Front of House Leader – Guest Experience

Second Nature Southampton; Southampton; On-site; GBP 35,000 - 46,000; Full time

Benefits offered by this job

Pension contributions

Wellbeing support

Cycle to Work

Gym access

Volunteer days (two per year)

Company Sick Pay Scheme

Job summary

Second Nature Southampton is seeking a Front of House Manager to lead the front office and shape guest experiences from arrival to departure. You will oversee reservations, guest services and the daily rhythm of the front desk while building a capable, caring team that embodies our hospitality values.

You will work with the General Manager and operations to ensure seamless check-in, smooth guest feedback loops, and a memorable stay that supports strong business performance.

Qualifications

• 3+ years in hotel front office leadership or similar hospitality management.
• Proven track record of leading and developing a team.
• Strong knowledge of hotel operations, PMS systems and guest service standards.
• Experience managing reservations, check-in and guest relations.
• Real communication and conflict-resolution skills.
• A calm, professional head under pressure, and a genuine passion for guest experience.

Responsibilities

• Recruit, train and develop your front office team so they can deliver great guest experiences, consistently.
• Set clear standards, hold your team to them, and give regular, honest feedback.
• Oversee check-in and check-out, keeping things smooth and accurate from arrival to departure.
• Handle guest requests and complaints personally when needed, solving problems in ways that build loyalty.
• Manage front office budgets and staffing schedules, balancing service with cost.
• Keep security protocols and property procedures in check.
• Look after the systems your team relies on, like the PMS, phones and key access.
• Report on performance to the General Manager, and work closely with housekeeping, maintenance and F&B.
• Cross departmental working in the F&B department when needed.

Skills

Front office leadership

Team development

Guest relations

Communication skills

Calm under pressure

Tools

PMS systems

Reservations systems

Job description

Second Nature Southampton is seeking a Front of House Manager to lead the front office and shape guest experiences from arrival to departure. You will oversee reservations, guest services and the daily rhythm of the front desk while building a capable, caring team that embodies our hospitality values.

You will work with the General Manager and operations to ensure seamless check-in, smooth guest feedback loops, and a memorable stay that supports strong business performance.