Meet and Welcome Visitors: Procedures, Purpose and Responsibilities

When meeting and greeting visitors or customers in a business environment, you have those first few seconds to create a good impression that will have a long-lasting impact.

Visitors come into a business environment for various reasons; they could be customers (existing or new), representatives, suppliers, business partners, people from different departments or organisations, and so on. Wherever they come from, they need to be given a good impression of your own business, and be kept safe and comfortable.

The NVQ Course in Business Administration

Though anyone dealing with customers or visitors will find this information helpful, this article was also written to help readers respond to the first part of the NVQ Level 2 Unit in Business and Administration.

You Are the First Point of Contact

The first point of contact with a visitor depends on the structure of the organisation. An office environment or an industrial environment is likely to have a reception area, where the reception administrative officer will be the first point of contact. In a retail environment, any staff could be the first point of contact.

Whatever your role when you meet and greet customers and others on behalf of your organization, if you know the business practices, policies, regulations, and legislation that apply to your organization, and if you have mastered interpersonal and communication skills, then you will be able to create that first best impression.

1. Understand Procedures for Meeting and Welcoming Visitors

1.1. Describe Different Reasons People Visit a Business, Their Requirements and How Their Needs May Be Met

Depending on the business environment and the type of business, one can expect visitors for varied reasons visiting the business premises. It is the organisation’s responsibility to make any visitors feel welcome, meet their requirements and needs and provide them with information and services related to the visit.

Here are some different reasons people may have for visiting business premises:

• Queries regarding products and services
• A desire to talk to a particular member of staff
• Complaints
• Marketing
• Meetings within or among organizations: these include board or committee meetings, "serious concerns" meetings, group discussions
• Collections and deliveries
• Repairs and maintenance
• Audits

Here are some of the varied things visitors to your business may need:

• The correct address, including postcodes and any landmarks.
• Parking facilities. Make sure that there are enough parking spaces within a reasonable distance, including spaces allocated for the disabled.
• Entrances that are clear, clean, and welcoming and reflect the nature of the business.
• Someone to greet and welcome the visitor in the reception area
• Visible, professional-looking signs to lead the visitors to the right area without any confusion.
• Facilities and supplies, like seating, access to restrooms and a supply of booklets, journals, and magazines.
• Facilities for any special needs of the type of visitors the organisation expects.

Here are some different ways in which the needs of visitors visiting a business can be met:

• Always keep reception areas easily accessible with signposts and other information wherever necessary.
• Keep the entrance neat and clean because it reflects the organisation.
• Make sure all the basic necessities and facilities are available: parking, seating, toilet facilities, magazines or newspapers in the waiting area, and drinking water.
• Be ready to answer any queries related to the business.
• Where possible, provide leaflets, booklets or other information resources.
• Make sure that all areas accessible to visitors follow health and safety standards.

1.2 Explain the Purpose of Dealing With Visitors Promptly and Courteously

When visitors come into the business environment, they should be greeted and welcomed politely. Deal with every visitor as soon as you can and respond to their queries promptly and politely. If the organisation serves something to eat or drink, ask them if they would like to have something; if not, you can ask if they would like to have some water.

If the reception area is busy with visitors having to wait for some time, make sure you apologise for the delay and thank them for waiting.

Here are some reasons for dealing with visitors promptly and courteously.

• Because visitors will judge the company based on each employee they meet, a prompt and courteous response from you will create a good image of the organisation.
• Visitors treated courteously will know that the company respects them and considers them important.
• Visitors treated courteously are more likely to maintain a professional attitude and behaviour.
• Visitors treated courteously will trust the company and have a good impression of the organisation.
• Visitors treated courteously will recommend the organisation to others and use the organisation again in the future.

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1.3 Explain the Purpose of Presenting a Positive Image of Self and the Organisation

When visitors visit a business environment, their first point of contact will be the person at reception (most organisations have one), or it may be any person who meets and greets them. As we all know, the first impression always makes a difference and hence presenting a positive image of you and the organisation is very important. Dress and present yourself neatly. Stick to the dress code of the organisation. Smile, maintain eye contact, listen, be positive and do your best to help them with their queries.

Here are some reasons for presenting a positive image of yourself and the company.

• A positive image creates a feeling of confidence in the visitor.
• The visitors retain a positive impression of the organisation.
• A positive image helps build trust between the organisation and its customers and employees.
• A positive image attracts quality clients which will improve the business for the organisation and increase its profits or performance.
• You and the organisation as a whole will be judged and evaluated based on your approach and service.

1.4 Explain the Purpose of Following Health, Safety and Security Procedures When Dealing With Visitors, Including Own Responsibilities

Every organisation has health, safety and security procedures in place. Employees must follow these procedures at all times and make sure these procedures protect visitors as well.

Here are some reasons for following health, safety, and security regulations when visitors are involved:

• To keep the organisation and its environment a safer place to visit and work
• To prevent health and safety risks for employees and visitors.

Here are some ways to make sure that health, safety, and security regulations are being followed in a way that protects visitors:

• Make sure that you have recorded visitors according to organisation procedures to ensure security.
• Make sure there is proper ventilation in areas where visitors have access and where employees work.
• Keep the temperature of working and visiting areas comfortable.
• Maintain toileting, washing and restroom facilities so that visitors can use them without issues.
• Make sure someone accompanies visitors wherever they are in the presence of risks they may have not been trained about.
• Have all required first aid facilities within reach.
• Separate visiting areas from large machinery and equipment to avoid accidents.
• Make sure warning signs are placed where appropriate.
• Make sure that there are no trailing wires or tripping hazards.
• Make sure floors, stairs and other parts of the premises are safe for visitors and others.
• Confirm that any hazardous materials the business uses are stored and handled with required methods in a safe place.
• Make sure visiting areas as well as working areas are free of flammable, explosive, radioactive, and other harmful materials.
• Make sure machines, devices, and equipment that operate in the organisation’s premises are safe to use.
• Take preventive measures or set up emergency plans as and when required.
• Record and report accidents, injuries and any other health and safety issues.
• Make sure that working practices are safe and that health and safety measures have been implemented and are being followed.
• Get training in using equipment at the workplace and comply with the organisation's health and safety policies and accident procedures.

A Note to NVQ Candidates

The first part of the NVQ Level 2 will be assessed based on the knowledge and understanding a candidate has of the procedures for meeting and welcoming visitors – procedures which are discussed in this article – and the second part will be assessed based on the candidate’s performance; that is through observation, personal statements, witness testimonies, and so on. Both parts can also be assessed through questioning and professional discussions.

These articles are only for reference; please do not reproduce them. When you write down your units, refer to your own business environment and job description. All the best!

This article is accurate and true to the best of the author’s knowledge. Content is for informational or entertainment purposes only and does not substitute for personal counsel or professional advice in business, financial, legal, or technical matters.

Comments

M Ehsanulhaq on September 24, 2019:

Hello flourishAnyway,

Thank you for sharing your experience here. I do agree, it is not nice when visitor's are welcomed and treated with such language.Thank you for stopping by:-)

Dahlia Ambrose (author) from United Kingdom on March 31, 2015:

Hello FlourishAnyway,

Thank you for sharing your experience here. I do agree, it is not nice when visitors are welcomed and treated with such language. Thank you for stopping by :-)

Elaina Baker from USA on March 30, 2015:

I used to work with someone who would unfortunately use imprecise language in giving visitors directions, and it left terrible impressions. For example: telling touring executives or job applicants to "follow the rest of the herd" down the hall and "then we"ll figure out what to do with you."