Job Description
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 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
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.
