Food and Beverage Attendant

Role Overview

Food and Beverage Attendant at IHG Hotels and Resorts, based at voco® Doha West Bay Suites.

Role Purpose

Deliver outstanding food and beverage service and memorable guest experiences while upholding voco® service standards, characterized by distinct character, warm human connection, and relaxed yet premium service delivery across restaurant, room service, and conference and events operations.

Key Responsibilities

Restaurant Service

• Follow voco® food and beverage 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.
• Maintain thorough knowledge of all food and beverage 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 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.
• Maintain 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 kitchen order tickets and checks.
• Maintain the highest standard of courtesy and warmth when speaking with guests.

Conferences & Events

• Follow banquet event orders accurately.
• Perform setup and breakdown of banquet events.
• Be familiar with different setup styles.
• Be familiar with different service styles including coffee breaks, buffets, plated meals, and cocktail receptions.
• Prepare mise-en-place and event setup.
• Maintain cleanliness and organization of event areas.
• Execute outdoor catering events.

Qualifications & Experience

• Bachelor degree in Hotel and Restaurant Management, Tourism, or formal hospitality qualifications desirable.
• Prior experience in a luxury hotel or upscale restaurant preferred.
• Food Safety and Hygiene certification desirable.
• Good command of English; additional languages are an advantage.

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 in Word, Excel, cashiering, POS system operation, and hotel property management systems.
• Can-do attitude and high level of energy.
• Self-motivated and able to manage with strong initiative.
• Professionally groomed.
• Adaptable to change.
• Salesmanship.
• Socially confident.

Additional Information

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.

Performance Measures

• Guest satisfaction scores via Medallia and Guest Love platforms.
• Brand audit and quality assurance compliance.
• Service consistency and teamwork.
• Adherence to standard operating procedures and grooming standards.