Receptionists and information clerks are charged with a responsibility that may have a lasting impact on the success of an organization—making a good first impression. These workers often are the first representatives of an organization a visitor encounters, so they need to be courteous, professional, and helpful. Receptionists answer telephones, route calls, greet visitors, respond to inquiries from the public and provide information about the organization. In addition, receptionists contribute to the security of an organization by helping to monitor the access of visitors.
Whereas some tasks are common to most receptionists and information clerks, the specific responsibilities of receptionists vary depending upon the type of establishment in which they work. For example, receptionists in hospitals and doctors' offices may gather personal and financial information and direct patients to the proper waiting rooms. In beauty or hair salons, however, they arrange appointments, direct customers to the hairstylist, and may serve as cashier. In factories, large corporations, and government offices, they may provide identification cards and arrange for escorts to take visitors to the proper office. Those working for bus and train companies respond to inquiries about departures, arrivals, stops, and other related matters.
Increasingly, receptionists use multiline telephone systems, personal computers, and fax machines. Despite the widespread use of automated answering systems or voice mail, many receptionists still take messages and inform other employees of visitors' arrivals or cancellation of an appointment. When they are not busy with callers, most receptionists are expected to perform a variety of office duties including opening and sorting mail, collecting and distributing parcels, making fax transmittals and deliveries, updating appointment calendars, preparing travel vouchers, and performing basic bookkeeping, word processing, and filing.
Receptionists and information clerks held about 1.1 million jobs in 2000. Almost two-thirds worked in services industries, and a little less than half of these were employed in the health services industry in doctors' and dentists' offices, hospitals, nursing homes, urgent care centers, surgical centers, and clinics. Manufacturing, wholesale and retail trade, government, and real estate industries also employed large numbers of receptionists and information clerks. About 3 of every 10 receptionists and information clerks worked part time.
Employment of receptionists and information clerks is expected to grow faster than the average for all occupations through 2010. This increase will result from rapid growth in services industries—including physician's offices, law firms, temporary help agencies, and consulting firms—where most are employed. In addition, turnover in this large occupation will create numerous openings as receptionists and information clerks transfer to other occupations or leave the labor force altogether. Opportunities should be best for experienced persons with a wide range of clerical and technical skills.
Technology should have conflicting effects on the demand for receptionists and information clerks. The increasing use of voice mail and other telephone automation reduces the need for receptionists by allowing one receptionist to perform work that formerly required several receptionists. However, increasing use of technology also has caused a consolidation of clerical responsibilities and growing demand for workers with diverse clerical and technical skills. Because receptionists and information clerks may perform a wide variety of clerical tasks, they should continue to be in demand. Further, they perform many tasks that are of an interpersonal nature and are not easily automated, ensuring continued demand for their services in a variety of establishments.
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