What are the main duties a Hotel Receptionist handles during a typical shift?

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.

During a typical shift, a hotel receptionist manages a variety of tasks that ensure guests have a smooth and pleasant experience. These include welcoming guests, handling check-ins and check-outs, addressing guest queries, and maintaining the appearance and functionality of the reception area.

Common misunderstanding: A receptionist’s job is just about greeting and checking in guests.

While greeting and checking in are important, receptionists also handle many behind-the-scenes duties such as coordinating with housekeeping, managing billing, and handling special guest requests to ensure everything runs smoothly.

Common misunderstanding: Receptionists only need to be at the desk.

Receptionists often perform tasks beyond the desk, including showing guests to their rooms, managing the lobby area, and sometimes assisting with luggage or local information, making their role dynamic and integral to guest service.

How do I divide receptionist duties into pre-arrival, check-in, stay, and check-out?

Dividing duties into these stages helps in organising the workflow and ensures that all aspects of guest service are covered:

  • •Pre-Arrival: Includes preparing guest documents, coordinating room readiness with housekeeping, and reviewing the day’s bookings.
  • •Check-In: Involves greeting guests, processing their registration, and providing initial information about the hotel and its services.
  • •Stay: Focuses on assisting guests with their needs during their stay, such as answering queries, booking amenities, and ensuring overall comfort.
  • •Check-Out: Includes finalising bills, handling feedback, and ensuring a smooth departure.

Common misunderstanding: All duties are handled reactively as situations arise.

Many tasks, especially in pre-arrival and check-out stages, are proactive, involving preparation and follow-ups to ensure guest satisfaction and operational efficiency.

Common misunderstanding: The division of duties is the same at all hotels.

Duties can vary significantly depending on the hotel’s size, style, and guest service approach. It’s important to tailor the responsibilities to fit the specific needs and expectations of the hotel’s operation.

Why is it helpful to list specific tasks rather than vague descriptions?

Listing specific tasks in a job description clarifies expectations for both the employer and the potential employee. It helps candidates understand what will be expected of them and assess if they are a good fit for the role. For management, it simplifies the process of evaluating performance based on defined responsibilities.

Common misunderstanding: Specific tasks limit flexibility in the role.

While specific tasks clarify expectations, they do not prevent a receptionist from handling unexpected situations or additional duties as needed. Flexibility is still an integral part of the hospitality industry.

Common misunderstanding: A detailed job description is unnecessary if training is provided.

Even with training, a detailed job description helps new hires understand their roles faster and more comprehensively, which enhances training effectiveness and overall job performance.