Hotel Receptionist

Hotel receptionists are responsible for making guests feel welcome, checking them in and out efficiently, and dealing professionally with enquiries, face to face and by phone, fax or email. They deal with general reservation enquiries, as well as answering guests' questions and dealing with complaints.

Hotel receptionists are responsible for making guests feel welcome, checking them in and out efficiently, and dealing professionally with enquiries, face to face and by phone, fax or email. They deal with general reservation enquiries, as well as answering guests' questions and dealing with complaints.

Duties will often include:

• allocating rooms to guests
• taking and passing on messages
• preparing bills, taking payment, and handling foreign exchange
• helping guests with special requests - such as storing valuables in the hotel safe or luggage area, ordering taxis or booking theatre tickets.

Many receptionists use a computer to handle reservations and may also operate the telephone switchboard. They may employ sales skills to encourage guests to upgrade to a better room, eat in the restaurant or book another visit. In larger hotels there is often a team of receptionists, each allocated specific duties. In smaller hotels, they might carry out additional non-reception tasks, such as serving drinks.

Reception desks in larger hotels often stay open and are staffed all night. In smaller hotels, the porter might take on nighttime duties. Working hours can include days, nights, weekends and public holidays. Receptionists might work shifts or split shifts. Seasonal and part-time opportunities are widely available.

Salaries may range from around £12,000 a year up to around £24,000 for experienced head receptionists.

Receptionists need:

• a welcoming, friendly and helpful attitude
• excellent communication skills
• confidence operating a computer system and switchboard
• good organisation skills and the ability to handle several tasks at once
• a calm, efficient manner
• to enjoy dealing with people.

Although receptionists do not need specific entry qualifications, employers might ask for GCSEs (A*-C), or equivalent, particularly English and maths. The Diploma in hospitality, and many other hospitality-related qualifications, may be relevant for this area of work. A Level 2 Young Apprenticeship in hospitality and Level 2 Apprenticeship in hospitality and catering may also provide a route into the work.

Many larger hotels and chains offer in-house training schemes, which may encourage receptionists to work towards qualifications as part of their development.

Prospects vary depending on hotel sizes. With experience and the right skills, receptionists could be promoted to shift leader or supervisor, then on to front office manager or head receptionist. More advanced qualifications relevant to hotel managerial work may support this progression.

Further details