NAME OF CANDIDATE: MELISA PAHALAD

CENTRE CODE: 090048

CANDIDATE NUMBER:
NAME OF CENTRE: SKELDON LINE PATH SECONDARY SCHOOL
TITLE OF PROJECT: AN INVESTIGATION INTO THE DUTIES AND
ATTRIBUTES OF A RECEPTIONIST CLERK IN THE RECEPTION AND
HOSPITALITY DEPARTMENT
YEAR: 2018
TERRITORY: GUYANA
TEACHER: RAVIN RAGBEER
DUE DATE:
SUBJECT: OFFICE ADMINISTRATION
 Introduction
Inside this school based assessment [S.B.A] you will see the duties and attributes
of a receptionist in the Department of Skeldon Estate.
 Acknowledgement

The successful completion of this project would not have been possible
without the assistance and cooperation of many people.
First, the researcher would like to thank god almighty for the strength
and wisdom needed to complete this assessment.
Second, the researcher would like to thank her parents in assisting her
where she was weak and unsure what to do.
And finally, the researcher would like to thank sir Ravin Ragbeer in
assisting her in every step of this undertaking.
Table of Content Page
Criteria one
Title of project
Aims of Project
Function of Department
Correspondence

Criteria two
Methodology
Questions for interviews
Questionnaire
Schedule of activities
Regulation and policies

Criteria three
Findings and limitations
Recommendation
Impact of office equipment used
Bibliography
 Aims of Relevant Department
1. To investigate on the duties and attributes of a receptionist
2. To assess the contribution of the reception to the welfare of the organization
 Functions
The function of a Reception is:
• Liaise between departments and provide clerical support
• Answer inquiries regarding services and availability of the personnel
 Letter of Correspondence
Lot 31 Kingston
Corriverton, Corentyne,
Berbice
2017-05-21

The Manager
Skeldon Estate

Dear Sir,
Re: Request for permission to conduct a School-Based Assessment project.
I am a fifth form student of Skeldon Line Path Secondary School, where I am
preparing to write the CSEC examination in May/ June. As a part of the Office
Administration Examination, I must complete a School Based Assessment project
based on the topic “Reception and Hospitality”.
To obtain data for my project, I am seeking permission to visit your organization
on the 22nd of May 2017 at 1:00pm to interview the employees in the Reception
and Hospitality Department. On 23rd I would like to view the equipment’s used in
the department and observe the employees while they are performing their duties.
If the dates and time that I have mentioned above are not convenient for my visit,
then you can suggest suitable dates and time of your choice. You may also contact
me on the cell number, 6776341 or email address, Melpahalad@gmail.com.
All information received from your employees, would be treated confidentially and
would only be used for the completion of my report.
Yours faithfully,
Melisa Pahalad
Melisa Pahalad
[ student of Skeldon Line Path Secondary]
 Questionnaire
1. What is your occupation?
2. How long have you been working at the Skeldon Estate?
☐1-3 years
☐6-10 years
☐11-20 years
☐Other
3. In which year was the business established?
☐1880-1885
☐1990-1995
☐2000-2005
☐Other year
4. How regularly are the workers being paid?
☐Weekly
☐Monthly
☐Fortnight
5. Are the function of the Reception and Hospitality Department being carried
out in the Business?
☐Yes
☐No
6. What are some of the function of the Reception and Hospitality Department?
------------------

7. What is the main purpose of the Reception and Hospitality Department?

……………..
8. Are you willing to put any special effort to make the business successful?
☐Yes
☐No
9. What are some qualities or attributes of a receptionist?
…………………………………………………..
10.What functions does the manager and the Reception Executive responsible
for?
…………………………………………………………..
11.As a receptionist, a person must be best described as
Dedicated
Dependable
Productive
Tact
12.In the Reception and Hospitality Department, the Receptionist should:
Spend time listening to their customer
Greet clients, visitors and guests as they enter the office
Assist visitors in filling out forms
Keep work area clean and tidy on a constant basis
13.What are the problems of the Reception and Hospitality in the Business?
14.What are the importance of having an effective Reception and Hospitality
Department to the organization?
………………………….
15.What are some equipment used in the Reception and Hospitality
Department?
……………………………………………………………
 Methodology
As the source of primary data, questionnaire and interview sessions were
conducted.
The advantages of using Questionnaires are:
*It allows data to be collected from a large amount of people.
*Makes is possible to compare the responses.
*It is a quick and easy way of accessing, the information needed for the
research

Respondent were interviewed over the phone and by personal contact

Questionnaires were giving to the office to be completed and return upon request
of the researcher.

