Also known as front desk agent, the hotel receptionist contributes to the guest’s first impression of the hotel, and they are the main point of contact for guests throughout their stay. As such they need to have a vast knowledge of the hotel, how it works, who is responsible for what elements and importantly how to solve problems under pressure.

Even though a hotel is made up of a wide team of people, it’s usually the hotel receptionist that leaves the lasting impression on a guest. 

Specific duties include: -
  • All aspects of making, cancelling and changing bookings – sometimes by phone, mostly using an automated reservations system. This means having an in-depth knowledge of the different room types, rates, cancellation charges, promotions, roll away bed policies, check in and out options
  • Liaising with housekeeping so that they know in advance and throughout the day, which rooms are ready for cleaning, which need priority services, which rooms require additional towels, bed linens or amenities
  • Ensuring the area on and around reception is tidy and well presented
  • Checking guests in and out, which often includes collecting relevant information such as car registrations, taking credit card imprints, requests for daily newspapers or laundry services as well as early morning calls and organising keys/key cards. On check out this will entail following up outstanding charges, e.g., restaurant meals, bar bills, mini-bar bills, lounge snacks, sundries and potentially handling cash, foreign currencies and card payments
  • Managing restaurant and spa bookings and when kitchen is busy room service
  • Carry out typing, photocopying, faxing and other office duties as well as balancing reception cash float each day
  • Where there isn’t a concierge on-site it often falls to reception to arrange taxis as well as personalised services for VIP customers and event attendees, e.g. wedding guests
  • Receive and record any lost property handed into Reception
  • Quickly and politely handle any complaints
Skills, Experience and Personality Needed
    • A smart appearance and polite, professional manner is essential, ideally with the ability to remain calm under pressure (think Swan!)
    • Excellent customer service as well as verbal and written communication skills – you’ll be liaising with lots of different people and trying to keep them all happy
    • Good level of education – especially in English grammar, mathematics and ICT
    • Ability to multitask and work under pressure in a busy environment
    • Attention to detail, accuracy and a great memory – people love it when you remember their names and little facts about them and their lives
    • The ability to manage conflict – you’re likely to be the first port of call for complaints both from customers and other hotel staff
    • Great decision-making skills – you’ll have to think on your feet a lot of the time!
    • Ability to manage, motivate and prioritise administration duties when not busy with customers
    • A genuine interest in people and the local area – you’ll also be expected to be the local tourist authority
    • You’ll need to be a voice of authority in the event of an emergency

 

Benefits and Considerations
  • Part-time and full-time roles are usually available although shift work (including night shifts) is often a requirement across midweek and weekend days
  • There is never a dull day – every day is different and there are lots of opportunities to meet new people
  • Night shifts can be boring unless you’re self-motivated
  • It can be stressful, especially during busy times or where other areas of the hotel are not functioning properly
  • A huge range of transferable skills will be learned on the job
  • A uniform is often provided for this role
  • Many hotels offer staff perks on food and drink and even use of any health facilities