Sample Resume - Receptionist by ocak

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									Job Description: Receptionist
Division: Department: Reports To: Administration Customer Service Department Manager Customer Service Department Manager Salary Grade: FLSA Status: Approved Date: B Nonexempt

Job Summary Answer inquiries and obtains information from general public, customers, visitor and employees. Provides information regarding routine business, sales and delivery activities.

Essential Functions
Essential functions include, but are not limited to, the following: Administrative Duties * Operates telephone switchboard to answer, screen, and forward calls, providing information and taking messages * Greets persons entering establishment, determines nature and purpose of visit, and directs or escorts them to specific destinations * Indexes customer invoices, pick ups and miscellaneous accounts receivable items. Customer Focus Duties * Assists applicants with interview process and job openings * Listens to and resolves internal and external customer complaints * Provides information about establishment such as location of departments or offices, employees within the organization, or services provided * Answers questions from internal and external customers; may include answering the telephone, accessing computerized information, and/or coordinating with other departments to obtain answers

Minimum Qualifications
* High School Diploma/GED * Ability to read, write, speak, and comprehend English language * At least 21 years of age

Preferred Qualifications
* 6 months to 1 year of customer service experience * Microsoft Office skills (Basic skills in Word, PowerPoint, Excel, and Outlook) * Ability to navigate through VIP software and/or other Windows-based applications * Ability to comprehend Spanish language

Supplementary Information
Tools/Equipment * Calculator/10-key calculator * Computer * Scanner * Printer Physical Demands While performing duties of this job, the employee is frequently required to sit for long periods of time. The employee is occasionally required to stand, walk, reach, and grasp with hands/fingers. Working Conditions The employee is regularly required to work in a structured environment with repetitive tasks that require a high degree of accuracy. The employee is often required to engage in face-to-face contact with others in an office and warehouse environment and from the public.

Performance Management

Receptionist 8/12/2008

Performance Evaluation: Receptionist
Evaluation Guidelines Performance management is a continual process designed to foster communication between managers and employees. Managers are encouraged to discuss specific accomplishments and areas that require improvement on an ongoing basis. Performance management includes goal setting, coaching and feedback, recognition, performance improvement and discipline, and performance evaluation. One month prior to this review, ask the employee to complete this form to detail how well he or she has met his or her objectives for this review period. Ask the employee to be prepared to discuss his or her achievements, accomplishments, responsibilities, and future goals—and how those goals will affect department objectives as well as corporate objectives.

Definition of Performance Ratings 4 3 2 Exceeds performance expectations Exceeds some performance expectations Meets performance expectations Meets some performance expectations Does not meet performance expectations

      

Goes above and beyond, consistently exceeding expectations High performance behaviors Meets all basic requirements and exceeds some expectations High performance behaviors Meets all basic requirements Average performance behaviors

1 Less than 1

Meets some, but not all, expectations; needs improvement in quality/quantity of work

 Low performance behaviors  Performs significantly below expectations; performance action required.  Low performance behaviors
2007 Merit Increase Schedule

4 3 2 1 Less than 1

Exceeds performance expectations Exceeds some performance expectations Meets performance expectations Meets some performance expectations Does not meet performance expectations

7.00% of base pay 5.00% of base pay 3.00% of base pay 1.00% of base pay N/A

Employee Name

Today’s Date

Date of Hire

Evaluator

Review Period
March–September

Type of Evaluation:

Goal Review

Performance Management

Receptionist 8/12/2008

Competency Review—September
Complete this section based on your direct observations and knowledge of this employee’s performance compared to the target behaviors for each job competency. In the comment sections, use specific examples to support or illustrate your rating. Comments must be given for all competencies. Competency Conscientiousness—Reliability/Rule Following/Safety Competency Conscientiousness—Work Ethic Competency Customer Service Competency Cognitive Skills—Learning/Numerical Ability Competency Cognitive Skills—Planning/Problem Solving/Critical Thinking Competency Cognitive Skills—Communication Competency Organizational Citizenship Rating Competency Conscientiousness—Reliability/Rule Following/Safety Conscientiousness—Work Ethic Customer Service Cognitive Skills—Learning/Numerical Ability Cognitive Skills—Planning/Problem Solving/Critical Thinking Cognitive Skills—Communication Organizational Citizenship 0.00 0.00 0.00 0.00 0.00 0.00 0.00 Rating 0.00 Rating 0.00 Rating 0.00 Rating 0.00 Rating 0.00 Rating 0.00 Rating 0.00 X Weight = Weighted Ratin 0.15 0.10 0.20 0.10 0.10 0.25 0.10 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00

Total Rating (sum of weighted ratings)

Performance Management

Receptionist 8/12/2008

Performance Improvement Plan (any areas scoring a 1 or below)
If an employee receives scores of 1 or below in any competency, discuss specific areas for performance improvement and arrive at mutually agreed-upon action plans/goals for the coming performance period. Action Plan/Goal Follow-Up Date

Employee Acknowledgment
By signing this form, you confirm that you have discussed this review in detail with your manager. Signing this form does not necessarily indicate that you agree with this evaluation.

