Host - London

WHY SECOND NATURE

Care, made daily. Second Nature is part of Lamington Group. Hometel is a term created and owned by Lamington Group. We design and operate hometels, combining practicality with feeling. It responds to how people actually travel and live. We also recognise the importance of the sense of being properly looked after. A team that pays attention to what guests actually need, not what a script tells us they should. We are looking for people who care about the work in front of them and the people around them.

THE ROLE

You are a Host at Second Nature. That means you are the first face, the warm welcome, the person every guest sees when they arrive. You set the tone for their entire stay. You greet guests with genuine warmth, handle their needs with calm professionalism, and connect them to what they need. You're part of a team that takes pride in hospitality. You notice what guests need before they ask, remember their preferences, and go beyond the expected to make them feel at home. Your work is visible and important. The way you welcome a guest directly shapes how they feel about Second Nature. You represent our values with every interaction. You're reliable, friendly, and genuinely interested in making people's stays special.

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 read like you on a good day, this is your kind of place.

• Use Instinct. You read what's needed and act on it. You back human judgement, the unmet need, the early signal, the moment of hesitation, with care.
• Own It. You finish what you start. You are honest about what works and what doesn't. The thing you spotted is yours until it's fixed.
• Include All. You build trust quickly with guests, colleagues and partners. You are open, real, and you treat the team like a team.
• Stay Curious. You ask why. You keep learning the building, the systems, the neighbourhood. You'd rather know how something works than fake it.
• Think Big. You reject 'good enough'. You spot patterns and bring better ideas, even when the small fix would do.

WHAT YOU'LL DO

On a good day, you might:

• Welcome guests at check-in and check-out, learn names, answer questions, and make people feel at home from the first hello.
• Keep guest conversations moving, reply quickly to messages, whether it's a HiJiffy request for extra towels or a question about local restaurants.
• Share local knowledge, recommend neighbourhood spots, events, and places guests might not discover on their own.
• Spot needs before guests ask, notice a family that needs extra space for luggage or offer help when someone looks unsure.
• Handle guest concerns calmly, listen, take ownership, and work towards a fair solution instead of passing problems on.
• Keep the team in the loop, flag special requests, maintenance issues, or feedback so everyone knows what matters today.
• Keep the front desk running smoothly, answer calls quickly, manage guest details accurately, and make sure the space feels welcoming and organised.

WHAT YOU'LL BRING

Experience that fits the role:

• 1 year of experience in hospitality, customer service, or another guest-facing role where creating a great experience was part of the job.
• Experience working in a hotel, guesthouse, serviced accommodation, or similar environment, with confidence handling guest interactions from arrival through to departure.
• A proven ability to create positive guest experiences, building rapport, solving problems, and making people feel genuinely looked after.
• Comfortable with everyday admin tasks, handling phone enquiries, and keeping guest information accurate and organised.
• Warm, naturally friendly, and a strong listener, someone who remembers names, notices details, and helps guests feel recognised rather than processed.
• Calm under pressure, proactive by nature, and willing to take initiative when guests need support or situations need quick action.
• Experience with PMS check-in/check-out systems, billing processes, OTA platforms (Booking.com, Expedia, etc.), guest messaging tools or upsell platforms such as Revinate.

WHY YOU'LL LOVE WORKING HERE

A team that means it. You'll work alongside leaders who are present, supportive, and part of the day-to-day operation, not just names on an organisation chart. Regular check-ins focus on your development, ideas, and where you want to go next.

Growth that's real. We believe in promoting from within. Whether your path is Guest Host to Senior Host, Front of House Supervisor, or into wider operational roles across the business, we create opportunities for people who want to grow.

Learning, built in. You'll receive structured onboarding and hands-on training that helps you build confidence from day one. You'll also gain exposure across departments, systems, and guest experience skills that strengthen your career long term.

Time off that respects you. We know life exists outside of work. Additional annual leave that grows with length of service, company benefits, two paid volunteer days each year, and a Company Sick Pay Scheme, in addition to time to recharge. All part of creating a sustainable working environment.

Stay with us, on us. Access friends-and-family rates across our hometels and wider group properties. Experience the spaces you help create and see the brand through a guest's eyes. And have one free stay, on us!

Competitive benefits package including pension contributions, team support, wellbeing initiatives, Cycle to work scheme and use of gym facilities in our hotels, and the everyday essentials that help make work feel rewarding, not just routine.

HOW IT WORKS

Our hiring process. We try to keep it short, honest, and human.

• Apply. Send us your CV and a few lines on why this role caught your eye. A formal cover letter is not required, we'd rather hear you.
• First conversation. A 30-minute call with the hiring manager. We talk about the role, the team, and you.
• On-site visit. Meet the team. See the building. We want you to know what you're signing up for before you say yes.
• Offer. If it's a fit on both sides, we move quickly.

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 Lamington Group are an equal opportunities employer. We hire based 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.

READY? Apply now.