Front Desk KPIs List

Front Desk KPIs applies to front-desk staff like receptionist, admin assistant, and front desk executive. These effective KPIs help you draw conclusive results to track the success and failure of your customer support operations.

Receptionist and Office & Admin Assistant Job Responsibilities

  • Answer the phones.
  • General filing and archiving.

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  • General office duties.
  • Manage office cleaner.
  • Office maintenance.
  • Purchase office groceries.
  • Purchase office stationary and supplies.
  • Welcoming guests & serving refreshments to visitors.

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Objectives of a Receptionist

  • Improve Reception Productivity
  • Maintain Office Morale

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  • Make a Good First Impression
  • Provide Efficient Trafficking

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Customer service for hospitality

  • Create strong customer relationships – Going above and beyond for each and every guest.
  • Maintain a warm friendly environment – Avoid slouching, leaning over the desk, etc when serving guests.

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  • Make customer feel as if they are part of a family – Treat every guest as if they were a member of your family, show them the same courtesy and respect.
  • Professionalism – Always maintain the highest level of professionalism.
  • Provide Quality Customer Service – Greet all customers with a friendly smile, be pleasant, friendly, offer assistance and be helpful in a positive manner.
  • Provide Quality Knowledge to Guests – Ensure all guest are well informed of park facilities and procedures on arrival and given information on what to do in the surrounding areas.
  • Reconfirming Guest Data – Reconfirm all reservation details with the guest on check in to ensure we have the correct details of contact and stay.

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General duties for a Front desk executive

  • Deal with all work in a timely manner.
  • Deliver all work to a high quality standard.

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  • Ensure Office policies and procedures are implemented and applied appropriately, including the Policies and Procedures for Continuous Practice Improvement and Corporate Policy Manuals.
  • Meet agreed performance targets and standards.
  • Undertake such other duties and special assignments as may be allocated by the Manager.

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The front-of-house or front-desk staff are seen to be the “face of the company.” This fact can translate into organizational success or failure. Therefore, receptionist and office admin KPIs or core competencies must be tracked real-time to ensure operational success. Real-time measurement has a unique advantage over bi-annual or annual KPI tracking: negative trends are halted timeously, and organizational focus is shifted to ensuring positive employee behaviors.

The receptionist key performance indicators include improvement of reception productivity, answering company telephones professionally, interact positively with customers forging strong customer relationships, and ensure that office policies, processes, and procedures are successfully implemented.

Guided rollout is included with all our plans, send us job descriptions and we will set up your evaluations.
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