What essential skills should I include in a Hotel Receptionist job description?

Date modified: 22nd September 2025 | This FAQ page has been written by Pilla Founder, Liam Jones, click to email Liam directly, he reads every email. Or book a demo to see how hospitality businesses use Pilla to create and record job descriptions.

Hotel Receptionist Job Description Template

This job description template provides a full working exmaple using our six step approach. Open the template in the Pilla app and customise each section to make it specific to your role and business.

We operate a welcoming 85-room boutique hotel catering to business travelers, leisure guests, and special occasion visitors who expect personalized service and attention to detail. Our reception team serves as the first point of contact, creating positive impressions through professional hospitality, local knowledge, and efficient service delivery. The front desk environment requires multitasking abilities, cultural sensitivity, and problem-solving skills to handle diverse guest needs while coordinating with housekeeping, maintenance, and management teams. Our service philosophy emphasizes genuine warmth, proactive assistance, and creating memorable experiences that encourage guest loyalty and positive reviews. The role offers exposure to international guests, corporate accounts, and special events requiring discretion, professionalism, and adaptability.
• Welcome arriving guests professionally, conducting efficient check-in procedures while explaining hotel amenities and local attractions • Manage reservation systems including booking modifications, room assignments, and special request coordination • Process guest payments, handle cash transactions, and reconcile daily financial reports with accuracy and attention to detail • Respond to guest inquiries promptly, providing information about hotel services, dining options, and area recommendations • Coordinate with housekeeping department on room readiness, maintenance issues, and guest service requests • Handle telephone communications including call routing, message taking, and wake-up call coordination • Assist guests with luggage, transportation arrangements, and concierge services as needed • Manage guest complaints and concerns professionally, escalating complex issues to management while seeking immediate solutions • Maintain accurate guest records, registration information, and confidentiality of personal data • Support group bookings and corporate accounts through specialized check-in procedures and billing arrangements • Execute night audit procedures including security checks, financial reconciliation, and preparation for following day operations • Coordinate with other departments on special events, conferences, and VIP guest requirements
Essential Skills: Exceptional customer service abilities with natural hospitality instincts and professional communication style; proficiency with hotel property management systems (PMS) and reservation software; strong organizational skills for managing multiple tasks simultaneously during busy periods; cultural sensitivity and patience when working with diverse international guests; basic mathematics and cash handling abilities for payment processing and financial transactions; problem-solving capabilities for addressing guest concerns and operational challenges promptly; professional presentation and grooming standards representing hotel brand image. Preferred Qualifications: Previous hotel or hospitality experience demonstrating guest relations expertise; additional language skills for international guest communication; knowledge of local attractions, restaurants, and transportation options; experience with corporate travel arrangements and group booking coordination; familiarity with safety and security protocols in hospitality environments; computer proficiency including Microsoft Office and property management systems; understanding of travel industry practices and accommodation standards.
We're looking for both experienced hospitality professionals and newcomers who are excited about starting a career in hotels. While previous front desk or customer service experience is great to have, we care more about your attitude, professionalism, and genuine commitment to making guests feel welcome than how many years you've worked in hotels. We'll provide comprehensive training covering our booking systems, service standards, local area knowledge, and how to handle all guest interactions. New team members get plenty of support from experienced reception staff and opportunities to learn about other hotel departments too. There are real career advancement opportunities including moving up to senior receptionist, guest relations coordinator, and front office management roles within our hotel group.
We're looking for someone who genuinely loves helping people and creating great experiences for our guests while staying professional and composed in all situations. You should be naturally empathetic and patient, especially when helping guests with special needs or sorting out any issues they might have. We want people who take pride in representing our hotel, keep positive energy throughout different shifts, and contribute to our supportive team culture. The right person will pay attention to details in guest interactions, be reliable in following our procedures, and be flexible when priorities change. Strong people skills, cultural awareness, and staying calm during challenging situations are really important for front desk success.
Competitive hourly rate of £10.00-£12.50 based on experience and shift patterns, with additional premiums for night audit and weekend responsibilities. Comprehensive benefits package includes: nutritious staff meals and refreshment facilities; 25 days paid annual leave plus bank holidays; health and wellness benefits including employee assistance programs; ongoing professional development including hospitality certification support; flexible scheduling accommodating work-life balance where operationally possible; staff accommodation options for suitable candidates; discounted rates at partner hotels for personal travel; career progression opportunities with clear advancement pathways; supportive team environment with regular recognition programs; uniform provision and professional appearance allowances.

When writing a job description for a Hotel Receptionist, it's important to include skills that are directly linked to the daily responsibilities of the role. Essential skills usually involve multitasking, strong communication abilities, and proficiency in using hotel management software. These skills ensure the receptionist can handle guest interactions, manage bookings, and process payments efficiently.

Common misunderstanding: All receptionists need the same skills, regardless of the hotel type.

Each hotel operates differently, so tailor the skills in your job description to fit your specific operations and guest service style. For example, a luxury resort might require skills in handling VIP services, whereas a budget hotel might focus more on quick check-in processes.

Common misunderstanding: Advanced IT skills are a must for all receptionists.

While some familiarity with technology is beneficial, the specific tech skills required can vary greatly depending on the hotel's systems. Focus on the software and tools actually used at your property rather than general IT skills.

How can I distinguish between must-have and nice-to-have skills in the job ad?

In your job ad, clearly separate 'must-have' skills, which are essential for day-to-day operations, from 'nice-to-have' skills, which could enhance a candidate's performance but are not critical. Must-have skills are non-negotiable and necessary from the start, while nice-to-have skills can be seen as beneficial for future development or adding value to the team.

Common misunderstanding: Nice-to-have skills are unnecessary.

Nice-to-have skills, while not essential, can set a candidate apart from others and can be particularly useful in enhancing the guest experience or improving efficiency. They are worth listing to attract candidates who may offer more than the basic requirements.

Common misunderstanding: Must-have skills are the only skills that matter.

While must-have skills are critical, overlooking the benefits of nice-to-have skills can mean missing out on candidates who could drive innovation or offer new capabilities to your team. Balance is key in creating a well-rounded team.

Why does communication matter more than tech ability in some reception roles?

In many hotel settings, especially those that prioritize guest experience, strong communication skills are more crucial than technical abilities. This is because the receptionist often serves as the first point of contact for guests, and their ability to communicate effectively can significantly influence guest satisfaction and overall experience.

Common misunderstanding: Tech skills are more important because everything is digital now.

While tech skills are important for efficiency, they do not replace the need for human interaction in hospitality. A receptionist who can make guests feel welcome and handle their concerns with empathy and understanding will often be more valued than one who is merely technically proficient.

Common misunderstanding: Communication skills are just about talking.

Effective communication also involves listening, understanding, and responding appropriately to guest needs. It's not just about providing information; it's about engaging with guests in a way that makes them feel valued and cared for.