Employee Signature

Date

Manager Signature

Date

Performance Management

Receptionist 8/12/2008

Career Development Goals
Discuss with the employee specific areas for career development and arrive at mutually agreed-upon action plans for the coming performance period. Career Development Goal Action Plan Follow-Up Date

Employee Acknowledgment
By signing this form, you confirm that you have discussed this review in detail with your manager. Signing this form does not necessarily indicate that you agree with this evaluation.

Employee Signature

Date

Manager Signature

Date

Performance Management

Receptionist 8/12/2008

Compensation Summary and Employee Acknowledgment
Employee Name
0

Today’s Date

Date of Hire

Evaluator
0

Review Period
March–September Goal Review

Type of Evaluation:

Compensation Overview
Current base pay rate Merit increase percentage Merit increase dollar amount New base pay rate Bonus amount (if applicable)

#N/A #N/A #N/A

Employee Acknowledgment
By signing this form, you confirm that you have discussed these changes with your manager.

Employee Signature Manager Signature

Date Date

Performance Management

Receptionist 8/12/2008

Conscientiousness—Reliability/Rule Following/Safety
The degree to which one does what is expected of him/her, can be depended upon to adhere to one’s schedule and work requirements, and adheres to and promotes the safety procedures for all relevant domains of the job. Behavior # Low Performance Behaviors 0 1 Does not follow rules/correct procedures for performing the job; takes short-cuts or makes exceptions for certain people or situations that result in negative consequences. Average Performance Behaviors 2 Adheres to rules/correct procedures for performing the job, but may take shortcuts or make occasional exceptions with minimal consequences. High Performance Behaviors 3 4 Consistently adheres to rules/correct procedures for performing the job; obtains supervisory approval if deviations from standard operating procedures are needed. Comments Score Weight 0.15 Total Score

1

0.00

2 3

Does not complete work tasks in a timely and accurate manner. Often misses work or arrives late without adequate justification or notification; repeatedly fails to clock in/out. Does not follow safety/security precautions and procedures (e.g., leaves doors or files unlocked) with respect to working with money/account information.

4

Completes work tasks in a timely and Completes work tasks in a timely and accurate manner with minimal reminders. accurate manner without the need for reminders. Generally comes to work when expected Displays an exceptional attendance and arrives on time; usually clocks in/out. record and can be counted on to arrive at work on time; always clocks in/out. Most of the time, follows safety/security Consistently follows safety/security precautions and procedures (e.g., locks precautions and procedures (e.g., doors or files as required) with respect to locks doors or files as required) with working with money/account respect to working with information. money/account information, even when it is inconvenient; instructs others to do the same.

0.20

0.00 0.00

0.30

0.35

0.00

Conscientiousness—Reliability/Rule Following/Safety

Overall Rating

1.00

0.00

Performance Management

Receptionist 8/12/2008

Conscientiousness—Work Ethic
The degree to which one displays initiative, pride, focus, and accountability, and generally works hard while on the job. Behavior # Low Performance Behaviors 0 1 Delays the start of work and exerts a minimal amount of effort; gets distracted from tasks easily. Average Performance Behaviors 2 Usually starts working upon arrival and exerts an adequate amount of effort; maintains attention to tasks most of the time. Allows undesirable tasks, such as filing, to build up but understands the importance and eventually completes. Completes tasks within the expected time frame. Accepts additional responsibilities when asked. Does not blame others; accepts responsibility for mistakes when confronted by others. High Performance Behaviors 3 4 Starts work immediately and exerts an exceptional amount of effort; maintains exceptional task focus despite interruptions or distractions. Stays on top of even the undesirable tasks, such as filing; treats all tasks as important. Completes tasks faster than most others without sacrificing accuracy/quality. Seeks out additional responsibilities. Does not blame others, even when others have made mistakes; informs others, openly accepts responsibility, and initiates action when he/she makes a mistake. Maintains an exceptionally clean and organized work area. Comments Score Weight 0.20 Total Score

1

0.00
0.15

2 3 4

Avoids undesirable tasks, such as filing; treats undesirable tasks as less important. Takes more time than should be required for completing tasks. Avoids opportunities to take on additional responsibilities. Blames others; does not accept responsibility for mistakes made on the job.

