Medical Receptionist
Hotel or Motel Receptionist
Hotel Concierge
Switchboard Operator

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Receptionists work at the front desk of organisations, greeting visitors and answering phone queries. They work for organisations of all sizes, in all industry sectors throughout Australia.  

ANZSCO ID: 542111

Knowledge, skills and attributes

A receptionist needs:

• good interpersonal skills
• good communication skills
• good organisational skills
• to maintain a neat and tidy personal presentation
• a friendly and helpful manner

Duties and Tasks

The exact duties of a receptionist can vary depending on the industry they work in and the size of the organisation.

Additional duties to answering enquiries can include general administrative tasks, ordering supplies, sending and paying invoices, making appointments for both callers and colleagues, assisting with product promotion and providing quotes to clients and/or customers.

As a receptionist, you would:

• greet visitors and clients
• check visitors in, give out security passes, and escort visitors inside the company
• inform other employees of visitors’ arrivals or cancellations
• answer enquiries in person, by phone, mail or by email
• operate telephone systems to answer and direct calls
• provide or send out company information
• copy, file, and maintain paper or electronic documents
• manage meeting room booking systems
• order stationery and office supplies
• provide refreshments
• keep the reception area tidy
• advise on and arrange reservations and accommodation
• may perform other clerical tasks such as word processing, data entry, filing, mail despatch and photocopying.

Working conditions

Receptionists are usually the first point of contact that clients and customers have with an organisation, and so must maintain a positive public image. They usually work at a desk in an organisation's front office or lobby, where they can greet visitors as they arrive. Many receptionists work regular office hours, Monday to Friday, however, this can vary depending on an organisation's business hours and may include evenings and weekends.


Tools and technologies

Receptionists often use quite complex phone systems, with multiple incoming lines and potentially hundreds of possible extensions to other offices within the organisation. They also use a variety of standard office equipment such as fax machines, photocopiers, scanners and computers.


Education and training/entrance requirements

You can work as a receptionist without any formal qualifications and get training on the job. However, entry into this occupation may be improved by obtaining a qualification in business or business administration.

The Certificate II and III in Business, and the Certificate III in Business Administration are offered at State Training Providers and other registered training organisations throughout Australia.

You can also complete a traineeship. The receptionist or administration assistant traineeships usually take 12 months to complete and the administration assistant traineeship is available as a school-based traineeship.

   
Employment Opportunities

The most growth is expected in industries that are growing strongly, such as healthcare.

Employment growth in other industries may be slower as organisations continue to automate or consolidate administrative functions. In addition, organisations will increasingly adopt new technology, such as automated phone and online systems, further reducing the need for receptionists.

A Medical Office Receptionist is responsible for basic clerical tasks such as answering phones, greeting patients and visitors, and scheduling appointments in a professional and timely manner. 

Most medical receptionists work in a physicians office, dentists office, hospital or other medical facility. In smaller offices, medical receptionists may be responsible for both administrative and clinical duties.

In larger offices, medical receptionists may only be responsible for administrative or clerical duties. Also referred to as a medical office assistant, medical assistants, receptionists, healthcare administrative professionals.

Attend to patients on the phone and in person. Coordinate and organize appointments and documentation to facilitate the smooth running of the healthcare environment and support delivery of quality patient care.

Medical receptionists work at the front desk of medical practices, health facilities or hospitals greeting visitors and answering phone queries. They work for organisations of all sizes, in the healthcare sector throughout Western Australia. Medical receptionist duties include making patient bookings, processing billing and settling accounts, managing and updating patients’ medical records, and communicating with general practitioners, nurses and other health staff. Medical receptions need to have an understanding of medical terminology.

ANZSCO ID: 542114

Knowledge, skills and attributes

• communication skills
• information collection and management
• planning and organizing
• attention to detail
• customer service skills
• adaptability
• confidentiality

Duties and Tasks

• Welcomes and greets all patients and visitors, in person or over the phones
• Answers the phone while maintaining a polite, consistent phone manner using proper telephone etiquette
• Registers new patients and updates existing patient demographics by collecting patient detailed patient information including personal and financial information
• Assist patients to complete all necessary forms and documentation including medical insurance
• Ensures patient information is accurate including billing information
• Informs patients of medical office procedures and policy
• Maintains and manage patient records
• Facilitates patient flow by notifying the provider of patients' arrival, being aware of delays, and communicating with patients and clinical staff
• Responds to patients', prospective patients, and visitor inquiries in a courteous manner
• Answers incoming calls and deals with inquiries
• Transfers calls as required
• Schedules patient appointments
• Collects co-pays and payments
• Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment - maintain stock of forms and office supplies
• Reports statistics as required
• Schedules hospital admissions, tests, scans and outside appointments for patients
• Obtains external medical reports as required by medical professionals
• Responds and complies to requests for information
• Deals with incoming and outgoing post
• Completes other clerical duties as assigned
• Ensures reception area is well maintained, neat and clean
• Protects patient confidentiality by making sure protected health information is secured by not leaving patient documentation in plain sight and logging off the computer before leaving it unattended.

