2. Reception

Scope

Definition

Reception is the client's welcome and check-in at the front desk, until the Relationship Manager takes over.

Applicable to
  • All clients, with or without a booking
  • Done by the Receptionist.
  • Bookings, walk-ins included: the Floor Manager. The Floor Manager does all bookings in Zenoti.

What You Need

  • Equipment
    • Zenoti

Procedure

Sr Step Time By
Previous: 1. Arrival, step 5 is done. - -
1 In the morning: Check the day's appointments in Zenoti. The Receptionist, the Relationship Manager and the Floor Manager all know who is coming and when. Receptionist
Relationship Manager
Floor Manager
2 Recognise the client from the booking times, not from photos.
New client with a booking, not sure who walked in: ask "Mr or Ms [last name from Zenoti]?" in a question tone to confirm.
Still not sure: ask for their phone number.		 Receptionist
3 Stand and smile when the client enters. Say: "Welcome to Leor." Receptionist
4 Check the client in in Zenoti (status "Checked in").
Client more than 30 minutes late: the appointment counts as missed. Never blame the client. Ask the Floor Manager for the next free slot today. Free: book it. Not free: book a later appointment. Follow Booking.
Client early: start earlier if people, room and machine are free. If not, the client waits comfortably, with a hot drink.		 Receptionist
5 Walk-in without a booking: Ask how you can help: "How can I help you?" The Floor Manager checks if a Doctor slot is free.
Slot free: book the consultation now.
Not free: book a later appointment.
No special rule for window shopping clients.		 Receptionist
Floor Manager
6 Offer the client a seat. Receptionist
7 Tell the client the Relationship Manager will attend to them. The Relationship Manager should already expect the client.
Relationship Manager not expecting the client: call the Relationship Manager, or post in the center WhatsApp group.		 Receptionist
8 **Ask the [[Hospitality executive Hospitality Executive]] for a drink*: what the client asks for.
Long wait, or after the service: offer a hot drink.
Short of time, before the service, or late:* cold only.
Next: 3. Coordination - -