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Hotel Receptionist Diploma - Level 5

CPD Certified Level 5| *FREE PDF Certificate* Tutor Support & Exam | 100 CPD Credits | Free Event Management Course

Brentwood Open learning College


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£12 inc VAT (was £18)
Offer ends 31 May 2024
Study method
450 hours · Self-paced
No formal qualification
100 CPD hours / points
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

63 students purchased this course

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Hotel Receptionist - Course

CPD Accredited Certificate with 100 CPD points. This course comes with easy to understand e-learning study materials.

Endorsed Hotel Receptionist - Course Level 5 from Certificate of Achievement. Become a key player in one of the world’s most prosperous and dynamic sectors, with this accredited Level 5 Hotel Receptionist Course! Climb the ladder in the hospitality industry and build a rewarding career for life!

Hotel Receptionist

The global hospitality sector is one of the world’s foremost employers. Nevertheless, competition for the most attractive positions is ferocious. Contrary to popular belief, hotel front-desk operations are about far more than basic admin alone. Receptionists work on the frontline of the establishments they represent, playing a pivotal role in every guest’s experience. In many instances, front-desk workers are the first, last and only team members hotel customers come into contact with. To succeed as a front-desk specialist, a variety of interconnected responsibilities must be carefully balanced. Examples of which include making reservations, welcoming guests upon arrival, handling complaints, reporting issues and ensuring every guest’s expectations are met or exceeded. To work as a receptionist is to hold the reputation and prosperity of the entire organisation in the palm of your hand. A position of high responsibility, which quickly gives way to more senior management roles for capable candidates.

Hotel Receptionist

One of our most advanced hospitality courses to date, this Level 5 Hotel Receptionist Diploma is open for enrolment right now! Learn how to leave a lasting impression on every guest, handle key front-desk admin duties and support senior management. Study the art of effective negotiating, the importance of strong communication skills and how to handle complaints in a confident and professional manner. Study from home at a pace that suits your lifestyle, with no time-restrictions or deadlines imposed. Along with complete tutor support from start to finish, all learning resources are included in the course fee for unbeatable value for money!

Hotel Receptionist

Get started on your Level 5 Hotel Receptionist Diploma today, or contact a member of our student support team if you have any questions!



100 CPD hours / points
Accredited by The CPD Standards Office

Course media



Hotel Receptionist Diploma - Course Benefits

This exclusive Level 5 Hotel Receptionist Course has been designed for anyone looking to fast-track their progression in a hospitality setting. Our dynamic distance learning programmes outperform the competition by offering of the following:

  • Inclusion of all course materials and study aids in the initial course fee for superior value for money.
  • Every candidate is assigned an expert tutor, who can be contacted any time for support and advice.
  • Elimination of all deadlines and time restrictions - create your own study schedule to suit your lifestyle.
  • Access our 24/7 digital learning platform from anywhere in the world at any time, using any connected device.
  • Accredited courses of the highest-quality, for the chance to enhance your CV and career prospects.

Reception Skills Diploma - Learning Objectives

This endorsed Reception Skills Diploma is open could newcomers and experienced front-desk operative alike. In a hospitality setting, receptionists are responsible for overseeing the smooth and seamless performance of all key hotel functions.

Worldwide, hotel owners and managers are always on the lookout for talented receptionists and front-desk personnel. More often than not, entry-level front-desk roles pave the way for more advanced leadership positions. This Level 5 Hotel Receptionist Diploma will instil you with the skills, knowledge and confidence needed to pursue your goals in a hospitality setting. No prior knowledge or experience is required - we’ll provide all the resources you need to successfully complete the course.

Front-desk topics and general hospitality concepts introduced as the course progresses include the following:

  • An introduction to important front office tasks
  • The functions and objectives of front desk operations
  • Working with difficult guests and complaint handling
  • The role of communication in front desk operations
  • Professional negotiation and sales skills
  • Techniques for dealing with overbookings and errors
  • Advanced telephone communication skills
  • The fundamentals of hotel safety and security

Level 5 Hotel Receptionist Diploma

Course Outline

Upon enrolment, you’ll gain round-the-clock access to our exclusive digital learning platform, where you’ll find a complete suite of study aids and helpful resources. This Level 5 Hotel Receptionist Diploma is delivered over a series of 10 modules, each focusing on a separate aspect of front-desk operations as follows:

Unit 1 - Introduction to Front Office Operations

This Hotel Receptionist unit covers the following topics:

