Hotel Receptionist

Introduction
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.

Also known as
Receptionist, Hotel

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.

© CASCAID 2017 1
 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

Pay

Hotel receptionists' salaries vary depending on their employer and responsibilities. The pay rates given below are
approximate.

Salaries are in the range of £12,000 - £16,000 a year, rising to £19,000 - £23,000 a year. Higher salaries are available in
5-star hotels and London hotels. Some employers provide food and accommodation.

Hours of work

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.

Where could I work?

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 Universal
Jobmatch, at Jobcentre Plus and on specialist recruitment sites such as caterer.com and uksp.co.uk.

Entry Routes and Training

Entry routes

Some new entrants have relevant experience of dealing with people, or have gained appropriate qualifications. These
include work-related qualifications in hospitality, for example the level 2 Award in Principles of Customer Service in
Hospitality, Leisure, Travel and Tourism.

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 Intermediate or Advanced Level Apprenticeship is a great place to start. You may be able to take a vocational
qualification, such as an NVQ, as part of your apprenticeship.

Foreign language skills are very uselful for this career.

Employment 1st is a programme that prepares people for their first job in the hospitality industry. It includes core
skills such as customer service, sales, communication, safety and IT.

Training

Hotels usually provide on-the-job training. You might also be able to work towards relevant work-related
qualifications, for example, an NVQ level 2 Diploma in Front of House Reception.

© CASCAID 2017 2
 Also available are:

NVQ Certificates and Diplomas in Hospitality Services

NVQ Awards, Certificates and Diplomas in Business and Administration
NVQ Certificates and Diplomas in Customer Service.

You could also take a foreign language course.

Progression

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 grade C or above, including English and
Maths. However, entry requirements vary between employers.

To get onto an Intermediate or Advanced Level Apprenticeship, you’ll usually need five GCSEs at grade C or above,
possibly including English and Maths.

Employers usually accept equivalent work-related qualifications, such as a BTEC Level 2 or Level 3 in Hospitality or
Travel & Tourism.

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.

Entry

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

You might be able to take an Intermediate Level Apprenticeship or an Advanced Level Apprenticeship in Hospitality
and Catering.

Courses

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

Statistics

57% of receptionists work part-time.

5% have flexible hours.
5% work on a temporary basis.

Further Information
Contacts

Apprenticeships: Get In. Go Far

National Apprenticeship Service (NAS)
Website: www.apprenticeships.org.uk

Skills Development Scotland - Modern Apprenticeships

Tel: 0800 9178000
Email: info@skillsdevelopmentscotland.co.uk

© CASCAID 2017 3
 Website: www.myworldofwork.co.uk/modernapprenticeships

The Appointment
Retail, fashion and hospitality industries
Tel: 020 8340 3366
Website: www.theappointment.co.uk

Hospitality Guild (People 1st)

Website: www.hospitalityguild.co.uk

Springboard UK Ltd
Tel: 020 7529 8610
Email: info@springboarduk.org.uk
Website: springboard.uk.net

British Hospitality Association (BHA)

Tel: 020 7404 7744
Email: bha@bha.org.uk
Website: www.bha.org.uk

Caterer and Hotelkeeper

Website: www.caterersearch.com

Caterer: Hospitality careers

Publisher: Totaljobs Group Ltd
Website: www.caterer.com/careers-advice

Northern Ireland Hotels Federation (NIHF)

Northern Ireland Enquiries
Address: The McCune Building, 1 Shore Road, Belfast BT15 3PG
Tel: 028 9077 6635
Email: office@nihf.co.uk
Website: www.nihf.co.uk

Careers Wales - Welsh Apprenticeships

Tel: 0800 028 4844
Website: ams.careerswales.com/

Related Careers
Food Service Assistant
Restaurant Manager
Chef
Hotel Manager
Hotel Porter
Hotel Room Attendant
Kitchen Assistant
Waiter/Waitress
Sommelier
Domestic Services Manager
Bar Staff
Cloakroom/Luggage Attendant
Publican

© CASCAID 2017 4