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Hamilton Mercer

Hotel Receptionist Training


Hotel Receptionist Training Overview

As the first person that many visitors encounter in their contact with a hotel, the hotel receptionist has an important part to play in creating an excellent first impression for the visitors. Choose from a range of hotel receptionist training courses and improve your communication skills, customer service skills, awareness and ability to handle difficult situations.




Course Topics Overview


The Receptionist Role

  • Etiquette and awareness
  • Presentation, dress code and company ethos
  • The expectations of internal & external clients
  • Prioritising a busy workload and managing the reception area

Meeting and Greeting Visitors

  • Welcoming visitors and making an excellent first impression
  • Confident body language and friendly expressions

Customer Care

  • Maintaining consistency and delighting customers
  • Building rapport, Matching & Mirroring skills
  • Helpful attitude and acknowledging customers needs


  • Professional voice, tone and language - Positive and negative phrases
  • Active listening skills and effective questioning techniques
  • Assertiveness Techniques - Passive, Aggressive and Assertive

Telephone Skills

  • Developing a professional telephone voice
  • Preparation and structuring calls
  • Screening and transferring of calls
  • Using discretion when handling unwanted calls
  • Getting the most from enquiries and accurate message taking

Handling Difficult People

  • Keeping calm under pressure
  • Taking control and leading situations forward
  • Showing genuine interest and empathy
  • Providing alternatives where necessary


Training Delivery

Course content is tailored to the needs of each person. Group practicals, case studies and discussions are used to ensure maximum participation from every delegate.


Download PDF Version of Course >




Training Formats Available


Option 1 - Public Workshops - Suitable for training individuals


View Course Dates & Availability - Click Here >



Option 2 - Bespoke In-house Training - Suitable for training groups of staff


  • Training at your premises or a venue of your choice throughout the UK
  • Course content and length is tailored to suit the needs of your staff
  • Bespoke course manual & certificate awarded

Please contact us to discuss your training brief - Click Here >




Clients Include

Hamilton Mercer Training - Clients




Hotel Receptionist Training

Hotel Receptionist Training
Call 0800 121 4660
Enquiry form Click here

“The Hotel training course was very useful to me and has helped me to improve my customer service skills. The trainer was outstanding”.

Eden Park Hotel


“The Hotel training course was very interesting. I have learned to deal with problems professionally”.

Custom House Hotel


Hotel Receptionist Training