Developing Employability Skills for Front Desk Executives

This document discusses the importance of employability skills for front desk executives and provides strategies for developing these skills. It emphasizes the need for effective communication, organizational abilities, and decision-making skills in this role. The document also highlights the significance of continuous learning and adaptability in the fast-paced environment of front desk management. Overall, it offers valuable insights for individuals aspiring to excel in this profession.

Running head: EMPLOYEABILITY SKILLS
Employability Skills

2EMPLOYABILITY SKILLS
Name: Miss Peace Divine
Address-18a Mackenzie Close, London, W12 7Lz
Contact-7443758724
Email Id- [e-mail]
Objectives: To obtain a position as a front desk in one of the leading marketing company of UK,
Tesco. This will enable me to be in an environment where I can practice my skills and also
learn to face many new challenges. Thus, this will help me to achieve the high degree of
proficiency.
Education:
Marketing Manager 25 Ashley Rd, London N17 9LE, United Kingdom
Work Experiences:
Job responsibilities Future prospects
 Answered,
screened and
directed inbound
phone calls.
 Received and
assisted clients
and escorted
 This will help me in staying active
over the phone calls and in
responding to the queries of the
customers.
 As I want to join Tesco, I have to
cater to the needs of so many
customers at the same time. Being a
multinational supermarket company,

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them to correct
destinations;
offices, rooms or
meeting rooms.
 Performed
general
secretarial
duties, including
– meeting
scheduling,
appointment set
up, faxing and
mailing.
it will be very busy and will attract
the attention of a large number of
customers at the same time.
 This will help me in arranging for all
the important meetings and making
sure that this can be attained by all
the concerned stakeholders.
Extra skills obtained
 Took verbal and written messages and transmitted them to exact person/destination.
 Received and sorted email and electronic deliveries.
 Maintained meeting diary – manually or electronically, as required.
 Accepted letters and packages delivered to the front desk and distributed to appropriate
staff.
 Handled general requests for information and data.

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 Interacted well with the public.
 Handled delicate situations, such as – customer requests, special needs and complaints.
 Performed basic customer service functions.
 Coordinated maintenance of the front desk reception area equipment, furniture, lighting,
applications and brochures.
 Maintained a neat, tidy and pleasant appearance of the reception area.
Skills
 Flexibility
 Organizing and planning skills
Attention to detail
 Adaptability
 Stress tolerant
 Ability to handle several situations at once with confidence.
 Knowledge of MS office and the operation of standard office equipment.
 High school diploma
I hereby declare that the above mentioned information is true to the very best of my
knowledge.
Place:
Date:

5EMPLOYABILITY SKILLS
Signature:

6EMPLOYABILITY SKILLS
Journal entry 1:
Let them know you
Description- Front desk profession or a front desk executive is one of the most sought after job
in the modern day scenario. This is one of the most important job as it acts like a bridge between
the stakeholders and the managerial boards of the company. All the essential decisions are taken
by the company but at the same time they need to be conveyed to all the other internal and
external stakeholders at the same time (Benson, Morgan and Filippaios 2014).
I think that a front desk executive or a receptionist is the primary or the key person who
can give all the essential and first hand information regarding all the important things that are
taking place in the company (Tan 2016).
Analysis-I think that I am a desired candidate for this position as I have good experience in
answering, screening and hand ling directed inbound phone calls (Tan 2016). Along with this, I
think that as I have a degree in the client management, I will be able to make sure that I am
responding to all the queries of the customers with feasible solutions.
Interpretation-I have also clearly mentioned about my experiences and my skills in my CV.
This will help me in getting into the noticed of the recruiters. I will also be able to get shortlisted
by the MNC recruiters (Lenarda, Gnecco and Riccabon 2018). I have also mentioned about my
qualities like Organizing and planning skills, paying attention to details and other such skills.
These are some of the essential qualities that will help me in backing a job of front desk
receptionist in the top marketing companies like Tesco(UK)

7EMPLOYABILITY SKILLS
Journal entry 2: Let them know you
Description: I went to the interview for the post of a receptionist in the famous British
advertising company called Ogilvy. I had a good experience in this interview process as I was
able to learn many new things. I can explain my experience through the usage of the STAR
model.
Situation- One of the client was on the call and he seemed very angry as his issue was not
solved for the last 5 days. He was one of the premium clients and this kind of a situation could
turn out to be very fatal for the whole company. It was for this reason that this issue had to be
solved.
Task-As part of my interview, I was given the task of looking into this matter. I was given the
task of dealing with this issues from the perspective of the customer are head. I took up the
assignment in a very serious manner (Ajtony 2016). This is because I thought that premium
client is one of the most valuable assets of the company and losing them will be one of the huge
problems for the organization.
Action- I made it a point that this client must be offered some compensations as a sign of
apology. I called the customer and asked for apology. I said that I am the customer care
executive head and I am personally looking into their matter as it is one of the serious offences
on the part of the company. I said that the customer care executives were on a leave for the
Christmas Eve holidays and there were lot of workload this week.
It was mainly because of this reason that we could not take up the complaints of all the
customers or look after their issues. I am really sorry for the fact that you are facing a lot of
problem due to the repeated delays in the customer complaint service. In order to make sure that

