While classrooms are where learning happens, the front desk is where impressions begin. It’s the first real touchpoint many parents have with your school, and it can make or break their decision.
Parents don’t just choose schools based on academics; they choose how they feel during interactions. A warm, informed, and professional front desk officer builds trust, while a cold or unprepared one can turn parents away even before they meet the school owner or headteacher.
The front desk person reminds me of the church ushers. The Ushers know everyone. They are the first contact point. A smiling usher is an indication of a warm family church. A stern-looking usher who simply points a finger to where you need to go may speak of a highly regimented, no-frills church. Decisions on regular church attendance are even made by some people even before they listen to the Pastor.
Every school must seek front desk officers who reflect them. They are your:
Brand Ambassador: They reflect the school’s values through appearance, tone, and attitude.
Information Point: They must be ready to answer common questions confidently.
Crisis Handler: They often manage last-minute issues and calm tense moments.
Follow-Up Link: A well-trained front desk can support enrollment by tracking inquiries.
Seek a front desk personnel with these traits;
- Warm and welcoming
- Clear communicator
- Well-groomed and professional
- Tech-savvy
- Discreet with sensitive information
There are some things you need to do to improve your front desk:
- Offer regular training in customer service and communication.
- Equip them with a guide for common queries and school policies.
- Involve them in enrolment planning and school goals.
Your front desk officer is more than a receptionist. They are often the first and lasting impression of your school. Invest in that role, and you invest in growth.
