RECEPTION OVERVIEW & PROCEDURES

Your primary responsibility is to always stay at the reception desk to: answer the phone, give referrals to walk-ins as needed, accept deliveries as needed, and to assist congregants and visitors with their questions. You are the “Connector”, voice of Marble and trusted ambassadors!

As receptionist, you welcome visitors to Marble Church. In most cases, you will be the first contact that an individual has with the church on a particular day. It is essential that your greeting be warm and friendly and follow up transactions be helpful and professional.

If the visitor is here to see a specific individual, then call the person. If the visitor is requesting to see a Minister for assistance, please inform them that we do not have services for walk-ins, other than giving them a reference sheet of possible neighborhood services. 

During the week when visitors drop in to see the Church, please explain the sanctuary is not open, except for scheduled tours since we have continual maintenance and have COVID safety guidelines. 

All external vendors must sign in/out with either the QR Code at the Security Desk (preferred) or the paper list on a clipboard at reception.

There are no public bathroom facilities or telephones in the building, so requests for these services must be declined (except for the parking lot personnel who may use the closest restroom.

Phones

You are the initial voice of Marble Collegiate Church. It is important that ALL phone calls are answered and handled in a friendly, polite and professional manner. You are expected to be courteous, but you are not a sounding board or counselor. Keep the phone calls short and direct the calls to the appropriate staff member or minister as needed. The only time you should leave your post, is in case of an emergency that is physically dangerous for you, a bathroom break or a lunch break that is covered by another employee.

You, as switchboard operator, will be the initial contact many people have to Marble Church. It is most important that the greeting, "Marble Collegiate Church, may I help you?" be warm and friendly. We want to convey an attitude of caring and concern for each person that has taken the time to dial our number. Strive to answer on the 2nd or 3rdbeep, even if you have to put someone else on hold. This can be done by saying, "Marble Church, will you please hold," and then coming back as soon as you can. To be prepared to pick up on the 2nd or 3rd beep means you must limit your conversations. If a caller seems to need more than a short answer, switch them to one of the administrative or ministerial staff or other personnel that you feel can best help them.

There are many, very personal reasons, why a person might call Marble Church, such as a death or illness of a loved one, a request for prayers, a need to talk with a minister for personal assistance in a time of need. It is essential that each call be handled with great care and professionalism. Sometimes an individual may insist on being given a minister's home phone number. In this case offer to have the minister call the person back as soon as possible. Never give a home phone out unless you have specific permission otherwise.

Messages must be taken clearly and as completely as possible. And important messages given or called to the individual immediately. Every line on the message should be filled out clearly. Major illness and deaths should be given priority by calling the staff member at home. Use your best judgement as to whether a call is important enough to call a staff member at home. If you are in doubt at all, call. In emergencies, such as fire, smoke, robbery, bomb threat, accident or major illness, call 911. Remember a friendly voice on the telephone, a "please," a "thank you" or a "your welcome" is perhaps the most important public relations function that happens all day in the church.

Assisting Congregants

Congregants visit reception for a variety of reasons:

If they have a previously scheduled appointment, please contact the person they are seeing to alert them that their appointment has arrived. 

Follow the instructions you are given from the staff person they are seeing. If you can't immediately locate the person they are seeing, please ask the arrival to wait in the Prayer Room, until you have secured the contact.

If the congregant is picking something up or dropping something off, please make sure it's labeled and addressed to the correct person. If a congregant was just "passing by" and wants to see if someone is available, please contact the person they are seeking by phone or email and follow their instructions, conveying those to the congregant.

If a "disturbed" person comes in requesting to see a specific staff member, alert the staff member as to the situation, so they can make the decision to see them or not. If not, gently tell them that the staff member is not available and, if needed, ask the guard to escort them out. Staying calm often lowers their anxiety level. If it's a threatening situation, do not hesitate to call the police at 911.

Visitors

If visitors are stopping by just to seek some information that you have available, please give them the appropriate brochure on information they are seeking. If they want to see the church, please contact another employee to see if they can escort the visitor into the Sanctuary. Remember: please stay at your post. If no one can escort them please convey your regrets to the visitor and suggest another time when you know either the church will be open for an event, or someone would be available to escort them. The guard also needs to stay at their post.

