Front Receptionist KRA/KPI

Job Description

A Front Receptionist is responsible for managing the front desk operations, welcoming visitors, answering phone calls, and providing administrative support to the team. Key skills include excellent communication, organization, and customer service.

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)

1. Office Reception Management

KRA: Ensuring a professional and welcoming reception area for all visitors.

Short Description: Maintain a clean and organized reception area.

• 1. Average wait time for visitors.
• 2. Number of positive feedback from visitors.
• 3. Accuracy of call routing.
• 4. Timeliness in handling incoming correspondence.

2. Administrative Support

KRA: Providing efficient administrative support to the team.

Short Description: Assist with scheduling and organizing meetings.

• 1. Meeting scheduling accuracy.
• 2. Timeliness in preparing meeting materials.
• 3. Number of successfully coordinated meetings.
• 4. Accuracy in maintaining office records.

3. Customer Service

KRA: Delivering exceptional customer service to all visitors and callers.

Short Description: Handle inquiries and provide information promptly.

• 1. Average customer satisfaction rating.
• 2. Number of resolved customer inquiries.
• 3. Timeliness in responding to phone calls and emails.
• 4. Accuracy in providing information to visitors.

4. Appointment Scheduling

KRA: Efficiently manage appointment scheduling and calendars.

Short Description: Coordinate appointments and manage schedules.

• 1. Appointment scheduling accuracy.
• 2. Timeliness in confirming appointments.
• 3. Number of successfully scheduled appointments.
• 4. Minimize appointment conflicts.

5. Office Communication

KRA: Facilitate effective communication within the office.

Short Description: Ensure messages are relayed accurately and promptly.

• 1. Accuracy in message relay.
• 2. Timeliness in distributing internal communications.
• 3. Number of communication errors.
• 4. Effectiveness in handling urgent messages.

Real-Time Example of KRA & KPI

Real-World Example: Front Receptionist at ABC Corporation

KRA: In a corporate setting, the Front Receptionist ensures a professional and efficient front desk operation.

• KPI 1: Average wait time reduced by 20% through improved visitor handling.
• KPI 2: 95% positive feedback received from visitors on reception services.
• KPI 3: 100% call routing accuracy achieved, minimizing call transfer errors.
• KPI 4: 98% timely handling of incoming correspondence, enhancing office efficiency.

This improvement in KPIs led to increased visitor satisfaction, streamlined office operations, and enhanced overall professionalism.

Key Takeaways

• KRA defines what needs to be done, whereas KPI measures how well it is done.
• KPIs should always be SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
• Regular tracking and adjustments ensure success in Front Receptionist role.

Content provided in a structured format with clear, concise, and measurable KPIs for professional readability.