Duties of Receptionist in a Hotel

Two main responsibilities and duties of a hotel receptionist are: 1) Answer telephone calls to provide information, Here are some duties and responsibilities for a receptionist, and 2) Greet and receive walk-in guests.

Hotel receptionist are responsible for welcoming guests and acting as their first point of contact, and answer questions. Hotel receptionist primary responsibility is to greet all guests and assist them with check-in and check-out. Hotel and concierge managers realize that hotel receptionists’ duties are evolving, and they want their job application materials to be up-to-date and as specific as possible to attract the most qualified candidates.

Hotel receptionist job description and duties

Greet, welcome, and check in new guests
Inform guests of policies during the check-in process
Answer calls and direct calls to appropriate parties
Relay information to guests, such as hotel rates, services, hours
Make reservations, confirm reservations, and cancel reservations if needed
Ensure guests are in appropriate rooms
Answer all guest questions
Field guest requests and relay to appropriate parties
Verify guests’ payment methods
Deliver room keys, give guests directions to their rooms
Maintain records of guest room bookings
compute guests’ bills and post charges
Accommodate guests with extra pillows, cots, toiletries
Send messages to guests
Pick up mail, packages, and documents for guests
Field guest requests both in-person and by phone
Tell guests about local services, attractions, and dining options
Meet with housekeeping staff regularly
Create incident reports, daily activity logs, or other documents requested by management
Book and schedule conference rooms
Help with administrative and clerical tasks as needed
Maintain a positive attitude at all times
Help guests access the internet and WIFI
Go over all guest payments and charges during check-in and check-out as needed
Process credit cards and accept cash
Tell housekeeping when clients vacate rooms
Monitor guest’s visitors to the hotel
Enforce hotel rules and regulations
Alert management of any wrongdoing or guest misconduct
Report emergencies to the authorities
Keep an orderly front desk and reception area

What Are the Duties of a Front Desk Officer of a Hotel?

From “front desk officer” to “front desk agent” to “guest relations associate,” working the front desk of a hotel is a position that comes with many interchangeable titles. But what is the main goal of a hotel receptionist, and what are their central responsibilities?

First, it is vital to note that hotel receptionists often are the initial “point of contact” for both hotel and prospective guests. Therefore, receptionists field many different questions, often all simultaneously.

Based on their important role in guest relations, job candidates interested in being hotel receptionists should be affable, outgoing, patient, and informed. The job of a receptionist is never boring based on the wide range of required duties. For example, on a given day, a hotel front desk worker might greet guests and answer questions, check guests in and out, lend their hand to many different administrative chores, and explain hotel rules and policies to guests.

Based on these duties, hotel receptionists must be independent and able to get their work done without supervision. They should also be trustworthy since they are the “face” of the hotel and often deal directly with first-time guests and strangers deciding whether to book a night or not.

As a focal point of the hospitality industry, hotels emphasize guest comfort, happiness, and overall satisfaction. Therefore, the responsibilities and attitude of a hotel receptionist link directly to the guests’ experience.

What Are the Basic Responsibilities of a Front Desk Agent at a Hotel?

The main duties of a hotel receptionist stem from dealing with guests and ensuring that their experience goes beyond expectations. Hotel managers know that hotels must “sell themselves,” which also applies to front desk workers.

Hotel receptionists will find that they spend much of their time checking guests in and out of the hotel and answering questions that range from the location of the pool to the best items on the room service menu. In all respects, hotel receptionists must provide professional, world-class service to all guests, accommodate their needs and requests, and help guests feel as though their experience is unique.

What Experience and Education Do Hotel Receptionists Need?

Applicants for hotel receptionist positions vary widely in their qualifications and talents. However, receptionists do need to have some key experience to perform to the best of their ability. Hotel receptionists should:

Have you graduated from high school or have their GED
Possess strong customer relations experience
Have you worked in the hospitality industry before or worked with guests in some capacity
Be proficient in Microsoft Office, Excel
Understand the booking and payment systems most hotels use, or be willing to learn
Possess strong mathematics skills
Possess administrative skills
Possess above-average writing and verbal skills
Be fluent in English and possibly Spanish

What Important Qualities Should Hotel Front Desk Workers Possess?

Hotel workers are different, and excellent candidates can learn on the job. However, certain qualities make some hotel receptionists rise above the rest. These qualities include:

Excellent customer service skills
Being detail-oriented and accurate
Excellent at planning and organization
Skilled at multi-tasking
Professional attitude and image
Able to handle stress and stay relaxed and confident under pressure
Excellent conflict resolution skills
Strong decision-making and judgment skills
Accepting the importance of peer support and teamwork
Flexibility with their schedule
Able to interact with diverse guests and clients

What Specific Skills Do Hotel Receptionists Need?

Successful hotel front desk workers can think quickly and process multiple requests simultaneously. Often, we notice a long, restless line at hotel front desks, and we do not stop to think about the employee who patiently deals with each guest’s unique request or question. Receptionists at hotels possess specific skills that not only help them to acquire the job but help them to excel at their duties. Here are the main areas of expertise that front desk workers possess:

Decision-Making Skills: Receptionists must be able to collect all necessary information and make practical, well-reasoned decisions quickly in high-stress environments.
Communications Skills: Receptionists should listen to guests and understand them, and then follow up with key questions. Front desk workers should quickly get to the heart of the issue and provide a solution confidently.

Adaptability: Hotel receptionists must be flexible. They should be able to change their approaches to meet brand-new questions and demands. The hotel business is always changing, perpetually busy, and never boring—there is no “normal” day or “ground zero.”

Attention to Detail: Hotel receptionists will fail without accurate figures and competent records. For example, a hotel worker must know which guests want to check out early, who hasn’t left yet, and how many guests are checking in during a busy morning so everything goes according to plan.

Customer Service: Hotel receptionists are often the most visible and accessible hotel staff members, so they must always be on their best behavior. This behavior includes going out of their way to make guests feel at home, answer their questions, and ensure they have the best experience possible.

Is Being a Hotel Receptionist for Everyone?

Candidates interested in being hotel receptionists may not be familiar with all of the experience and skill that goes into this unique position. While being a hotel desk attendant is not for everyone, it is a rewarding and inspiring position for many organized, driven people who enjoy the service industry. If working with guests in a fast-paced environment appeals to you, why not pursue becoming a hotel receptionist?

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