Natasha Grace is convinced Santa is real. She has said it herself. “He’s real, man. He gave me gifts until I was 16.”
That’s how the General Manager of Four Points by Sheraton Nairobi Airport has always been, forever wearing the look of a true believer. It is a shame, then, that she will be working this Christmas, “the first time in 15 years”.
It is true what they say: like honeymoon periods, gifts from Santa, and knees that fully cooperate, all good things come to an end, including a non-working Christmas.
Still, Grace refuses to walk around with an amputated spirit. This weekend, she says, will be her Christmas-come-early. She plans to switch off work emails and disappear – God knows where. That, she says, is her prosthetic: living in the present. You could even call it her gift.
It almost feels inevitable that she ended up in hospitality, though she once came close to following her father into the police force. As Daddy’s favourite child, the choice was between a major in criminal justice or hospitality management. It was not much of a choice, really. She graduated with both.
“The best decision I ever made,” she says.
Somewhere in the sky, Santa nods. Ho, ho, ho.
What’s the most un-hotel-GM thing about you?
I don’t sit in the office. I get my hands dirty. If there’s a problem in housekeeping, I’ll turn beds. If there’s an issue at the front office, say, a refund, I’ll train that person on how to do it.
You can’t preach standards if you don’t understand how they work. I might give you a policy, but I need to see whether it actually works.
What’s your hospitality superpower?
I’m a people person. I work very well with the younger generation, they’re the ones we’re working with, and despite my age, I need to blend in with the team.
I’m also a good problem solver. I have a personal rule: I try to greet at least 100 people every day.
By hand?
No, no, no. In hospitality, I’m trained to say, ‘Good morning, how are you? How was your night?’and then keep quiet. Guests will tell you everything: how they checked in, who they didn’t like, what didn’t work. It helps me find out whether they were handled well.
An airport hotel is not typical – we run 24 hours. We joke that we recycle the building.
How do you stop greetings from sounding like elevator music?
It’s about conversation. I might ask if you’ve settled in, or how dinner was. You have to create a mood. Sometimes guests won’t respond, they’ve just woken up, or they’re having a bad day.
But I’m also counting numbers. If I don’t hit 100 greetings, my job isn’t complete. I’ll keep looking for that 100.
How do you create warmth during the holidays, especially when this is someone’s first or last stop?
First impressions matter. We’ve done cake mixing as part of the festive season and invited guests to join in – mixing fruits, nuts, whisky, wine, and letting it mature until the 20th or 22nd.
We also decorate the building. At the airport, you have to make it fun. We’re not in the city centre, where there’s a lot to see.
What do you remember most about Christmas growing up?
Santa. I still believe in Santa. Let me tell you, on the fifth floor, I even have Santa with gifts. I’m very passionate about him. And yes, I got gifts until I was 16.
From Santa or from dad?
Santa. Don’t spoil it for me. He’s real, man. Imagine sleeping and waking up to gifts. That has to be Santa.
Most memorable Christmas gift?
A BMX bicycle. BMXs were everything back then. I fell on my head, but it was still one of the best seasons of my life. I look forward to Christmas every year.
Four Points by Sheraton Nairobi Airport GM Natasha Grace won the General Manager of the Year at the CEO Destination Awards 2025.
Photo credit: Lucy Wanjiru | Nation Media Group
Do you try to recreate your childhood Christmas for others?
Absolutely. I don’t say it out loud, but you see it in the details. We even have a manger – Jesus, animals, the whole scene. You recreate what lives in your mind and share it with guests. They appreciate that.
What’s the most Kenyan Christmas thing you do?
I go upcountry. The whole clan gathers. You slaughter goats, eat kienyeji food, mutura [chuckles].
I’m very big on tradition. That’s one reason I came back to the country, to give my child the same cultural grounding.
Do you have a ritual with your child?
Yes. He doesn’t sleep until he sees me. So, I must be home by 9pm [chuckles]. And before he sleeps, we pray.
What feelings come up when you think of Christmas past?
Happiness. My late father is my role model. Parents sacrificed a lot for us. I’m living proof. He gave us everything, even when he had nothing left.
Did it pay off? Absolutely. I want to do the same for my son.
Are you an only child?
No, I have other siblings. I’m the second born, imagine. I have a brother and two other sisters. But I was daddy’s favourite. No doubt.
Growing up, how did you know the holidays had started?
The Christmas tree would appear overnight. We thought trees grew while we slept. By December 1, everything was decorated. I’ve carried that tradition into my home, from the wreath at the door. If something worked for you as a child, you want the same for your child.
What would the younger Natasha remind the older Natasha about the festivities that you might have forgotten?
Dates matter. Santa, of course – but also not skipping important dates. One of the cultures we have in this building is celebrating staff birthdays.
They’re posted on pinboards in every department, and one of my key jobs is to count how many birthdays we have. I make it a point to be the first to say ‘happy birthday’. Dates are important, and how you grew up celebrating them shapes how you lead your team.
25 years in hospitality, what's your top lesson?
Be fierce. Believe in yourself. Confidence takes you places, even when you’re wrong. Don’t walk into a room and be forgotten.
What’s your biggest challenge?
Balance. One side always suffers. The key is how you make up for it. I clock out at 8pm, go home, and start my second shift. I iron for my son and my partner. This weekend, I’m shutting down. I need to stop being a GM and be a mother.
What’s been this year’s most unexpected gift?
Winning General Manager of the Year at the CEO Destination Awards 2025. We don’t get many thank-yous in hospitality. Recognition matters.
What are you leaving behind in 2025?
Poor work-life balance.
How are you stepping into 2026?
With fear, in a good way. It pushes me. My son is about to finish high school and I am panicking, big time, because I don’t believe in children leaving their parents.
We have much more coming and because 2025 was one of our best years here, my budget is higher. Fear of the unknown keeps me sharp.
Final question: what gift would you give Santa?
A hug. And a bigger sleigh, so he can reach more homes.
