Guide To A Successful Hotel Receptionist Career Path
How important is tourism in the country? In 2019, the Philippine Statistics Authority (PSA) reported that tourism contributed 12.7% to the economy. But when COVID-19 hit in 2020, this was cut down to 5.4%. In February 2021, the Department of Tourism (DOT) said that almost 5 million Filipino tourism workers were affected by the pandemic. However, tourism is slowly getting back on its feet. Recently, businesses have reopened by following health and safety guidelines. This means the return of opportunities for workers in the hospitality industry. But what does a hotel receptionist career path look like? Find out in our comprehensive guide.
What does a hotel receptionist do?
Hotel receptionists go by other names. These include front desk clerks, front office agents and guest relations associates. Hotels are open 24/7, so these employees work in shifts.
As hotel frontliners, receptionists make a first good impression on guests as soon as they walk in. From greeting clients to answering phone calls, receptionists have one goal: customer satisfaction.
In a nutshell, their duties include:
- Welcome and assist guests before they go to their rooms
- Handle customer requests and complaints
- Inform guests about rates and services
- Oversee room distribution
- Bill guests during checkout
- Maintain clear records and activity reports
- Inform housekeeping when rooms are okay for cleaning
- Carry out hotel rules and regulations
Salary Range
Hotel receptionists are paid about ₱186,141 a year. However, their salary depends on work experience, skills, and tasks. Their pay is also based on the hotel's location and brand. Typically, bigger hotels in busy areas handle more guests. Therefore, they give higher pay to their staff.
Hotel Receptionist Career Path
AÂ hospitality career can be fulfilling. From a receptionist, you can rise through the ranks and become hotel manager. Or you can try other hotel jobs such as in events or administration. With the skills you learned, you can try other work related to customer service.
Junior Level (1-3 years' experience)
Front Desk Officer, Hotel Receptionist, Front Office Agent, Guest Relations Associate
Mid-Level (4-8 years' experience)
Front Desk Supervisor, Front Office Manager, Guest Relations Manager
Senior Level (8 years or more)
Hotel Manager, Hotel Director, Hotel Consultant
Requirements for a successful Hotel Receptionist career pathÂ
Hotel receptionists frequently interact with guests. So, they should look presentable and confident. But their professionalism does not end with appearance. They should also come across as warm and efficient. These skills can be learned during hospitality training.
Required Skills
1. Customer service
Someone once said that keeping customers happy is the best business strategy. Customer service is important, especially in the tourism industry. Therefore, hotel receptionists should always make guests feel welcome. The way they handle queries and complaints are one of the things guests remember about their hotel stay.
2. Communication
Hotel receptionists should have strong communication skills. They need these in coordination work. To know the needs of their guests, they do not just talk, they also listen intently and watch out for non-verbal cues.
3. Computer basics
Hotel receptionists use computers for many tasks. These include checking in and checking out guests, making billing statements, and organizing online reservations.
 4. Attention to detail
Wrong info can lead to disaster. Angry guests can spread the word about unpleasant incidents. As a result, these can ruin a hotel's reputation. To avoid this, receptionists must be accurate in their records and communication.
 5. Organization
Hotel receptionists deal with many sides of customer service. Often, they need to multitask. To make sure they do not make mistakes, they should be highly organized. They should know which tasks to do first, and learn to keep track of operations.
Other Skills
1. Problem-solving
Hotel receptionists know how to smooth out rough spots. They soothe unhappy guests and fix logistics mistakes. To find solutions, these employees can get creative.
 2. Teamwork
A 24/7 establishment like a hotel keeps staff members on their toes. But employees do not only focus on their own jobs. Most of the time, they have to work together. Hotel receptionists need to coordinate with different departments to keep things running smoothly.
3. Flexibility
Receptionists talk to guests from all sorts of backgrounds. Hence, they know how to adjust to different situations. Regardless of cultural differences, all guests should feel welcome. Hotel receptionists should also be flexible in work schedules. This is because they work in shifts.
4. Stress management
Despite their job's demands, hotel receptionists should remain calm and poised. If they let stress win, they will not be able to properly care for their guests.
Educational Background
Some hotels require at least a high school diploma when hiring receptionists. But most prefer college graduates. Any bachelor's degree will do for this position. However, if you want to specialize in hospitality, then you can take up a Bachelor of Science in Hotel and Restaurant Management.
BS HRM takes four years to complete. It focuses on hospitality training. This develops students' skills on the following:
- Hotel and restaurant operations
- Front office work
- Food service
- Culinary arts
- Guest management
- TourismÂ
- Accounting
- Sales and marketing
Some schools offer two-year HRM courses. This helps graduates get work faster. While working, receptionists can continue studying to finish the four-year program.
The Technical Education and Skills Development Authority (TESDA) gives a certificate course on hospitality training. This is called Front Office Procedures NC II. It teaches the basics of front desk duties. You need a minimum of 436 hours to complete it.
Still, a college degree is best if you want to advance your career. If you aim to be a manager, consider taking a Master's Degree in Hotel and Restaurant Management. Aside from administrative knowledge, you can also be an educator or researcher in the industry.
Required Certification and Training
During their senior year, students are required to undergo On the Job Training (OJT). This can be done in hotels, restaurants, and resorts. But aside from this, there are no required training or certifications for hotel receptionists. Still, they can take certificate courses to learn more. These additional classes also boost their resume.
Opportunities for Continuous Education
As a new employee, most of the training you get will be on the job. Nonetheless, you can continue learning on your own. You can take short courses, seminars and programs on the specialty you want to learn.
If you want to develop your tech skills, try these courses offered by Jobstreet in partnership with Luna Academy.
How to write a hotel receptionist resume?
Your resume gives the hirer a glimpse of your writing skills. A great resume is short yet interesting. Better yet, learn to highlight your strengths and skills on just a page. Make sure to check your resume for mistakes before sending it.
Juana Dela Cruz Contact Information [Address, Mobile Number, Email] SUMMARYA front desk officer with three years of experience in a boutique hotel in the Makati Central Business District. Delivered customer satisfaction through guest relations and processing reservations. Enthusiastic and skilled at handling queries and client requests. Looking to further my hospitality skills in a supervisor position through [name of company applying for].WORK EXPERIENCE[Name of company], PhilippinesFront Desk Officer, 2017 - 2020[Name of company] is a boutique hotel that focuses on Filipino art, boasting of mini museums within its building. It was chosen as Trip Counselor's Traveler's Pick for 2019 and 2020.·  Provided customer service that guaranteed satisfaction·  Managed customer concerns and complaints·  Built excellent relations with guests. This was essential to our business which relied on returning customers.·  Maintained accurate records of billings and bookings·  Assigned as Booking Supervisor in second year of work, which entailed checking all room bookings made online and in person.EDUCATIONBachelor of Science in Hotel and Restaurant and Management[Name of University], 2013-2017·  A consistent officer of the HRM Society from 2014-2017·  Part of a team that won 1st place in the nationwide HRM Skills Competition in 2016 |
Download this Hotel Receptionist resume HERE.
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