Front Desk Receptionist

Front Desk Executive

Job Title:

Purpose of Role:

Key Responsibilities:

• Greet and assist all visitors, parents, students & stakeholders
• Manage EPABX / phones answering, routing and logging calls
• Maintain visitor register, call log, courier in ward out ward log
• Provide first-level information or redirect queries to correct department
• Coordinate with security, admin, admissions, HR and IT departments
• Maintain cleanliness, presentation & discipline of front desk area
• Prepare and share daily EOD summary of visitors, calls, and pending cases
• Ensure confidentiality, security, and compliance at reception area

Required Skills:

• Excellent communication & telephone etiquette
• Basic computer/Office tools, email drafting
• Professional grooming & discipline
• Calm handling of pressure/crowd situations

3) SOP Standard Operating Process (Stepwise)

A) Start of Day

1. Be seated 10 minutes before official time
2. Verify working status of phone, visitor log, passes, notice board
3. Open email/WhatsApp for pending queries/responses
4. Ensure desk, signage & display board are neat and updated

B) Handling Visitors

1. Greet within 5 seconds Good Morning, how may I help you”
2. Record entry in visitor log and issue visitor pass
3. Inform concerned department immediately
4. Keep the visitor seated and monitor waiting time
5. Record exit time at departure

C) Handling Calls

1. Answer within 3 rings with greeting + institution name
2. Capture purpose briefly and route to correct extension
3. Record missed calls and callback in EOD report

D) Documentation

1. Record all courier/documents inward & outward same-time
2. Take acknowledgement at handover
3. Escalate any sensitive or confidential envelope immediately

E) End of Day (EOD)

1. Submit visitor/call/courier log to reporting head
2. Share pending/escalation list
3. Clean and lock desk area — remove confidential papers

Front Desk – Key Result Areas

1) Visitor & Walk-in Management

• Greet and handle all visitors, parents, vendors, and guests professionally
• Maintain visitor log, issue entry passes, and ensure check-in/check-out compliance
• Provide correct and timely information or route to the concerned department

2) Call Handling & Communication

• Attend all incoming calls and route to appropriate persons
• Maintain call log (missed calls / follow-up calls)
• Respond to inquiries through phone/email/WhatsApp professionally

3) Student / Parent Support Desk (if in college/school)

• Address in-person queries related to admissions, fees, certificates, etc.
• Guide students/parents to relevant departments or forms/processes
• Maintain record of escalations and pending cases

4) Documentation & Coordination

• Manage courier/inward-outward registers
• Track and handover letters/documents to concerned staff
• Daily coordination with admin/security/HR/IT where required

5) Office Discipline & Presentation

• Ensure front desk area is neat, presentable, and welcoming at all times
• Ensure signage, notice boards, and display information remain updated

6) Compliance & Reporting

• Follow safety, security and confidentiality protocols (ID checks, data privacy etc.)
• Daily EOD reporting of visitors/calls/issues pending
• Escalate any unusual incident/security concern immediately

7) Professional Behaviour& Timeliness

• On-time attendance & no delay at desk during working hours
• Maintain dress code / grooming standards
• Maintain polite, calm and professional tone with all stakeholders

1) KPI — Key Performance Indicators (Measurable)

Area

KPI (Examples)

1. Visitor Handling

100% visitor log maintained daily; Avg. visitor wait time 3 minutes

2. Call Handling

90% calls picked within 3 rings; 100% call log maintained

3. Escalations

100% routing/escalation within 5 minutes; zero unresolved escalations at EOD

4. Documentation

100% inward/outward entries same-day; Zero lost/misplaced documents

5. Desk Presentation

Daily compliance with “clean desk audit” checklist — 100% score

6. Parent/Student Query Handling

First-response resolution 80% without escalation

7. Attendance/Discipline

Zero late sitting at desk; 100% grooming & uniform compliance

8. Reporting & Compliance

Daily EOD report submitted before cut-off time — 100% adherence

8929446448,9354909512.

shivam@gist.org.in / pankhuri@gist.org.in