Travel Reference
In-Depth Information
Hotel Receptionist
When guests arrive at a hotel or call to make bookings, the hotel receptionist is usually the fi rst person they
speak to. It is up to the receptionist to make guests feel welcome and to deal effi ciently with enquiries.
Their tasks are likely to include:
• Allocating rooms to guests;
• Taking and passing on messages;
• Putting together bills and taking payment, and handling foreign exchange;
• Helping guests with requests, eg asking housekeeping for extra bedding or storing valuables in the hotel
safe.
In a large hotel, receptionists use a computer to handle reservations, and may also use a telephone
switchboard. They may employ sales skills to encourage guests to upgrade to a better room or eat in the
restaurant, for example.
In larger hotels, there might be a small team of receptionists, each with specifi c duties. In a small hotel, they
might do non-reception tasks too - like serving drinks.
Reception desks in larger hotels often stay open all night, but in smaller hotels night-time duties might be
taken over by the porter. Working hours can include days, nights, weekends and public holidays. Receptionists
might work shifts. There are opportunities for working part-time or only in the holiday seasons.
Salaries may range from around £10,000 a year up to around £30,000.
Receptionists need:
• To be welcoming, friendly and helpful;
• The ability to use a computer system and switchboard;
• To be well organised and able to handle several tasks at once;
• An extremely smart appearance;
• To enjoy dealing with people.
Although receptionists do not need a high level of qualifi cations, employers might ask for GCSEs/S grades or
equivalent qualifi cations, particularly in English and maths. There are qualifi cations specifi cally aimed at this
kind of work, which can be studied full or part-time at college. Some employers prefer mature people with
experience of dealing with the public.
Many larger hotels and chains have in-house training schemes that mean receptionists can combine work with
study at college, usually working towards an NVQ/SVQ. Larger hotels and chains may offer more promotion
prospects than small hotels. With experience and qualifi cations, receptionists could be promoted to jobs
such as supervisor, head receptionist or reception manager. Receptionists could also move to different areas
of hotel work.
Source: www.connexions.gov.uk
Fig 6.1 - Duties and requirements for a Hotel Receptionist
