Receptionist

In Canada, the federal government groups and organizes occupations based on a National Occupational Classification (NOC) system. This alis occupation may not reflect the entire NOC group it is part of. Data for the NOC group can apply across multiple occupations.

The NOC system is updated every 5 years to reflect changes in the labour market. Government forms and labour market data may group and refer to an occupation differently, depending on the system used. Here is how this occupation has been classified over time:

• 2006 NOC: Receptionists (1414.1) 
• 2006 NOC-S: Receptionists and Switchboard Operators (B514) 
• 2011 NOC: Receptionists (1414) 
• 2016 NOC: Receptionists (1414) 

Duties vary from one position to another. In general, receptionists greet people entering offices, hospitals, and other establishments. They answer questions and direct visitors to appropriate people or services. They also:

• Answer, screen, and forward telephone calls
• Greet customers, clients, and vendors
• Take messages and provide information
• Schedule appointments and meetings using paper and electronic calendars
• Maintain a current record of staff members’ whereabouts
• Accept messenger and courier deliveries
• Perform other clerical duties such as word processing, compiling, and recording data, maintaining files and inventories, operating office equipment, sorting mail, stuffing envelopes, and proofreading
• Set up rooms for activities such as meetings and appointments
• Send and receive documents electronically
• Maintain a welcoming and tidy waiting area
• Order waiting room supplies such as coffee, bottled water, and magazines

In hospitals, medical clinics, and veterinary clinics, receptionists also obtain information from patients or animal owners, direct people to the appropriate treatment areas, and keep admission records.

Many receptionists work regular office hours. Evening and weekend work is required in hospitals and other establishments that are open for extended hours.

Receptionists interact with people from diverse backgrounds. Working with people and answering telephones can be hectic and stressful, especially when callers or customers are persistent or rude.

Receptionists need:

• A friendly, outgoing personality
• Discretion and professionalism
• Tact and a calm demeanour under stress
• Listening and communication skills and exceptional telephone manners
• Organizational skills
• The ability to multitask
• A working knowledge of their organization
• Interpersonal skills
• A genuine interest in people and helping others
• Self-motivation and initiative

Receptionists are employed in:

• Banks
• Schools, universities and colleges
• Professional office environments such as law and accounting firms
• Government departments
• Medical, dental and health and wellness offices and clinics
• Hospitals
• Veterinary clinics and animal hospitals
• Real estate and insurance offices
• Oil and gas industry firms
• Small and large businesses

Some positions are part time.

Automated office equipment such as computers has not changed the nature of the work (communication with people). But increasing use of voice mail and email in many offices may reduce the number of jobs in which telephone answering is a major component of the work.

Receptionists are part of the larger 2011 National Occupational Classification 1414: Receptionists. In Alberta, 76% of people employed in this classification work in the following industries:

• Health Care and Social Assistance [pdf]
• Other Services [pdf]
• Professional, Scientific and Technical Services [pdf]
• Retail Trade [pdf]
• Finance, Insurance, Real Estate and Leasing [pdf]
• Public Administration [pdf]

The employment outlook [pdf] in this occupation is influenced by a wide variety of factors including:

• Trends and events affecting overall employment, especially in the industries listed above
• Location in Alberta
• Employment turnover (when people leave existing positions)
• Occupational growth (when new positions are created)
• Size of the occupation

In Alberta, the B514: Receptionists and Switchboard Operators occupational group is expected to have an above-average annual growth of 2.5% from 2016 to 2020. In addition to job openings created by employment turnover, 605 new positions are forecasted to be created within this occupational group each year.

Employment turnover is expected to increase as members of the baby boom generation retire over the next few years.