Your day to day
Restaurant
- Follow voco F&B service sequences and standard operating procedures.
- Wear uniform correctly and maintain voco grooming standards.
- Attend daily briefings, trainings, and performance reviews.
- Communicate effectively with kitchen and service teams.
- Have thorough knowledge of all F&B standard operating procedures, service quality, product presentation, and offerings.
- Uphold the restaurant's image by maintaining high standards of guest service and act as a brand ambassador for voco.
- Acknowledge and warmly welcome returning and regular guests.
- Engage guests with friendly, personalized conversation.
- Offer a buffet orientation or present menus confidently and explain dishes clearly.
- Take accurate orders, noting preferences and dietary requirements.
- Promote menu items and enhance sales through suggestive selling techniques.
- Serve food and beverages with attention to timing, presentation, and quality.
- Check back naturally to ensure satisfaction.
- Resolve service issues proactively or escalate following IHG problem-resolution steps.
- Complete mise-en-place and station setup before service.
- Support buffet service, replenishment, and guest flow.
- Maintain table settings and cleanliness to standards.
- Operate POS systems accurately.
- Clean and polish assigned silverware, cutlery, glassware, and chinaware. Ensure all equipment is in proper working condition and used correctly.
- Be fully knowledgeable about all hotel facilities, services, and current offerings.
- Handle flagged reservations and special requests appropriately
- Stay updated on guest arrivals, preferences, dietary needs, and departure schedules
- Answer guest inquiries regarding hotel amenities and nearby attractions.
- Always maintain confidentiality of guest information.
- Assist guests with any issues related to their stay, ensuring a positive experience.
Room Service
- Set up trays and trolleys according to service standards.
- Answer room service phone calls promptlywithin three (3) rings.
- Provide warm and courteous service over the phone, taking food and beverage orders using effective sales techniques.
- Deliver orders promptly to guest rooms, ensuring quality, accuracy, and a personalized touch.
- Clear trays and trolleys from guest rooms and floor corridors efficiently.
- Prepare and place complimentary fruit baskets in guest rooms as required.
- Have thorough knowledge of the room service menu.
- Complete and maintain a summary sheet for each shift.
- Log complaints, delays, and guest suggestions in the room service logbook.
- Process doorknob breakfast or meal orders by creating appropriate KOTs/Checks.
- Maintain the highest standard of courtesy and warmth when speaking with guests.
C&E
- Follow banquet event orders (BEO's) accurately.
- Perform setup and breakdown of banquet events.
- Be familiar with different set-up styles.
- Be familiar with different service styles; coffee breaks, buffets, plated meals, cocktail reception.
- Prepare mis-en-place and event setup.
- Maintain cleanliness and organization of event areas.
- Execute outdoors catering (ODC) events.
FINANCIAL RETURN
- Maintain cash float & reconcile daily
- Assure accountability for cash float issued.
RESPONSIBLE BUSINESS
- Comply with and ensure adherence to all the hotel's policies and procedures
- Adhere to IHG food safety, HACCP, and local regulatory standards.
- Follow safe food handling, allergen management, and cleaning procedures.
- Maintain personal hygiene and grooming at all times.
- Attend all scheduled meetings
- Possess a thorough knowledge of operations, cashiering and telephone policies and procedures.
- Report hazards or maintenance issues immediately.
- Coordination with the following:
- Front Office for arrival, departure, VIP information, group information house count.
- Housekeeping for fresh linen, uniforms, flowers and cleanliness
- Kitchen personnel for placing and pick up of guest food order.
- Stewarding for supplies of silverware
- Bars for beverage requisition
- Stores for material requisition
PEOPLE
- Oversee work performance of new Waiter/Waitress when it comes to servicing, posting to POS, audit and cash balance reporting.
- Help train new hires on-the-job-trainees (On the Job Training) and cross-trainees in the food and beverage department.
GENERAL
- Report for duty punctually in accordance with the weekly schedule.
- Communicate clearly and effectively with all departments to ensure seamless operations
- Attend all required meetings, training sessions, and briefings as scheduled..
- Proactively identify opportunities to enhance service delivery and improve product offerings to exceed guest expectations.
- Follow safe work practices at all times and promptly report any Occupational Health and Safety concerns to the direct manager or HR Manager.
- Ensure the presentation, quality, and portioning of food and beverages consistently meet hotel standards.
- Provide comprehensive administrative support, including managing reservations, handling special orders, and processing banquet booking requests dailyincluding during holidays and special events.
- Ensure all client requests are handled promptly and in line with service standards
- Maintain a professional, clean, and organized work environment at all times.
- Support guest satisfaction efforts by responding to feedback and continuously improving service
- Maintain accuracy in all tasks, including cash handling and financial transactions
- Demonstrate a high standard of personal presentation and a strong commitment to the company's core values.
PERSONAL ATTRIBUTES
Education
- Bachelor Degree in Hotel and Restaurant Management or Tourism or any Formal hospitality qualifications, desirable
Qualifications & Experience
- Prior experience in a luxury hotel or upscale restaurant preferred.
- Food Safety & Hygiene certification desirable.
- Good command of English; additional languages are an advantage.
Physical & Work Requirements
- Ability to stand and walk for extended periods.
- Lift and carry service equipment safely.
- Willingness to work shifts, weekends, and public holidays.
Skills & Competencies
- Strong guest engagement and communication skills.
- Knowledge of food, non-alcoholic beverages, and mocktails.
- Ability to anticipate guest needs.
- Teamwork and adaptability.
- Competent Word, Excel, Cashiering, operate POS system and hotel PMS
Personal Attributes
- Can do attitude and a high level of energy
- Self-motivated and able to manage with strong initiative
- Professionally groomed
- Adaptable to change
- Salesmanship
- Socially confident
Performance Measures
- Guest satisfaction scores (Medallia / Guest Love).
- Brand audit and QA compliance.
- Service consistency and teamwork.
- Adherence to SOPs and grooming standards.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job We'll never know unless you hit the Apply button. Start your journey with us today.
