How to Create a 5-Day Hotel Receptionist Onboarding Training Plan

Date modified: 21st July 2025 | This article has been written by Pilla Founder, Liam Jones, click to email Liam directly, he reads every email.

Article Content

Day 1: Foundation and Property Familiarisation

The first day focuses on creating a solid foundation for the hotel receptionist role whilst integrating the new hire into your hotel's specific systems and culture.

This foundation day ensures your new receptionist understands the property layout, operational flow, and their crucial role in creating first and lasting impressions for guests.

Hotel Systems and Property Orientation

Why it's essential: The receptionist must understand every aspect of the property to provide accurate information and create a welcoming experience. Without comprehensive knowledge, guest service becomes reactive rather than proactive.

Key activities:

ElementInstructionsNotes
Property TourWalk through public areas, room types, facilities, and amenitiesEmphasise unique selling points and guest flow through the property
Staff Structure IntroductionIntroduce key team members, their roles, and reporting relationshipsClarify the receptionist's position within the organisation
PMS IntroductionDemonstrate the property management system, login procedures, and basic navigationFocus on system layout rather than complex functions
Guest Journey OverviewExplain typical guest experience from booking through departureShow how the receptionist impacts each touchpoint

Team Integration and Role Clarification

Understanding team dynamics and establishing clear responsibilities is crucial for receptionist success.

Key activities:

ElementInstructionsNotes
Meet Department HeadsFormal introductions with discussion of how reception interfaces with each departmentEstablish communication protocols with housekeeping, maintenance, F&B
Shadow Current ReceptionistObserve existing staff handling check-ins, inquiries, and guest interactionsTake notes on communication patterns and service techniques
Review Hotel PoliciesCover security procedures, privacy requirements, and service standardsEmphasise receptionist responsibilities in maintaining standards
Establish Communication ProtocolsReview handover procedures, logbooks, and interdepartmental communication methodsPractice using communication tools and systems

Basic Guest Service Principles

Introduce fundamental concepts that underpin effective hotel reception.

Training focus:

  • Understanding the importance of first impressions and brand representation
  • Recognising different guest types and their specific needs
  • Learning appropriate greeting protocols and service language
  • Developing awareness of non-verbal communication and professional presence

Day 1 Assessment Questions:

  • Can they navigate the property confidently and locate all key facilities?
  • Do they understand the hotel's guest service philosophy?
  • Have they grasped basic PMS navigation?
  • Are they comfortable with the team and communication protocols?

Day 1 Success Indicators:

  • Demonstrates understanding of property layout and key selling points
  • Shows comfort level interacting with team members
  • Asks relevant questions about guest service scenarios
  • Takes initiative in learning hotel systems

Day 2: Reservation Management and Check-in Procedures

Day two deepens technical knowledge and builds confidence in handling the core functions of reservation management and guest arrivals.

This operational day ensures your new receptionist can handle the fundamental tasks that form the backbone of front desk responsibilities.

Reservation System Mastery

Why it's essential: Effective reservation management directly impacts revenue, guest satisfaction, and operational efficiency. Mistakes here cascade throughout the guest journey.

Key activities:

ElementInstructionsNotes
Reservation CreationPractice creating new reservations of various types (direct, OTA, group)Ensure understanding of rate codes, packages, and room types
Modification ProceduresTrain on changing dates, room types, and special requestsEmphasise policies regarding rate changes and cancellations
Availability ManagementDemonstrate checking availability across different date rangesInclude practice with sold-out scenarios and waitlist procedures
Channel ManagementExplain how different booking channels interact with inventoryCover basics of rate parity and distribution strategy

Check-in Process and Documentation

The check-in experience sets the tone for the entire guest stay and requires both technical and interpersonal skills.

Key activities:

ElementInstructionsNotes
Pre-arrival PreparationTrain on reviewing arriving guests, pre-blocking rooms, and preparing for VIPsPractice preparing welcome amenities and recognition notes
ID VerificationDemonstrate proper document checking and record-keeping requirementsCover legal requirements and data protection procedures
Registration CardsPractice completing registration cards and obtaining required signaturesInclude explanation of terms and conditions
Room AssignmentTrain on strategic room allocation based on guest preferences and stay detailsDiscuss upselling opportunities during assignment

Payment Handling and Security

Ensure the receptionist can confidently and accurately process financial transactions.

Training focus:

  • Taking and processing different payment methods (credit cards, cash, vouchers)
  • Understanding credit card pre-authorisation procedures
  • Explaining billing procedures and folios to guests
  • Implementing financial security protocols and cash handling procedures

Day 2 Assessment Questions:

  • Can they confidently create and modify reservations?
  • Do they understand the full check-in sequence from greeting to key handover?
  • Have they mastered the payment handling procedures?
  • Are they comfortable explaining hotel policies to guests?

