Front Desk and Room Booking Procedure

Purpose. This procedure describes how front desk workers greet visitors, answer the phone, take messages and book rooms, the hall and programs.

1.Greeting visitors

Greet everyone who comes through the door with a smile and a hello. Ask how you can help. If you do not know the answer, say so and find someone who does. Every visitor who is going past the front desk into the building must sign the visitor book with their name, the time and who they are seeing.

2.Answering the phone

Answer within four rings with the hub greeting. Listen, write down the caller's name and what they need, and repeat it back to check. If the person they want is not available, take a message on the message pad with the date, time, name, number and message, and put it in the pigeonhole.

3.Taking a room booking

Open the Room and Program Bookings system and check the room is free on the date and time asked for. Record the group name, contact person, room, date, start and finish time, number of people and any equipment needed. Tell the person the hire fee from the price list and that the room must be left clean. Give the booking a status of Requested until the coordinator confirms it.

• Check the room is free before you say yes
• Allow 15 minutes between bookings for set up
• Write the contact person's name and phone number
• Note equipment: projector, urn, tables, chairs
• Set status to Requested and tell the coordinator

4.Confirming and changing bookings

The Front Desk Coordinator will confirm bookings each afternoon and change the status to Confirmed. Changes and cancellations must be recorded in the system with the date and who asked. Bookings for children's groups must be checked against the Inclusion, Respect and Code of Conduct Policy child safety requirements.

5.Printing, forms and referrals

Help visitors to print, copy and scan using the front desk computer and charge the fees on the price list. Help with forms by reading questions aloud and explaining words, but never fill in a form for someone without them present. Use the referral list for services the hub does not provide.

6.Difficult situations

If a visitor is upset or angry, stay calm, listen and call the coordinator. Do not argue. If you feel unsafe, use the duress button under the counter and move away from the visitor. Record what happened on the Incident and Hazard Report Form.