Front Office Leader: Elevate Guest Experience

Lamington Group; Southampton; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Two paid volunteer days per year

Pension contributions

Cycle to Work scheme

Two paid sick leave days / Sick Pay

Job summary

Lamington Group, creator of Second Nature hometels, is seeking a Front of House Manager to lead the front office and define the guest experience from arrival to departure.

You will shape how your team welcomes guests, resolves issues, and delivers hospitality with sharp operations. You’ll work with the General Manager and operations to ensure every detail supports a great stay and a strong business.

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

Guest service

Conflict resolution

Communication

Team development

Tools

PMS systems

Job description

Lamington Group, creator of Second Nature hometels, is seeking a Front of House Manager to lead the front office and define the guest experience from arrival to departure.

You will shape how your team welcomes guests, resolves issues, and delivers hospitality with sharp operations. You’ll work with the General Manager and operations to ensure every detail supports a great stay and a strong business.