Host/Hostess – Front of House

About the role

The Fairmont The Norfolk hotel in Nairobi is seeking a friendly and professional Host/Hostess to be the first point of contact for guests. The role involves managing reservations, greeting and seating guests, and ensuring a smooth dining experience in a fast‑paced, upscale environment.

Key responsibilities

• Welcome guests warmly, create positive emotional connections and set the tone for their dining experience.
• Manage reservations using digital platforms, keep booking records accurate and organized.
• Coordinate with servers and front‑of‑house staff, understand point‑of‑sale operations and service protocols.
• Seat guests efficiently, optimise table assignments and monitor wait times.
• Handle guest inquiries, phone reservations, dietary restrictions and special requests, communicating clearly with kitchen staff.
• Address guest concerns or complaints promptly and professionally.
• Perform cash handling duties, including opening and closing the register during shifts.
• Maintain a tidy, well‑stocked host stand with menus and promotional materials.

Required profile

• Excellent communication and organisational abilities.
• Strong interpersonal and problem‑solving skills.
• Highly responsible, reliable and able to work under pressure in a fast‑paced environment.
• Team‑oriented with the ability to collaborate effectively.
• Focus on guest needs, remaining calm and courteous at all times.
• Willingness to go above and beyond for internal and external guests.
• Additional language proficiency is a plus.