Question 1

What is the difference between a hotel receptionist and front desk agent?

Accepted Answer

The terms 'hotel receptionist' and 'front desk agent' are used interchangeably in Australia. Both refer to the customer-facing role responsible for guest check-in/check-out, reservations and general enquiries. Under the Hospitality Industry Award, both roles are typically classified as Front Office employees.

Question 2

What award covers hotel receptionists in Australia?

Accepted Answer

Most hotel receptionist positions are covered by the Hospitality Industry (General) Award 2020 (MA000009). This award applies to employees in hotels, motels, serviced apartments and similar accommodation businesses. Always verify which award applies to your specific property.

Question 3

What classification level should I use for a hotel receptionist?

Accepted Answer

Under the Hospitality Industry Award, hotel receptionists typically fall under the Front Office stream. Entry-level receptionists start at Level 2-3, while experienced receptionists with additional responsibilities may be classified at Level 4 or above. See our Hospitality Award pay rates guide for current rates.

Question 4

Should I include pay rates in a hotel receptionist job description?

Accepted Answer

While not legally required, including indicative pay rates helps attract suitable candidates and sets clear expectations. You can reference the applicable award rate or use phrases like 'Award rates plus penalties' or 'Competitive hourly rate based on experience.' Check the current Hospitality Award rates for guidance.

Question 5

What qualifications do hotel receptionists need?

Accepted Answer

Formal qualifications aren't always required for entry-level hotel receptionist positions. However, a Certificate III in Hospitality or Tourism is highly desirable. Key requirements include excellent communication skills, computer literacy, customer service aptitude and professional presentation. Some hotels prefer candidates with property management system (PMS) experience.

Question 6

Do hotel receptionists need any certificates?

Accepted Answer

No certificates are legally required for basic reception duties. However, an RSA (Responsible Service of Alcohol) certificate is needed if the receptionist handles minibar charges or serves alcohol. First aid certification is often preferred. Some properties may require specific PMS software training.

Question 7

What experience should I look for in a hotel receptionist?

Accepted Answer

For entry-level positions, look for customer service experience from any industry, computer literacy and a professional demeanour. For experienced roles, look for previous hotel or accommodation experience, familiarity with property management systems (Opera, RMS, etc.), cash handling experience and proven ability to handle guest complaints.

Question 8

Can I hire hotel receptionists without experience?

Accepted Answer

Yes, many hotels successfully hire and train receptionists without prior hotel experience. Focus on transferable skills like customer service, communication and computer literacy. Entry-level positions can be filled by candidates with the right attitude and willingness to learn. Provide comprehensive training on your PMS and property procedures.

Question 9

Should I hire casual or permanent hotel receptionists?

Accepted Answer

This depends on your property's occupancy patterns. Permanent staff provide consistency for core shifts, while casuals offer flexibility for peak seasons and fluctuating demand. Many hotels use a mix — permanent receptionists for regular shifts and casuals for weekends, holidays and high-occupancy periods. See our guide on casual vs permanent employment trends and simplify employee management with HR software.

Question 10

What penalty rates apply to hotel receptionists?

Accepted Answer

Under the Hospitality Industry Award, penalty rates apply for: Saturdays, Sundays, public holidays, and late-night/early morning shifts. Hotels operate 24/7, so understanding penalty rates is crucial. Casual employees receive a 25% loading instead of leave entitlements. Use award interpretation software to calculate rates accurately.

Question 11

What are the minimum shift lengths for hotel receptionists?

Accepted Answer

Under the Hospitality Industry Award, the minimum engagement for casual employees is typically 2-3 hours per shift depending on circumstances. Part-time employees also have minimum shift requirements. This ensures employees receive reasonable compensation for attending work. Check the award for specific requirements.

Question 12

What should I include in a hotel receptionist employment contract?

Accepted Answer

Key elements include: position title and classification level, employment type (casual/part-time/full-time), hourly rate or salary, applicable award, reporting structure, main duties, work location, shift patterns including night audit coverage if applicable, and any uniform requirements. Use our digital employment contracts to simplify this process.

Question 13

How far in advance must I provide rosters to hotel receptionists?

Accepted Answer

Under the Hospitality Industry Award, rosters must be provided at least 7 days in advance. Changes within this period require employee agreement unless due to unforeseen circumstances. Using rostering software helps support compliance and gives staff visibility of their upcoming shifts, particularly important for 24/7 hotel operations.

Question 14

Can I require hotel receptionists to work night shifts?

Accepted Answer

Yes, but night shift requirements should be clearly communicated in the job description and during recruitment. Under the award, employees are entitled to penalty rates for overnight work. Some hotels have dedicated night auditors, while others rotate reception staff through night shifts. Be clear about night shift expectations during hiring.

Question 15

What breaks are hotel receptionists entitled to?

Accepted Answer

Under the Hospitality Industry Award, employees working more than 5 hours are entitled to an unpaid meal break. Paid rest breaks also apply based on shift length. Breaks should be taken at appropriate intervals during the shift. Use break planning tools to support compliance while maintaining front desk coverage.

Question 16

How do I manage hotel receptionist coverage during shift changes?

Accepted Answer

Build adequate handover time into your rosters — typically 15-30 minutes overlap between shifts. This allows for proper handover of guest information, pending tasks and any issues. Use rostering software to schedule overlapping shifts and ensure seamless front desk coverage 24/7.

Hotel receptionist job description