Duties & responsibilities of Front Officer

  1. Visitor attendance

It is based on the recognition that a visitor coming to our premises is the most important person and we should welcome them with a smile. Front Officer is the image builder of the company. Being the first person whom the visitor meets on coming to our premises, the impression created at this point in the customer’s mind, builds his perception about the company. The Front Officer should therefore develop the job-qualities, viz.,

  1. To be courteous and pleasant in conversation.
  2. Be brief and convey relevant information sought for by the visitor.
  3. Quick and prompt attendance of visitor’s work.
  4. Demonstrate sales person qualities while dealing with new customers approaching you. Try to convince them and satisfy their points with the literature available at website for different purpose. They should get the satisfaction that they have obtained the information immediately for which they came to our office. If the work cannot be completed at Front Office, guide them to concerned person for dealing.

All the visitors should make entry in the Visitors Register. In case some visitors hesitate, Front Officer should complete the entry. Register for staff & maintenance staff should be maintained separately.

Records to be maintained

  1. Visitor Register
  2. Visitor Register form (PS – 7)
  3. Visitor classification form (PS – 25)

at the end of the day, the front officer will submit his/her report to Manager (Admn.) as per specimen.

  1. Operational guidelines for telephone/landline & mobile
    1. Monitoring of calls
      1. Maintenance of all inward/outward call Register as per PS – 6.
      2. Dispose of calls at his own level by giving proper reply to the calling person in case of general enquiry on routine matters otherwise transfer calls to the concerned dealing person.
      3. Messages received for all concerned person in their absence, should be communicated to them via Message Slip (PF – 17) after acknowledgement.
    1. Control & accountability

    Quick routing of inward calls by prompt response to caller is the control measure in respect of inward calls. Holding important telephone numbers ready in hand & getting prompt outward connections are the responsibilities of the front officer. Telephone conversation should be brief and to the point. The front officer should watch the employee, who retained the line for long time. Lines should be made/kept free for Incoming calls.

    1. Maintaining directory Compile telephone directories in following three parts:
      1. PLL staff, its associate companies, distributors, dealers, retailers, etc.
      2. Government department particularly Ministry of Petroleum & Natural Gas, Ministry Industries, Ministry Of Food & Civil Supplies, CCOE(Chief Controller Of Explosives) and its Zonal Offices and Police Deptt, etc. with names and designations.
      3. All called numbers other than above (local alphabetical – wise and outstation wise). This should include all persons/concerns with whom we may have any official/business dealing

    All out-station phone numbers must be mentioned with STD – CODE numbers.

    1. Maintenance of landline/intercom/cameras

    In case of deficiencies in working, report immediately to the Customer Care of telephone department. Make entry in maintenance register (PS – 38) and note the complaint number. In case of problems with the landline/intercom/cameras, lodge the complaint to the maintenance company & pursue till resolution problem. Phone should always be in working condition.

    1. Display of t.v at front office and conference room

    At front office PPT slides should be displayed and website should be display in the conference room. He/she should keep on watch for proper working.

    1. Verification of telephone bills; making of personal calls & bill to be sent to accounts section for payment

    On receiving of bills from the Company, send the bill to all concerned persons if the bill Amount exceeds the packaged amount to mark the personal calls made by the employee. In case of discrepancies/unauthorized calls, if any report to the competent authority and put up bill for approval. Maintain register to keep watch that bills are being paid in time to avoid disconnection of telephone (PS – 15). Watch on intercom maintenance contract also.

    1. Maintenance of mobile numbers and its payment

    All the staff should be issued one official sim containing the facility of SMS & Data pack with minimum monthly rental scheme. Two sims should be reserved always. The scheme for management staff should be as per requirement to avoid extra billing. The list of mobile numbers of staff & management should be updated from time to time. The payment of all mobile numbers & data should be on one date. He/she should keep in mind that bill may be forwarded to the accountant after approval from the management administration in time and should peruse till the payment is made.

