Front of House Manager

Second Nature; Southampton; On-site; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Two paid volunteer days

Company sick pay

Pension contributions

Cycle to Work scheme

Gym access

Friends-and-family rates

One free stay

Job summary

Second Nature, part of Lamington Group, is seeking a Front of House Manager to lead the front of house, shaping guest experiences from arrival to departure. You will build how your team welcomes guests, solves problems, and creates memorable moments.

You will oversee reservations, guest services, and the daily rhythm of the front desk while collaborating with the General Manager and the wider operations team to support a great stay and 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.
• Excellent communication and conflict-resolution skills.
• Calm, professional head under pressure with a genuine passion for guest experience.

Responsibilities

• Recruit, train, and develop the front office team to deliver exceptional guest experiences.
• Set and uphold clear standards, giving regular, honest feedback.
• Oversee check-in/check-out for smooth arrivals and departures.
• Handle guest requests and complaints personally to build loyalty.
• Manage front office budgets and staffing schedules.
• Ensure security protocols and property procedures are followed.
• Maintain systems used by the team (PMS, phones, access).
• Report performance to the General Manager and collaborate with housekeeping, maintenance and F&B.

Skills

Front office leadership

Team development

Hotel operations

Reservations management

Guest relations

Communication & conflict resolution

Tools

PMS systems

Job description

WHY SECOND NATURE

Care, made daily.

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

We're looking for people whocare about the work in front of them and the people around them. If that soundslike you, keep reading.

THE ROLE

What's the role about?

You lead the front of house atSecond Nature. As Front of House Manager, you set the tone for every guestinteraction, from arrival through to departure. You shape how your teamwelcomes guests, solves problems, and creates moments they remember.

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

Your leadership matters. Theculture 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 comethrough in every interaction.

WHO YOU ARE

Five things we hire for.

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

Use Instinct.

You read a guest's mood as theyarrive and adjust your team's approach on the spot, more space for some, awarmer welcome for others. You sense when your team's under pressure and stepin before morale dips.

Own It.

The front office culture andperformance are yours. You hire people who share our values, you set thestandard, hold it consistently, and fix problems directly rather than lettingthem build up.

Include All.

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

Stay Curious.

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

Think Big.

You design a front officeexperience that sets the tone for the whole stay, so smooth that guestsremember feeling welcomed, not the process itself. You're shaping people'sfirst and last impression of Second Nature.

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

WHAT YOU'LL DO

On a good day, you might…

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

WHAT YOU'LL BRING

Experience that fits the role.

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

WHY YOU'LL LOVE WORKING HERE

What you get back.

• Team that means it. The front office runs wellwhen it's led well. This role is genuinely respected, with hands-on leaders whocheck in on your wellbeing and your growth, not just your numbers.
• Growth that's real. We build from within. Yourpath might lead to Assistant General Manager, General Manager, or wideroperational roles across the business.
• Learning, built in. Structured onboarding andhands-on support that builds your leadership and operational skills from dayone.
• Time off that respects you. More annual leavethe longer you stay, company benefits, two paid volunteer days a year, and aCompany Sick Pay Scheme.
• Stay with us, on us. Friends-and-family ratesacross our hometels and the wider group, plus one free stay on us.
• The day-to-day. Pension contributions, wellbeingsupport, 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

A note on inclusion.

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

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