(Source: Your Career)

Working conditions

Medical receptionists are the first contact that patients and customers have with a medical practice, facility or hospital, so they need to present the appropriate image for the organisation. They usually work at a desk in the front office area of the medical facility. Medical receptionists usually work standard business hours, Monday to Friday. However, they may be required to work evenings and weekends, depending on the practice’s business hours.

Tools and technologies

Medical receptionists often use complex phone systems with multiple incoming lines extensions to other offices within the healthcare facility. They use a variety of standard office equipment such as computers, EFTPOS machines, photocopiers, scanners and fax machines. They are also required to use a variety of healthcare software systems to record patient data and process payments.

Education and training/entrance requirements

To become a medical receptionist, you usually need to gain a qualification in medical business administration.

The Certificate III in Business Administration (Medical) is offered at TAFE Colleges and other registered training organisations throughout Australia.

You can also undertake a traineeship in medical administration. The traineeship usually takes 12 months to complete.

Did You Know? A typical day in the life of Samantha Paul, South Africa - a Cruise Ship Receptionist My shift often starts at 7 am, and I take over from the Night Auditor. My first task is to read the handover notes from when my shift finished yesterday until now, to update myself on what is going on, what is pending, what actions are required etc. Then I get my cash-float from the safe of the First Purser and take my place at the Reception Desk. And here comes the first guest, asking at what time they can leave the ship. We are in Port today, but first the ship needs to be cleared by local authorities. Therefore I'll inform the guest to listen for an announcement which will advise when guests can go ashore. The next guests asks for a map of the town were the ship is today. Luckily the local tour operator was already on-board and left a pile of maps here at Reception. At the same time the guests want some local currency, so I charge the amount requested to the guests account in the currency of the ship (US Dollars) and pay out the equivalent amount in local currency to the guest. Besides answering a great variety of questions to guests, the Receptionist is also the person for guests to lodge their complaints. For the technical matters, such as replacing light bulbs, we log the comment in the technical log book and inform the Electrical Department. Before we send an employee from the Technical Department for other reported cabin malfunctions, such as toilet not flushing, no hot water or safes which cannot be opened, we first get Housekeeping to check to ensure they are not simply 'operator error' since guests often do not press the flush button correctly, have not changed the tap from cold to hot, or have simply forgotten the combination they have entered into the safe. As Receptionist, I am often required to prepare paperwork for clearance or for the next cruise. Some Countries require extensive landing forms from guests, which are prepared, completed and logged by the Reception staff during quiet periods when there are no guest queries, either in person or by phone. Preparation for the next cruise includes printing the key cards for the new guests in advance. Often the First Purser needs assistance with guest lists and other paperwork. This was a rather typical day in my busy life as a Receptionist on-board a cruise ship. (Source: Cruise Ship Jobs) (Source: The Crew Hangout)

Hotel and motel front office attendants look after the needs of guests on arrival and during their stay in a hotel or motel. In a small or medium-sized hotel, all of the above duties may be carried out by one person.
However, in an international-standard hotel, several attendants may be employed. Each attendant is allocated a set of specific duties to perform. For example, one may attend to guest reception, another may be responsible for the switchboard, while another works as an information officer.

Hotel and motel front office attendants usually work shifts, including evenings, weekends and public holidays.

ANZSCO ID: 542113

Knowledge, skills and attributes

You’ll need:

• administration and customer service skills
• IT skills to work with computerised booking and payment systems
• excellent written and spoken communication skills
• a friendly and professional telephone manner
• patience and tact
• the ability to stay calm under pressure and look after several things at once

It may also be useful if you can speak a foreign language.

