What support or career progression 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 details about support and career progression. This not only attracts candidates who are looking for growth but also shows that your hotel values employee development. Mention specific training programs, potential for promotions, and any other professional development opportunities.

Common misunderstanding: Career progression is only about promotions.

Career progression includes a variety of development opportunities, not just moving up the ladder. It can involve cross-training in different departments, leadership training, or special projects that expand skills and knowledge.

Common misunderstanding: Mentioning career progression can lead to unrealistic expectations.

Be clear and realistic about the progression opportunities available. This transparency helps manage expectations and shows your commitment to the staff's growth, making your hotel an attractive place to work.

Should I mention internal promotions or training programmes?

Yes, definitely mention internal promotions and training programs in your job description. Highlighting these aspects can significantly enhance the attractiveness of the position. It shows that the hotel invests in its staff and supports their advancement. Be specific about any training sessions, workshops, or courses that the hotel offers to help employees advance their careers.

Common misunderstanding: Training programs are only for new employees.

Training programs are beneficial for both new and existing employees, helping them to continuously improve their skills and stay updated with the latest hospitality trends and technologies.

Common misunderstanding: Promotions are guaranteed.

While promoting internal growth is important, make it clear that promotions are based on performance, availability, and business needs. This clarity helps set realistic expectations for candidates considering the role.

How can I attract applicants looking for more than an entry-level job?

To attract applicants seeking more than just an entry-level position, emphasize opportunities for responsibility and leadership within the role. Detail how the role can evolve and the potential for taking on more significant tasks or moving into higher positions. Also, highlight unique benefits like working in a dynamic environment, involvement in decision-making processes, or exposure to international hospitality standards.

Common misunderstanding: Higher responsibilities mean longer working hours.

Clarify that while the role offers more responsibilities, it also comes with support and efficient time management, ensuring a balanced work-life scenario.

Common misunderstanding: Only senior roles offer professional growth.

Even roles that start at an entry or mid-level can offer substantial professional growth through on-the-job experiences, training, and internal mentorship programs. Make sure to communicate these points clearly in the job description.