Front Desk Receptionist Job Description Template

What Is a Front Desk Receptionist? (Quick Definition)

A front desk receptionist is the first point of contact who greets visitors, answers and routes calls, manages appointments, and supports daily office or facility operations.

They operate phones/VoIP, calendars, and visitor systems; coordinate check-ins; uphold security and confidentiality; and deliver a welcoming, efficient front‑of‑house experience.

Front Desk Receptionist Job Description Template (Copy and Paste)

Use this front desk job description to post on job boards or your careers site. It’s front‑desk specific and easy to tailor by industry, tools, and shifts.

Alternate titles:

• Front Desk Agent/Clerk (hotel)
• Office Receptionist
• Corporate Receptionist
• Medical/Dental Front Desk
• Lobby Ambassador
• Concierge (hospitality)

Role purpose and impact (first point of contact, guest experience, call routing, scheduling)

We’re seeking a Front Desk Receptionist to serve as our first point of contact. You’ll greet visitors, answer and route multi‑line calls, manage calendars/appointments, and support day‑to‑day front office operations. Your professionalism and responsiveness will shape the guest experience and keep our lobby and phones running smoothly.

Key responsibilities (bullet list)

• Greet visitors, verify purpose of visit, and issue badges; maintain accurate visitor logs
• Answer, screen, and route multi‑line calls; take clear, timely messages
• Manage appointment scheduling, confirmations, and reminders; reduce no‑shows
• Coordinate meeting rooms, AV needs, and hospitality requests
• Handle incoming/outgoing mail, packages, and couriers; notify recipients
• Maintain a tidy, safe lobby; restock front desk and hospitality supplies
• Use CRM/PMS/EMR or office systems to update records with high accuracy
• Process payments or copays via POS (where applicable); follow PCI procedures
• Escalate service issues, facility incidents, or security concerns per policy
• Support administrative tasks (data entry, forms, basic reports) as needed

Required qualifications and skills (must-have vs nice-to-have)

Must‑have:

• 1+ year in a customer‑facing or receptionist role (or equivalent service experience)
• Clear verbal/written communication; courteous, professional phone etiquette
• Proficiency with email, calendars (Google/Outlook), and basic office software
• Reliable, punctual, and comfortable handling a fast‑paced front desk
• Discretion with confidential information; follows privacy and security protocols

Nice‑to‑have:

• Bilingual or multilingual (e.g., Spanish, Mandarin, ASL)
• Experience with phones/VoIP (e.g., RingCentral), visitor systems (e.g., Envoy)
• Hospitality PMS (Opera/Cloudbeds), CRM, EMR/EHR (Epic/Dentrix) familiarity
• Conflict de‑escalation, service recovery, and upselling skills
• First Aid/CPR certification; HIPAA training (healthcare roles)

Tools and systems (phones, PMS/EMR, visitor management, POS)

• Phones/VoIP: Multi‑line switchboard, call routing, voicemail management
• Scheduling: Google/Outlook Calendar; appointment/reminder tools
• PMS/CRM/EMR/EHR: Opera/Cloudbeds; Salesforce/HubSpot; Epic, eClinicalWorks, Dentrix
• Visitor management and access: Envoy, Proxyclick, badge printers, access control
• POS and payments: Square, Stripe, copay processing; PCI‑compliant workflows

Schedule, environment, and physical requirements

• Full‑time or part‑time; shift coverage may include evenings, weekends, and holidays
• On‑site front‑of‑house role; extended periods of sitting/standing at the lobby desk
• Occasional lifting up to 25 lbs (packages, supplies); light facility support
• Dress code: business or hospitality attire; PPE as required in clinical settings
• Consistent, punctual attendance essential for lobby and phone coverage

Compensation, benefits, and EEO/ADA statement (boilerplate)

• Compensation: Hourly pay with potential shift differentials; publish a transparent range based on local market data and experience (e.g., $[XX]–$[YY]/hour)
• Benefits: Medical/dental/vision, paid time off, 401(k), commuter benefits; role‑specific incentives (e.g., hospitality upsell bonuses)

EEO/ADA: We’re an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment for all employees. If you need a reasonable accommodation during the application or interview process, please contact [email/phone].

