Procedures - Reception Protocol
Section: Human Resource Procedures
Procedure Owner: Ignition633 Ministries Nigeria Human Resources
Procedure Name: Reception Protocol Procedures
Origination Date: October 2024
Purpose
To ensure that the process of receiving and welcoming guests is handled with professionalism, order, and courtesy. It establishes guidelines for greeting visitors, managing their entry, providing necessary information, and ensuring they feel welcomed and valued. It helps create a positive first impression, maintains smooth operations, and ensures that formalities are observed, especially for important or high-profile guests.
Scope
It includes greeting guests, managing visitor identities, implementing security checks, providing information, offering hospitality, escorting guests to their destinations, and maintaining an organized flow of visitors.
Definition
Reception: refers to the act of receiving or welcoming guests, visitors, or attendees, typically at a designated area like a front desk or lobby. It also refers to the space where this takes place, where visitors are greeted, assisted, and provided with information or services.
Protocol: refers to a set of official rules, guidelines, or procedures that govern how specific actions or formal events should be conducted, particularly in diplomatic, organizational, or ceremonial settings.
Reception Protocol
You will communicate with the Transport Officer and know when the guests will arrive. As the first person guests come into contact with, remember the following steps:
Day of Arrival
- Collect keys for all rooms that will be occupied. Place these room keys in the door of those rooms. Doors and room keys should be properly labeled.
- Before your guests arrive on campus, have a team of people prepared to help with their luggage. All other staff should remain at their post. It is key that after long travels, visitors and guests are not overwhelmed when they arrive on campus.
- Stand by the vehicle where the guest is packed and help them with the door.- Turn on all AC units for the bedrooms guests will be occupying
- Complete a final check in all guest rooms ensuring everything is as it should be.
Arrival
Greet guest(s) warmly and introduce yourself. Don't forget to be audible. Greet guests in this manner:
"Good day, Ma/Sir; welcome to The Ignition633 Campus. My name is ______. If you need anything during your stay, I will be your person of contact. Allow me to show you to your room.”
- Offer them a hand with their bags or luggage; do not insist if they refuse. It would be rude to do so.
- Walk the guest to their room and let them know you will be back in 20 mins time to go over their accommodations.
“I will give you some time to get settled and I will be back at _____ time to go over the accommodations.”
- During this 20 minutes, verify with the directors what the schedule will look like for the evening. Although this will have already been done in advance, it is possible that there are last-minute changes depending on the travels. This information will need to be relayed to the guests.
- After 20 minuets time, knock on the door loudly, slowly open the door, and announce yourself.
“Hello! This is ____”
- If in a large group, identify the point person. For example, if a team is coming with young adults, It would be best to go over the directions with the team lead. If it is a missionary group, directions should be given to the head pastor, etc. If you are unsure, you can ask “Who is the best person to go over instructions with?”
- You may also take this time to briefly get to know them personally or ask questions such as “How was your travel.” It is important to be discerning and to read the room. Some guests may be chatty and excited to talk to you, others may be tired from their travel and want space but don’t want to be rude. Keep it short and sweet!
Once you have a point person, you will need to provide them with the following information:
- Show the guest the home phone in their room or apartment and inform them how to reach you if they need anything.
- Briefly explain the other points of contact and operation hours.
- Housekeeping
- Go over the directions with the water heater.
- “This is the switch for the water heater. Turn this on 15 minutes before your intended shower. For your safety, please ensure you do not leave it on longer than 20 minuets and that it is switched OFF while you are taking your shower.”
- Go over directions for towels
- “If you run out of towels, you can call housekeeping to collect the dirty ones and we will bring you fresh towels. If your laundry hamper gets full, just set it outside your door and someone will be by to collect it.”
- Let them know the confirmed schedule for the evening. For example: “Dinner will be at 5:00 and served in the Directors House. After dinner, the Directors would like to give you a campus tour.” Whatever the instructions may be, ensure you communicate clearly and understand well so that you can answer any questions they may have.
- Make sure they are comfortable before you leave.
- When it is time, escort them to their next appointment. For example, on the first night, it is expected they are escorted to dinner.
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This procedure will be reviewed annually and is subject to change. Any changes will be communicated to all employees promptly.
For any questions or further assistance regarding this policy, employees should contact the HR department at hr.nigeria@ignition633.org.