Duties and Tasks

Your day-to-day tasks may include:

• dealing with bookings
• completing procedures when guests arrive and leave
• taking and passing on messages to guests
• dealing with special requests from guests (like booking theatre tickets or storing valuable items)
• answering questions
• dealing with complaints or problems
• receive reservations for accommodation from clients, either in person, online or by telephone, fax or email
• take guests' details, allocate their rooms and handing out keys
• talk to transport carriers (such as airlines, bus companies and rental car agencies) to make and confirm travel arrangements for guests
• inform guests of the hotel/motel's services and facilities, policies and procedures
• provide tourist information to guests
• make reservations for sightseeing tours, restaurants, the cinema and live entertainment
• deal with enquiries and requests from guests
• finalise guests' bills and issue receipts upon payment
• arrange accommodation for guests travelling to other destinations
• perform cashier duties and exchange foreign currency
• place guests' possessions in a safe if requested
• coordinate the cleaning of guests' personal laundry, shoe shining and room service deliveries
• follow in-house procedures to help ensure the security of guests and employees
• perform general secretarial duties, such as preparing correspondence and attending to a switchboard
  
  

Working conditions

You’ll usually work as part of a team and you may be responsible for one area like managing telephone reservations or guest departures (checkouts).

In small hotels, your duties may include other tasks like showing guests to their rooms or serving drinks in the bar.

Concierges ensure that the needs of hotel guests are catered for. They greet guests and show them to their rooms, carry their luggage and run errands such as delivering mail, photocopying or  faxing documents, or organising taxis and restaurants. They may also answer enquiries about the local area, and may organise bookings for hotel guests to attend tourist attractions.

Hotel and motel front office attendants look after the needs of guests on arrival and during their stay in a hotel or motel.

In a small or medium-sized hotel, all of the above duties may be carried out by one person.

However, in an international-standard hotel, several attendants may be employed.

Each attendant is allocated a set of specific duties to perform. For example, one may attend to guest reception, another may be responsible for the switchboard, while another works as an information officer.

Hotel and motel front office attendants usually work shifts, including evenings, weekends and public holidays.


ANZSCO ID & description: 4314: Concierges ensure that the needs of hotel guests are catered for.

Alternative names: Hotel Concierge, Hotel & Motel Front Office Attendant

Knowledge, skills and attributes

A concierges needs:

• a courteous, friendly and professional manner
• to enjoy working with people
• a neat, well-presented appearance
• good communication skills
• knowledge of the local area, tourist attractions, restaurants and transport services
• strong planning, organisational and time-management skills.

(Source: Huffpost)

Duties and Tasks

Hotel and motel front office attendants may perform the following tasks:

• receive reservations for accommodation from clients, either in person, online or by telephone, fax or email
• take guests' details and allocate their rooms
• talk to transport carriers (such as airlines, bus companies and rental car agencies) to make and confirm travel arrangements for guests
• inform guests of the hotel/motel's services and facilities, policies and procedures
• provide tourist information to guests
• make reservations for sightseeing tours, restaurants, the cinema and live entertainment
• deal with enquiries and requests from guests
• take messages for guests
• finalise guests' bills and issue receipts upon payment
• arrange accommodation for guests travelling to other destinations
• perform cashier duties and exchange foreign currency
• place guests' possessions in a safe if requested
• coordinate the cleaning of guests' personal laundry, shoe shining and room service deliveries
• follow in-house procedures to help ensure the security of guests and employees
• perform general secretarial duties, such as preparing correspondence and attending to a switchboard

Working conditions

Concierges work in hotels, and usually work in shifts. They may be required to work late at night or early in the morning. They also often work with, and around, large groups of people such as tour groups. If working night shifts they may be required to assist with the duties of other staff, such as kitchen or cleaning staff. They are often required to lift heavy luggage.


Tools and technologies

Concierges spend a lot of time on the phone, either talking to hotel guests or to other tourism and hospitality workers making arrangements for guests. Aside from understanding how in-house telephone systems work, they also require knowledge of computers as they may need to use records management or word processing software. If undertaking other hotel duties they may require knowledge of food preparation, or may be required to park guests' cars.

Education and training/entrance requirements

You can work as a concierge without any formal qualifications and get training on the job. However, entry into this occupation may be improved by obtaining a qualification in hospitality.

You can become qualified to work as a concierge by completing a Certificate IV in Hospitality, which is offered at TAFE Colleges, and other registered training organisations throughout Australia.

You can also improve your job prospects by completing a traineeship. A hospitality operations traineeship normally takes 24 months to complete and is available as a school-based traineeship.