Pastoral Care Calls: All calls regarding sickness or deaths are confidential and should go to Judy Tulin or the pastoral call minister on duty. They will confirm and notify others. Please pass calls to them as quickly as possible and leave it to them to announce any news to staff.

Walk-ins: 

When walk-ins come in, please give them any referral information sheets that would help them out. There are many resources in the staff resource website listed in “pastoral care”. Print any referral item they could use for them to carry out with. If beyond that, or they don't want to accept ja referral, as hard as it may be, please do not get involved in their situation or needs - that is overstepping your responsibilities. You should make them aware that we don't give out money. Ask them to wait in the Prayer Room and reach out to Judy Tulin or the Pastoral Minister on Duty, who are responsible for the walk-ins. If no one is available, please tell the walk-in that they will have to return at another time. Always keep the walk-in cards updated as the visits occur.

If people ask to use the restroom, please let them know what we have no public restrooms and refer them to Starbucks, Subway or the ACE Hotel. If it's a congregant, use your discretion as to whether they are allowed to use it or not. No one, other than staff, should be allowed to use the restrooms on the main floor past the Hallway, once a worship service or event is in progress in the Sanctuary.

DELVIERIES: 

Please accept all deliveries with a polite, friendly and professional attitude. If congregants are dropping off clothing, food or school supplies during our various outreach drives, please have them dropped off in the bin located in the Prayer room or in the Narthex on Sundays.  It is the responsibility of the receptionist to accept deliveries for Marble Church only. All deliveries should be entered in the delivery log. The date, the number of packages, shipped, addressee, the individual contacted, a brief description and the maintenance person who delivered it should be noted for each delivery. If the addressee is out of the building, contact his or her assistant. If there is no assistant available, call the administrator or his assistant. It is important that someone in authority be notified of every delivery as soon as possible after the delivery. Do not let a delivery remain at the switchboard. 

MAIL

All incoming mail should be sorted by the receptionist and the placed in the appropriate box at the switchboard. Let the business office know when the morning mail arrives. Take only Marble Church mail. Each individual working in the church office is assigned a mail slot. Each elder and deacon also is assigned a mail slot. It is very important that the mail be handled carefully.

In the past there have been incidents where an important piece of mail was placed in the wrong slot and not found for a week or two.

Each Monday morning to through the Elders and Deacons mailboxes and any mail left in their boxes from the previous week to their homes. Exceptions to this are obvious junk mail.

MAIL DISTRIBUTION

Several staff members have their own mailboxes while others share, including Board Members. 

Any incoming mail for Jennie Sparber (a homeless person) should go to Rick Harper. We forward it to a relative.  Any incoming mail that you're not sure about, hold for Rick Harper. Incoming mail with the wrong address should be returned to the mail person when they come to deliver but check with Rick first.

Board members share a combined mailbox for space savings. Please let board members know when they have mail deliveries.

EMERGENCIES

If during an event, you get word 911 needs to be called, please do so immediately. DO NOT LEAVE THE RECEPTION AREA. If you need more information for 911, ask the guard to go to the location and get the answers from those already attending to the injured. It is most important that you remain in phone contact with whoever may be trying to reach the church. If someone reports an injury, immediately locate a manager on duty. Again- it's important to remain at the reception desk.

TEAMWORK: 

As a staff we are all expected to work together for the good of the church and our congregants. Your relationship with the security guards and maintenance staff are as co-workers. The guards have their responsibilities, and the maintenance team has theirs. The receptionist is NOT their supervisor. If a problem arises with a security guard, you contact John McHugh. If he's not available, Rick Harper should be contacted. The same goes for the maintenance team. You are co-workers with them and are NOT their supervisors. Again, if a relationship with them becomes frayed, reach out to John McHugh or Rick Harper.

