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The Job

The receptionist is a specialist in human contact: The most important part of a receptionist's job is dealing with people in a courteous and effective manner. Receptionists greet customers, clients, patients, and salespeople, take their names, and determine the nature of their business and the person they wish to see. The receptionist then pages the requested person, directs the visitor to that person's office or location, or makes an appointment for a later visit. Receptionists usually keep records of all visits by writing down the visitor's name, purpose of visit, person visited, and date and time. They may also be responsible for having clients and visitors fill out applications or paperwork pertaining to their visit.

Most receptionists answer the telephone at their place of employment; many operate switchboards or paging systems. These workers usually take and distribute messages for other employees and may receive and distribute mail. Receptionists may perform a variety of other clerical duties, including keying in and filing correspondence and other paperwork, proofreading, preparing travel vouchers, and preparing outgoing mail. In some businesses, receptionists are responsible for monitoring the attendance of other employees. In businesses where employees are frequently out of the office on assignments, receptionists may keep track of their whereabouts to ensure that they receive important phone calls and messages. Many receptionists use computers and word processors in performing their clerical duties.

Receptionists are partially responsible for maintaining office security, especially in large firms. They may require all visitors to sign in and out and carry visitors' passes during their stay. Since visitors may not enter most offices unescorted, receptionists usually accept and sign for packages and other deliveries.

Receptionists are frequently responsible for answering inquiries from the public about a business's nature and operations. To answer these questions efficiently and in a manner that conveys a favorable impression, a receptionist must be as knowledgeable as possible about the business's products, services, policies, and practices and familiar with the names and responsibilities of all other employees. They must be careful, however, not to divulge classified information such as business procedures or employee activities that a competing company might be able to use. This part of a receptionist's job is so important that some businesses call their receptionists information clerks.

A large number of receptionists work in physicians' and dentists' offices, hospitals, clinics, and other health care establishments. Workers in medical offices receive patients, take their names, have them fill out forms, and escort them to examination rooms. They make future appointments for patients and may prepare statements and collect bill payments. In hospitals, receptionists obtain patient information, assign patients to rooms, and keep records on the dates they are admitted and discharged.

In other types of industries, the duties of these workers vary. Receptionists in hair salons arrange appointments for clients and may escort them to stylists' stations. Workers in bus or train companies answer inquiries about departures, arrivals, and routes. In-file operators collect and distribute credit information to clients for credit purposes. Registrars, park aides, and tourist-information assistants may be employed as receptionists at public or private facilities. Their duties may include keeping a record of the visitors entering and leaving the facility, as well as providing information on services that the facility provides. Information clerks, automobile club information clerks, and referral-and-information aides provide answers to questions by telephone or in person from current or potential clients and keep a record of all inquiries.

Switchboard operators may perform specialized work, such as operating switchboards at police district offices to take calls for assistance from citizens. Or, they may handle airport communication systems, including public address paging systems and courtesy telephones, or serve as answering-service operators, who record and deliver messages for clients who cannot be reached by telephone.

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