What a receptionist does
Australia's occupation list says receptionists greet clients and visitors, and answer enquiries in person, by phone, email and letter. The work includes:
- welcoming visitors and directing them to the right person
- booking, changing and cancelling appointments
- sorting mail and deliveries
- keeping the reception area tidy
- answering questions about the organisation's services
- passing on messages
England's National Careers Service adds managing sign-ins and security passes, and taking payments. The US occupation database notes that receptionists may hear and resolve complaints.
Skills employers look for
England's National Careers Service lists skills including:
- customer service skills
- attention to detail
- administration skills
- patience and staying calm in stressful situations
- sensitivity and understanding
- using a computer and the main software packages
How the interviews usually work
You may meet the office or practice manager, sometimes after a short phone screen. Some employers add a short computer task, such as a booking or typing exercise.
From the moment you arrive, you're showing the skills of the job. Greet the person at the desk the way you'd want to be greeted.
Questions that test each skill
These are the kinds of questions that test each skill. They are examples, not a list from any one employer.
- First impressions: "How would you greet a visitor while you're on the phone?"
- Juggling tasks: "The phone rings, a courier arrives and a visitor is waiting. What do you do first?"
- Difficult people: "Tell us about a time you calmed someone who was angry."
- Privacy: "A caller asks if their neighbour has an appointment today. What do you say?"
- Accuracy: "Tell us about a time you caught a mistake before it caused a problem."
- Systems: "Which booking or phone systems have you used?"
What to prepare
- Look up the organisation, its services and who visits it.
- Pick true stories about helping people, staying calm and getting details right.
- Practise a phone greeting out loud, with the organisation's name.
- List the systems you've used, and be honest about how well you know each.
- Prepare a question, such as what a busy day at the desk looks like.
In health and legal settings, privacy is part of the job. Show you'd never share personal details without checking first.
A worked answer for a front desk role
Here is a made-up answer to a question that tests calm and care.
Made-up example
Sam, a made-up retail worker applying for a medical centre receptionist job
Question
Situation
Task
Action
- I let him finish, then said I could see why he was upset.
- I asked to see his receipt and bank app, and confirmed there were 2 charges.
- I explained what I could do now and what needed my manager, so he knew what to expect.
- I called my manager, who approved the refund while he waited.
- I gave him a printed refund note and my name, in case it didn't arrive.
Result
Sam stays calm, checks the facts and explains each step. A front desk needs all three.
Questions
Do I need qualifications to be a receptionist?
Not always. Australia's occupation list rates the job at Certificate II or III level. It notes some people reach that level through on-the-job training and experience instead.
Will there be a typing test?
Some employers set one. Ask what the process includes, and practise if you need to.
How do I answer a question about juggling tasks?
Say what you'd do first and why. Then say how you'd let the others know you'll be with them soon.
Sources
Written by Seal the Offer from these pages, last checked on . Rules change, so check the employer's own page and the job ad before you apply.