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					SG Administration - Revision Questions
 2c - Reception                                                                                               Credit

                                                                                                         KU PS




 1     Read the following information and then answer the questions below.Ilesha Goel is                 3      3
       the receptionist at BUZI plc. It is 8.45 am on Friday morning and John from Marketing
       arrives without his ID badge as usual. Ilesha reminds him that he cannot be admitted to
       the building without his badge. John laughs and says, "Oh, you know who I am and I'm
       already late for a meeting". Ilesha lets him through.A Sales Representative arrives
       who claims he has an appointment with Mr Smart, the Sales Manager. Ilesha cannot
       find this appointment diary, but recognises his face and directs him to Mr Smart's office.
       Friday is always a busy day and Ilesha does not have time to go to the canteen for
       her lunch. Instead she eats her sandwich at the reception desk and continues to key in
       today's appointments.(i) Ilesha has failed to follow a number of company procedures
       that day. Identify 3 of these.(ii) Advise Ilesha on how to deal with these situations in
       the future
 2     Describe how electronic diaries have affected the role of the receptionist.                       3



 8     Fiona Lang is General Manager of Smart Look Ltd. The following complaints have                    0      4
       been received from customers regarding the reception area.(i) Bobby Black, the
       receptionist, despite recent training, was rude and unhelpful.(ii) The reception area is
       uncomfortable and unwelcoming.Advise Fiona how she could overcome these
       problems and justify your answers.

 9     Smart Look Ltd currently employs a security guard at the main entrance. Suggest and               2      0
       justify one other way security could be improved within the reception area.


 3     Mai Chu is Head Receptionist of Lochview Hotel, Kinross. During a recent training                        4
       session Mai was asked how she would deal with the following security problems, if they
       occurred at the hotel.(i) A suspicious parcel left at reception(ii) An aggressive visitor
       Suggest how Mai could deal with each of the above problems. Give reasons for your

 4     Suggest and justify 2 methods of record-keeping which could be used by a receptionist.            4



 5     Polly Pann has recently been employed as a Receptionist within Hilltops Leisure and                      6
       Fitness Club. Polly recently encountered the following problems and was unsure of the
       procedures to be followed.(i) Staff have been arriving at reception without ID badges,
        insisting they are allowed through.(ii) A suspicious parcel arrived at reception.(iii)
       Polly could not answer a customer enquiry on the times and prices of fitness classes.
       Advise Polly on how to deal with the above situations in the future. Give reasons for
       your answers.

 6     CCTV is the only method of security used by Hilltops Leisure and Fitness Club. Suggest            2
       and justify another security feature which could be introduced in the reception area.


 7     An electronic diary can be used to make appointments and to avoid double-bookings.                2
       Describe 2 other benefits of an electronic diary.



                                                                                                         16     17



East Dunbartonshire Council - D Mitchell & E Reid                                                   Page 12 of 32
 SG Administration - Revision Questions
 2c - Reception                                                                                           General

                                                                                                         KU PS




 4     Kirkindale Leisure Centre is experiencing a number of problems within the reception                    1
       area. Employees and visitors gain access to unauthorised areas - give an example of
       how this problem could be solved.

 3     Kirkindale Leisure Centre is experiencing a number of problems within the reception                    1
       area. The receptionist has difficulty identifying members of staff - give an example of
       how this problem could be solved.

 5     Kirkindale Leisure Centre is experiencing a number of problems within the reception                    1
       area. Personal items have been stolen from the reception area - give an example of how
        this problem could be solved.

 2     Kirkindale Leisure Centre is experiencing a number of problems within the reception                    1
       area. There is a lack of knowledge of the Centre's facilities by reception staff - give an
       example of how this problem could be solved.

 1     A decision has been taken to redesign the layout of the reception area of Kirkindale              3
       Leisure Centre. Suggest 3 features that might be included in this new reception area.


 10    Paula Simmons is the owner of Calderhill Nursery. She is concerned that the reception             3    0
       area is giving a bad impression of the Nursery.How do the following contribute to the
       security of Calderhill Nursery?(i) CCTV(ii) Visitors' book(iii) Combination locks on
       doors

 11    Paula Simmons is the owner of Calderhill Nursery. She is concerned that the reception             0    4
       area is giving a bad impression of the Nursery.State 4 actions that could be taken to
       improve the reception area of Calderhill Nursery.

 6     The following problems have recently been experienced within the reception area of                     4
       Morris plc. Suggest one way in which each of these problems could be solved. Give a
       different solution to each.(a) The reception area is dull and does not create a good
       impression of the organisation.(b) At a recent fire drill, the receptionist was unsure of
       the number of staff in the building.(c) Two separate appointments with the Managing
       Director had been booked for the same time.(d) The reception area is often left

 7     Swanson & Mason's are planning to update the reception area at the their Head Office.             2    3
       (a) Describe 2 duties which could be carried out by the receptionist at Swanson &
       Mason's Head Office.(b) The present security system used at Swanson & Mason is
       limited to locks on the front door.How could security at Swanson & Mason be
       improved? Give 3 suggestions.

 8     Why would a Reception Register be used in an office?                                              1



 9     Bruce Homes Ltd has been having a problem with the receptionist having difficulty                      1
       identifying members of staff.Describe how this problem could be solved?



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East Dunbartonshire Council - D Mitchell & E Reid                                                   Page 13 of 32

				
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