Overview of the Hotel Receptionist role
The role of a Hotel Receptionist is to take bookings from guests, manage reservations, and input guest details into Hotel Reservation Software to make sure there are no overlaps in bookings and that the guests’ details are kept secure.
A Hotel Receptionist must have excellent communications skills to greet guests, answer questions and deal with complaints. It is important to have good organisational skills and good attention to detail when taking bookings. Make sure to double check guest’s details to reduce the chance of overlapping bookings and keep the hotel running smoothly.
There are many jobs you can find in a hotel. Find more Hospitality jobs here.
Dress Code
A Hotel Receptionist will wear business formal attire. This includes suits, dresses, or blazers with conservative, closed-toe shoes. This is to create a professional and presentable appearance.
Hotel Receptionist Responsibilities
A Hotel Receptionist is responsible for taking bookings and cancellations either by phone, email or in person. They must also greet guests, provide them with room keys, and handle complaints or questions.
Hotel Receptionist Tips
To become a good Hotel Receptionist, focus on learning communication and interpersonal skills for interacting with guests. You will need to understand the needs of the hotel guests and provide solutions to their problems where necessary.
You will need to be able to multitask, as it is part of a Hotel Receptionist’s job to speak with guests on the phone, enter information into a computer, and sometimes deal with guests in person, all at the same time.
Key Hotel Receptionist Skills
A Hotel Receptionist must be empathetic and understanding when dealing with guests. They also need to have good organisational and multitasking abilities, as well as some IT skills.
Interpersonal Skills
You will be dealing with guests on a regular basis during a shift, both in person and through other correspondence, like on the phone or via email. It is important to understand the guest’s needs through all these mediums.
Be polite and understanding, some guests will have questions, and you will need to provide answers clearly and concisely. If a guest has a complaint, be empathetic and deal with the situation calmly. You will be the first point of call for all guests, it is important to be professional and give a good impression.
Organisational & Multitasking
A Hotel Receptionist must have good organisational and multitasking skills, as it is up to them to book guests and log everything in a reservation system. Doing this properly ensures that there are no double bookings, or missed bookings which can cause issues later.
Sometimes you will need to speak to guests while processing payments or taking bookings and answering queries. You must be capable or multitasking, as it is important to complete all these tasks efficiently and correctly.
IT Skills
As most bookings are now performed digitally, it is important to have good computer literacy. Various software systems are used to deal with guest booking and inquiries, and a Hotel Receptionist must be comfortable using software to perform their job optimally.
A Hotel Receptionist will need to understand reservation systems and point-of-sale software for processing payments and checking guests in and out of the hotel. They will also need an understanding of Microsoft Office, such as Outlook for email correspondence and Word for producing reports and documents.
Training for these systems is usually given on the job, as different hotels will use different systems.
Duties of a Hotel Receptionis
It is part of a Hotel Receptionist’s duties to manage reservations via phone, email or in person and to greet guests when they arrive at the hotel, helping them with their room assignment and key and answering any questions.
Managing Reservations
Managing reservations is an essential part of a Hotel Receptionist’s job. You must be able to check room availability across different dates and enter reservations into a system to make sure there is no overlap with other guests. Reservations can usually be made via phone, email, app, or in person, and a Hotel Receptionist will need to know how to enter bookings into a reservation system no matter which format the guests use to book their room.
You will need excellent communication skills when speaking while taking bookings, and the ability to problem-solve if bookings are missed or reservations are cancelled. Ensure all reservation details are correct and always double check them with guests during the booking process.
Greeting Guests
A Hotel Receptionist must be polite when greeting guests who stay at the hotel. Be sure to clarify all information regarding the booking and let them know any health and safety measures, such as fire exits and offer them any Wi-Fi passwords they may require.
Guests may need to call the front desk while staying in the hotel, either for inquiries or room service, be sure to answer calls promptly and answer any questions clearly.
Hotel Receptionist Career Path & Progression
A Hotel Receptionist might gain enough experience to become a front office manager or progress into hotel management or guest service roles.
Front Office Manager Progression
To become a Front Office Manager you will need to gain considerable experience as a Hotel Receptionist first. Continue to develop your communications skills to interact with staff and vendors as well as guests.
Build leadership skills to be able to delegate tasks and solve conflicts efficiently and learn Hotel Management Software for handling operational tasks as well as dealing with bookings.
Hotel Management & Guest Service Opportunities
With enough experience a Hotel Receptionist could move into a Guest Service role. This is similar to their current role, but can involve event venues and resorts. This level of service will not only require you to take booking, but can also involve arranging travel for guests, coordinating with other departments to answer guests’ queries, and promoting a venue’s services or amenities.
Moving into Hotel Management will require increased leadership skills for delegating tasks, dealing with multiple teams such as catering staff or cleaning teams, and organising vendors to order supplies for the hotel.
FAQs on Becoming a Hotel Receptionist
Do I Need Hospitality Experience to Become a Hotel Receptionist?
No, hospitality experience is not required, but it is beneficial. Some hotels prefer candidates with previous experience in customer service or hospitality.
What Shifts Do Hotel Receptionists Work?
Hotel Receptionists will generally work rotating shifts, this includes morning, afternoon and night shifts. Often, they will be required to work weekends and holidays depending on the hotel’s needs.
What Does a Hotel Receptionist Do?
A Hotel Receptionist greets guests with a welcoming manner to make a good first impression, manages reservations, ensuring guests check in and out on time, and provide customer service.
