The reception’s primary functions are:

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  Manage all incoming and outgoing calls

o Screen calls, don’t transfer if unnecessary.

o For department heads, contact the EA’s first.

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  Be the face of Westpac

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  Deal with internal and external customers efficiently and professionally

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  Greet visitors, receive, inform and guide visitors including the coordination with employees

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  Escort visitors to their meeting rooms

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  Handle meeting room booking system queries and requests

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  Coordination with Facilities Management (FM) in event setup request

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  Responsible for the upkeep of the front office

Additional Responsibilities

The Reception Team is also required to assist in such activities as:-

• 
  Constantly review Front Office procedures and improve service delivery

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  Assist in coordinating any event management (only room booking and adhoc catering order)

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  Notify Facilities Management (FM) team of any maintenance issue (eg flickering light, loose carpet tiles)

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  Familiar with fire and life safety (emergency evacuation procedure, handling of suspicious call and bomb threat)

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  Compliance with Health & Safety guideline

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  Confidentiality is critical to the firm’s success. Receptionist must have an obligation to keep information or materials pertaining to the business of the firm or its clients strictly confidential.

Receptionist Daily Duties

Reception Counter

Working Hour: 0830hrs to 1730hrs (Monday – Friday)

Lunch Break: 1 hour between 1130hrs to 1230hrs

Job Duties

Handle incoming calls

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  Transfer calls to employees based on the People Directory in Intranet
  

• Transfer calls for other Heads of Dept to their PAs

• 
  Pick up any calls

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  Call screening and check with users before transferring

• 
  DO NOT share direct numbers and/or email addresses

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  Clear all phone messages periodically.
  

Book Meeting Rooms

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  Book meeting rooms for staff when requested using Microsoft Outlook Calendar

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  Staff are primarily responsible for booking rooms

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  Assist when there are meeting overruns/insufficient rooms/exchange of rooms between staff

Receive Guest/Visitors

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  All visitors and clients should report to the main reception
  

• Check with visitors the purpose of visit

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  Check meeting room booking

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  Show visitors to the booked meeting room and offer them a drink

• 
  Get Pantry Aunty to prepare drinks and serve

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  Contact Host that their visitor has arrived
  

• Inform the visitor(s) of the estimated duration of waiting time before their host could receive them

Mail

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  Mail collected from the mailbox must be sorted by specific depts and slotted into the dept pigeon holes located in mailroom. The specific departments are to collect their own mails

Courier

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  Manage Outgoing/Incoming Local (For Urgent Local Mail) - Courier Coverage
  

• To collate all outgoing/incoming mails and record

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  Staff to complete the Courier Coverage slip and indicate the following for billing purposes

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  Department

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  Name

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  Original order chit (white colour) to be sent to Finance department (Placed in Finance Clear Folder) and place in Finance mailbox at the end of the day

• 
  Mange Outgoing/Incoming International (For Urgent International Mail)
  

• To complete eMailShip online PDF tool and send out email request for Airway Bill number

• 
  Incoming Documents

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  Check and ensure that documents are for Westpac Banking Corporation

• 
  Check addressee name and department

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  Record in Green book

§ Time

§ Company Name

§ Department attention to

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