Front Desk & Reception Management

Programme outline

What you will study

• Reception protocol and visitor management systems
• Professional grooming, poise and workplace presentation
• Switchboard and telephone handling standards
• Diary, correspondence and records management
• Managing waiting areas, queues and difficult visitors
• Confidentiality and front-office security awareness

What you will be able to do

• Run a front desk to a documented standard operating procedure
• Manage visitors, calls and correspondence under pressure
• Represent the organisation confidently and professionally

Assessment & certification

Participants are assessed against the programme standard rather than on attendance. Successful candidates receive a dated, verifiable KCSS certificate, and are eligible for our continuing professional development clinics and the annual service practitioners’ conference.

Who this is for

This programme is pitched at foundation level. It suits people working in or moving into customer-facing roles across banking, telecoms, hospitality, health, retail, education and the public sector. It is also available as a closed in-house programme for organisations training eight or more people.