The hotel is an object whose purpose is to provide guests with useful and efficient services and a pleasant stay. Guests of the hotel anticipate the hospitality and the various amenities that hotel management needs to ensure to provide complete satisfaction. To achieve set goals of the hotel and high competitiveness of the hotel on the market, marketing department should do their job well, while management needs to ensure the quality of service offered to customers and the application of standards. Features that characterize the reception department of a high-quality hotel are young and highly educated staff, a developed modern information system, continuous insistence on quality and other factors. One of the most important departments in each hotel is the reception department. This is the department that leaves the first and last impression on the guest during the stay at the hotel and it is the location where guests are addressing hotel staff if they need any information or services during their stay. Therefore, the reception department needs to work well with other hotel departments to ensure good overall performance of the hotel. This paper deals with the general hotel organization, the organization of the reception department and the organization of reception department of Hotel "Palace" in Zagreb.