GCSE Leisure and Tourism

Receptionist

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Main duties and responsibilities

  • Meeting and greeting customers as they come into the Ice Arena
  • Setting up and dealing with ‘ Tonic’ card memberships
  • Answering the telephone
  • Handling post
  • Responding to emails
  • Maintaining stocks and leaflets and flyers
  • Making event and activity bookings
  • Keeping the reception area clean and presentable
  • Filing
  • Advising and helping customers if they have questions about events or activities.

Choose 5 main duties and responsibilities and explain why you think they are an important duty of being an Ice Arena receptionist. Example: Making event and activity bookings – I think this is important because this is how the Ice Arena makes its money. Customers need to be able to ring up, email or come into The Arena to make bookings and be able to speak to someone if they have a special request. It is important that the receptionist is able to keep track of who has made bookings and the date and time so that there are enough staff for events and so that everything runs smoothly. It is also important that the receptionist keeps accurate records of bookings so that they know if somebody has cancelled for example. 

Skills/qualifications 

  • Good organisational skills
  • Excellent customer service skills
  • Good IT skills
  • Able to work as part of a team
  • Good written and verbal communication skills
  • A qualification in customer service skills

Choose 4 of these skills/qualifications and explain why they are important for being an Ice Arena receptionist. Example – Excellent customer service skills – I think that this is important because the receptionist is probably the first member of staff a customer will see when they go to the Ice Arena. Therefore, they need to make a good first impression. This is important because if a customer is unhappy for example and wishes to make a complaint, the receptionist is able to deal with this professionally and refer it to the manager if needed. They need to be able to handle a lot of different types of customers who may have particular needs. 

Qualities

  • Friendly
  • Approachable
  • Calm
  • Respectful
  • Confident
  • Team Player
  • Hard working
  • Flexible
  • Honest
  • Have a sense of humour
  • Committed
  • Polite

Choose 6 of these qualities and explain why you think they are important for being an Ice Arena Receptionist. Example: Calm – I think that this is important because as a Receptionist you will deal with a lot of different types of customer. If you had a customer who wasn’t happy and was complaining you would need to be able to stay clam and try and make the situation better for the customer. You would also need to be calm during events when the Arena is busy and be able to deal with a large number of customers. 

Most important skills and qualities

From the 4 skills/qualifications you chose, pick the 2 which you think are the most important and explain why. Why are they more important than other skills/qualifications you chose?

From the 6 qualities you chose, pick the 3 which you think are the most important and explain why. Why are they more important than the other qualities you chose?