Confidentiality: This role handles sensitive information; adherence to privacy, HIPAA (as applicable), and PCI requirements is mandatory. Background checks may be conducted per local laws.

Industry Variants You Can Use As-Is

Tailor the template below for hospitality, healthcare, or corporate environments with the right tools and workflows. Use these plug‑and‑play versions to align duties, systems, and compliance with your specific front‑desk setting.

Hotel Front Desk Receptionist Job Description (guest check-ins, PMS, upselling)

• Purpose: Welcome guests, manage check‑ins/outs, handle reservations, and resolve guest issues using a PMS while driving satisfaction and upsell revenue.
• Responsibilities:
• Check guests in/out; verify IDs/payment; issue keys; process folios and payments
• Manage reservations, modifications, and room assignments in Opera/Cloudbeds
• Answer phones; route calls; handle guest requests and service recovery
• Promote upgrades, packages, and amenities; track upsells/commissions
• Coordinate with housekeeping/maintenance; log incidents and lost & found
• Maintain lobby standards and security awareness during all shifts
• Requirements/Tools: Hospitality experience, PMS proficiency (Opera/Cloudbeds), POS, cash handling, night audit basics a plus; weekend/holiday availability.

Medical/Dental Front Desk Receptionist (EMR, insurance verification, HIPAA)

• Purpose: Ensure a smooth patient experience from check‑in to check‑out, safeguarding privacy while managing EMR/EHR workflows and insurance tasks.
• Responsibilities:
• Greet patients; verify demographics; obtain consents and collect copays
• Schedule, confirm, and recall appointments; reduce no‑shows with reminders
• Verify eligibility and benefits; capture referrals/authorizations
• Update EMR/EHR (Epic, eClinicalWorks, Dentrix, Eaglesoft); maintain accuracy
• Answer phones, route clinical questions appropriately; manage refill/records requests
• Protect PHI; follow HIPAA and front‑office infection control protocols
• Requirements/Tools: Medical/dental front office experience preferred; EMR/EHR proficiency; HIPAA training; bilingual a plus; PPE adherence.

Corporate/Office Front Desk Receptionist (visitor logs, conference rooms, security)

• Purpose: Provide a professional lobby experience, manage visitor access, and coordinate meetings and facilities support.
• Responsibilities:
• Register visitors; issue badges; liaise with security; monitor lobby safety
• Manage multi‑line calls, executive calendars, and conference room bookings
• Support mail/couriers, supplies, and vendor deliveries
• Assist with facilities tickets, guest Wi‑Fi, and office onboarding
• Prepare visitor itineraries and hospitality arrangements for meetings
• Requirements/Tools: Visitor management (Envoy/Proxyclick), access control, VoIP, calendar systems; polished communication and discretion for executive environments.

Core Responsibilities of a Front Desk Receptionist

This section summarizes the day‑to‑day responsibilities that define a high‑performing front desk. Use the bullets to set expectations, train new hires, and build measurable SOPs.

Customer reception and visitor management

The front desk owns first impressions. Greet every visitor within seconds, verify identity, and log access accurately. For secure sites, issue badges, collect NDAs as needed, and notify hosts quickly.

A tidy, well‑signed lobby reduces friction and wait times. Together, these practices create a consistent, safe, and welcoming experience.

• Verify IDs and purpose of visit
• Print badges; manage check‑ins/outs and guest Wi‑Fi
• Offer directions, parking validation, or accommodation assistance
• Escalate security concerns per incident response procedures

Call handling, routing, and message management

Front desks often run multi‑line systems with SLAs for answer speed and accuracy. Use standardized greetings, route calls with context, and document messages clearly.

Voicemail triage and after‑hours routing ensure continuity. Track missed calls and callbacks to close the loop. This keeps service responsive and reduces repeat contacts.