Day 2 Success Indicators:

  • Completes reservation tasks with minimal supervision
  • Performs check-in procedures in the correct sequence
  • Processes payments accurately and securely
  • Communicates clearly with guests about stay details and policies

Day 3: Guest Services and Problem Resolution

Day three focuses on developing advanced guest service skills and handling the variety of requests and challenges that receptionists face daily.

This service-focused day ensures your new receptionist can confidently handle guest interactions beyond standard procedures, turning service opportunities into memorable experiences.

Guest Request Management

Why it's essential: The ability to efficiently handle and track guest requests directly impacts satisfaction and reviews. This skill separates adequate receptionists from exceptional ones.

Key activities:

ElementInstructionsNotes
Common Request HandlingPractice responding to requests for extra amenities, services, and informationCreate realistic scenarios covering frequent guest needs
Request TrackingTrain on logging requests in PMS and following up to ensure completionEmphasise importance of closing the loop with guests
Local KnowledgeDevelop familiarity with local attractions, dining options, and transportationCreate reference materials for quick access to information
Concierge-Level ServicePractice providing personalised recommendations based on guest profilesRole-play various guest types seeking different experiences

Complaint Handling and Service Recovery

Equip the receptionist with tools to transform negative situations into positive outcomes.

Key activities:

ElementInstructionsNotes
Active ListeningTrain on techniques to fully understand guest concerns without interruptingPractice body language and verbal acknowledgment
Empathy and OwnershipDemonstrate taking responsibility without assigning blameRole-play apologising effectively and authentically
Solution DevelopmentPractice offering appropriate solutions based on complaint severityCover compensation guidelines and authorisation levels
Service RecoveryTrain on turning complainers into advocates through exceptional resolutionDiscuss follow-up procedures and documentation

Phone Skills and Communication Excellence

Develop professional telephone manner and effective communication across all channels.

Training focus:

  • Answering calls according to brand standards with proper greeting and tone
  • Managing multiple calls and prioritising urgent matters
  • Taking accurate messages and ensuring proper delivery
  • Handling email communications professionally and promptly

Day 3 Assessment Questions:

  • Can they confidently handle common guest requests?
  • Do they demonstrate appropriate empathy and problem-solving in complaint scenarios?
  • Have they mastered professional telephone communication?
  • Are they comfortable providing local area information and recommendations?

Day 3 Success Indicators:

  • Responds appropriately to various guest scenarios
  • Shows initiative in service recovery situations
  • Communicates clearly and professionally across all channels
  • Demonstrates knowledge of local area and hotel services

Day 4: Advanced Operations and Cross-Department Coordination

Day four expands the receptionist's capabilities to handle complex operational scenarios and work effectively with other departments.

This integration day ensures your new receptionist understands how front desk operations connect with the entire hotel ecosystem to deliver seamless guest experiences.

Group Handling and Special Arrivals

Why it's essential: Managing high-volume check-ins and VIP arrivals requires advanced planning and coordination skills. These scenarios often generate the most visible successes or failures.

Key activities:

ElementInstructionsNotes
Group PreparationTrain on pre-arrival procedures for groups, including pre-registration and key preparationPractice creating welcome packages and briefing materials
Arrival CoordinationDemonstrate managing the flow of large group arrivalsInclude luggage handling coordination and room key distribution
VIP ProtocolsReview special procedures for high-profile or repeat guestsCover upgrade policies, amenities, and recognition techniques
Corporate Account ManagementExplain handling of corporate clients and their specific requirementsInclude billing procedures and company-specific arrangements

Housekeeping Coordination

Develop effective coordination with housekeeping to manage room status and guest needs.

Key activities:

ElementInstructionsNotes
Room Status ManagementTrain on tracking clean, dirty, and out-of-order roomsPractice updating room status in the PMS
Priority CleaningDemonstrate requesting priority room cleaning for early arrivalsRole-play communication with housekeeping supervisors
Special RequestsPractice coordinating extra amenities or room configurationsInclude tracking of special requests through to completion
Turndown ServiceReview procedures for arranging evening service and VIP attentionCover communication protocols and timing requirements

Extended Stay and Departure Preparation

Ensure smooth handling of guests throughout their stay and preparation for departure.

Training focus:

  • Managing stay extensions and room moves
  • Coordinating with accounts for billing accuracy during stay
  • Preparing pre-departure folios and express check-out options
  • Handling late check-out requests and associated charges

Day 4 Assessment Questions:

  • Can they confidently prepare for and handle group arrivals?
  • Do they understand how to effectively coordinate with housekeeping?
  • Have they mastered the procedures for managing guests throughout their stay?
  • Are they comfortable handling VIP protocols and special arrangements?

Day 4 Success Indicators:

  • Demonstrates understanding of group handling procedures
  • Shows effective communication with other departments
  • Manages room status updates accurately
  • Anticipates potential issues and takes preventive action

Day 5: Upselling, Reporting and Performance Review

The final day focuses on revenue enhancement skills, administrative responsibilities, and setting expectations for ongoing performance.

This integration day ensures your new receptionist understands their role in driving business results while establishing a framework for continued growth and development.