  • Front Office Functions
  • Front-of-the-House Operations
  • Back-of-the - House Operations
  • The Function of the Front Office Manager
  • The Art of Supervising
  • Types of Reservation System
  • Accepting or Denying Reservation
  • Yield Management: Choosing the Most Profitable Reservations
  • Basic Concepts of Yield Management
  • Check–In Process
  • Front Office Accounting
  • Check–Out Process
  • The Electronic Front Office (EFO)

Unit 2 - The Role of the Hotel Receptionist

This Hotel Receptionist unit covers the following topics:

  • Work Activities
  • Multitasking
  • Cash handling
  • Shift Checklists
  • Keys
  • Lock-outs
  • Messages
  • Events
  • Guest Confidentiality
  • Marketing Materials
  • Departures

Unit 3 - Dealing with Hotel Guests

This Hotel Receptionist unit covers the following topics:

  • The Guest Journey
  • Email Bookings
  • Pre-Arrival Checks
  • Allocating rooms

Unit 4 - Call Handling Skills

This Hotel Receptionist unit covers the following topics:

  • The Importance of Empathy
  • Defining Communication
  • Asking Questions
  • Telephone Techniques
  • Handling Everyday Requests

Unit 5 - Interpersonal Skills

This Hotel Receptionist unit covers the following topics:

  • What are Communication Skills?
  • Getting Better with Communication
  • Probing Techniques

Unit 6 - Negotiation Skills

This Hotel Receptionist unit covers the following topics:

  • Handling Objections
  • Closing the Sale
  • The Changing Customer
  • What the Customer Wants
  • Negotiation Techniques
  • Practicing Negotiation
  • Phases of Negotiation
  • Negotiation Made Easier
  • High Impact Moments

Unit 7 - Sales Skills

This Hotel Receptionist unit covers the following topics:

  • Essential Skills
  • Consultative Selling
  • Customer Focused Selling
  • The Sales Cycle
  • Law of attraction
  • Expectancy theory
  • Setting Goals with SPIRIT

Unit 8 - Dealing with Overbookings

This Hotel Receptionist unit covers the following topics:

  • Causes of overbooking
  • Proactive Out-Booking
  • Reactive Out-Booking
  • General Guidelines

Unit 9 - Complaint Handling

This Hotel Receptionist unit covers the following topics:

  • Performance Response Standards
  • Reasons for Customer Grievances
  • Types of Complainers
  • Complaint Management
  • The Complaint Management Process
  • Guidelines for Handling Complaints
  • Complaints Analysis Reports
  • Resolving Problems and Quality-Improvement Activities
  • Decide the Means to Select the Preferred Solution
  • Implement, Monitor and Review

Unit 10 - Security & Emergency Measures

This Hotel Receptionist unit covers the following topics:

  • The Security Department
  • Organization of a Security Department
  • In-House Security Departments Versus Contracted
  • Fire Code General Requirements.
  • Guest Expectations
  • Fire Safety Plan
  • Employee Training in Fire Safety
  • Guest Instruction in Fire Safety
  • Emergency Communication
  • Employee Safety Training

Who is this course for?

Hotel Receptionist - Course

An accredited Level 5 Hotel Receptionist Course could prove helpful for anyone looking to carve out a successful career in hospitality. Pursue an entry-level position with an established employer, or take your existing hospitality career to the next level. This course could also prove invaluable for hotel business owners, senior management personnel, front-desk managers and team leaders. If you’re serious about climbing the ladder in a hospitality setting, we’re standing by to show you the way!

Hotel Receiptionist

Our exclusive online courses are open to candidates from all backgrounds worldwide. No experience necessary, no entry-requirements to fulfil and no deadlines - just the complete freedom to study from any location at a pace that suits you!

Hotel Receiptionist

Get started on your Level 5 Hotel Receptionist course right now, or get in touch with our student support team if you have any questions!



No particular entry requirement.

Option 1

Hotel Receiptionist Diploma QLS Level 5 endorsed by Quality Licence Scheme

Certificate Fee: £120 + postal charges

Option 2

Hotel Receiptionist Diploma issued by BOLC

PDF Certificate - FREE

Hard copy - £25 + postal charges

Option 3

CPD Accredited Certificate

(PDF format)=£30

(Hard copy)=£95 + postal charges

*Postage Charges: National £9, International £15

Career path

Hotel Receptionist - Course

A career in Hotel can pave the way for lifelong job security in almost any major market worldwide. Just a few of the most popular job titles within the field of front-desk operations are as follows:

  • Front Desk Associate
  • Front Desk Supervisor
  • Front Office Attendant
  • Front-of-House Manager
  • Meeting Specialist
  • Hotel Clerk
  • Hotel Receptionist
  • Reservationist
  • Reservations Agent

Questions and answers

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Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.