What does a receptionist do?
A receptionist is the organization’s first point of contact—greeting visitors, answering and routing calls, managing calendars and meeting rooms, handling mail/couriers, maintaining visitor logs, and directing inquiries to the right teams while upholding a polished, professional front desk.
What are the key skills to assess while looking for a receptionist?
- Communication & Phone Etiquette: Clear, friendly tone; accurate call routing.
- Customer Service & Empathy: Warm greetings, problem ownership, de-escalation.
- Multitasking & Prioritization: Balancing calls, walk-ins, deliveries, and schedules.
- Organization & Scheduling: Calendar management, room bookings, conflict avoidance.
- Tools Fluency: Phone consoles/switchboards, calendar apps, email, visitor management systems.
- Attention to Detail: Error-free messages, correct names/titles, precise directions.
- Confidentiality & Judgment: Discreet handling of sensitive info; smart escalation.
- Professional Demeanor: Composure under pressure; brand-appropriate presentation.
What are the KPIs for a receptionist?
- Call Answer Time / First Response Time
- Accurate Call Routing % / First-Call Resolution (front desk scope)
- Message Accuracy Rate (name, number, action required)
- Visitor Wait Time and Check-In Compliance (visitor log completion)
- Scheduling Accuracy (double-booking rate, last-minute change handling)
- Meeting Room Utilization & Conflict Rate
- Front Desk CSAT / Service Rating (internal & external)
- Email/Ticket Response Time (front desk inbox)
- Mail/Courier Turnaround Time (receipt to handoff)
- Escalation Compliance (safety, facilities, IT issues)
How will these questions help?
These receptionist interview questions map directly to front-desk realities—busy lobbies, simultaneous calls, last-minute changes—so you can:
- Predict Performance: Tie answers to KPIs like call answer time, routing accuracy, and visitor wait time.
- Reduce Risk: Surface gaps in confidentiality, escalation, or visitor verification before hiring.
- Elevate Brand Experience: Select candidates who communicate warmly and represent your brand professionally.
- Improve Operations: Hire receptionists who prevent scheduling conflicts, keep messages accurate, and coordinate smoothly across teams.
