Scheduling appointments

THIS WEEK, I will complete the unit with the final objectives. They are – students should be able to: ■ Demonstrate the ability to plan, make the follow-up, and manage appointments for an executive.

■ State the importance and use of reminder systems.

There are various guidelines which the receptionist must be familiar with in scheduling appointments. For regular meetings, the receptionist should mark the executive’s calender at the beginning of the year. Some appointments may be scheduled and confirmed by mail. These will serve as a reminder to the parties involved. There are times when the executive may direct the scheduling of an additional appointment for a visitor presently in the office. Sometimes it is necessary to make an appointment for an unexpected visitor. There are also occasions when the executive formulates his/her own appointments. To avoid confusion, the receptionist must compare his/her appointment schedule with the executive’s and allow his/her appointments to take precedence over those he/she has previously scheduled. It is necessary for both the executive and the receptionist to work together in coordinating appointments.

APPOINTMENTS

In order to ensure the smooth flow of appointments, it is important that the receptionist keeps an appointment schedule. The receptionist will immediately be able to see the names of visitors to the various departments on any given day. Once the appointment has been kept, it is usual to place a tick over the appropriate column.

The receptionist should also brief the executive on the nature of the visitor’s call. In this way preparation can be made before the visitor arrives. The purpose of the visit would also determine the length of time required. The time factor is very important when scheduling appointments for regular visitors.

When arranging appointments, the receptionist should not set up consecutive meetings of equal intensity. A competent receptionist will endeavour to stagger appointments throughout the day.

In an organisation which sees visitors between selected hours each day, care should be taken that appointments are selectively spaced, based on the executive’s scheduled activities.

Computers are widely used as a means of making appointments for clients or visitors to the organisation. For example, at resorts and hotels, people who call to make reservations are registered on the computer.

CANCELLING APPOINTMENTS

In some offices, the receptionist is required to compose and type a letter to cancel appointments, and also to be able to use the correct telephone techniques when it is necessary to postpone appointments. There are certain procedures which the receptionist should follow. He/she will be required to contact the potential visitor. To do this, he/she should consult the reception register. Every effort should be made to contact the individual as soon as possible by telephone. This call should be followed by a letter confirming the cancellation of the appointment; the letter should be typed in duplicate so that the receptionist has a copy for reference.

Your assignment this week is in two parts:

1. (a) Examine the receptionist facilities currently in operation in your school and write are report to your principal suggesting how it can be improved.

(b) Design appropriate reception facilities for your school and write a report to your principal explaining how your plan can be put into effect, to the advantage of the institution.

2. Multiple choice: Choose one correct answer from the alternatives given.

1. Part of a receptionist’s duties is to: (a) Serve refreshments.

(b) Provide information.

(c) Direct visitors.

(d) Check persons in and out of the office.

2. A receptionist's register is used to show:

(a) All the persons visiting.

(b) Records of visitors’ signatures. (c) Records of incoming mail.

(d) Records of all employees.

3. When an unexpected visitor arrives, the receptionist should:

(a) Announce his\her arrival.

(b) Ask the visitor to wait indefinitely. (c) Try to assist the visitor.

(d) Inform the person he/she wishes to speak to.

4. When accepting delivery of a package, the receptionist should:

(a) Open the package and inspect it. (b) Sign for the package once it is in good order.

(c) Check to see who it's coming from. (d) Inform the addressee so he/she can sign for it.

See you next week.