A good first impression counts, and as the initial point of human contact for any business, a receptionist needs to create a welcoming yet professional image. After all, a warm greeting by a receptionist can speak volumes about how the company will treat its customers.But successfully running the front desk calls for much more, and the role of a receptionist demands an impressive line-up of technical and soft skills. How you ever stopped to think what those skills might be?Whether you're fresh out of school, a seasoned professional exploring a career pivot, returning to the workforce, looking to enhance your current role, or simply someone who often finds themselves at the front desk, this blog is for you.From professional services to the medical field to construction, being a receptionist is far more than answering phones and greeting visitors; it's about being the face and voice of a company, managing information, and ensuring seamless operations.With May 10th 2025 marking National Receptionist’s Day, take a closer look at the top seven areas of improvement for a receptionist that can go a long way to ensure the workplace runs like a well-oiled machine.
In today’s technology-driven workplace, receptionist skills need to encompass managing cloud-based phone systems, appointment scheduling apps, and handling paperwork, printers and copiers. Word processing skills are essential but receptionists may also be asked to work with Excel, desktop publishing software or industry-specific programs.With so many companies asking their employees to do more with fewer resources, receptionist often find their duties have expanded well beyond the initial job description and this can call for additional skills such as social media management or event planning.Related: How to plan your career
A front desk receptionist can often find themselves without colleagues to consult at neighbouring workstations. As a result, the ability to work independently is among the top receptionist skills.This calls for the ability to think fast and come up with innovative solutions to different challenges – all while reassuring clients, customers and co-workers that they in the hands of a professional.
Receptionists know that communication skills are at the heart of their job.Along with providing accurate information about the business to customers, receptionist skills include managing tricky calls, dealing with difficult customers or time-poor co-workers, and sending clear, succinct messages to the appropriate recipient either verbally or in writing via email or SMS.For example, you may find yourself in a position where you need to de-escalate a situation in the reception area. Being a brilliant communicator will allow you to actively listen to the person, repeat their concerns, acknowledge their frustration, use empathetic language, avoid judgment or blame, use positive body language, offer options and solutions and involve a supervisor if necessary. In this way, you are able to deal with the situation calmly and resolve conflicts to maintain a positive image for your company.
Throughout each working day, receptionists juggle a multitude of different tasks, managing the demands of screening calls, making appointments, taking and relaying messages and still completing clerical tasks on time.It calls for a high level of multi-tasking coupled with strong receptionist skills such as time management and the ability to prioritise duties. In a busy workplace that can mean operating with grace under fire.Emma Sestic, associate director at Robert Half and specialised office support recruiter with 15 years of experience says to be a successful receptionist, you need to be able to multitask. “In your resume, ensure you highlight your ability to multitask. This can include how you juggle multiple meetings, multiple visitors and multiple calls at a given time. This is essential to keep the business churning.”Related: How to plan your career progression
Take a look around your workplace, and it’s likely the front desk is the neatest work area in the office. It has to be this way as a front desk laden with paperwork doesn’t just convey a poor impression to visitors, it can also represent an information security risk.So a good receptionist has to be a genius organiser with a system in place to find contact details or files at a moment’s notice when requests come in on the fly, while still maintaining a super tidy desk.
No business can afford to have phone calls unanswered or leave clients unattended – even for just a few minutes.Companies depend on the receptionist to arrive punctually at the front desk each morning, return from lunch at the allotted time, and not let anything slip through the cracks during the day.Related: How to seek professional development training
Research reported in the Harvard Business Review found co-workers tend to collaborate better with like-minded colleagues. This explains why the marketing team tends to socialise together, or the IT department is likely to be a close-knit group.Receptionists do not have the luxury of working chiefly with colleagues who may be very similar in outlook or qualifications to themselves. They need to maintain good relationships with EVERY employee, including senior management and executives, while also having the interpersonal skills needed to deliver high-quality face-to-face contact with clients and visitors.On top of this, cultural awareness is a vital skill for receptionists. Understanding and respecting cultural differences in communication styles and customs can help you build rapport, avoid misunderstandings, and create a welcoming environment for everyone. Whether it's greeting someone in their native language, being mindful of personal space preferences, or adapting your communication style, cultural sensitivity can significantly enhance your effectiveness as a receptionist and build your interpersonal skills.Related: How to improve your soft skills
As the first (and possibly the last) person to greet you or your visitors at work each day, your receptionists are often unsung heroes.The bottom line is that the broad range of receptionist skills needed at the front desk makes the receptionist a well-rounded professional on whom so much of the smooth running of the workplace depends.National Receptionist’s Day is about taking the time to acknowledge the contribution your receptionist makes in upholding the image of the business and helping you do your job more effectively.Let's face it: You probably wouldn't be nearly as organised, on the ball or, frankly, successful if it weren't for the hardworking receptionist on your team.
