Front of House Manager

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

WHY SECOND NATURE

Care, made daily.

Second Nature is part of Lamington Group. Hometel is a word Lamington Group created and owns. We design and run hometels, places that are practical but still feel good to stay in, built around how people actually travel and live. Feeling properly looked after matters too, so our teams pay attention to what guests actually need, not what a script tells them to do.

We're looking for people who care about the work in front of them and the people around them. If that sounds like you, keep reading.

THE ROLE

What's the role about?

You lead the front of house at Second Nature. As Front of House Manager, you set the tone for every guest interaction, from arrival through to departure. You shape how your team welcomes guests, solves problems, and creates moments they remember.

You combine sharp operations with genuine hospitality. You oversee reservations, guest services, and the daily rhythm of the front desk, while building a team that's confident, capable and genuinely cares. You work closely with the General Manager and the wider operations team, making sure every detail, from check-in to guest feedback, supports both a great stay and a strong business.

Your leadership matters. The culture you build in the front office runs through the whole guest experience. You make decisions, train your team, and make sure Second Nature's values come through in every interaction.

WHO YOU ARE

Five things we hire for.

These are the Second Nature values. We use them across every role in the Group, from Maintenance to Front of House to the kitchens. If three or more of these sound like you on a good day, this is your kind of place.

Use Instinct.

You read a guest's mood as they arrive and adjust your team's approach on the spot, more space for some, a warmer welcome for others. You sense when your team's under pressure and step in before morale dips.

Own It.

The front office culture and performance are yours. You hire people who share our values, you set the standard, hold it consistently, and fix problems directly rather than letting them build up.

Include All.

You build a team where your newest receptionist feels as valued as your assistant manager. You're genuinely interested in their development, you make space for their voice, and they trust you because you're real.

Stay Curious.

You track guest feedback closely and ask why. You try new approaches to check-in and new systems, but you don't change things so often that it confuses guests. Steady improvement, not constant change.

Think Big.

You design a front office experience that sets the tone for the whole stay, so smooth that guests remember feeling welcomed, not the process itself. You're shaping people's first and last impression of Second Nature.

We don't hire for a big name on your CV. We hire for how you lead.

WHAT YOU'LL DO

• 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.

WHAT YOU'LL BRING

• 3+ years in hotel front office leadership or similar hospitality management.
• A 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.

WHY YOU'LL LOVE WORKING HERE

• Team that means it. The front office runs well when it's led well. This role is genuinely respected, with hands-on leaders who check in on your wellbeing and your growth, not just your numbers.
• Growth that's real. We build from within. Your path might lead to Assistant General Manager, General Manager, or wider operational roles across the business.
• Learning, built in. Structured onboarding and hands-on support that builds your leadership and operational skills from day one.
• Time off that respects you. More annual leave the longer you stay, company benefits, two paid volunteer days a year, and a Company Sick Pay Scheme.
• Stay with us, on us. Friends-and-family rates across our hometels and the wider group, plus one free stay on us.
• The day-to-day. Pension contributions, wellbeing support, a Cycle to Work scheme, and gym access at our properties.

WE CLOSE THE LOOP

Every applicant hears back from us, yes or no. We don't ghost.

FOR EVERYONE

Second Nature and Lamington Group are equal opportunities employers. We hire on attitude and ability. We welcome applications from every background, regardless of age, race, ethnicity, gender, sexual orientation, disability, religion or belief.

If you need any adjustments to take part in our hiring process, tell us when you apply. We'll work with you.

Compensation: To be discussed