Host/Hostess

Host/Hostess

The Fairmont Norfolk is a historic hotel in Nairobi, Kenya and is owned by the luxury hotel chain, Fairmont Hotels and Resorts. The hotel has 170 rooms, 4 restaurants, and consists of 5 main blocks, each ranging from 1 to 2 stories high. The hotel has a signature Tudor style of architecture that has been maintained since its original construction.

Job Type: Full Time Qualification: BA/BSc/HND

Experience

• Location: Nairobi

• Job Field: Food, Beverage and Hospitality

• 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
• 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

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

• Frequent standing and walking throughout shift

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