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Mastering Reception Management in an International Office Environment

Explore the intricacies of managing a reception desk in a dynamic international office. This guide covers key responsibilities such as triaging guest inquiries, managing appointments, and supporting diverse guests with various needs. Gain insights into effective communication strategies, cash handling, and the importance of clear documentation. Discover the challenges faced in this busy environment and how effective training, personal engagement, and a friendly atmosphere contribute to success. Ideal for aspiring student workers and administrative professionals in international education settings.

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Mastering Reception Management in an International Office Environment

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  1. Working at and Managing a Reception Desk in an International Office Linda Maria Alvarado Angel Yating Yang

  2. Overview • Approx. 32 full-time staff on two floors • ISSS (including academic advising), Ed Abroad, Admissions, China, GSEP • Passport acceptance office • Two different appointment making systems • More than 600 guests per month (1 guest every 15 min, not including phone calls)

  3. Major Responsibilities • Triage: find out what the student or guest REALLY needs • Make appointments • Notify advisors when students arrive • Mail • Assist students with forms • Answer main phone line and generally answer first-level questions • Cash handling

  4. Common Difficulties • Triage: find out what the student or guest REALLY needs -- Student doesn’t know what they really need • Making appointments -- Becoming familiar with advisor calendars • Notify advisors -- Learning which advisors respond to which methods of communication • Mail -- names and keeping files accurate • Assist students with forms -- there are SO MANY forms!! • Answer main phone line and generally answer first-level questions -- language, cell phone connections, different advisors want calls handled differently, two phones work differently

  5. Who Can Do This Job? • WHAT I LOOK FOR… - International or study abroad students - Advisor recommendations - Personal engagement with others (especially of different backgrounds) - Can work more than 1 semester • WHAT I SHY AWAY FROM… - Have another job already - Cannot work at least 12 hrs per week (but will not schedule for more than 25) - Very general answers: “I’ve always been interested in other cultures.”

  6. Student Worker Profile • Academic Year 2012-13 and 2013-14 13 total staff - 6 study abroad, 6 international - countries: Brazil, Israel, Costa Rica, England, Japan, China, Mexico, Malaysia, Pakistan • Personal Engagement - international high school - member of NAU iClub - amusement park - lived in various places - tutored - multi-cultural background - worked with general public in some capacity

  7. Initial Traininga.k.a. “Bootcamp” • 1 full day before Fall semester • Overview plus 15-min presentation from all units • Hands-on practice with cash handling, photos, mail sorting • Special ISSS presentation • ISSS live scenarios

  8. Continued Training • 2 full-staff meetings per semester • Informational presentation • Ed Abroad info session • FERPA • Sunapsis • Passport intensive • Quiz • General announcements • Olympics! - mail sorting - open the mailbox - lock and unlock the doors/drawers - matching (staff and their jobs, countries)

  9. Communication • Post “Staff out of the Office” list • Post 2 – 3 notes about timely topics • Helpful Hint of the Week • Weekly task sign-off • Standardization – maps • Bi-annual evaluations • Reduce clutter!!! • Keep only essentials visible • Ed Abroad Advisors & countries • Passport info • ISSS walk-in schedule • Well-used phone numbers

  10. First Impressions • Worked in a restaurant in China and at an amusement park in USA -- CIE was first office job • Friendly environment between other staff and students MAJOR DIFFERENCES • Dress code-More Professional • Daily tasks-Involves more translation and detail • Computer and office equipment-Microsoft Lync; Outlook Calendar to make appointments for advisors; Fedex • Office language-More formal, different from most of previous job • Organization-Office supply; Front Desk Maps, Task Sign-off sheets

  11. What Built Confidence? • Personally introduced to all full-time staff on first day • Everyone (other student and full-time staff) are open for questions • Learned examples of simple gestures and words to communicate with diverse people • Clear instruction of daily tasks • Again, friendly environment within the office!

  12. Continued Challenges • Always different questions from guests • Attention to detail (personal goal) • Different notification methods for advisors • Constant updates from each department • Sometimes difficult to follow specific front desk rules (Eating at the front)

  13. Take-“Office” Message • FROM THE MANAGER - Repeat, repeat, repeat (patience) - Make it fun, fun, fun • FROM THE WORKER -Passion! -Patience

  14. Any Questions? Thank You!

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