0.00 0.00 0.00

0.15

0.20 0.10

5

0.00

6

Does not maintain a clean and organized work area.

Maintains a moderately clean and organized work area.

0.20

0.00 0.00

Conscientiousness—Work Ethic

Overall Rating

1.00

Performance Management

Receptionist 8/12/2008

Customer Service
The degree to which one is oriented towards serving internal and external customers and actively attends to their needs with professionalism and despite difficulties. Behavior # Average Performance Behaviors High Performance Behaviors 2 3 4 Responds to requests with relevant Goes out of one’s way, within reason, assistance, if little or no personal sacrifice to provide assistance or to obtain is involved. information for others, in spite of personal costs. Passes customer questions or requests Listens to customer questions or requests Independently responds to customer off to others; is rude or ineffective but may involve others instead of questions or requests with when talking to customers. handling it on own; maintains one professionalism and action; adapts adequate style of customer service. customer service style as needed (knows when to be firm and when to concede). Rarely follows up with others to Usually follows up with others to ensure Proactively follows up with others to ensure that requests or concerns are that requests or concerns are resolved. ensure that requests and concerns are resolved. always resolved. Loses control and/or responds Tolerates difficult individuals and Defuses and resolves a tense situation inappropriately when faced with responds tactfully. by responding to difficult others with difficult individuals. tact, empathy, and patience. Reacts defensively or emotionally to Most of the time, keeps emotions under setbacks; reacts to stress by panicking control; tolerates stressful situations with or complaining to others. supervisor assistance. Handles difficult situations or emotions with ease and composure; effectively manages stressful situations without supervisor assistance. Displays a highly professional appearance and attitude that is exemplary of Monarch Beverage's image (e.g., appropriate attire, positive attitude). Low Performance Behaviors 0 1 Says ―no‖ to others’ requests for assistance; or provides grudging or minimal assistance. Comments Score Weight 0.10 Total Score

1

0.00
0.15

2

0.00

3 4

0.10

0.00 0.00

0.25

0.20

5

0.00
0.20

6

Displays an unprofessional appearance and attitude that is not representative of Monarch Beverage's image (e.g., inappropriate attire, negative attitude).

Displays a moderately professional appearance and attitude, usually consistent with Monarch Beverage's image (e.g., appropriate attire, positive attitude).

0.00

Customer Service

Overall Rating

1.00

0.00

Performance Management

Receptionist 8/12/2008

Cognitive Skills—Learning/Numerical Ability
The degree to which one effectively and efficiently learns and utilizes the required job knowledge, skills, and information. Behavior # Low Performance Behaviors Average Performance Behaviors 0 1 2 Requires considerable time to learn Learns job content (e.g., codes, job content (e.g., codes, terminology, terminology, procedures, rules, policies, procedures, rules, policies, products). products) at a reasonable pace. Displays difficulty with categorization Adequately handles categorization and and alphabetizing tasks. alphabetizing tasks. Exhibits difficulty understanding basic functions in job-relevant software/tools. Does not understand explanations or instructions; requires frequent repetition. Requires frequent assistance or repeatedly makes errors when entering data Understands basic functions in jobrelevant software/tools. High Performance Behaviors 3 4 Learns job content (e.g., codes, terminology, procedures, rules, policies, products) quickly and easily. Excels at categorization and alphabetizing tasks. Understands advanced functions in job-relevant software/tools. Comments Score Weight 0.20 Total Score

1 2 3 4 5

0.00
0.15

0.00 0.00 0.00 0.00 0.00

0.15

Understands explanations or instructions Quickly understands explanations or if thorough or with occasional repetition. instructions with no repetition required. Enters data correctly most of the time, but Enters data quickly and accurately requires occasional assistance/correction. without assistance.

