Receptionist Questionnaire Review

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1. If a member is standing in front of you they are the first priority. When a member approaches the desk, your mask should be on, and you should make eye contact and greet them, do not allow them to stand and wait for you to finish a phone conversation, watching a video, etc. Tell me what you would do if you had a situation involving an angry member or caller, either on the phone or in person, and how you would handle the situation: a. Does the idea of handling an upset person make you uncomfortable? b. Do you have a confident approach to the issue? c. Do you demonstrate experience handling such a situation?

2. Let’s determine how you handle stressful and difficult conditions. You have a delivery, a member trying to check in, with guests and no guest passes, the caller on the phone is asking you questions about an event you do not know about. As noted above: the member standing in front of you is the priority. How would you prioritize calls, members checking in, deliveries, and other issues that must be addressed immediately?

3. Please list the steps you would take if a member came in, and had a guest, but had no guest credits or photos of the guest:

4. As receptionist, what makes you feel overwhelmed at work and how do you handle it?

5. Please list the steps you would take, if a member came in and wanted to drop in for the first time for the morning Water Aerobics class:

6. As you experience sitting at the front desk, what is your most favorite thing about being a receptionist? What is your least favorite thing about being a receptionist? Why?

7. In your opinion, what role does a receptionist play in contributing to office culture? a. Do you see the receptionist as essential to company culture? b. Do you have good ideas about how to add to the culture of the company? c. Do you understand you are representing the company?

8. Please list the steps you would take if a member was injured and 911 had to be called:

9. What is the first thing you do each day when you arrive at your receptionist position?

10. How many reservations does each member get per week? If the member has used all reservations, can the receptionist book the member a reservation?

11. A person calls and asks to speak to someone who isn't available to talk. What do you tell them so they will feel confident the message will be delivered? a. Are you confident about your phone skills? b. Do you sound like you enjoy handling people on the phone? c. Do you have experience at taking messages?

12. How do you manage the office communications in a secure way, keeping confidential information confidential? The goal is to make sure the receptionist understands that one of their roles is discretion. a. Are you comfortable managing confidential situations in the office context? b. Do you keep focused on who needs to know what? c. Do you have discretion?

13. A member comes in with a question about billing, and they want to discuss the invoice with the receptionist. What would you do?

14. What do you think are the Key Performance Goals of a Receptionist? a. Dependability b. Efficiency c. Intelligent use of resources d. Technical Skills e. Friendly and positive attitude f. Maintaining office morale Explain:

15. What if your co-worker complains about you? What would you do? a. Would you feel uncomfortable? b. Would you ask for clarification to the co-worker and own the problem? c. Would you feel comfortable implementing further actions to improve the situation? Explain

16. As a receptionist what do you feel is the most important skill? a. Time management skill b. Basic computer skills c. Good communication d. Team building, analytical and problem-solving skills e. Stress management skills Explain

17. How can you stand out as a better receptionist? a. Ask co-workers if they need help b. In your free time see if you can help your managers with additional tasks c. Write messages in a duplicate book and give one copy to the person the message is for d. Find someone to take the desk for breaks, cleaning, etc. e. Be polite, to even your angry client Thoughts

18. Please list the basic office equipment you can operate:

19. A member has a private swim lesson, and wants to pay with a credit card at the end of the lesson. Please explain the procedure:

Any other comments/suggestions/feedback?

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