Receptionists

Career summary

#No alternate titles CJ

Receptionists determine the visitors' needs and refer them to the proper people. They prevent people from entering the office who do not belong there.

Receptionists answer phone calls and provide information to callers. They may quote prices for products or services. In addition, receptionists route callers to the appropriate person, transfer calls, or take messages.

Receptionists also have clerical duties. These include:

• Opening and sorting mail
• Signing for and distributing packages
• Bookkeeping
• Typing
• Filing documents
• Keeping the visitor area clean

Receptionists' daily duties vary depending on where they work.

Receptionists in medical offices gather personal and financial information from patients. They also direct patients to waiting rooms.

At beauty or hair salons, receptionists set up appointments and act as cashiers.

In factories, some businesses, and government offices, receptionists give identification cards to visitors.

At museums, art galleries, or state and national parks, they register visitors. They may also collect fees, explain rules, and suggest items to see.

Switchboard operators perform many of the same duties as receptionists. They answer incoming calls and transfer them to the appropriate person. In addition, switchboard operators route emergency calls and monitor alarm systems to maintain secure conditions. They contact security staff when problems arise.

Related careers

This career is part of the Business Management and Administration cluster of careers.

Related careers include:

• Bank Tellers
• Bill and Account Collectors
• Billing Clerks
• Customer Service Representatives
• General Office Clerks
• Health Information Technicians
• Hotel Desk Clerks
• Insurance Policy and Claims Clerks
• Interviewing Clerks
• License Clerks
• Medical Secretaries
• Telephone Operators

Job duties

Task list

The following list of tasks is specific to receptionists.

• Operate telephone switchboard to receive and forward calls and schedule appointments.
• Receive payments and record receipts for services.
• Route emergency calls correctly.
• Perform administrative tasks, such as typing, proofreading, or transcribing.
• Use paging and interoffice communication equipment.
• Greet people visiting the office. Determine the purpose of their visit and direct them to the proper place.
• Monitor alarm systems.
• Hear and settle complaints from customers and the public.
• Contact security staff, using radiotelephones.
• File and maintain records.
• Transmit information to customers, using computers, mail, or fax machines.
• Schedule appointments, and maintain appointment calendars.
• Refer to catalogs, directories, or databases to answer customer questions.
• Provide information to the public about the company, its services, and its products.
• Make telephone calls and set up conference calls.
• Complete forms for sales orders.
• Calculate and quote prices or rates for products or services.
• Keep track of staff whereabouts so calls are properly handled.
• Collect and distribute messages and mail for other employees.
• Prepare memos, correspondence, travel vouchers, or other documents.

Common work activities

Receptionists perform the following tasks. These tasks are common to many careers.

• Use computers
• Get information needed to do the job
• Perform for or work with the public
• Communicate with supervisors, peers, or subordinates
• Communicate with people outside the organization
• Establish and maintain relationships
• Document and record information
• Process information
• Perform administrative tasks
• Identify objects, actions, and events
• Assist and care for others
• Update and use job-related knowledge
• Monitor events, materials, and surroundings
• Organize, plan, and prioritize work
• Make decisions and solve problems
• Evaluate information against standards
• Explain the meaning of information to others

Work requirements

Working conditions

In a typical work setting, receptionists:

Interpersonal relationships

• Have a high level of social interaction. They spend most of their day talking to callers, visitors, and coworkers.
• Communicate with coworkers and customers daily by telephone and in person.
• Often deal with unpleasant, angry, or discourteous people.
• Often communicate with coworkers and customers by e-mail.
• Are sometimes placed in conflict situations.
• Write letters and memos on a weekly basis.
• Work in a group or as part of a team.

Physical work conditions

• Almost always work indoors. Usually work outdoors only if working at a park.
• Work somewhat close to other people, such as when sharing office space.

Work performance

• Must be very exact when providing directions or information to visitors.
• Repeat the same tasks, such as answering phones.
• Make decisions on a weekly basis that affect customers and coworkers. They consult supervisors for some decisions, but make most without talking to a supervisor.
• Are able to set most tasks for the day without talking to a supervisor.
• Must meet strict deadlines on a weekly basis.

Hours/travel

• Generally have a set schedule each week.
• May work part time or full time, but most work 40 hours a week.

Physical demands

Receptionists frequently:

• Sit for long periods of time.
• Repeat the same movements.

It is important for receptionists to be able to:

• Understand the speech of another person.
• Speak clearly so listeners can understand.
• See details of objects that are less than a few feet away.

It is not as important, but still necessary, for receptionists to be able to:

• Use fingers to grasp, move, or assemble very small objects.
• See details of objects that are more than a few feet away.
• Focus on one source of sound and ignore others.
• See differences between colors, shades, and brightness.
• Hold the arm and hand in one position or hold the hand steady while moving the arm.
• Use one or two hands to grasp, move, or assemble objects.
• Hear sounds and recognize the difference between them.

Skills and abilities

Receptionists need to:

Communicate

• Understand spoken information.
• Speak clearly so listeners can understand.
• Listen to others and ask questions.
• Write clearly so other people can understand.
• Understand written information.
• Read and understand work-related materials.

