Host/Hostess

Company Description

Nestled in the heart of Nairobi since 1904, Fairmont The Norfolk is one of the city’s most iconic landmarks, where timeless elegance meets modern luxury. Set within serene tropical gardens, the hotel features 125 beautifully appointed rooms and suites designed to offer exceptional comfort while preserving its rich heritage. Over the decades, it has welcomed distinguished guests, global leaders, and travelers seeking refined hospitality in a setting that reflects Nairobi’s vibrant history. With award-winning dining, a heated outdoor pool, wellness facilities, and curated local experiences, the hotel offers guests both relaxation and a gateway to explore the city’s culture and nearby attractions. Committed to sustainability and excellence, Fairmont The Norfolk continues to blend historic charm with contemporary sophistication, creating memorable experiences for generations of visitors.

Job Description

The Host/Hostess is responsible for delivering exceptional guest experiences through professional service, operational excellence, and seamless coordination with front-of-house and kitchen staff. This position serves as the first point of contact for guests and plays a critical role in managing reservations, optimizing seating capacity, and ensuring guest satisfaction throughout service.

Responsibilities include:

• Deliver a professional and engaging welcome to all guests, creating positive emotional connections and setting the tone for their dining experience
• Maintain comprehensive knowledge of food and beverage offerings, operational procedures, and quality assurance standards across all outlets
• Execute reservation management through digital platforms, maintaining accurate and organized booking records
• Coordinate seamlessly with servers and front-of-house staff, understanding point-of-sale operations and service protocols
• Greet and seat guests promptly, strategically managing table assignments to optimize seating capacity and guest experience
• Monitor wait times and guest flow during service periods, providing timely updates to both guests and staff
• Handle guest inquiries and phone reservations with professionalism and accuracy
• Communicate dietary restrictions, special requests, and menu information to kitchen staff and guests in a clear and informative manner
• Address guest concerns and complaints with empathy and professionalism, working toward prompt resolution and satisfaction
• Execute responsible cash handling procedures, including opening and closing the cash register during assigned shifts
• Adhere to all safety, sanitation, and food handling policies and procedures
• Maintain an organized and well-stocked host stand, ensuring menus, reservation materials, and promotional items are readily accessible
• Collaborate with management and service staff to ensure smooth operations during peak and off-peak service periods

Qualifications

• Excellent communication and organizational skills. 
• Strong interpersonal and problem solving abilities. 
• Highly responsible & reliable. 
• Ability to work well under pressure in a fast paced environment.
• Ability to work cohesively as part of a team. 
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to go above and beyond for internal and external guests.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Strong interpersonal and problem solving abilities.
• Ability to work well under pressure in a fast paced environment.
• Ability to work cohesively and collaboratively as part of a team.
• Other language a plus.

Additional Information

Physical Aspects of Position (include but are not limited to):

• Frequent standing and walking throughout shift