• Answer within target SLA (e.g., under 30 seconds)
• Use name‑based directories and call queues for routing
• Capture call reason, callback info, and urgency in messages
• Monitor voicemails and missed calls; perform timely callbacks

Scheduling and coordination (appointments, meeting rooms)

Accurate scheduling prevents bottlenecks. Confirm appointments, send reminders, and manage room bookings and AV setup. Proactive conflict resolution keeps calendars clean and reduces no‑shows.

Align prerequisites such as forms or IDs to avoid reschedules. Consistent follow‑through keeps people and spaces utilized efficiently.

• Book, confirm, and reschedule with clear instructions
• Send reminders (SMS/email) and check prerequisites (e.g., paperwork)
• Block rooms and equipment; coordinate catering/hospitality
• Track attendance and late arrivals for follow‑up

Administrative support (mail, supplies, records)

Front desks handle mail/couriers, supply inventories, and light recordkeeping. Standard operating procedures improve reliability and audit readiness. Clear checklists prevent errors during shift handoffs.

Keep sensitive files secure and access‑controlled. Routine reporting highlights trends and resource needs.

• Receive, sort, and notify recipients; manage returns
• Maintain supply par levels; submit purchase requests
• Perform data entry; file and retrieve records securely
• Run simple daily/weekly front‑desk reports

Cash handling/POS (where applicable)

Where payments occur, accuracy and compliance matter. Follow PCI‑compliant workflows, reconcile drawers, and secure cash and receipts. Require ID checks when needed to reduce fraud.

Document variances immediately and escalate per policy. These controls protect revenue and trust.

• Process POS transactions and refunds per policy
• Balance till; document variances; deposit safely
• Verify identity for payment methods; reduce chargebacks
• Safeguard terminals and receipts

Skills and Qualifications

Use this section to align candidate capabilities with your front‑desk environment. Separate essential skills from enhancements to widen your candidate pool without compromising standards.

Must-have skills: communication, professionalism, multitasking, basic tech literacy

• Friendly, clear communication and active listening
• Professional presence and service mindset under pressure
• Multitasking across in‑person, phone, and digital channels
• Basic tech fluency with email, calendars, and office apps
• Reliability, punctuality, and attention to detail

Nice-to-have skills: bilingual, conflict de-escalation, upselling, CRM familiarity

• Bilingual/multilingual customer support
• De‑escalation and service recovery techniques
• Upselling/cross‑selling in hospitality or membership settings
• CRM/PMS/EMR navigation and data accuracy habits
• First Aid/CPR, HIPAA (for healthcare), or cash‑handling experience

Tools and Systems You May Require

Equip receptionists with the right platforms to handle calls, appointments, visitors, and payments efficiently. Specify the exact systems they’ll use so candidates can self‑assess fit.

Phones/VoIP and call routing (multi-line systems)

Use VoIP or PBX with queues, hunt groups, and voicemail. Features like caller ID, presence, and warm transfer improve handoffs. Train on greeting scripts and escalation paths.

• Examples: RingCentral, 8x8, Cisco, Zoom Phone

PMS and scheduling (Opera/Cloudbeds; Calendars)

Hotels rely on PMS for reservations, check‑ins, and folios; offices use Google/Outlook for rooms and calendars. Automate reminders and confirmations to cut no‑shows.

• Examples: Opera, Cloudbeds, ResNexus; Google/Outlook Calendar

EMR/EHR and insurance workflows (HIPAA)

Healthcare front desks update demographics, verify insurance, and post copays. Limit PHI exposure at the lobby and maintain audit trails in the EMR/EHR.

• Examples: Epic, eClinicalWorks, Athenahealth; Dentrix, Eaglesoft (dental)

Visitor management and security (badges, logs, access)

Digitize sign‑ins, print badges, and integrate with access control for time‑bound credentials. Pair with incident reporting and camera coverage policies.

• Examples: Envoy, Proxyclick; LenelS2, Brivo (access)

Work Environment, Schedule, and Physical Requirements

Front desks require consistent on‑site presence and shift coverage. Expect morning opens, midday rushes, and closeout tasks. Hospitality and healthcare often include evenings, weekends, and holidays. Relief or float coverage prevents gaps.