Upselling and Revenue Opportunities

Why it's essential: Front desk staff have unique opportunities to increase revenue through personalised upselling. This skill directly impacts the hotel's financial performance.

Key activities:

ElementInstructionsNotes
Room Upgrade TechniquesTrain on identifying opportunities and presenting benefits-focused upgrade offersPractice suggesting specific rooms based on guest profiles
Ancillary ServicesDemonstrate promoting spa, dining, and other revenue-generating facilitiesCreate reference materials for packages and promotional offers
Loyalty Program EnrollmentPractice explaining program benefits and enrolling new membersCover points system and member recognition procedures
Extended Stay IncentivesTrain on encouraging length-of-stay extensions with targeted offersDiscuss rate strategies for extending stays

Administrative Duties and Reporting

Ensure understanding of back-office responsibilities that support front desk operations.

Key activities:

ElementInstructionsNotes
Shift ReportsTrain on completing end-of-shift reports and handover notesEmphasise accuracy in cash handling and transaction recording
Occupancy ReportingDemonstrate generating and interpreting occupancy and revenue reportsExplain how these metrics impact staffing and operations
Banking ProceduresReview cash drop procedures and banking requirementsCover audit trails and reconciliation processes
Filing SystemsTrain on maintaining guest history, incident reports, and other documentationExplain retention policies and data protection requirements

Ongoing Development and Performance Standards

Establish expectations for continued growth and performance evaluation.

Training focus:

  • Understanding key performance indicators for reception staff
  • Setting personal development goals and training opportunities
  • Participating in quality assurance and guest satisfaction programs
  • Contributing to continuous improvement initiatives

Day 5 Assessment Questions:

  • Can they confidently present upgrade opportunities in a natural, non-pushy manner?
  • Do they understand the administrative responsibilities of the role?
  • Have they grasped the performance standards and metrics?
  • Are they clear on their development path moving forward?

Day 5 Success Indicators:

  • Successfully demonstrates upselling techniques in role-play scenarios
  • Completes administrative tasks accurately and efficiently
  • Shows understanding of performance expectations
  • Displays enthusiasm for continued learning and development

Must-Have vs Nice-to-Have Training Elements

Must-Have Training Elements

Technical Competencies:

  • Full PMS functionality for reservations, check-in/out, and billing
  • Payment processing and financial handling procedures
  • Room inventory management and status tracking
  • Security protocols and emergency procedures
  • Guest privacy and data protection compliance

Service Skills:

  • Professional greeting and communication standards
  • Complaint handling and service recovery techniques
  • Telephone etiquette and call management
  • Interdepartmental communication protocols
  • Basic upselling and room assignment strategies

Operational Knowledge:

  • Complete property orientation and facilities awareness
  • Understanding of all room types and their features
  • Knowledge of hotel policies regarding cancellations, guarantees, and special requests
  • Shift handover procedures and reporting requirements
  • Documentation and record-keeping standards

Nice-to-Have Training Elements

Advanced Service Skills:

  • Personalisation techniques based on guest history and preferences
  • Cultural sensitivity training for international guests
  • Advanced concierge knowledge of local area
  • Foreign language basics for common guest interactions
  • Body language and non-verbal communication awareness

Business Development:

  • Sophisticated upselling techniques and psychology
  • Competitor awareness and positioning strategies
  • Revenue management principles and rate strategies
  • Advanced loyalty program benefits and promotion
  • Social media response and online review management

Career Development:

  • Supervisory skills introduction
  • Mentoring relationships with experienced staff
  • Cross-training in other departments
  • Industry certification pathways
  • Personal brand development for hospitality professionals

Implementation Tips for Your Hotel Receptionist Training Plan

  1. Customise to Your Property: Adapt this framework to reflect your hotel's specific systems, brand standards, and guest profile.

  2. Balance Theory and Practice: For each day, ensure at least 60% of training time involves hands-on practice rather than passive learning.

  3. Use Real Scenarios: Develop role-play situations based on actual guest interactions from your property's history.

  4. Provide Reference Materials: Create a digital or physical handbook that new receptionists can refer to when questions arise.

  5. Assign Mentors: Pair new receptionists with experienced team members who can provide ongoing support.

  6. Schedule Quiet-Time Training: Arrange technical training during lower-volume periods while ensuring exposure to busy periods for practical experience.

  7. Get Guest Feedback: Implement a subtle system to gather feedback on new receptionist performance from actual guests.

  8. Plan Regular Check-ins: Schedule brief daily debriefs to address questions and reinforce key learnings.

  9. Extend Beyond Five Days: While this plan covers the first week, develop a 30/60/90 day plan for continued development.

  10. Measure Results: Track key metrics like check-in times, upselling success, and guest satisfaction scores to gauge training effectiveness.

By implementing this comprehensive five-day training plan, you'll equip your new hotel receptionists with the knowledge, skills, and confidence to excel in their role from day one. Remember that effective onboarding is an investment that pays dividends through improved guest satisfaction, reduced turnover, and enhanced revenue performance.