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What a hotel receptionist does
A hotel receptionist runs the front desk: greeting guests, checking them in and out, taking payments and answering questions. The role sets the tone for a guest’s experience and links the front of house with other departments.
Receptionists handle reservations, room allocation, billing and requests, often using a property-management system. The work blends administration, customer service and problem-solving, sometimes across day and night shifts.
Core responsibilities
- Welcoming guests and managing check-in and check-out.
- Taking and managing reservations and room allocation.
- Handling payments, billing and deposits.
- Answering enquiries by phone, email and in person.
- Coordinating guest requests with housekeeping and other teams.
- Using the property-management system to keep records accurate.
- Following data-protection and security procedures.
Skills and qualities
- Warm, professional customer service.
- Clear communication, in person and in writing.
- Organisation and accuracy with bookings and billing.
- Calm problem-solving for guest issues.
- Comfort with booking and payment systems.
- Discretion and care with guest data.
- Flexibility across shifts.
Typical employers and settings
- Hotels, resorts and boutique properties.
- Serviced apartments and aparthotels.
- Hostels and guesthouses.
- Conference and event venues with accommodation.
How the role is recruited
- Roles are filled directly or through hospitality recruiters.
- Screening looks at customer service, communication and availability.
- Interviews assess manner, scenarios and sometimes language skills.
- Right-to-work checks are standard.
- Onboarding covers the property-management system and front-desk procedures.
Documents involved
- A job description outlining shifts and front-desk duties.
- An employment contract or fixed-term contract for seasonal cover.
- An offer letter confirming role, hours and start date.
- Right-to-work and identity checks as required.
- A reference letter from previous employers.
- A data-protection and systems induction record.
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