Hotel Receptionist

Also known as:

Receptionist, Hotel

Introduction

Receptionists welcome hotel guests. Their duties include making room reservations and checking people in. They prepare bills and deal with payments. Receptionists use computers to take reservations, prepare invoices and type letters, for example.

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Work Activities

The work of a hotel receptionist has two parts: direct contact with the public and administrative work, often behind the scenes. Typical duties at the reception desk involve registering guests, accepting room reservations on the phone or email, handling messages and accepting payment of hotel bills.

To prepare a customer's account, receptionists must collate the cost of additional items such as drinks, phone calls and newspapers, and include them in the final bill. Much of the work involves using computers. Receptionists may also exchange traveller's cheques and foreign currency.

Receptionists reflect the public image of the hotel; it is very important that they make guests feel welcome and answer their questions about local transport, places of interest and entertainment. They also promote the facilities of the hotel such as the fitness centre or beauty salon.

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Personal Qualities and Skills

Clear speech, a polite manner and a high standard of personal appearance are important qualities in a receptionist. You must be calm and well organised, even when working under pressure. You need to inform other departments of the arrival and departure of guests. The receptionist is usually the first person to receive a customer complaint, so you must have excellent customer service skills, tact, and know when to refer a case to the manager.

Administrative work requires accuracy and attention to detail. You need good IT skills including specialist software for bookings. Receptionists must be familiar with handling cash, credit cards, cheques and foreign currency. The reception office may also deal with correspondence, so you have to use secretarial and typing skills. The ability to speak a foreign language can be useful.

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Pay and Opportunities

Hotel receptionists' salaries vary depending on their employer and responsibilities.

The pay rates given below are approximate.

Salaries are in the range of £11,000 - £14,000 a year, rising to £17,000. Higher earners can make around £20,500 a year.

Most hotel receptionists work shifts covering seven days, often on a rota. You may work split shifts, nights and at the weekends.

Full-time and part-time employment opportunities are available in hotels of all sizes throughout the UK.

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Adult Opportunities

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, for example, in customer service with administrative and/or secretarial skills.

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

• 53% of receptionists work part-time.
• 3% have flexible hours.
• 4% of employees work on a temporary basis.

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