Host/Hostess

About the Company

Established in 1904 at the core of Nairobi, Fairmont The Norfolk is a landmark blending timeless elegance with modern luxury. Surrounded by lush tropical gardens, it offers 125 elegantly furnished rooms and suites that balance comfort with rich historical charm. The hotel has been a preferred venue for distinguished guests and travelers seeking refined hospitality paired with Nairobi’s lively culture and attractions. Offering award-winning dining, a heated outdoor pool, wellness amenities, and curated local experiences, the hotel strives for sustainability and excellence, promising memorable stays that honor its heritage.

Position Summary

The Host/Hostess acts as the initial contact point for guests, delivering exceptional service while coordinating smoothly with the front-of-house and kitchen teams. This role manages reservations efficiently, maximizes seating arrangements, and ensures an outstanding dining experience for all guests.

Key Responsibilities

• Warmly welcome guests and create positive first impressions that set the ambiance for their dining.
• Maintain thorough understanding of all food and beverage options, operational guidelines, and quality standards for each outlet.
• Handle digital reservation systems to keep accurate booking records.
• Work collaboratively with service staff and understand POS systems and service procedures.
• Promptly seat guests, strategically allocate tables to maximize capacity and satisfaction.
• Monitor guest flow and waiting times, providing timely updates to both guests and staff.
• Professionally manage guest inquiries and telephone reservations.
• Convey dietary needs, special requests, and menu details effectively between guests and kitchen staff.
• Resolve guest complaints with empathy aiming for quick and satisfactory outcomes.
• Carry out responsible cash management duties including operating the cash register at shift start and end.
• Follow all health, safety, sanitation, and food handling standards.
• Keep the host area systematically organized and stocked with menus, reservation materials, and promotions.
• Partner with management and team members to maintain smooth dining operations during all service periods.

Candidate Qualifications

• Outstanding communication and organizational capabilities.
• Strong interpersonal skills paired with effective problem-solving abilities.
• Dependable and highly responsible work ethic.
• Capability to perform effectively under pressure in a dynamic environment.
• Team-player attitude fostering cooperation and collaboration.
• Consistently attentive to guest needs with composure and courtesy.
• Willingness to exceed expectations for guests and colleagues alike.
• Additional language skills considered an advantage.

Additional Information

• The role involves frequent standing and walking throughout the shift.