Final Project
Final Project: Front-Desk Simulation and Procedures Manual
Demonstrate your front-office readiness in a live 20-minute simulation and submit a procedures manual that could be adapted for a real office.
Requirements
- Front-desk setup plan and greeting scripts
- Phone script guide with a completed message slip
- Visitor and security procedure
- Scheduling procedure with delay script
- Complaint log entry and boundary statement
- Mail log, supply inventory with reorder points, and opening/closing checklists
- Confidentiality pledge
- Completed front-desk simulation (scored by instructor)
Timeline
- Module 4: begin assembling procedures
- Module 7: manual drafted
- Module 8: simulation and submission
Grading Rubrics
Grading Rubrics
Every rubric uses the same four levels. Your instructor will mark the level that best matches your work for each row and add a short comment.
Module Assignment Rubric
| Criterion | Excellent (4) | Proficient (3) | Developing (2) | Beginning (1) |
|---|---|---|---|---|
| Completeness | Every required part is done | Most required parts are done | About half the parts are done | Little of the assignment is done |
| Accuracy & Skill | Skills applied correctly with no significant errors | Minor errors that do not affect the result | Several errors that affect the result | Major errors throughout |
| Professional Quality | Neat, clear, and ready for an employer to see | Clear with small issues | Hard to follow in places | Unclear or disorganized |
| Effort & Growth | Went beyond the minimum or clearly improved | Solid, consistent effort | Minimal effort | Little evidence of effort |
Total possible: 16 points.
Reflection Journal Rubric
Journals are graded on effort and reflection, never on spelling, grammar, or the details of a personal story.
| Criterion | Excellent (4) | Proficient (3) | Developing (2) | Beginning (1) |
|---|---|---|---|---|
| Completion | Responds fully to every part of the prompt | Responds to most of the prompt | Responds to part of the prompt | Entry missing or one line |
| Connection to Lesson | Clearly applies the week's skill or idea | Mentions the lesson | Vague link to the lesson | No link to the lesson |
| Faith Reflection | Thoughtfully engages the Scripture or faith theme | Engages the faith theme | Brief mention of faith theme | Does not address the faith theme |
| Personal Application | Names a specific next step or change | Names a general next step | Next step is unclear | No next step |
Total possible: 16 points.
Participation Rubric
Scored at the end of each module. Average the eight scores for the Attendance & Participation grade.
| Criterion | Excellent (4) | Proficient (3) | Developing (2) | Beginning (1) |
|---|---|---|---|---|
| Attendance & Punctuality | Present and on time for the full session | Present; late or left early once | Missed part of the session more than once | Absent without make-up work |
| Preparation | Completed assignment and brought workbook every time | Usually prepared | Sometimes prepared | Rarely prepared |
| Engagement | Contributes thoughtfully and draws others in | Contributes regularly | Contributes when asked | Seldom contributes, even when invited |
| Respect & Covenant | Models the classroom covenant for others | Follows the covenant consistently | Needs occasional reminders | Needs frequent reminders |
Total possible: 16 points.
Final Project Rubric: Front-Desk Simulation and Manual
| Criterion | Excellent (4) | Proficient (3) | Developing (2) | Beginning (1) |
|---|---|---|---|---|
| Completeness | All eight items included | Six or seven items | Four or five items | Three or fewer |
| Procedures Quality | Clear, specific, and usable in a real office | Mostly clear | General or incomplete | Unclear |
| Phone & Visitor Skills (Simulation) | Professional, accurate, and warm throughout | Mostly professional | Inconsistent | Unprofessional |
| Complaint Handling & Composure | Uses LAST calmly with appropriate boundaries | Mostly calm and effective | Struggles under pressure | Escalates or avoids |
| Confidentiality & Ethics | Protects information throughout | Minor lapse | Several lapses | Serious lapse |
Total possible: 20 points.
Quick Guide
Front-Office Quick Guide
Keep this guide with your important papers after release.
Greeting Formula
| Item | Details |
|---|---|
| Acknowledge | Eye contact and a smile within seconds |
| Greet | “Good morning, welcome to ___.” |
| Offer help | “How may I help you today?” |
| Use their name | Once you know it |
Phone Scripts
- ☐ Answer: “Good morning, [Organization], this is [Name]. How may I help you?”
- ☐ Hold: “May I place you on a brief hold?” (wait for yes; check back every 30–60 seconds)
- ☐ Transfer: “I'm transferring you to [Name] in [Department].”
- ☐ Screen: “May I tell her who's calling and what this is regarding?”
- ☐ Unavailable: “She's not available right now. May I take a message?”
Complete Phone Message
- ☐ Date and time
- ☐ Caller's full name (spell it back)
- ☐ Organization
- ☐ Phone number (read it back)
- ☐ Message and urgency
- ☐ Your initials
LAST: Complaints
| Item | Details |
|---|---|
| Listen | Without interrupting |
| Apologize | For their experience |
| Solve | Fix it or explain next steps and when |
| Thank | For telling you |
Boundary Statement
“I want to help you, and I can't continue while you're speaking to me this way.” If it continues, get a supervisor.
Never Share
- ☐ Staff home addresses or personal phone numbers
- ☐ Staff schedules or whereabouts
- ☐ Client or patient information
- ☐ Passwords
Service Recovery
- ☐ Acknowledge
- ☐ Apologize
- ☐ Fix it quickly
- ☐ Follow up
When Everything Happens at Once
- ☐ 1. Safety
- ☐ 2. The person in front of you
- ☐ 3. Urgent calls
- ☐ 4. Everything else, in order
Being confident of this very thing, that he which hath begun a good work in you will perform it until the day of Jesus Christ.— Philippians 1:6 (KJV)
Final Exam
- 1.
The greeting formula includes:
- 2.
Answer the phone within:
- 3.
A warm transfer means:
- 4.
A complete message includes:
- 5.
A visitor asks for a staff member's home address. You:
- 6.
In an evacuation, the front desk should take:
- 7.
When booking, offer:
- 8.
LAST stands for:
- 9.
Which phrase escalates anger?
- 10.
Mail marked Confidential should be:
- 11.
Certified mail provides:
- 12.
HIPAA protects:
- 13.
When stepping away from your computer:
- 14.
Service recovery steps:
- 15.
You should ask permission before placing a caller on hold.
- 16.
Suspicious packages should be opened carefully.
- 17.
Kindness requires accepting abusive behavior.
- 18.
Complaint logs should contain facts, not opinions.
- 19.
Write a professional phone greeting for Hope Community Center.
- 20.
Explain how 1 Peter 4:9 applies to front-office work.