WORK EXPERIENCE: front office
learn about the crucial roles in a hotel reception
As the first people to greet guests when they arrive and the last to bid them farewell on their journey, receptionists, porters and concierges have some of the most important jobs in a hotel. They are the welcoming face of the business and help set the tone for the guests’ stay, ensuring that they are well looked after on arrival, departure and throughout their visit.
Receptionists are responsible for checking guests in and out, answering any queries during their stay, and liaising with the accommodation department to let them know when rooms are ready for service. As well as being the face of the hotel, receptionists have administrative duties behind the scenes, working with the reservations team and managing the front office IT system.
Porters and concierges are also integral members of the front office team. The hotel’s porters are on hand to assist guests throughout their stay, helping with luggage and errands. They also respond to any health and safety issues and are responsible for keeping the reception clean and tidy.
Porters can provide concierge services in some hotels, though in many luxury properties this is a separate role. The concierge – a French term – is like a PA for guests. Their role is to provide information on the locality and help arrange any activities, such as restaurant or theatre bookings, tours, shopping experiences, and more.
What are the opportunities for progression?
The reception is a great springboard for a career in hotels and if you have ambitions to become a General Manager then you will need to get experience in the front office as well as other departments. Receptionists, porters and concierges can develop within the department or they can transfer to other areas of the hotel as they progress their careers.
What can you expect during your work experience?
While working in the reception you will be introduced to the hotel’s front office system, learn how to check guests in and out of the hotel, gain an understanding of the reservations operation, and get a solid grounding in customer care. The reception also gives you a good vantage point to see how the various departments work together on a daily basis.
If working in a hotel reception interests you, then contact the HR team in your local hotel to see if they are offering any front office experience. You will find the list of hotels participating in the Transition Year Work Experience Programme here.
What’s It like working in the front office?
Receptionists Colette Tiernan and Megan Elsey share their stories.