NIOS Class 12 English: Chapter 26 Summary of- ‘the RECEPTION DESK and YOU’

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Section 26.1 Summary of - ‘the Reception Desk and You’

  • Many organizations are run by a group of individuals or by a team, and the receptionist is a member of that team. The receptionist works in ‘Front Office’ . The Front Office is place from which most of the direct and personal contact with all guests and visitors is being made. So, reception desk plays important role in any organization.


Let՚s understands the duties of a receptionist and they are:

  • Welcome the guests/visitors and offer them help
  • Answer telephone calls effectively
  • Attend to routine enquiries
  • Take down messages left by visitors and callers and pass them on to the right persons as soon as possible Note down messages, make bookings, reservations, cancellations and plan schedules
  • Help the guests/visitors with any queries or problems that may arise

This are list include most of the common duties of receptionists it might have some other according to specification of organization. Just like In a big hotel a receptionist has only to receive guests, whereas in a small hotel she attends to enquiries, reservations and book-keeping as well.

In such cases the receptionist does the work of a telephone operator too.

At the time of appointment, the receptionist gets briefed about their duties and other bits of information they to learn during the job.

A receptionist must have good knowledge of the structure of the hotel/office, the main departments of the employees, and office procedures.

Some of other things a receptionist must do her job efficiently and some of the things they must keep on their desk.


  • A telephone directory
  • An internal telephone directory
  • An index book of telephone numbers frequently used
  • Names and addresses of hotels nearby
  • Information about places of tourist interest and local sightseeing tours
  • A railway time table
  • Flight schedules
  • Forms and brochures like reservation voucher, ‘C’ form etc.
  • A register of callers
  • An appointment diary (a list of who is coming to see whom and when)
  • A list of staff on leave/tour


  • Politeness and good manners are the two main requirements of a receptionist՚s job.
  • Receptionist must have to treat all the guests and the visitors politely even when they are rude.
  • Should talk in a friendly tone of voice, becomes all the more important in case of unavoidable delays.
  • Must have certain amount of diplomacy when needed in dealing with complaints or awkward situations and in handling difficult guests.

A receptionist is person who represents whole organization; they are bridge between organization and the outside world.

Therefore, they must have to be formal, pleasant and efficient and have to maintain the right tone through her voice, gestures and language.