Reason and problem solve

• Analyze ideas and use logic to determine their strengths and weaknesses.
• Concentrate and not be distracted while performing a task.
• Use reasoning to discover answers to problems.

Work with people

• Be aware of others' reactions and understand the possible causes.
• Look for ways to help people.
• Change behavior in relation to others' actions.

Education and training

Educational programs

The programs of study listed below will help you prepare for the occupation or career cluster you are exploring.

Programs of study directly related to this occupation

• Administrative Assistant and Secretarial Science
• Medical Reception
• Office Support

Training

To work as a receptionist, you typically need to:

• have a high school diploma or equivalent; and
• complete short-term, on-the-job training.

Education after high school

Formal training is not required for most receptionists. However, training is an option for medical receptionists. These programs last about one year. You learn to handle tasks that are unique to medical offices.

On-the-job training

Receptionists generally learn their skills on the job. For example, you learn how to operate the telephone system and computers. You also learn the proper procedures for greeting visitors and distributing mail. Training may last up to a month.

Receptionists who work at medical, dental, or law offices may receive additional training. For example, you need to recognize and understand the terms used in those fields.

Helpful high school courses

You should take a general high school curriculum that meets the state's graduation requirements. You will be required to take both math and science classes to graduate.

Helpful electives to take in high school that prepare you for this career include:

• Computer Applications
• Medical Office
• Office Procedures

The courses listed above are meant to help you create your high school plan. If you have not already done so, talk to a school counselor or parent about the courses you are considering taking.

You should also check with a teacher or counselor to see if work-based learning opportunities are available in your school and community. These might include field trips, job shadowing, internships, and actual work experience. The goal of these activities is to help you connect your school experiences with real-life work.

Join some groups, try some hobbies, or volunteer with an organization that interests you. By participating in activities you can have fun, make new friends, and learn about yourself. Maybe one of them will help direct you to a future career. Here are examples of activities and groups that may be available in your high school or community.

Things to know

Most employers require applicants to have a high school diploma or equivalent. Some employers require applicants to take typing and spelling tests. Job applicants in medical and dental offices need an understanding of medical office practices and terms.

Because they deal with the public, applicants need a good appearance and pleasant personality. Problem-solving ability and good interpersonal skills are also important. A clear speaking voice and fluency in the English language are essential.

Experience with multi-line phone systems is required by some employers.

Tips

Being willing to learn new technology is important.

Costs to workers

Since many receptionists must greet people in person, they may be expected to wear business attire.

Job listings

Listed below are links to job categories from the National Labor Exchange that relate to this career. Once you get a list of jobs, you can view information about individual jobs and find out how to apply. If your job search finds too many openings, or if you wish to search for jobs outside of Washington, you will need to refine your search.

• Receptionists and Information Clerks 
• Switchboard Operators, Including Answering Service 

To get a listing of current jobs from the WorkSource system, go to the WorkSource website .

Wages

The minimum wage for Washington State as of January 1, 2020 is $13.50 per hour. Some areas of the state may have a higher minimum wage.

Wages vary by employer and the receptionist's level of skill and responsibility.

Receptionists who work full time usually receive benefits. Typical benefits include sick leave, paid vacation, and health insurance.

Employment and outlook

Washington outlook

The table below provides information about the number of workers in this career in various regions. It also provides information about the expected growth rate and future job openings.

National employment

Receptionists work in most industries.

Major employers:

• Doctors' offices
• Dentists' offices
• Temporary worker agencies
• Hospitals

National outlook

Demand for this occupation will be slower than average. As the population ages, there will be increased need for health care. Many receptionists work in doctors' and dentists' offices. However, the growth of receptionists in other industries is expected to be slow down as organizations automate or consolidate administrative functions.

Job prospects will be best for those who have good word processing, computer, and communication skills. Many job openings are expected each year as current receptionists leave the occupation.

Other resources

Association of Executive and Administrative Professionals 
900 South Washington Street, Suite G-13
Falls Church, VA 22046
703.237.8616

Washington Business Week 
PO Box 1170
Renton, WA 98057
253.237.3545

References

Career cluster

• Business Management and Administration

Career path

• Conventional (Business Operations)

O*Net  occupations

• Receptionists and Information Clerks (43-4171.00) 
• Switchboard Operators, Including Answering Service (43-2011.00) 

O*Net job zone 

• Job Zone 2 - Some preparation needed. Some previous work-related skill, knowledge, or experience may be helpful in these occupations, but usually is not needed.

DOT occupations

• Appointment Clerk (237.367-010) 
• Credit Reporting Clerk (203.362-014) 
• Information Clerk (237.367-018) 
• Information Clerk (237.367-022) 
• Information Clerk, Automobile Club (237.267-010) 
• Park Aide (249.367-082) 
• Policyholder-information Clerk (249.262-010) 
• Receptionist (237.367-038) 
• Referral-and-information Aide (237.367-042) 
• Registrar (205.367-038) 
• Scheduler (238.367-034) 
• Space Scheduler (238.367-022) 
• Telephone Quotation Clerk (237.367-046) 
• Utility Clerk (239.367-034) 

Holland occupational cluster

• Conventional/Enterprising/Social

COPSystem

• Clerical