F&B Attendant

Description

Summary: This role involves providing exceptional food and beverage service across restaurant, room service, and event settings, upholding brand standards and ensuring guest satisfaction through personalized interactions and efficient operations. Highlights: 1. Uphold high standards of guest service and act as a brand ambassador. 2. Engage guests with friendly, personalized conversation and attention to detail. 3. Support diverse service environments: restaurant, room service, and events. **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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