What kind of personality traits work well for a Hotel Receptionist?

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.

For a hotel receptionist, the right personality traits are key to success. Traits like being calm under pressure, organised, and having a teamwork-centric attitude help in managing the busy environment of a hotel reception. These traits ensure that guests are welcomed warmly and efficiently, contributing to a positive guest experience.

Common misunderstanding: Any friendly person can be a good receptionist.

While friendliness is important, it's not enough on its own. A good receptionist also needs to be able to handle stress, multitask, and solve problems quickly, especially during busy periods or when dealing with challenging guests.

Common misunderstanding: Experience is more important than personality.

Experience is valuable, but the right personality traits can be more crucial for long-term success. Traits like reliability, attention to detail, and proactive communication are essential, regardless of previous experience.

How do I avoid vague personality descriptions like “positive attitude”?

When writing job descriptions or interviewing candidates, it's important to be specific about the personality traits you're looking for. Instead of saying "positive attitude", describe what that looks like in action. For example, you might say "demonstrates enthusiasm for helping guests and can maintain a cheerful demeanour even during busy times".

Common misunderstanding: Being specific about personality traits can limit your applicant pool.

Being specific actually helps attract candidates who are a better fit for the role and more likely to succeed. It also reduces the time spent interviewing unsuitable candidates.

Common misunderstanding: Generic traits like “hard-working” are enough to find the right candidate.

While hard-working is a desirable trait, it’s too broad and doesn’t provide insight into how the candidate will handle specific situations at the hotel reception. Specify how their hard work will apply to the tasks and challenges of the job.

What specific guest-facing behaviours should I look for in applicants?

Look for behaviours that demonstrate excellent customer service skills, such as the ability to remember and use guests' names, a genuine smile, and attentive listening. Other important behaviours include the ability to handle complaints gracefully and an eagerness to go above and beyond to solve guest issues.

Common misunderstanding: Any experienced receptionist will have the right guest-facing behaviours.

Experience doesn't always guarantee the right behaviours. Focus on how they describe their interactions with guests and ask for specific examples during interviews to see how they apply their skills.

Common misunderstanding: Technical skills are more important than behavioural skills.

While technical skills are necessary, guest-facing behaviours often have a greater impact on the overall guest experience. A receptionist who can make guests feel valued and cared for can significantly enhance your hotel's reputation and guest satisfaction.