    Records:

    1. PS – 6 outward/inward call register
    2. PS – 15 telephone bill payment register
    3. PS – 38 maintenance register
    4. Three telephone directories as mentioned above
    5.  List of all mobile numbers
    6.  Telephone Directory of Ministries & Other Concerned Government Departments
    7.  Telephone Directory Of Connected Persons

    Preforms:

    1. PF – 17 Message Slip
  1. Maintenance of Diary register

All the documents including bills etc. received either on mail/post/by hand should be diarized in the Diary Register with Dy. No. & date. In case of personal letters relates to Management and sealed letters, mark/stamp Dy. No. and date of receipt on the envelope and when the letters are received back from the management & Manger Administration, the particulars will be recorded on the letter itself.

Cheques/Bank Drafts/Pay Orders/Indents accompanying letters should be firstly documented in the Diary register and then after sorting the cheque/DD, photocopy of the same may be taken and deposit in the respective bank account.  The indent with photocopy of cheque/DD may forward to the Asst. Manager  for immediate action. In case, any cheque/DD is received from the sender without a covering letter, attach and preserve the envelope along with the cheque/DD in record.

Put all letters in a folder and put to Manager Administration, who will further mark to the concerned dealing persons and important/sealed letters of the management will put up to CEO for further action. Once the documents are received back from the Manager Administration, same needs to be handed over to the concerned employee to whom each letter is marked for disposal, after entering them in dairy register and taking signature of the person to whom letter has been handed over & maintain its disposal as per guidelines given in the office order no. 6 under the head “Disposal of letters”. The correspondence officer be ensured that, all letters are received back in tact after scrutiny by Manager Administration for disposal and no letter should be sent without initial scrutiny to any dealing person.

When marked letters received back from the person after disposal, the front officer will note the movement at every stage in dairy register when paper came at his table.

When paper send to bhiwadi, guest house & any other place, prepare duplicate slip on rough paper of small size to handover to driver/rider who will get back to front officer after handing over the document to the concerned person. It should be kept in record till, he gets confirmation that the file is in progress and the recipient of the document cannot deny the receipt of the document.

  1. Maintenance of Dispatch Register

On receipt of letter for dispatch, check Name, Address, Pin code, Signature, Enclosures etc. for each letter and then enter them in Dispatch Register (PS-10). Forward letters to the addresses as per mode of dispatch and place one copy in the Master File. Letters received late, which could not be dispatched on the same day, must be entered in the Dispatch Register immediately, so that on the next day, it will get dispatch in the first mail of the morning.

MODE OF DISPATCH

  1. Hand Delivery
  2. Ordinary Mail
  3. Registered Post
  4. Courier/Speed Post

Hand Delivery:
Acknowledgement of all such letters delivered by our messengers is to be kept in Dispatch Register. This applies also to letters meant for outstation parties but delivered personally to them, when they call at our office for some other work.

Ordinary Mail:
The mode of the dispatch i.e. by “Courier” or by “Registered Post” should be mentioned on the top of the letter. In case of doubt, this should be confirmed from the concerned department. When nothing is mentioned the letters may be sent by ordinary mail.

Registered Post: 
Letters of contractual nature like notices, official communications, letters to   Government Departments, Statutory Authorities should preferably be sent by Registered post.

Courier/Speed Post:
Important business – correspondence, urgent communications, remittances by cheque/ DD should preferably be sent by courier or Speed Post, where courier services are not available.

POSTAL DIRECTORY

Correspondence officer should prepare a Directory of complete postal addresses (including pin-code No.) of all our out-station offices, Plants, Distributors, Dealers and other important departments/ firms/ persons with whom we are in regular correspondence.

  1. MAINTENANCE OF IMPREST & PAYMENT TO COURIER

The front officer should draw an imprest of Rs.1000/- for stamps (PF-18), at the beginning of the financial year and when the balance gets reduced to less than Rs 100/-, register should be submitted to the Accountant with Imprest Advance Form(PF-18) for drawing equivalent cash to restore imprest account. However, at the end of the month, total expenditure should be booked with Accountant. He will also verify the payment to Courier. The system on control of postage should be followed as per literature PL-105.

REPORTS

Report of pending letters on (PR-22) after taking report from all concerned on PR-21 and submit to competent authority for further submission to MD.

LITERATURE

PL– 105– Control on Postage, Imprest & Payment of Courier

FORMS

PF-18              Application for Imprest Advance.

RECORDS

PS-9                Diary Register.
PS-10              Dispatch Register.

REPORTS

PR-21              Pending Letter Report (Section) To Be Taken from All Sections.
PR-22              Letter Report (Company) To Be Submitted.