Front Office Leader: Guest Experience & Team Growth

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

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.