Global Learning for Operational Leaders
Classroom
14 sessions
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Online / Live
14 sessions
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Introduction
Course overview
Reception staff create the first impression of an organisation for visitors and callers. Professional front desk service builds trust and supports security.
This Aractech course covers the receptionist's role, professional image, greeting visitors, telephone etiquette, handling enquiries and difficult visitors, visitor management and security, multitasking and customer service excellence. Participants practise front desk scenarios.
What you will achieve
Learning objectives
- Create a professional first impression
- Greet and assist visitors effectively
- Apply telephone and email etiquette
- Handle enquiries and difficult situations
- Manage visitors and support security
- Organise front desk tasks efficiently
Who should attend
Target audience
- Receptionists
- Front desk staff
- Administrative assistants
- Customer service staff
- Security front desk staff
- Office coordinators
Methodology
Learning approach
- Role plays
- Practical exercises
- Case studies
- Feedback
- Group discussions
Complete course outline
Five focused days of learning and application
The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.
Day 1
Front Desk Role
- Importance of reception
- Professional image
- Responsibilities
- Coffee break
- Responsibilities (continued)
- Service mindset
- Exercise: First impressions
Day 2
Visitors
- Greeting visitors
- Visitor management
- Security procedures
- Coffee break
- Security procedures (continued)
- Accessibility
- Role play: Visitor arrivals
Day 3
Telephone and Email
- Telephone etiquette
- Message taking
- Email responses
- Coffee break
- Email responses (continued)
- Transfers
- Practice: Telephone calls
Day 4
Difficult Situations
- Difficult visitors
- Complaints
- Emergencies
- Coffee break
- Emergencies (continued)
- Staying calm
- Role play: Difficult visitor
Day 5
Efficiency
- Multitasking
- Organisation
- Information management
- Coffee break
- Information management (continued)
- Continuous improvement
- Capstone: Front desk scenario assessment
FAQ
Frequently asked questions
What does Front Desk and Reception Excellence (AS-015) cover?
This course covers Administration and Secretarial through a structured five-day outline focused on practical application, discussion, and implementation planning.
When is the next available session?
The next scheduled session starts on 9 - 13 November 2026. See the course schedules section for the available dates and delivery formats.
Who should attend this course?
Receptionists, Front desk staff, Administrative assistants
Is bilingual course delivery available?
Yes. All course materials and presentations are provided in English, while bilingual explanation and discussion support may be available depending on the selected location and trainer availability. For example, when attending a course in Istanbul, you may request a Turkish-speaking trainer to explain the English course content in Turkish. Arabic explanation support may also be requested at this location. Other languages are available in selected cities. You can choose your preferred language support as an optional preference during registration.
How can I register for a session?
Use any Register button next to the available course dates to open the participant registration page and submit your booking request for the selected session.
Is this course available online as well as classroom-based?
Check the course schedules section for currently published classroom and Online / Live sessions.
Where are classroom sessions delivered?
Current classroom venues include London, Istanbul, Dubai, Munich, Rome, Geneva, Amsterdam.
How long is the training programme?
The programme runs for five days from 09:00 to 14:00, which gives 25 contact hours, including a daily 30-minute break (22.5 hours of instruction).
Quick request
Send quick request
Send a fast enquiry about this course and the academy team will get back to you.
Get a quotation
Request a formal quotation
Choose an available date and venue, add your participants, and we will email a formal quotation for Front Desk and Reception Excellence to your business address.