Hotel receptionist

Hotel receptionists welcome guests as they arrive at the hotel. Their duties include checking guests in and out, issuing keys, taking reservations by telephone or email, preparing bills and dealing with payments. They provide guests with information, answer their queries and deal with complaints.

Work activities

Hotel receptionists deal with enquiries and room reservations made on the telephone, online or by email. Receptionists greet guests on arrival at the hotel; it is important that they make a good first impression – a warm welcome and pleasant atmosphere in the reception area can help to get guests’ stay off to the best start. Receptionists check guests in and out, often using a computerised system. They issue keys to guests; either they provide guests with clear directions, or a porter will show them to their accommodation. They keep accurate records of which guests have arrived at, or left, the hotel. They make sure that any necessary information goes to the housekeeping, restaurant, maintenance, and management departments.

Hotel receptionists provide guests with information about local attractions and places of interest. They might provide additional services for the convenience of guests, such as ordering newspapers or taxis, storing valuables and taking messages. They make sure that guests receive their messages without delay, along with any mail that might arrive for them. Some receptionists operate the hotel switchboard, directing incoming calls and helping guests to make external calls. Receptionists prepare a customer’s account when they leave the hotel. They put together the cost of additional items such as drinks, telephone calls and newspapers, and include them in the final bill. They take payment from the customer in cash, or by credit/debit card. Some receptionists might also exchange foreign currency.

Guests might come to the receptionist with any queries or complaints – not all of which will be easy to deal with. Receptionists often need to use their sales skills to persuade guests to take a better and more expensive room, to stay longer, use hotel services such as the restaurant, spa, and leisure facilities, or take advantage of a special promotion to help to increase revenue for the hotel. They might also make reservations and appointments for these facilities. In the event of an emergency, receptionists might have responsibilities such as helping people as they evacuate the building, calling the emergency services, and checking that all guests have reached safety. Sometimes, hotel receptionists might also live in the hotel where they work. In small hotels, receptionists might have other duties such as serving in the bar or restaurant or helping with housekeeping. Some receptionists wear a uniform. Some receptionists working a late shift might count up the money that has been taken that day and put it into the safe for the duty manager to take to the bank.

Being able to read, write and speak Welsh may be an advantage when you’re looking for work in Wales.

Personal qualities and skills

As a hotel receptionist, you’ll need to have:

Clear speech.
A polite manner.
A high standard of personal presentation.
Excellent verbal and written communication skills.
A good telephone manner.
Customer service skills, patience and tact.
The ability to be calm and well organised, even when working under pressure.
IT skills: Most hotel booking and billing systems are operated through specialist computer software.
The ability to handle cash, credit/debit cards and foreign currency.
Some secretarial and keyboard skills; you will need to be accurate and should pay attention to detail.
The ability to operate standard office equipment such as photocopiers.
The ability to speak a foreign language can be useful.

You might need some sales skills to encourage guests to eat in the hotel restaurant or book extra services such as beauty treatments, for example.

Pay and opportunities

Hotel receptionists’ salaries vary depending on their employer and responsibilities. The pay rates given are approximate. Salaries are in the range of £18,000 - £22,000. Higher salaries may be available in five-star and/or London hotels. Some employers provide food and accommodation.

Most hotel receptionists work shifts covering seven days, often on a rota. You might work split shifts, nights, and at weekends and bank holidays. Full-time and part-time opportunities are available.

Employers are hotels of all sizes. Opportunities for hotel receptionists occur in hotels in towns and cities, and in rural and coastal areas, throughout the UK.

Where are vacancies advertised?

Vacancies are advertised in local/national newspapers, on job boards and hotel chain websites, on specialist recruitment sites such as caterer.com, and on the Government’s Find a Job service.

Entry routes and training

Some new entrants have relevant experience of dealing with people or have gained appropriate qualifications. These include work-related qualifications in hospitality. There is also a variety of college courses covering subjects such as telephone techniques and switchboards, front office operations, office equipment, word processing and accounts.

An apprenticeship is a good way to enter this role. Relevant schemes include:

Customer service practitioner (level 2 / intermediate)
Hospitality team member (level 2 / intermediate)
Hospitality supervisor (level 3 / advanced)

Hotels usually provide on-the-job training. You might also be able to work towards relevant work-related qualifications, for example, a level 2 Diploma in front of house reception. You could also take a foreign language course.

Hotel receptionists can progress to team leader, supervisor and manager posts after further training and experience.

Qualifications

Most employers require a good general education with some GCSEs at grades 9-4, including English and maths. However, entry requirements vary between employers.

If you wish to enter this career through an intermediate or advanced apprenticeship, you will need GCSEs in English and maths, although you may be able to complete these alongside your programme.

Employers usually accept equivalent work-related qualifications in hospitality and catering or business subjects.

Adult opportunities

Age limits: It is illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits.

Some entrants have a relevant background in, for example, customer service, with administrative and/or secretarial skills.

Colleges will usually consider applications from adults who do not meet their usual entry requirements. You should check the admissions policy of individual colleges.

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