0.25

0.25

Cognitive Skills—Learning/Numerical Ability

Overall Rating

1.00

Performance Management

Receptionist 8/12/2008

Cognitive Skills—Planning/Problem Solving/Critical Thinking
The degree to which one plans various steps/tasks in one’s work processes, manages time, navigates through unexpected situations, and evaluates situations from a broad perspective. Behavior # Low Performance Behaviors 0 1 Requires assistance and struggles to adapt when unexpected situations arise. Does not look out for preventable problems; struggles to generate approaches to solve recurring problems. Sees only surface-level issues; does not probe or think about underlying issues/causes of problems. Average Performance Behaviors 2 Shows some level of adaptability and requires little assistance when unexpected situations arise. Prevents typical problems; learns from experience and generates approaches to solve recurring problems. Identifies underlying issues/causes of problems over time, or with assistance; investigates situations with guidance. High Performance Behaviors 3 4 Easily adapts to handle unexpected situations with minimal or no assistance. Prevents typical and uncommon problems; independently generates approaches to solve unique problems. Quickly and accurately identifies underlying issues/causes of problems without assistance; goes out of one’s way (within reason) to investigate. Efficiently manages time, meets deadlines, and skillfully judges the priority and importance level of tasks without guidance or assistance. Comments Score Weight 0.15 Total Score

1 2

0.00 0.00

0.15

0.15

3

0.00
0.15

4

Mismanages time; misses deadlines; Requires some guidance or assistance, but misjudges priorities or importance of is able to manage time, meet deadlines, tasks. and judge the priority and importance level of tasks most of the time. Requires continual guidance and assistance with task completion; thinks more about individual tasks than the big-picture processes. Engages in routine procedures without questioning things that do not make sense; does not recognize problem situations.

0.00
0.15

5

Follows instructions for completing work; Offers suggestions for process provides feedback when questioned about improvements; devises unique process efficiencies or effectiveness. methods for handling work more efficiently or effectively. Occasionally questions things that do not Appropriately questions things that make sense; thinks critically about do not make sense; thinks critically commonly encountered problems. about problems even when unfamiliar.

0.00
0.25

6

0.00

Cognitive Skills—Planning/Problem Solving/Critical Thinking

Overall Rating

1.00

0.00

Performance Management

Receptionist 8/12/2008

Cognitive Skills—Communication
The degree to which one is able to adequately convey and receive messages and maintain open exchanges of information through speech and writing. Behavior # Low Performance Behaviors Average Performance Behaviors 0 1 2 Does not pay attention to what others Pays attention to what others are saying. are saying. When responding to questions, does not provide a relevant or informed response. Does not keep others appropriately informed. Does not speak clearly and logically. Consistently relies on one mode of communication (e.g., email, phone, face-to-face) when other modes would be more appropriate and effective for a situation. Makes several errors in paperwork and written communications. High Performance Behaviors 3 4 Actively listens to what others are saying and asks for clarification when needed. Responds to questions, but may not Expertly responds to questions with a always have the most relevant or informed relevant and informed response. response. Keeps others informed as needed. Proactively keeps others informed at all times. Speaks clearly and logically most of the Displays exceptional speech clarity time. and logic. Communicates as needed, even if the most Accurately determines the most appropriate mode of communication (e.g., appropriate mode of communication email, phone, face-to-face) for a situation (e.g., email, phone, face-to-face) for is not always used. the situation; is effective across modes. Makes few errors in paperwork and Accurately completes paperwork and written communications. written communications. Comments Score Weight 0.20 Total Score

1 2 3 4 5 6

0.00
0.15

0.00 0.00 0.00 0.00

0.10 0.20 0.20

0.15

0.00 0.00

Cognitive Skills—Communication

Overall Rating

1.00

Performance Management

Receptionist 8/12/2008

Organizational Citizenship
The degree to which one is a loyal, team-oriented employee and displays a positive attitude towards work, others, and the organization as a whole. Behavior # Low Performance Behaviors 0 1 Avoids assisting other company personnel. High Performance Behaviors 3 4 Volunteers to provide assistance to other company personnel in spite of personal costs. Displays a poor attitude and is Most of the time, displays a positive Consistently displays a positive inflexible towards changes in demands attitude and tolerates changes in demands attitude and quickly adapts to changes and schedule. and schedule when necessary. in demands and schedule. Shows disrespect or a lack of Shows a general understanding of and Fosters a deep appreciation for understanding for diversity in people respect for diversity in people and diversity in people and opinions. and opinions. opinions. Resists direction from authority. Accepts direction from authority. Trusts authority. Embodies and promotes Monarch Beverage's mission and principles. Appears unconcerned or unfamiliar Maintains awareness of and adheres to with Monarch Beverage's mission and Monarch Beverage's mission and principles. principles. Average Performance Behaviors 2 Provides assistance to other company personnel when specifically asked. Comments Score Weight 0.20 Total Score

1 2 3 4 5

0.00 0.00 0.00

0.25

0.15

0.10 0.30

0.00 0.00 0.00

Organizational Citizenship

Overall Rating

1.00

Performance Management

Receptionist 8/12/2008


								
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