A real shift
An early shift runs roughly 7am to 3pm and is all check-outs, bill queries and luggage; the late shift picks up arrivals, room moves and the guest whose booking never came through. Handover notes are sacred.
Skills that matter
- Calm under a queue
- Property management systems such as Opera or Mews
- Payment handling and cash reconciliation
- Upselling rooms without being pushy
- Complaint recovery
- Languages are a real bonus
Qualifications
- No formal requirement in the UK; Level 2 Hospitality Team Member apprenticeship is common
- Institute of Hospitality (IoH) membership for career progression
- Internationally: AHLEI front desk certifications (US), hotel school diplomas in Switzerland
Where it leads
- Front office receptionist
- Front office supervisor
- Reservations agent
- Guest relations
- Night manager
What we'd ask on the show
- The strangest thing a guest has asked for at 2am
- Overbooking and the art of 'walking' a guest to another hotel
- Why reception is the best training ground in hospitality