15 Hotel Receptionist Skills for Your Career and Resume

Hotel receptionists are the first point of contact for guests at a hotel. They are responsible for handling guest check-ins and check-outs, providing information about the hotel and its amenities, and assisting guests with any needs or requests they may have. Because hotel receptionists play such an important role in the guest experience, it is essential that they have strong customer service skills. If you’re interested in becoming a hotel receptionist, learning about the necessary skills for the job can help you prepare.

Checking Guests In/Out

Checking guests in and out is a crucial part of the receptionist’s job. You should be able to identify each guest by name, room number and any special requests they may have. When checking guests in, you should be able to take payment for their stay and direct them to their rooms.

When checking guests out, you should be able to process refunds or chargebacks if necessary. You should also be able to answer questions about local attractions and restaurants that guests can visit during their stay.

Maintaining Guest Records

Hotel receptionists often interact with guests on a daily basis. They need to be able to maintain guest records, including information about their preferences and past stays. This ensures that the hotel staff can provide excellent service to each of their guests. It also helps the hotel track important data, such as how many times a guest has stayed at the hotel or what types of accommodations they prefer.

Assisting with Special Events

Special events are a large part of hotel operations, and the receptionist is often responsible for handling them. They may be required to schedule meetings with event planners or vendors, answer questions about room blocks and rates, direct guests to meeting rooms and provide other support. Special events also include weddings, which require extensive planning by the receptionist.

Multi-tasking

Hotel receptionists often have to multi-task throughout their shifts. They may be taking calls, greeting guests and handling requests from other employees all at the same time. Being able to multitask can help you stay organized and ensure that each task is completed in a timely manner. It’s also important to prioritize tasks so that more urgent matters are addressed first.

Customer Service

Customer service is the ability to understand and meet a customer’s needs. As a hotel receptionist, you may be responsible for greeting guests, checking them in and out of rooms and answering questions about local attractions or restaurants. Customer service skills are important because they allow you to provide excellent service that keeps your customers happy and ensures repeat business.

Attention to Detail

Attention to detail is the ability to notice small details and make sure they’re correct. For example, if a guest asks for their bill by 3 p.m., you should be able to find it quickly and accurately. This ensures that your guests are satisfied with your service and helps you maintain a positive reputation at the hotel. It’s also important to pay attention to details when entering information into computer systems or taking phone messages so that everything is accurate.

Upselling Rooms & Services

Upselling is the process of suggesting an additional product or service to a customer. For example, if a guest books a room with one bed and you notice they have two children, you can suggest upgrading their room to include two beds. This allows them to save money on their stay while providing them with a better experience.

When working as a hotel receptionist, it’s important to know how to upsell rooms and services so you can help guests get the most out of their stay.

Organization

Organization is the ability to keep track of multiple tasks and responsibilities. Hotel receptionists often have many duties, so it’s important for them to be organized. This ensures they can complete their work on time and maintain a professional demeanor at all times. It also helps them stay aware of any changes in hotel operations or scheduling that may require their attention.

Taking Messages

A hotel receptionist often takes messages for guests and other staff members. Taking messages accurately can help the hotel stay in touch with its customers and ensure that employees get important information. You should be able to take detailed notes, including names, dates, times and phone numbers. You may also need to transcribe voice mail messages or emails into written form.

Communication

Communication is the ability to convey information clearly and concisely. As a hotel receptionist, you may be responsible for communicating with guests over the phone or in person. This requires excellent communication skills so that you can relay messages accurately and provide guests with the information they need. You also use your communication skills when working with other employees to answer questions, solve problems and complete tasks.

Patience

Hotel receptionists often work with a variety of people, including guests and coworkers. Patience is an important skill for hotel receptionists to have because it allows them to remain calm when they encounter challenging situations. For example, if a guest has a complaint or question, the receptionist can use patience to listen to their concerns and address them in a professional manner.

Coordinating with Housekeeping

Housekeeping is another important aspect of a hotel receptionist’s job. They must be able to coordinate with housekeeping staff so that they can ensure the lobby and other public areas are clean for guests’ visits. Housekeeping may also ask the receptionist to move furniture or equipment in order to clean behind it, so being able to work well with them is essential.

Answering Phones

Answering phones is a necessary skill for hotel receptionists. They need to be able to answer incoming calls and direct them appropriately. This includes taking messages, transferring calls and greeting callers by name. Hotel receptionists also use their phone skills when they make outgoing calls to confirm reservations or address customer concerns.

Booking Reservations

Booking reservations is a skill that can help you become an effective hotel receptionist. This task involves scheduling guests’ stays and entering their information into the hotel’s database. You may also be responsible for confirming guest details, such as names, dates of birth and credit card numbers.

To book reservations, you might use software programs like Microsoft Outlook or G Suite, which are commonly used in business settings. You can also use online booking tools to reserve rooms and track customer data.

Processing Payments

Hotel receptionists process payments for guests who purchase items from the hotel gift shop, restaurant or bar. They use a cash register to enter guest information and charge them for their purchases. They also verify that the correct amount was charged and provide guests with receipts.

Processing payments requires attention to detail and accuracy when entering data into computer systems. It’s important to ensure that guests are charged correctly and that they receive any discounts they may be eligible for.

How Can I Learn These Hotel Receptionist Skills?

There are a few ways that you can learn the necessary skills to become a hotel receptionist. One way is to find a hotel that is willing to train you on the job. This can be a great way to learn the ropes and get some experience under your belt. Another way is to take a hospitality or customer service course at a local college or online. This can give you a more formal education in the industry and help you to stand out when applying for jobs. Finally, you can also look for hotel receptionist jobs that offer on-the-job training. This can be a great way to learn the specific skills that you need for the job while also getting paid.