The receptionist is the guest's main point of contact: you check guests in and out, take bookings, answer calls, take payments and pass on requests. Because most stays start and end at the desk, you shape the first and last impression of the hotel.
Why it matters
An organised, friendly receptionist fixes small problems before they grow. A careless one undoes the good work of every other department.
Key ideas
Host and problem-solver
Welcome people as you would guests in your home, and look for solutions, not reasons why something cannot be done.
Information hub
Guests ask you about everything, from breakfast times to pharmacies. Know the hotel and the area, or where to find the answer.
Guardian of the desk
You protect key cards, cash, guest details and the hotel's systems. Nothing leaves the desk without the right check.
Step by step
- 1
Acknowledge every approaching guest with eye contact and a smile.
- 2
Serve the guest in front of you, and ask phone callers to hold.
- 3
Record each request in the logbook or PMS.
- 4
Pass tasks to the right department and note who took them.
- 5
Follow up, then tell the guest it is done.
Do
- Keep the desk tidy, with no food or personal items in view.
- Learn the names of guests staying several nights.
- Arrange cover before you step away from the desk.
Common mistakes
- Don't leave key cards, cash or guest lists unattended.
- Don't say 'That's not my job'; find someone who can help.
- Don't use your personal phone at the desk.
The situation
You are checking a guest in, the phone rings, and another guest is waiting with a question about taxis.
What a professional does
You smile at the waiting guest, answer the phone and ask the caller to hold briefly. After the check-in, you return to the caller, and if their query is long, you take their number and call back.
Useful phrases
“Good afternoon, I'll be with you in just a moment.”
“Thank you for holding. How may I help you?”
Pro tip
Keep a sheet at the desk with local information guests often ask for, such as taxi numbers.
Quick check
Why does the receptionist shape both the first and the last impression?
Think about it, then show the answer
Because most stays begin at check-in and end at check-out, at the desk.