How to Record a Hotel Receptionist Video Job Ad

Date modified: 2nd June 2025 | This article explains how you can record a hotel receptionist video job ad inside the Pilla App which you can share with external candidates. You can also check out the Job Ads Guide for more info on other roles or check out the docs page for Managing Videos in Pilla.

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The reception desk is where first impressions happen. A guest's entire perception of a hotel can form in the two minutes between walking through the door and receiving a room key. Hotel receptionists handle arrivals, departures, problems, questions, complaints, and everything in between—often simultaneously, always with composure. Your video job ad needs to show candidates what working your front desk actually involves, because the glamorous perception of hospitality meets operational reality quite quickly.

Step 1: Open with the Opportunity

Hotel reception attracts candidates for different reasons. Lead with what makes your opportunity appealing.

For career starters: Reception is often an entry point to hotel careers. What pathways exist from your front desk? Front office supervisor, duty manager, guest relations, reservations? If you promote internally and invest in development, that's the hook for ambitious candidates.

For hospitality professionals: Experienced receptionists evaluate properties differently. What's your hotel's character and market position? Luxury boutique, business hotel, resort property? The guest profile and service style matter. A receptionist who thrives in efficient business hotels may struggle in intimate luxury properties, and vice versa.

For flexibility seekers: Hotel reception offers shift patterns that other industries don't. Mornings, evenings, nights—there's variety. For students, those with caring responsibilities, or people wanting specific schedules, this flexibility can be the main attraction.

Property character: Your hotel's personality should come through immediately. A design-led boutique hotel attracts different receptionists than a 300-room conference property. A heritage building with history tells a different story than a modern new-build. Lead with who you are.

Step 2: Show Your Front Desk Environment

Film the reception area during typical operation. Candidates need to see where they'd spend their shifts.

The desk itself: Layout and workspace. Number of positions. Technology setup—PMS screens, key systems, payment terminals. The aesthetic and formality level. Is this a grand traditional reception or a contemporary check-in experience?

The lobby context: What surrounds the front desk? Lobby seating, concierge position, porter station? The flow of guests and the energy during busy periods. What do receptionists see and hear during their shifts?

Back-of-house access: What's immediately behind or near reception? Manager's office, back office workspace, staff areas? The support infrastructure that makes front desk work manageable.

Guest profile: Business travellers, tourists, event attendees, long-stay guests? The guest mix shapes daily interactions. A receptionist who loves chatting with leisure guests might find endless business check-ins repetitive.

Technology environment: Show your property management system interface if possible. Opera, Mews, Cloudbeds—candidates with experience will recognise what they're working with. For those learning systems, seeing the complexity helps set expectations.

Step 3: Paint a Picture of the Role

Hotel reception work is more complex than check-in, check-out. Define what your receptionists actually do.

Arrivals: Check-in procedures—how thorough, how personalised? Room allocation decisions. Upselling opportunities—are receptionists expected to sell upgrades? Guest information delivery—what do they explain about the property? Pre-arrival preparation during quiet periods.

Departures: Check-out process. Bill review and query handling. Feedback collection. Express check-out management. The morning rush when 50 rooms all want to leave at 10:30am.

During-stay service: Guest enquiries and requests. Local recommendations and bookings. Problem resolution—room issues, noise complaints, billing disputes. The reception as information hub.

Phone and reservations: How much telephone work? Taking reservations directly or transferring to reservations team? Enquiry handling. Wake-up calls and messages. Some properties have receptionists handling significant call volume; others separate these functions.

Night audit (if applicable): Does the reception role include night shifts with audit responsibilities? Running reports, reconciling folios, end-of-day procedures? Night reception is a different job from day shifts—be specific about what's involved.

Administrative duties: Pre-arrival checks and preparation. Guest history review. VIP setup. Reporting and handovers. Filing and organisation. These behind-the-scenes tasks fill the quieter moments.

Cross-departmental coordination: Communication with housekeeping on room status. Liaison with maintenance on issues. Coordination with F&B on restaurant bookings and room service. The front desk connects everything.

Shift patterns: Typical shifts—7am-3pm, 3pm-11pm, night audit hours? Rotation patterns—fixed or rotating? Weekend requirements? Holiday periods? Candidates need to understand the schedule reality.

Step 4: What Hotel Reception Requires

The combination of technical competence, interpersonal skill, and composure under pressure isn't universal. Define what you need.