SECURITY GUARDS:

You are expected to work together as a team. If the staff member in charge of an event, gives the security guard instructions of where to have attendees enter, please do not override that decision. Hopefully they will give both of you the same direction, so all are on the same page. The guard is NOT your supervisor. If they attempt to tell you what to do, please report that to your supervisor. You are a great team and represent the church very well. 

Opening the Switchboard- First, log onto ADP to Clock IN

• The phone system automatically switches to "day (open) mode" at 9am.

• Review any notes or emails left for you.

• Get the schedules for the day online at the TeamUp Calendar online and the marblechurch.org website calendar of events

• Replenish bulletins in key public areas.

Turn on lights & the two battery operated candles in prayer room and make sure the chairs and room are in order.

• Check Peale Parlor and Straighten pillows, chairs, tables, etc.

• Refill the paper tray in the printer if necessary.

• Keep a Sunday Bulletin, TouchPoint, History & Stained Glass brochure close by for reference.

Log Out of ADP to Log OFF duty.

Closing the Switchboard

• The phone system to automatically programmed to switch to "night mode" 5 minutes after closing.

Write and email a detailed note with any questions or pertinent info that the morning receptionist should know.

• Make sure the area is neat before leaving, (Switchboard, outside counter, turn off candles in prayer room, lobby, Peale Parlor.

• Update your timesheet daily at the start of your shift and the end of your shift via ADP. We are paid every two weeks. If you have issues logging in or out, send an email to Rick Harper rharper@marblechurch.org

Meeting & Greeting

Acknowledge & welcome EVERYONE with a smile. Go the extra mile. Be a good listener & ask questions to gain further insight.

Computer System - to be trained in person

BIBLE VERSION: The version of the bible we refer to and keep in each church pew is: THE NEW REVISED STANDARD EDITION

ADP: Daphne Kim, HR will assist

Parking Stickers

•      We have parking sticker flyers and coupons available upon demand.

Church History - Study the history & stained glass brochures.

Website - Learn the different parts of the website for info.

Prayer Requests - Forward to Judy Tulin or take request & forward to Judy.

Donations - Donations can be dropped off at wooden donation boxes in the reception lobby or near the exits in the Sanctuary and Narthex. Online gifts are entered via marblechurch.org. Checks can be sent to 1 W 29 St. New York, NY 10001.

Walk-Ins -  Review Pastoral Care binder and Walk-In File box. Judy Tulin will assist.

Breaks (phone coverage) -  See guidelines in the employee handbook on employee breaks

Switchboard Help: To take a break: Call any of the individuals below and ask for coverage while you take a break. Forward calls to their extension. Place the "Receptionist will return Momentarily" sign in the reception window. Notify the security guard that you will be away from the desk for a while & not to send anyone upstairs until you notify them upon your return. * Remember to notify your coverage person & security upon your return.

Handling Tour Requests:  Encourage visitors to join us on Sundays during worship. Provide them with printed brochures containing church history or the stained glass windows. Tell them about the next services coming up, live streaming on the website  and make them feel as welcome as possible. If a staff member is on site and available for a tour, please reach out.

Please Review

•      Meeting & Greeting - Acknowledge & welcome EVERYONE with a smile. Go the extra mile. Be a good listener & ask questions to gain further insight.

•      Computer System - You will get training on the computer and phone system.

•      Our BIBLE is: THE NEW REVISED STANDARD EDITION

•      ADP - Daphne Kim, HR will assist

•      Staff & Board Members List - see board member link

•      Deliveries - Log deliveries into log book, email recipients & maintenance man including box#. Review emailed instructions from staff re: expected deliveries.

General Signs

We do not allow any signs to be put up in the lobby that are not specially approved by the Administrator's office. If there is a need for a specific sign which is not available in the sign folder in the drawer of the switchboard, call the Administrator's office and one will be ordered.

Maintenance Department

It's important that your relationship with the Maintenance Department be a warm, friendly and professional one. Each individual in the Maintenance Department has been asked to let you know where he/she is at all times, just as the staff have been asked to let you know when they are entering and leaving the building.

Room Rental Calls:

Refer to Rick Harper or marblechurchevents.com