Host/Hostess – Guest Experience Specialist

About the role

The Host/Hostess is the first point of contact for guests at Fairmont Hotels & Resorts in Nairobi, delivering exceptional service and managing the flow of diners throughout the restaurant. This role combines guest interaction, reservation handling, and coordination with front‑of‑house and kitchen teams to ensure a seamless dining experience.

Key responsibilities

• Welcome guests warmly, creating positive emotional connections and setting the tone for their visit.
• Manage reservations using digital platforms, keeping booking records accurate and up‑to‑date.
• Seat guests efficiently, optimizing table assignments to maximize seating capacity and guest satisfaction.
• Monitor wait times and guest flow, providing timely updates to both guests and staff.
• Communicate dietary restrictions, special requests, and menu information clearly to the kitchen and guests.
• Handle guest inquiries and phone reservations with professionalism and accuracy.
• Address guest concerns and complaints empathetically, working toward prompt resolution.
• Perform cash‑handling duties, including opening and closing the register during assigned shifts.
• Maintain an organized host stand with menus, reservation materials, and promotional items readily available.
• Collaborate with servers, managers, and kitchen staff to ensure smooth operations during peak periods.

Required profile

• Excellent communication and organizational abilities.
• Strong interpersonal and problem‑solving skills.
• Highly responsible, reliable, and able to work under pressure in a fast‑paced environment.
• Team‑oriented mindset with the ability to collaborate effectively.
• Ability to remain calm, courteous, and focused on guest needs at all times.