Job Description

Your day to day

Restaurant

oFollow voco F&B service sequences and standard operating procedures.
oWear uniform correctly and maintain voco grooming standards.
oAttend daily briefings, trainings, and performance reviews.
oCommunicate effectively with kitchen and service teams.
oHave thorough knowledge of all F&B standard operating procedures, service quality, product presentation, and offerings.
oUphold the restaurant's image by maintaining high standards of guest service and act as a brand ambassador for voco.
oAcknowledge and warmly welcome returning and regular guests.
oEngage guests with friendly, personalized conversation.
oOffer a buffet orientation or present menus confidently and explain dishes clearly.
oTake accurate orders, noting preferences and dietary requirements.
oPromote menu items and enhance sales through suggestive selling techniques.
oServe food and beverages with attention to timing, presentation, and quality.
oCheck back naturally to ensure satisfaction.
oResolve service issues proactively or escalate following IHG problem-resolution steps.
oComplete mise-en-place and station setup before service.
oSupport buffet service, replenishment, and guest flow.
oMaintain table settings and cleanliness to standards.
oOperate POS systems accurately.
oClean and polish assigned silverware, cutlery, glassware, and chinaware. Ensure all equipment is in proper working condition and used correctly.
oBe fully knowledgeable about all hotel facilities, services, and current offerings.
oHandle flagged reservations and special requests appropriately
oStay updated on guest arrivals, preferences, dietary needs, and departure schedules
oAnswer guest inquiries regarding hotel amenities and nearby attractions.
oAlways maintain confidentiality of guest information.
oAssist guests with any issues related to their stay, ensuring a positive experience.

Room Service

oSet up trays and trolleys according to service standards.
oAnswer room service phone calls promptly--within three (3) rings.
oProvide warm and courteous service over the phone, taking food and beverage orders using effective sales techniques.
oDeliver orders promptly to guest rooms, ensuring quality, accuracy, and a personalized touch.
oClear trays and trolleys from guest rooms and floor corridors efficiently.
oPrepare and place complimentary fruit baskets in guest rooms as required.
oHave thorough knowledge of the room service menu.
oComplete and maintain a summary sheet for each shift.
oLog complaints, delays, and guest suggestions in the room service logbook.
oProcess doorknob breakfast or meal orders by creating appropriate KOTs/Checks.
oMaintain the highest standard of courtesy and warmth when speaking with guests.

C&E

oFollow banquet event orders (BEO's) accurately.
oPerform setup and breakdown of banquet events.
oBe familiar with different set-up styles.
oBe familiar with different service styles; coffee breaks, buffets, plated meals, cocktail reception.
oPrepare mis-en-place and event setup.
oMaintain cleanliness and organization of event areas.
oExecute outdoors catering (ODC) events.

FINANCIAL RETURN

oMaintain cash float & reconcile daily
oAssure accountability for cash float issued.

RESPONSIBLE BUSINESS

oComply with and ensure adherence to all the hotel's policies and procedures
oAdhere to IHG food safety, HACCP, and local regulatory standards.
oFollow safe food handling, allergen management, and cleaning procedures.
oMaintain personal hygiene and grooming at all times.
oAttend all scheduled meetings
oPossess a thorough knowledge of operations, cashiering and telephone policies and procedures.
oReport hazards or maintenance issues immediately.
oCoordination with the following:
oFront Office for arrival, departure, VIP information, group information house count.
oHousekeeping for fresh linen, uniforms, flowers and cleanliness
oKitchen personnel for placing and pick up of guest food order.
oStewarding for supplies of silverware
oBars for beverage requisition
oStores for material requisition

PEOPLE

oOversee work performance of new Waiter/Waitress when it comes to servicing, posting to POS, audit and cash balance reporting.
oHelp train new hires on-the-job-trainees (On the Job Training) and cross-trainees in the food and beverage department.

GENERAL

oReport for duty punctually in accordance with the weekly schedule.
oCommunicate clearly and effectively with all departments to ensure seamless operations
oAttend all required meetings, training sessions, and briefings as scheduled..
oProactively identify opportunities to enhance service delivery and improve product offerings to exceed guest expectations.
oFollow safe work practices at all times and promptly report any Occupational Health and Safety concerns to the direct manager or HR Manager.
oEnsure the presentation, quality, and portioning of food and beverages consistently meet hotel standards.
oProvide comprehensive administrative support, including managing reservations, handling special orders, and processing banquet booking requests daily--including during holidays and special events.
oEnsure all client requests are handled promptly and in line with service standards
oMaintain a professional, clean, and organized work environment at all times.
oSupport guest satisfaction efforts by responding to feedback and continuously improving service
oMaintain accuracy in all tasks, including cash handling and financial transactions
oDemonstrate a high standard of personal presentation and a strong commitment to the company's core values.

PERSONAL ATTRIBUTES

Education

oBachelor Degree in Hotel and Restaurant Management or Tourism or any Formal hospitality qualifications, desirable

Qualifications & Experience

oPrior experience in a luxury hotel or upscale restaurant preferred.
oFood Safety & Hygiene certification desirable.
oGood command of English; additional languages are an advantage.

Physical & Work Requirements

oAbility to stand and walk for extended periods.
oLift and carry service equipment safely.
oWillingness to work shifts, weekends, and public holidays.

Skills & Competencies

oStrong guest engagement and communication skills.
oKnowledge of food, non-alcoholic beverages, and mocktails.
oAbility to anticipate guest needs.
oTeamwork and adaptability.
oCompetent Word, Excel, Cashiering, operate POS system and hotel PMS

Personal Attributes

o'Can do' attitude and a high level of energy
oSelf-motivated and able to manage with strong initiative
oProfessionally groomed
oAdaptable to change
oSalesmanship
oSocially confident

Performance Measures

oGuest satisfaction scores (Medallia / Guest Love).
oBrand audit and QA compliance.
oService consistency and teamwork.
oAdherence to SOPs and grooming standards.



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