of ours (salesperson, repair, etc.).
3. Assures the sales floor is clean, tidy, and functioning smoothly.
4. Assures that all policy related to the sales floor is kept in place.

To clarify on 1 and 2 above, the Receptionist connects all incoming calls and people to the correct staff person and is in control of, and responsible for these people, calls and staff, until they are matched up. This means the staff (salespeople, repair, and other staff), are controlled and managed by the Receptionist until they are connected to the call or customer.

Salespeople and staff must JUMP when the Receptionist informs them that a new call just came in or a person just walked in. The staff members are not allowed to keep people waiting. We jump and make the customer feel welcome and appreciated. Once the call, or person entering the store, is matched up to a staff person, the Receptionist relinquishes “control.”

The guiding principle of the Receptionist is to never allow customers, or other people, to just stand or wander around or remain unattended – GET THEM TO SOMEONE WHO CAN ATTEND TO THEM! And then make sure that person does attend to them immediately. If that person doesn’t get up or come in to the showroom immediately, find someone else who can attend to them immediately.

The Receptionist minimizes dev-t by routing incoming people and phone calls to the correct employee who is in the best position to assist them.

The receptionist, once fully trained, is responsible for the sales floor. This does not include inventory, but virtually everything else. The receptionist makes sure customers and visitors are routed to the correct place. They make sure the sales floor and everything in it is clean and functioning.

The Receptionist reports directly to the CEO first, or if he is not here, to the COO. This keeps the position independent of the Sales Department and allows the Receptionist to apply company policies without undue pressure from the sales team. It is very important that the receptionist remains independent from other staff. The Receptionist does not take orders/instruction from the staff rather he/she only follows policy or the directives of the CEO/COO only.

When hiring, the CEO must meet any candidate being considered for the Receptionist position and has final say on who will be hired.