Description
Description: This playbook turns reception into a consistent, friendly, and safe experience for visitors and staff. You will write greeting and phone scripts that balance warmth with clarity. You will set a sign‑in policy, badge workflow, and privacy notice that are easy to follow. You will prepare accessibility steps for guests who need assistance and list available accommodations. You will create a deliveries and courier process that avoids lobby pileups. You will map emergency cues—medical, fire, or security—and practice quick escalation scripts that stay calm under pressure. You will adopt a lost‑and‑found log and a simple property tag system for loaner equipment. You will design a quiet‑hour option for the lobby and a visual indicator for noise‑sensitive times. You will add a daily open/close checklist so nothing is missed at shift changes. You will publish a visitor FAQ and a mini‑map to restrooms, Wi‑Fi, and meeting rooms. You will finish with a front desk that feels intentional, speedy, and safe.
Format: Script book (PDF), sign‑in templates, badge and label designs, emergency cue cards, checklists, and lobby signage pack.
Duration: 60–90 minutes to implement; refresher drills 15 minutes monthly.
What You’ll Learn: Reception scripts; visitor privacy; delivery handling; emergency escalation; accessibility; shift handovers.
Target Audience: Receptionists, office coordinators, and students training for front‑office roles in business and secretarial programs.
English