How can I improve my communication skills for a receptionist role?Actively listening by paying full attention to who is speakingSpeaking clearly and confidently at an appropriate paceMaintaining open body language by smiling genuinely and making eye contactMastering the art of writing clear and concise notes and emailsAnswering calls promptly and professionally, identifying yourself and the companyLearning to handle difficult situations calmly and diplomaticallyBeing aware of cultural differences in communication styles and adapt your approach accordinglySeeking opportunities to improve your communication skills through training courses, workshops, or online resourcesHow can I become a more organised receptionist?Use digital tools like shared calendars, documents and task management apps to streamline scheduling, appointments and communicationDevelop a consistent and simple system for filing with both hard copy and digital documentsIdentify urgent tasks and do them firstUse to-do lists or project management tools to track deadlines and workloadAllocate specific time slots for different tasks, such as answering emails, returning phone calls, or managing appointmentsKeep your workspace and reception area clean and clutter-freeProactively anticipate the needs of your colleagues and guests by stocking up on office supplies, preparing meeting rooms in advance and anticipating potential issuesWhat are some good conflict resolution techniques for receptionists?Actively listenStay calm and professionalIdentify the issueOffer solutionsInvolve a managerDocument the incidentFollow upOther tips include being proactive. If you anticipate a potential conflict, try to address it early on before it escalates. Politely but firmly enforce company policies and procedures while also practicing empathy.What are some additional skills that can help me get promoted from receptionist?Technology proficiency in CRM systemsProject management in taking initiative on small projects like organising events or streamlining office proceduresDemonstrate leadership qualities, such as stepping up to train new staff or offering solutions to common problemsGoing beyond simply identifying issues and proactively finding solutions demonstrates your critical thinking and ability to take ownership of challengesHow can I showcase my receptionist skills on a resume?Group your skills into technical skills and soft skills. For example:Technical skillsList specific software you’ve used and are proficient inMention experience with filing, data entry, record-keeping or managing office suppliesHighlight your familiarity with phone systems, email platforms, and other communication toolsSoft skillsDescribe instances where you provided excellent service, resolved complaints, or went above and beyond for clients/visitorsEmphasise your ability to communicate clearly, professionally, and effectively both verbally and in writingHighlight your ability to build rapport, maintain a positive attitude, and work collaboratively with colleaguesMention your ability to multitask, prioritise tasks, and maintain an organised workspaceWhat are some receptionist skills specific to the medical industry?Familiarity with common medical terms, abbreviations, and procedures-Knowledge of HIPAA (Health Insurance Portability and Accountability Act) regulationsProficiency in using EHR systems for scheduling appointments, managing patient information, processing insurance claims, and maintaining accurate medical recordsHandling sensitive patient information while maintaining discretion and confidentialityUnderstanding medical billing and coding, insurance verification, and appointment scheduling proceduresThe ability to remain calm and respond effectively in emergency situationsHow can I handle difficult patients as a receptionist in a medical office?Remain calm and professionalActively listenShow empathyOffer solutionsSet boundariesEnlist helpDocument incidentsWhat are some interview questions for receptionist positions?Tell me about your previous experience as a receptionist. What were your primary responsibilities?How do you prioritise tasks when you're faced with multiple requests simultaneously?How would you describe your communication style? How do you adapt it to different people?How do you handle unexpected situations or changes in your work routine?How do you handle incoming mail and deliveries?Describe a time when you had to handle a difficult customer or visitor. How did you resolve the situation?How much do receptionists typically get paid?According to the Robert Half Salary Guide, a receptionist salary in Australia sits between $56,000 and $66,0000. Visit the Robert Half Salary Guide for regional salaries in major cities in Australia.
