Job Description

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 promptly—within 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.

What we need from you

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 daily—including 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.