Main functions of a hotel receptionist
The hotel receptionist is the first person guests come into contact with when they arrive at the hotel. Their functions are diverse and vital for the smooth running of the hotel. It is very important that this person has a wide knowledge of the hotel's hotel reception systems. Here are the main ones:
Welcoming customers and check-in:
The receptionist welcomes guests, performs check-in, and provides room keys. This process includes verifying the reservation, requesting identity documents and providing information about the hotel rules.
Provide information about the hotel and services:
Inform guests about the hotel facilities, service hours and any relevant information during their stay. For example, the receptionist can explain where the restaurant is located, the breakfast schedule, and if there are additional services such as spa or gym.
Customer service and conflict resolution:
It provides excellent customer service, resolving any incident or conflict that may arise during the stay. If a guest has a problem with their room, such as a fault in the air conditioning, the receptionist must manage the solution quickly.
Manage bookings and cancellations:
Manages room bookings and makes cancellations when necessary, ensuring the system is up to date. Uses hotel management software (PMS) to record new bookings and upgrades.
Providing tourist information:
Provides guests with information on tourist attractions, restaurants and activities in the area. A knowledgeable receptionist can recommend the best local attractions and events, enhancing the guest experience.
Manage security and access to the hotel:
Ensures that the entrances and exits of the hotel are secure and controls the access of people to the building. This may include monitoring security cameras and working with hotel security staff.
Manage expenses and check-out:
At the end of the stay, the receptionist manages the check-out, reviews the additional charges and finalises the invoice. He/she explains any additional charges to the guests and ensures that the payment is processed correctly.
What do you have to study to become a hotel receptionist?
To become a hotel receptionist, it is advisable to have a background in hospitality and tourism. Specialised courses in hotel reception may include modules in:
- Customer service
- Booking management
- Use of hotel management software (PMS)
- Languages (essential in most cases)
- Communication and conflict resolution techniques
In addition, some institutions offer dual training programmes that combine theory and practical training in hotels, which is very valuable for gaining real experience in the field.
What is the salary of a hotel receptionist?
The salary of a hotel receptionist can vary depending on the location and type of establishment. In Spain, the average salary of a hotel receptionist is around 18,000 to 24,000 euros gross per year. This salary can increase with experience and specialisation in the sector.
Skills needed to be a good hotel receptionist
To excel as a hotel receptionist, it is important to develop certain skills:
Effective communication
Know how to communicate clearly with guests and colleagues. Good communication helps prevent misunderstandings and improves customer satisfaction.
Multitasking:
Being able to handle several tasks at the same time without losing quality of service. For example, answering the phone while serving a guest at the counter.
Empathy and patience:
Understand guests' needs and show patience in difficult situations. Empathy allows you to better understand the expectations and needs of customers.
Technical expertise:
Manage hotel management software and other technological tools. It is essential to keep up to date with new technologies and systems that facilitate hotel management.
Skills needed to be a good hotel receptionist
Manage hotel management software and other technological tools. It is essential to keep up to date with new technologies and systems that facilitate hotel management.
Promotion to reception supervisor
With proven experience and skills, a receptionist can be promoted to front desk supervisor. This role involves additional responsibilities such as supervising the reception team, managing schedules and solving more complex problems.
Advancement to hotel manager
Another possibility is to advance to a position of hotel manager. For this, it is necessary to acquire additional training in hotel management and administration. The hotel manager is responsible for the day-to-day operation of the hotel, including staff management, event planning and supervision of finances.
Specialisation in specific areas
Some receptionists choose to specialise in specific areas within the hotel industry. This may include roles such as event coordinator, VIP customer relations manager or reservations manager. Each of these positions requires specific skills and knowledge that can be acquired through courses and work experience.
Opportunities in international hotel chains
Working for large international hotel chains can open doors to employment opportunities abroad. These companies value previous experience and the ability to adapt to different cultures and working environments.
Skills needed to be a good hotel receptionist
Finally, some professionals decide to start their own business in the hotel industry. This may include opening a small boutique hotel, a hostel or a hotel management consultancy service. The knowledge and experience gained as a receptionist is valuable for running a successful business in this sector.