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this problem is being solved, we will offer you a free subscription for a period of 6months to
avail any of our services. I also made sure that the customer is being directed to the respective
and the apt departmental head that will help him to find the solution to their problem.
Result- The result obtained was very good and positive. Though the customer was initially very
angry and dissatisfied but later he was happy on getting the help (Varna 2016). Apart from this
he was also satisfied when he saw that the company was deeply apologizing to him and was also
offering him some good monetary benefits as compensating.
Analysis: Thus, I realized that these kinds of satiations will have to deal with proper planning
and organizational skills.
Interpretation: I have I interpreted that this is a common fact to get such tough and complicated
situations in the course of this professional filed (Baum 2016). This can be solved by moving
forward in a proper systematic manner.
Journal entry 3: Let them know you
I have learnt that there are some strengths and weaknesses that are present within my
personality. This will be very helpful for me as I will be able to take the necessary steps for
overcoming my areas of weaknesses. I have realized that I am very flexible and adaptable in
nature. This will help me in adapting myself to any kinds of unforeseen or unexpected changes
taking place in the organization. It is for this reason that I consider myself to be suitable for this
position. Being a successful front desk executive or front desk executive, I have to keep a very
open, positive and adaptable nature. This will help me in adapting to any change of shifts, work

9EMPLOYABILITY SKILLS
pressure or any other such kinds of work load. I have a good experience in looking after the
coordinated maintenance of the front desk reception area equipment, furniture, lighting,
applications and brochures.
This will help me to make sure that I am being a le to provide the employees or the visiting
external stakeholders with a friendly and suitable work atmosphere. I will have to deal with my
anger issue. I have also realized that I often run short of patience and burst out with irritation.
This can turn out to be very bad for my career. Being a font desk executive I have to keep a very
approachable and positive nature. I will be the person who will be have to help all the internal
and the external stakeholders with every kinds of information that will help them to solve their
problems.

10EMPLOYABILITY SKILLS
References
Ajtony, Z., 2016. Cultural Interchangeability? Culture-Specific Items in Translation. Acta
Universitatis Sapientiae, Philologica, 8(2), pp.79-92.
Baum, T., 2016. A comparative study of the job perceptions of hospitality and tourism staff in
China.
Benson, V., Morgan, S. and Filippaios, F., 2014. Social career management: Social media and
employability skills gap. Computers in Human Behavior, 30, pp.519-525.
Lenarda, P., Gnecco, G. and Riccaboni, M., 2018. Parameters estimation in a 3-parameters p-star
model. arXiv preprint arXiv:1809.05952.
Luka, I., 2015. Enhancing Employability Skills for Tourism and Hospitality Industry Employees
in Europe. Journal of Turiba University Acta Prosperitatis, 6, pp.75-94.
Tan, L.M., 2016. Employability skills required of accountants.
Tsitskari, E., Goudas, M., Tsalouchou, E. and Michalopoulou, M., 2017. Employers’
expectations of the employability skills needed in the sport and recreation environment. Journal
of hospitality, leisure, sport & tourism education, 20, pp.1-9.
Varna, G., 2016. Measuring public space: the star model. Routledge.

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Appendices
Goal/Objective
What is it that
you want to
develop or
achieve?
(e.g. skills
development/
career
development/
future plans)
Specific
What exactly
do you need
to do to
achieve your
goal?
(e.g. coaching /
mentoring /
shadowing
/reading /
training /
research
/conferences
/supervisor
support)
Measurable
How will you
know you
have achieved
your goal?
(e.g. achieved
goal / speak
knowledgeably
about subject /
mastered new
technology/feel
more
confident/receive
d good feedback)
Achievable
&Realistic
What
resources, time,
opportunity
and support do
you need to
succeed?
Goals can be
challenging but
must be
achievable and
relevant to your
role
Time bound
When, or
within what
time period
will you
achieve this?
Use realistic
deadlines, to
allow time
for progress
to have been
made
Short term
I will have to
become much
honest and
transparent
I will have to
work on my
communication
so that I can
discuss about
all the decisions
that are being
taken in the
company. I will
have to make
sure that all the
employees are
being able to
give their
feedbacks and
professions.
I will measure
this by taking
regular feedback
from my co
workers
This goal will be
challenging as I
will have to wok
over my
communication
and organization
skills. However
I will have to
make sure that I
am striving to
achieve this
goal. This is
realistic and
achievable
because I will be
achieving them
whim a
stipulated
amount of time.
4months, April
2019
I will work over
my anger issue
I will be taking
admission in
I will measure
this by the
I will be
achieving it

12EMPLOYABILITY SKILLS
any anger
management
course
performance
ratings that will
be given by
colleagues
within a proper
time period and
by using the
proper
Medium term
Communication
and public
addressing skills
I will be taking
part in many
communication
and public
speaking
classes. I will
need proper
mentoring for
this.
I will involve
myself in regular
speaking and
communication
sessions.
This is highly
realistic in
nature as being a
front desk
executive, I will
have to
communicate
with many
people. I will
have to deal with
different public
having different
kinds of issues.
5months, May
2019
Long-term
Decision making
skill
I will have to
work over my
organizational
skills and my
management
skills. I will be
bold in taking
decisions
without fearing
over thinking.
However at the
dame tine, I
will also make
sure that I am
not taking any
random
decisions
Taking feedbacks
from the seniors
and the other
stakeholders of
the company
I will achieve it
within a span of
six months and
this is a realistic
goal as I will
have to take
proper decisions
at many
important
situations.
6months. June
2019

13EMPLOYABILITY SKILLS
without
knowing the
after effects

14EMPLOYABILITY SKILLS
Appendices

15EMPLOYABILITY SKILLS