F&B Attendant

About This Role

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.

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