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Process information for the reception function

URN: PPL1FOH1
Business Sectors (Suites): Hospitality - Housekeeping and Front of House Reception
Developed by: People 1st
Approved on: 01 Mar 2022

Overview

This standard is about taking and receiving business telephone calls. It is for people that deal with customers both over the telephone and face to face. It covers finding information for other people, for example customers and colleagues, and giving them this information quickly and clearly. The standard also covers checking numbers and making basic calculations involving whole numbers and money (to two decimal places).

When you have completed this standard you will be able to demonstrate your understanding of and your ability to:

  • Process information for the reception function

Performance criteria

You must be able to:

1. Answer the telephone promptly, using your organisation's style 2. Identify the caller and determine their requirements 3. Answer queries accurately according to your own level of responsibility 4. Make outgoing calls, for self or on behalf of others, using your organisation's style and procedures 5. Give relevant information promptly and accurately 6. Refer any queries that are beyond your level of responsibility to the appropriate member of staff 7. Find out what information is needed 8. Identify the right source for the information 9. Access the information and organise it clearly and logically 10. Give the information to the person who has asked for it within agreed time limits 11. Give only relevant information ensuring that confidentiality is maintained at  all times 12. Ask for help from an appropriate member of staff when you cannot find the information required 13. Explain politely to the person asking for the information if you have had problems finding it 14. When working with numbers check to make sure they are accurate and correct 15. Carry out and check basic calculations 16. Present the results of your checks and calculations neatly and clearly 17. Report any errors or things that do not match to the appropriate member of staff promptly

Knowledge and Understanding

You need to know and understand:

1. Your organisation's style for answering and making telephone calls and why it is important to use this 2. How to establish a rapport and goodwill with people on the telephone 3. The different types of telephone equipment in your workplace and how to use it 4. Why it is important to communicate effectively and efficiently 5. How to listen, interpret, extract and record information 6. How quickly you should answer the telephone 7. Why it is important to establish a rapport and goodwill with callers 8. How to compose messages accurately and effectively 9. Why it is important to interpret information and instructions correctly 10. Sources of information you can use to help deal with queries 11. Your organisation's policies and procedures for confidentiality and why you must follow these 12. Basic relevant legal requirements for data protection 13. How to add, subtract, multiply and divide numbers 14. How to check figures against other sources of information 15. How to confirm figures are accurate 16. What the procedures are for forwarding checked items 17. What the reporting procedures are for inconsistencies

Scope/range

1. Telephone calls
1.1 to and from people inside your organisation
1.2 to and from people outside your organisation

2. Information sources
2.1 within the organisation
2.2 external sources
2.3 own notes

3. Person requesting information
3.1 inside your organisation
3.2 outside your organisation

4. Basic calculations
4.1 addition, subtraction, multiplication and division of whole numbers
4.2 addition, subtraction, multiplication and division of money to two decimal places

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

External Links

Version Number

3

Indicative Review Date

28 Feb 2027

Validity

Current

Status

Original

Originating Organisation

People 1st International Ltd

Original URN

PPL1FOH1

Relevant Occupations

Receptionist

SOC Code

4216

Keywords

process, information, reception