What 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, start by giving a brief overview of your hotel. Then, list the core responsibilities, required skills, necessary experience, and personality traits you're looking for. Don’t forget to include details about compensation and benefits to attract the right candidates. This approach helps potential applicants understand what the job entails and whether they might be a good fit.

Common misunderstanding: A job description should be very brief to save time.

A detailed job description is crucial. It ensures that applicants understand the role and your expectations, which can save time later by reducing unsuitable applications.

Common misunderstanding: It’s not necessary to mention benefits or company culture in the job description.

Including information about benefits and company culture is very important as it can attract the right candidates and show why your hotel is a great place to work.

How can I tailor the job summary to reflect our hotel’s specific environment?

To tailor the job summary effectively, start by describing your hotel’s atmosphere, size, and values. Mention the type of service you provide, whether it's luxury, family-friendly, business-oriented, etc. Highlight unique aspects like your commitment to sustainability or community involvement. This helps set the tone and expectations, making it easier for candidates to see if they would fit well with your team.

Common misunderstanding: Generic job summaries are sufficient for any hotel.

A generic summary might attract many applicants, but they may not be the right fit. Tailoring your summary helps attract candidates who are more likely to thrive in your specific environment.

Common misunderstanding: Only large hotels need to tailor their job summaries.

Every hotel, no matter its size, has unique aspects that should be reflected in the job summary to attract the right candidates.

Why is it important to describe the style and pace of our front desk operations?

Describing the style and pace of your front desk operations in the job description helps potential candidates understand the daily work environment and the expectations. For instance, a high-volume, fast-paced hotel will need someone who can multitask effectively under pressure, while a boutique hotel might look for someone who excels in providing personalized guest experiences.

Common misunderstanding: All receptionist jobs are similar, so the style and pace don’t need to be specified.

Front desk operations can vary greatly between hotels, affecting the skills and attributes needed to succeed. Specifying this information helps in attracting suitable candidates.

Common misunderstanding: Describing the pace and style might deter good candidates.

While it might narrow the pool, it ensures that those who apply are better suited for the environment and more likely to perform well and stay longer.