Guest-facing presence: Warmth and approachability. Professional presentation. Clear communication. The ability to make every guest feel welcomed and valued, even when you've checked in 40 people already today.

Different hotels need different styles. Luxury properties expect formal elegance; boutique hotels might want personality and warmth; business hotels need efficiency and competence. What fits yours?

Technical capability: PMS proficiency—or ability to learn quickly. Billing and payment processing accuracy. Microsoft Office basics. Phone system competence. The technical side is trainable, but some baseline capability helps.

Problem-solving temperament: Front desks handle problems constantly. Overbookings, room complaints, billing disputes, angry guests. Can they stay calm? Find solutions? De-escalate situations? Not everyone has this temperament.

Multitasking under pressure: A guest at the desk, phone ringing, colleague asking questions, check-out queue forming. Front desk work involves constant interruption and competing demands. Some people thrive on this; others find it overwhelming.

Attention to detail: Room assignments matter. Billing accuracy matters. Guest preferences matter. Small mistakes at reception create problems that ripple through the guest stay.

Language requirements: For international properties, language skills may be essential. Which languages matter for your guest profile? What level of fluency is actually required?

Experience calibration: What background do you actually need? Previous hotel reception? Customer service experience? Fresh starters with the right attitude? Be clear about what you'll train and what you expect candidates to bring.

Shift flexibility: Hotel reception requires early mornings, late evenings, weekends, holidays. Someone who can only work Monday to Friday 9-5 isn't suited to the role. Confirm availability expectations.

Step 5: Make the Offer Compelling

Reception compensation varies significantly by property type and location. Be clear about your offer.

UK compensation context:

  • Hotel Receptionist (3-star/budget): £22,000-26,000
  • Hotel Receptionist (4-star/business): £24,000-30,000
  • Hotel Receptionist (luxury/5-star): £26,000-34,000
  • Night Receptionist/Night Audit: Often £1-2/hour premium

Tips and service charge: How does this work for front desk? Some hotels include reception in service charge distribution; others don't. Some properties have tip envelopes at reception. Be transparent about what to expect.

Shift patterns and lifestyle: The schedule is often as important as the pay. Which shifts are you hiring for? Fixed patterns or rotating? How far ahead are rotas published? Can preferences be accommodated?

For some candidates, consistent morning shifts enable other commitments. For others, night premium makes unsocial hours worthwhile. Understand what matters to your target candidates.

Benefits specific to hotels: Staff accommodation rates at this property and group. Friends and family rates. F&B discounts. Gym or spa access if applicable. These hospitality perks have real value.

Development and progression: Front office supervisor pathway. Cross-training to reservations, guest relations, or other departments. Management training programmes. If reception is a genuine starting point for hotel careers at your property, describe the pathway.

Property-specific perks: Meals on shift? Parking? Transport support for unsocial hours? These practical considerations matter for candidates evaluating offers.

Step 6: The Application Process

Reception hiring should assess guest-facing capability and technical aptitude.

Application approach: CV highlighting customer service or hotel experience. A note on shift availability and pattern preferences. Languages if applicable. Keep it straightforward—reception doesn't require extensive documentation.

Selection process: Initial conversation: fit, experience, availability, expectations. In-person assessment: guest interaction simulation, problem scenario, system demonstration if possible. Property tour: showing them the reality of where they'd work.

What you're assessing: Guest warmth: do they naturally connect with people? Composure: how do they handle pressure or difficult scenarios? Professionalism: presentation and communication. Reliability indicators: attendance history, commitment signals. Technical aptitude: can they learn systems quickly?

Practical assessment: Role-playing guest scenarios tells you more than interview questions. Check-in with a difficult request. Handling a complaint. Managing competing priorities. See them in action.

Reference focus: Customer service reliability. Attendance and punctuality. How they handled guest problems. Previous employers in service roles can speak to the qualities that matter.

Trial shifts: Paid trial shifts at reception—observing check-ins, shadowing processes—help both parties assess fit. This is standard practice for hotel roles.

Honest conversation: Reception work includes early mornings, difficult guests, standing for long periods, and repetitive tasks alongside the rewarding guest interactions. Candidates who understand the full picture make better decisions about whether to join.

The front desk sets the tone for the entire guest experience. Receptionists who understand this—who take pride in that responsibility—become the face of your hotel that guests remember.