Physical demands include sitting/standing at a desk, light lifting, and frequent interaction with the public. Follow dress codes or PPE rules and maintain a calm, professional environment even during high traffic or incidents.

Compensation, Benefits, and Advancement

Clarify pay, perks, and growth so candidates understand the full value of the role. Transparent ranges improve applicant quality and help you meet pay‑equity laws.

Hourly vs salary; shift differentials; incentives/bonuses

Most roles are hourly with overtime eligibility and shift differentials for nights/weekends. Hospitality may include upsell/occupancy incentives or tips. Medical/dental may offer performance bonuses tied to no‑show reduction or collection targets. Publish a pay range to meet transparency laws and attract qualified candidates.

Benefits examples by industry

• Hospitality: Meal discounts, uniform allowance, commuter perks, incentive plans
• Healthcare: Medical/dental/vision, scrubs/PPE, CE/HIPAA training, 401(k)
• Corporate: PTO, holidays, 401(k) match, wellness stipends, commuter benefits
• Advancement: Senior/Lead Receptionist, Front Office Coordinator, Office Manager, Guest Services Manager

KPIs and Success Metrics (With Examples)

Define success early to coach performance and demonstrate ROI. Use service and operations metrics that fit your traffic patterns and systems.

Service metrics (answer speed, wait times, satisfaction scores)

Track responsiveness and guest experience to drive quality. Examples and starting targets:

• Average speed of answer: under 30 seconds
• Lobby wait time to greet: under 1 minute; peak under 3 minutes
• First‑contact resolution (calls/desk): 70–85%
• Satisfaction/NPS or post‑visit rating: 4.5/5 or NPS 40–60

Measure via VoIP analytics, visitor system time stamps, and post‑visit surveys.

Operations metrics (no-show rate, check-in throughput, accuracy)

Operational KPIs ensure reliability and revenue protection:

• Appointment no‑show rate: <10% (medical/dental) with reminders
• Check‑in throughput: hotel 3–5 minutes per guest; clinic 4–7 minutes per patient
• Data accuracy (records/eligibility): 98–99%
• Cash drawer variance: $0; disputes resolved within 24 hours
• SLA adherence (badge issuance, room setups): 95%+

Use PMS/EMR reports, cash logs, and service management dashboards to review weekly.

Compliance and Safety

Front desks handle sensitive data and public traffic. Establish clear policies for privacy, accessibility, and security so staff can protect guests and the organization.

Confidentiality, HIPAA/PCI where applicable

Front desks handle sensitive data. Limit voice‑exposed PHI, verify identities before sharing info, and secure screens and printed materials. Use PCI‑compliant payment flows and never store card data improperly.

EEO/ADA language (boilerplate)

We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status. Reasonable accommodations are available upon request.

Background checks and front-of-house security posture

Communicate screening requirements transparently (e.g., background checks, I‑9, vaccination policies where applicable). Train on incident reporting, access control, and emergency procedures to maintain a safe lobby.

How to Write a Front Desk Receptionist Job Description (Step-by-Step)

Follow these steps to produce a clear, compliant posting in minutes. Each step aligns with how candidates search and how hiring teams screen.

1) Start with a clear, industry-aware job title

Use “Front Desk Receptionist” plus a modifier: “Hotel Front Desk Agent,” “Medical Front Desk Receptionist,” or “Corporate Receptionist.” Clear titles improve relevancy and applicant quality.

2) Summarize role purpose and impact in 2–3 sentences

State the first‑point‑of‑contact nature, tools used (phones/VoIP, PMS/EMR, visitor systems), and the value (fast, friendly service; accurate records; safe lobby). Mention shifts if applicable.

3) List responsibilities in priority order with action verbs

Lead with greeting/visitor management, calls, scheduling, and then admin tasks. Keep 7–10 bullets, all starting with strong verbs (Greet, Answer, Schedule, Coordinate, Process, Maintain).

4) Separate must-have vs nice-to-have requirements

Keep must‑haves minimal (communication, reliability, basic tech). Move specialized systems, bilingual skills, and certifications to nice‑to‑have to widen your funnel without lowering standards.