Interviews were also conducted as a source of primary information. Workers were

interviewed in the business at the point of signing the registration and working.
Staff was interviewed after business hours. When this procedure was not
efficient, the researcher called the business to conduct the interview through the
telephone. The researcher interviewed the manager and one of the accounts
clerk’s.
A questioner was also conducted within this research where a hand pick of clerks
where asked multiply choice questions.

The advantages of using the interview are:

*It enables respondents to give extended answers to open-ended
questions.
*It is a convenient way of oral communication which is useful for individual
discussions.
 Five Question asked
1. What is one of the main functions of the Reception and Hospitality
Department?
☐

2. What type of Reception does the business involve in?

3. What is the main purpose of the Reception and Hospitality Department?
4. As a receptionist, a person must be best described as
Dedicated
Dependable
Productive
Tact
 Schedule of activities
April 27 The researcher started The teacher said that
her SBA by choosing the researcher’s
the department of department of study
study. The duties and had to be chosen from
attributes of a the textbook. This
receptionist. made it easy.
April The researcher then The aims were easy to
wrote the title and formulate because the
aims suitable for the researcher knew the
department of study. reason for choosing
this topic and the
researcher wanted to
accomplish at the end
of this study.
The researcher then Writing the letter
wrote the functions wasn’t hard because
and the the researcher was
correspondence letter. taught how to write
letters in school.
 Regulation and policies governing the work place
In any business there are rules and regulation governing the business, workers,
visitors, its activities and its consumers. The following are the rules and regulation
governing the business:
Legislation
 Workers must pay vat

Awareness of Legislation given

 The researcher became aware of this legislation while interviewing the
workers.

Health and Safety

 No smoking areas was allowed in the workplace.

Staff Rules
 One must knock before entering.
 Findings and Limitations
Limitations
The major problem that was faced in the completion of this research is the
scheduling of activities. Due to the fact that the business place is very busy and the
manager didn’t have time to allow me to do these interviews; the collection of Data
process was very difficult. A schedule time table was made before the manager
confirmed that it wasn’t a convenient time table.

Recommendation
My recommendation to solve the problem is by requesting a meeting with the
manager of the business and discussing a way of getting the interviews done. I
recommend that you agree upon a convenient time for the interviews to take place
so the S.B.A. can be completed in time.
Impact of office equipment used
Date Equipment used Purpose of Suitability for
Equipment task
Computer To prepare The computer is
letter and other a useful
document equipment in
the Reception
and Hospitality
Department
because it
allows the clerk
o store
confidential
files.
Telephone To The telephone is
communicate suitable in the
with other Reception and
orgnisations, Hospitality
departments and Department as it
people who call allows the
the Receptionist to
organization. talk to people
who call and to
talk with other
department.
Photocopier To make The photocopier
multiple copies is useful in the
of the same Reception and
document. hospitality
department
because it
allows the
receptionist to
make copies of
 documents
needed.
Fax machine Used to transmit The fax
and receive machine is
exact copies of suitable for the
document using reception and
a standard hospitality
telephone line. department
because it sends
information that
needs to be
delivery
quickly.
Filing cabinet Used to hold The filing
files in an cabinet is
extended period suitable in the
of time. reception and
hospitality
department
because it
allows the
receptionist to
store business
forms and other
documents used
in the business.
 Report
The business that was research on is Skeldon Estate. The major findings or
accomplishment that were found out in this project were: the main function of
the reception and hospitality department are to greet the customer in a polite
manner. Also, while carrying out this school based assessment there were a
lot of problem that was encounter
 Some employee was fearful to answer the questions honestly because of
fear of victimization from their employer.
 Because of certain policies some of the information was withheld
because of confidentiality resulting in inadequate data.
 Some employees had hesitated to conduct the interview because of the
workload.
One way to solve the above problem is ensuring strictest confidentiality
with regarding to data collection.
 Bibliography
 Longman Office Administration for CSEC 2nd Edition by S.
Finistere, L. Payne and J.Reid.
Bibliography