Front Desk Service Agreement

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Front Desk Service Agreement

Template for agreement that outlines the company’s protocols and expected service levels provided to customers by front line and receptionist staff. 

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Overview

Front desk is one of the most overlooked "area" in a company. Yet, it is one of the most important as it is usually the first point of contact for most potential customers and employees. Isn't that ironic?

If you're checking out this Front Desk Service Agreement, go ahead and give yourself a big pat on the back! You are one of a "special" group of individuals who firmly believe that the front desk has an impact on the company's bottom line and that we should up the game on front desk service. Like you, we share your belief, so much so that we were compelled to do a write up on Front Desk Training here

The Front Desk Service Agreement provides guidelines and protocols to ensure a well managed and professional looking front desk. Some of the guidelines may seem like common sense but why leave it to chance? Each individual may bring to the job learned behaviours that are inconsistent with your company's expectations. For example, some companies may allow the front desk to be unmanned during lunch hour while your company may require someone to be at the front desk at all times. The Service Agreement can be used to clearly articulate this expectation to ensure a standard and consistent delivery of front desk service. 

The Service Agreement focuses on Customer Service Philosophy and Customer Service Guidelines & Protocols. It has input placeholders throughout the Agreement for you to easily input customizable information. It is important that the Front Desk Service Agreement is read and signed off by the employee before the employee's first day at work. It is recommended that the Service Agreement is sent together with the Employment Contract Agreement and Staff Policies (Manual) for the employee's review at the time when the employment offer is made. 

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How is a Front Desk Service Agreement used? 

This contractual agreement includes guidelines and protocols to be followed by staff who provide front line and reception services.

The Front Desk Service Agreement is used to:
  • Educate staff on the protocol and service levels required for performing front line and reception duties.
  • Obtain signed confirmation from staff to acknowledge their understanding and agreement to abide by the terms outlined in the Agreement.

Why use a Front Desk Service Agreement?

Clearly articulating front desk service guidelines and protocols, and requesting confirmation that the individual understands these guidelines/protocols, ensures that:

  • Individuals know what is expected of them.
  • Customer service levels meet company expectations.
  • Your company reputation as a professional organization with a high regard for customer service is protected.

What you risk by not using a Front Desk Service Agreement?

  • Customers receive sub-standard customer service.
  • Your company recives 'bad press' with regards to the customer service it provides.
  • You have little recourse to reprimand the employee since they can say "no one told me."

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Front Desk Service Agreement  |  Accompanying Instructions for HR

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Contracts & Agreement Templates in this Kit

The template referenced on this page can be used on its own as a stand-alone tool, or in conjunction with other HR templates in the Contracts & Agreement Kit that includes the following documents:

Template Description

Offer Form Template

This form template ensures that all information about a candidate and position is collected and summarized, so that HR has the information they need to process an employment or independent contractor agreement.

Employment Contract Agreement Template

A contractual agreement template between the company and the employee that establishes the terms and conditions of employment.

Independent Contractor Agreement Template

This agreement template is intended to be used to clearly articulate and establish the terms and conditions of a contract between your company and an independent contractor.

Staff Policies Manual - Addendum to Employment Contract

An addendum document that outlines the standard terms of employment and conduct expectations where signature for adherence by the candidate is obtained as part of the Employment Contract Agreement and Independent Contractor Agreement documents.

Terms & Definitions - Addendum to Staff Policies Manual

An addendum document that provides definitions for the formal terms used in the Staff Policies Manual above.  

Overtime Averaging Agreement Template

A contractual agreement between an employee and your company allows you to bypass overtime rates by averaging the employee’s hours of work over a period of 1, 2, 3, or 4 weeks. 

Employee Handbook Acknowledgment Agreement Template

This is a contract agreement that is signed by Staff, in the presence of a witness, to acknowledge that they've read, understood, and will adhere to the Staff Policies section in your Employee Handbook.

Front Desk Service Agreement Template

An agreement used to obtain signed confirmation from front line and reception staff to acknowledge their understanding of company protocols and expected service levels. 

Involuntary Termination Authorization Form Template

This document is a template spreadsheet that will help your company calculate the costs associated with terminating an employee, and to obtain authorization to terminate. 

Non-Disclosure Agreement for Exploratory Discussions Template This template agreement is intended to be used to protect the interests of your company in situations where company-confidential information may be shared during exploratory discussions with prospective candidates.
Reference Check Request & Consent Template This document is a template for an email script used to obtain reference provider names and written consent from candidates to conduct reference checks.
Training Reimbursement Agreement Template A template for a contractual Agreement between your company and an employee embarking on a training initiative that exceeds a company-determined cost ceiling, where your company is expecting the training expenses to be reimbursed by the employee in certain scenarios.
Delegate Confidentiality Agreement Template This document contains instructions and a script for a conduct agreement between a manager and administrative-level staff. The script can be used when a manager needs to delegate work that may require access to sensitive or confidential information.