5) Add schedule, pay range, benefits, and EEO/ADA boilerplate

State coverage model (evenings/weekends/holidays), transparent pay range, core benefits, and inclusive EEO/ADA language. Add confidentiality/HIPAA/PCI notes if relevant.

6) Close with clear application steps

Explain how to apply, timeline, who to contact, and any assessments. Simplicity and transparency reduce drop‑off.

Front Desk Receptionist vs Similar Roles

Use these distinctions to choose the right title and set expectations in your job description. Clear role boundaries help candidates self‑select and reduce mismatches.

Receptionist vs Front Desk Agent/Clerk vs Concierge

• Receptionist: Broad term for first‑contact roles across industries; phones, visitors, scheduling.
• Front Desk Agent/Clerk: Hospitality‑specific; PMS usage, check‑ins/outs, folios, upsells.
• Concierge: Guest lifestyle services (dining, transport, activities) and local expertise; often partners with agents.

Front Desk Receptionist vs Administrative Assistant

Receptionists are public‑facing with heavy call/visitor flow and scheduling. Administrative assistants focus on internal support, complex calendaring, documents, and project tasks; less lobby coverage but deeper exec/team support.

Virtual Receptionist vs In-House Front Desk

Virtual services handle calls, messages, and bookings without physical presence—ideal for low walk‑in traffic or extended hours. In‑house is best where visitor management, badging, payments, or security presence is required. Many teams use hybrid models.

FAQs

Use these quick answers to address common candidate and hiring‑manager questions about front desk receptionist roles.

What does a front desk receptionist do?

They greet visitors, answer and route calls, manage appointments and meeting rooms, maintain visitor logs and badges, handle mail and basic admin tasks, and uphold security and confidentiality—all to deliver a smooth front‑of‑house experience.

What skills are essential for front desk receptionists?

Clear communication, professionalism, multitasking, basic tech literacy (email/calendars/VoIP), reliability, and discretion. Bilingual ability, de‑escalation, and system familiarity (PMS/EMR/visitor tools) are valuable pluses.

How do I write an effective front desk job description?

Use a clear title, a 2–3 sentence impact summary, 7–10 action‑verb duties, concise must‑have vs nice‑to‑have requirements, schedule/pay/benefits with EEO/ADA, and simple application steps. Tailor tools and shifts by industry.

Is front desk the same as receptionist?

Often, yes—“front desk receptionist” is the first‑contact role across industries. In hospitality, “front desk agent/clerk” is more specific to check‑ins, PMS, and guest folios. “Concierge” focuses on guest services and recommendations.

What should I pay a front desk receptionist?

Pay varies by industry and location. Many U.S. roles fall in the mid‑teens to low‑twenties per hour, with hospitality adding upsell incentives and healthcare trending higher for EMR and insurance skills. Publish a local range using market data and note shift differentials.

Downloadable Checklist: Front Desk Receptionist JD (One Page)

Use this one‑page checklist to finalize your front desk receptionist job description before you post it.

• Clear, industry‑aware job title (e.g., Medical Front Desk Receptionist)
• 2–3 sentence role summary with impact and tools (phones/VoIP, PMS/EMR, visitor systems)
• 7–10 prioritized responsibilities using action verbs
• Must‑have vs nice‑to‑have requirements separated
• Tools/systems listed (PMS/EMR/CRM, visitor management, POS)
• Schedule and coverage (evenings/weekends/holidays; on‑site)
• Physical requirements and dress code/PPE (if clinical)
• Pay range with any shift differentials or incentives
• Benefits overview (by industry norms)
• EEO/ADA boilerplate and confidentiality/privacy (HIPAA/PCI as applicable)
• Background check/vaccination or other compliance notes (where lawful)
• KPIs you’ll track (answer speed, wait times, accuracy)
• Application instructions and timeline
• Contact for accommodations and questions
• Inclusive language review (avoid biased terms; invite diverse candidates)

Use the template and variants above to publish a front desk receptionist job description that’s specific, inclusive, and ready for today’s tools and compliance standards.