A hotel receptionist is likely to be the first person that people see when they arrive at a hotel - and the last one when they leave. Its the receptionist's job to make guests feel welcome, not just when checking them in and out but also when dealing with them over the telephone.

Receptionists make reservations and cancellations for guests over the phone, by letter, fax or email and face to face. They also allocate rooms and hand out keys to guests or porters (who escort guests to their rooms and carry their luggage) - or they may show guests the way themselves.

The receptionist is at the hub of the hotel. Depending on the size of the hotel, the work could also involve responsibility for:

• taking and passing on messages
• handling foreign exchange
• compiling guests bills
• dealing with payment (in cash, by cheque or credit card, or by sending an invoice - to a company, for example)
• ordering room service (food served in the guests' room)
• sorting out guests special requests.
• In larger hotels, reservations are computerised, showing the latest information about room bookings and vacancies. Its the receptionist's job to make sure this information is kept up-to-date. Computers are also used for sending letters - to confirm a booking, for example. Receptionists also use fax and telex machines, as well as the telephone switchboard.

They deal with all kinds of requests from guests, for example:

• questions about facilities and amenities in the hotel and the surrounding area - as well as how to get to them
• storing guests' valuables in the hotel safe or left luggage area
• making reservations for meals
• ordering taxis or theatre tickets
• referring guests to a different hotel department, such as the porters desk or restaurant.
• They also liaise with other departments in the hotel, especially the housekeeping department, which informs reception which rooms are ready and when, and which need maintenance or repairs.

The pace of the work varies but it can be very pressurised, especially when several guests are waiting to check in or out and there are constant interruptions. In large hotels, the receptionist may be allocated a specific part of the role, such as just handling telephone reservations or checkouts. In small hotels, the receptionist is likely to cover a wide range of tasks, from serving drinks in the bar to carrying luggage for guests.

Hours and Environment

The hours may include days, evenings, nights, weekends and public holidays. Shift work - including split shifts (mornings and evening work with afternoons off) - is also common. Receptionists may be paid extra for working unsocial hours. Transport may be provided if they have to travel to and from work at times when there is no public transport.

Receptionists can sometimes work part-time - and there are seasonal jobs.

Skills and Interests

• Receptionists should:
• be welcoming, friendly and helpful - but always professional and efficient
• enjoy dealing with people and be able to judge quickly the sort of approach suitable for each guest
• have patience and tact
• not become ruffled when the pressure is on and a guest is difficult
• be able to think quickly and come up with solutions
• be able to do several tasks at once
• be methodical and well-organised - to cope with all the administration in reception work.

Entry

Theres no maximum age limit to become a receptionist. Some employers prefer mature applicants, with keyboard or IT skills and experience of dealing with the public. No academic qualifications are required, but most employers are looking for a good standard of general education.

Training

You will be trained on the job by experienced staff. Some employers have in-house structured training schemes.

Opportunities

Prospects may depend on the size of the organisation. Larger hotels and hospitality chains are more likely to have a career structure that may lead to promotion to shift leader, supervisor, and head receptionist.

is possible to move to different areas of hotel work, such as events and banqueting services, sales, personnel or accounts, and then on to management. Many large hotels encourage staff to work in different departments so that they become multi-skilled and have better promotion prospects.

Reception skills are also likely to be useful outside the hospitality industry, in areas such as customer service and administration

Annual Income

Further information

Springboard UK Ltd http://www.springboarduk.org.uk