Guest Experience Lead

Lamington Group | B Corp™; Southampton; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Team culture

Growth opportunities

Structured onboarding

Annual leave

Family rates

Pension plan

Wellbeing support

Cycle to Work

Gym access

Job summary

Second Nature, part of Lamington Group, is seeking a Front of House Manager in Southampton to lead the front office and set the tone for every guest interaction from arrival to departure. You will combine operations with hospitality, overseeing reservations, guest services and the daily rhythm at the front desk, while developing a capable team that embodies our guest-focused values.

Collaborating with the General Manager and the wider operations team, you will ensure a seamless stay and support

Qualifications

• 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.

Responsibilities

• Recruit, train and develop your front office team to deliver great guest experiences.
• Set clear standards, hold the team to them, and provide regular feedback.
• Oversee check-in and check-out, ensuring smooth and accurate arrivals and departures.
• Handle guest requests and complaints personally to build loyalty.
• Manage front office budgets and staffing schedules, balancing service with cost.
• Ensure security protocols and property procedures are followed.
• Look after PMS, phones and key access.
• Report performance to the General Manager and coordinate with housekeeping, maintenance and F&B.
• Collaborate across departments in F&B when needed.

Skills

Front office leadership

Team development

Guest service

PMS systems

Conflict resolution

Communication

Tools

PMS system

Job description

Second Nature, part of Lamington Group, is seeking a Front of House Manager in Southampton to lead the front office and set the tone for every guest interaction from arrival to departure. You will combine operations with hospitality, overseeing reservations, guest services and the daily rhythm at the front desk, while developing a capable team that embodies our guest-focused values.

Collaborating with the General Manager and the wider operations team, you will ensure a seamless stay and support