Switchboard operators answer incoming phone calls and direct them to the right person or department, answer customer questions and complaints, and direct visiting customers to various locations within the property. Switchboard Operators operate telecommunication switchboards and consoles to assist callers establish telephone connections, and receive caller inquiries and fault reports. Switchboard operators operate digital switchboards to connect, hold, transfer and disconnect telephone calls within an organisation. They often work for major companies, hospitals, and hotels where large numbers of telephone calls are received.

Some switchboard operators may also operate their organisation’s paging system. This is especially common within hospitals.

Switchboard operators may also provide a customer service role by responding to callers’ general inquiries in a courteous, friendly and efficient manner.

Switchboard operators are customer service professionals who manage multiple phone lines and perform light clerical duties. Employers hire switchboard operators who have the following specific skills:

• Communication skills – switchboard operators use verbal communication skills to take and route incoming phone calls, and written communication skills to take detailed messages
• Speaking — Talking to others to convey information effectively.
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
• Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
• Customer service – because switchboard operators interact with customers over the phone, employers look for individuals who have strong customer service skills
• Service Orientation — Actively looking for ways to help people.
• Writing — Communicating effectively in writing as appropriate for the needs of the audience.     
• Mechanical skills – switchboard operators manage switchboards and may work with other technical equipment such as headsets and intercoms, which requires some mechanical skill
• Computer skills – switchboard operators work with multiple software programs to take messages and perform clerical duties, which requires some computer skills
• Attention to detail – monitoring multiple phone lines requires good attention to detail

(Source: YourCareer)

Duties and Tasks

• Operate switchboards and consoles to connect, hold, transfer and disconnect telephone calls
• Respond to callers' inquiries by providing information such as telephone numbers, dialling codes, call costs, time delays and service difficulties
• Investigate operating system problems and informing maintenance services
• Alert emergency services when required
• Record details and determining charges for designated types of calls
• May monitor the efficiency of systems and maintain service sampling records
• Answer incoming calls, greeting callers, providing information, transferring calls, or taking messages as necessary.
• Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.
• Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.
• Relay or route written or verbal messages.
• Place telephone calls or arrange conference calls as instructed.
• Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules.
• Process incoming or outgoing mail, packages, or deliveries.
• Record messages, suggesting rewording for clarity or conciseness.
• Monitor alarm systems to ensure that secure conditions are maintained.
• Monitor emergency and code alarms, make emergency announcements, or route emergency calls to the appropriate location.
• Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts.
• Answer simple questions about clients' businesses, using reference files.
• Keep records of calls placed and charges incurred.
• Stamp messages with time and date and file them appropriately.
• Complete forms for sales orders.
• Contact security staff members when necessary, using radio-telephones.
• Perform various cash handling tasks, such as collecting payments, making bank deposits, or managing petty cash.
• Place orders, such as for equipment, supplies, or catering for meetings.
• Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes.
• Monitor phone lines to see how long customers are waiting on hold and to address them when hold times become too long.
• Make outbound calls to various parties as requested, including international calls. They also contact multiple parties to arrange conference calls upon request.
• Retrieve voice mail messages left by customers.

Working conditions

Switchboard operators work indoors in offices, usually sitting for extended periods of time in front of a switchboard system and/or computer. They spend a significant amount of their working day talking to customers on the phone.

In some industries switchboard operators work standard business hours. However, in others they work varied shifts, including early mornings, late evenings, weekends and public holidays. Hospitals, businesses, and call centers hire switchboard operators for full- and part-time shifts that can include evening and weekend hours.

Switchboard operators commonly work in office environments and call centers, and do not leave this area to perform their work duties, as they must remain in close proximity to the switchboard. Switchboard operators may work independently or within a larger team of receptionists and office assistants. They primarily report to a direct supervisor.

Tools and technologies

Switchboard operators use complex phone systems with multiple incoming lines and internal extensions within the organisation. Depending on the organisation, they may also use the paging system to alert staff of incoming calls.

Switchboard operators usually work with telephone switchboard systems, computers, and, may work with other technical equipment such as headsets and intercoms. They also need to be familiar with word processing and other computer software applications. They may operate PBX or private branch exchange switchboards to facilitate connections.

Education and training/entrance requirements

You can work as a Switchboard Operator without formal qualifications. Some on the job training may be provided. Some workers have Vocational Education and Training (VET) qualifications in areas such as business or clerical studies. However, entry into this occupation may be improved by obtaining customer service experience or a qualification in customer engagement. Certificate II and III in Customer Engagement is offered at TAFE colleges and other registered training organisations throughout Australia.

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