Articles and information resource for receptionists, telephonists and reception managers.
- Problem Page
‘Aunty Penny’ is the new FOH Agony Aunt; direct from the Miss Reception Training Academy, she has over 10 years corporate reception experience and is now one of the Academy’s top trainers. Aunty Penny understands all the problems you are likely to encounter Front of House, and is on hand to share her wisdom with anyone who would like to write to her c/o info@frontofhousemagazine.co.uk
Dear Aunty Penny, I’m currently working as a receptionist for a health club, but I would really like to get a job as a corporate receptionist in the city. However, I seem to be stuck in a catch 22 situation, whereby I need corporate experience to get this kind of work, but I can’t get the experience unless I ‘temp’ which isn’t a secure situation for me. I know that I am able to groom myself immaculately to the standard required, and I know that I’m articulate, but I can’t even get an interview based on my CV. Can you suggest any way of getting my CV noticed so I can get past first base? If I could only get an interview, I just know I could sell myself. Yours hopefully, Candy Sweetie.
Dear Candy, Firstly I would like commend you for your determination and self-belief, a rarity in this day and age! Your CV is one of the most important documents you will ever possess in your life. I would start by asking those closest to you to pick it apart as their opinions will be valuable. The average employer takes between 5-8 seconds to look at your CV and you have got to grab their attention in this short space of time. Is it punchy? Does it highlight you instantly? Is it an interesting read? What do your friends and family say? Your opening statement has got to be strong, relevant and must make the reader think I must meet this girl. Stay away from the usual corny lines of ‘I can work on my own initiative as well as in a team’, the world and his receptionist says this so you need to use DRAMATIC, PASSIONATE AND POWER words to describe your personality, career aspirations and goals. As my mother used to say Candy, “If you want something that badly you are going to get it – remember my girl, there is ALWAYS a way. Think of getting work through the back door or you can call the HR departments direct, be friendly, be courteous, sound executive and let them know that CANDY is available to start work. Remember Candy, although a frightening prospect due to financial commitments, the right agency and consultant will get you an admin job which means you are getting your all important foot through the door. To your success.
Dear Aunty Penny, I recently accepted a position as a permanent corporate receptionist, working in a team of 3. I believe I was offered the position based on my experience, but also my professional outlook and ability to maintain a charming personality no matter how difficult the circumstances. However, the two girls I work with have been making nasty remarks just loud enough for me to hear, and talking to each other on email about me – making it perfectly clear they think I’m self important and stuck up – which I’m not, but I’m obviously making them feel inferior and insecure, through no fault of my own. I now have moments when I feel my professionalism is slipping due to emotions, and I’m after some advice from you as to how I should deal with this situation. I don’t want to leave, because it’ll look bad on my CV, but I don’t want to continue working in this negative atmosphere. Hoping you can share some wisdom with me. Yours, Anita Bogelli.
Dear Anita, This is an awful situation to be but I would do is look at things from a different perspective. Imagine you are at a panel interview and there are three people sitting opposite you. What I used to always do is look for the kindest pair of eyes. Believe me Amanda, one of them will be softer and will be able to show a little kindness given time. Some people are born leaders and others just like to follow the crowd. This is quite common place in reception especially when there is a team of you. You have obviously come in and shone like the Oxford Street lights and this is undoubtedly making them feel inadequate, inferior and inefficient. This is fine – keep on maintaining your professionalism but you MUST start to keep a diary of things that are occurring. I am not suggesting for any moment it will get worse but always stay on the side of caution. This will enable you to prove your point if someone senior needs to intervene as things like this are always so hard to prove. Also, although an awful prospect at this stage, you could try and befriending one of them – offer them something to eat or ask if they would like tea or coffee depending if reception allows beverages. In this way you will start to build a picture of how they think and what you need to do in order to rectify this matter. All else failing, if you are feeling brave enough you could ask them outright if there is a problem because in that way you are giving them an opportunity to put their behaviour right. Good luck and please do let me know the outcome. REMEMBER YOU HAVE DONE NOTHING WRONG AND DESERVE TO BE WHERE YOU ARE – YOU’VE EARNT IT.
Dear Aunty Penny, I have recently got my first receptionist job in a good hotel, but I’m struggling with ignorant customers – please can you advise me on dealing with such. I am an extremely polite and charming individual, and don’t understand why customers can’t respond to me in the same way; do you think it would be acceptable for me to comment in some subtle way in order to let customers know their behavior is totally inappropriate? For example, I could have a standard line, such as ‘please don’t raise your voice at me sir/madam, I only doing my best’? I look forward to your reply, Stacey Brickleigh.
Dear Stacey, Firstly Stacey you have got to remember that hotel reception is probably one of the hardest positions to handle. At then end of the day Guests always feel they are right and because they are paying money for a good service they also feel that this gives them the right to exert authority on everyone they come into contact with! A lot of this comes down to good old-fashioned manners, education and etiquette. You are doing the right thing Stacey by still remain dignified, professional and courteous. Do remember one very important thing – if your personality and character is a meek and gentle one then this will not assist you with your need to become more assertive. You need to raise your voice slightly if you are softly spoken but DO NOT match the emotion of the guest, client or colleague. You have to keep reminding yourself that this is not personal. Sometimes ‘explaining’ to a client how they are behaving can exacerbate the issue. They may not think they are behaving negatively, and a good receptionist can always determine the difference between a statement, question or objection.
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