SUMMARY The General Manager directs the operation of an assigned
unit by performing the dutiesoutlined below. ESSENTIAL DUTIES AND
RESPONSIBILITIES These include the following: Develop and maintain
professional functional working relationships with IHOPrestaurant
hourly employees, Corporate and Regional employees, and guests.
Implement the Craft Training program for all restaurant hourly
employees to improveunit operations and the guest experience.
Execute annual financial, local restaurant marketing, guest
service, and humanresource objectives, strategies and tactics for
assigned unit as defined by the currentStandard Operating
Procedures (SOP) and current operations plan.
Manage the restaurant floor and focus on regular contact with
guests. Maintain thefrequency of guest complaints within acceptable
limits and handle complaints in aprofessional and timely manner.
Ensure approved comment cards are in use andacted upon.
Comply with federal, state, and local regulations that are
applicable to the assigned unit.
Recruit, train and retain employees as defined by the current
SOP and operationsplan for the assigned unit. Maintain turnover
within acceptable limits. Conduct on-going coaching and administer
the restaurant hourly compensation plan. Assureperformance
appraisals and that merit increases (if applicable) are given
asscheduled. Properly document performance problems. Communicate
and enforcepolicies on 1) sexual harassment, 2) discrimination, and
3) diversity. Maintain crewmember appearance and uniform
standards.Ensure food is in compliance with SOP in the areas of
specifications, recipes,plating, and garnishes. Ensure food is
presented well and served at appropriatetemperatures, within
standard ticket times.
Ensure adequate levels of food, paper, kitchen, safety,
janitorial, uniform, linen, andmiscellaneous supplies. Set and
adhere to pars. Order food on a timely basis. Keepinventory to a
minimum with no out-of-stock items.
Ensure the proper operational condition of equipment, building
structure, andpremises according to federal regulations and SOP.
Keep appliances and equipmentwell maintained. Keep smallwares,
glassware, and china adequately stocked.Maintain the interior and
exterior appearance of the restaurant.
Ensure sanitation practices are maintained according to federal,
state, and localregulations and SOP. Ensure that food is properly
stored (labeled, dated, androtated) and proper temperatures are
maintained. Enforce and monitor a deepcleaning schedule. Train
employees on proper personal hygiene and food handling.
Develop and maintain a safety program in the restaurant that
incorporates a safetycommittee, safety meetings, and information on
the use of safety tools andprocedures. Keep the frequency of
accidents within acceptable limits.
Ensure security practices as defined by SOP. Keep the back door
of the restaurantand the doors to the office locked at all times.
Control guest checks and followproper register/cash-handling
Implement national and local marketing promotions, including the
use of the correctPoint of Purchase (POP), posters, and placemats.
Keep menus clean and in goodcondition. Use Family Friendly
promotional items as described in the marketingsection of this SOP
(refer to Marketing, p. 169).
Complete all required reports and paperwork. Handle paperwork
accurately and on a timely basis. Maintain personnel files with
appropriate employment andlegal documents.
Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES Directly supervise Assistant
Manager, Crew Chief and restaurant hourly employees atassigned
unit. Responsible for the overall direction, coordination, and
evaluation of theCompany unit. Carries out supervisory
responsibilities in accordance with the organization’spolicies and
applicable laws. Responsibilities include interviewing, hiring, and
trainingemployees; planning, assigning, and directing work;
appraising performance; rewarding anddisciplining employees;
addressing complaints and resolving problems. QUALIFICATIONS To
perform this job successfully, an individual must be able to
perform each essential dutysatisfactorily. The requirements listed
below are representative of the knowledge, skill,and/or ability
required. Reasonable accommodations may be made to enable
individualswith disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE High school diploma or general
education degree (GED) and two to four years relatedexperience
and/or training, or equivalent combination of education and
experience. LANGUAGE SKILLS Ability to speak and read English and
interpret documents such as safety rules, operatingand maintenance
instructions, and procedure manuals. Ability to write routine
reports andcorrespondence. Ability to speak effectively before
groups of guests or restaurantemployees. MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of
measure using whole numbers,common fractions, and decimals. Ability
to compute rate, ratio, and percent and to drawand interpret bar
graphs. REASONING ABILITY Ability to apply common sense
understanding to carry out instructions furnished in written,oral,
or diagram form. Ability to deal with problems involving several
concrete variables instandardized situations. CERTIFICATES,
LICENSES, REGISTRATIONS A valid Driver’s License will be necessary
to drive a car on Company business. OTHER SKILLS AND ABILITIES
Certification through assigned IHOP training courses. PHYSICAL
DEMANDS The physical demands described here are representative of
those that must be met by anemployee to successfully perform the
essential functions of this job. Reasonableaccommodations may be
made to enable individuals with disabilities to perform
While performing the duties of this job, the employee regularly
is required to stand, walk,and sit. The employee frequently is
required to use hands to finger, handle, or feel objects,tools, or
controls; reach with hands and arms; stoop, kneel, crouch, or
crawl; talk or hear;and taste or smell. The employee regularly must
lift and/or move up to 10 pounds andoccasionally lift and/or move
up to 100 pounds. Specific vision abilities required by this
jobinclude close vision and distance vision. WORK ENVIRONMENT The
work environment characteristics described here are representative
of those anemployee encounters while performing the essential
functions of this job. Reasonableaccommodations may be made to
enable individuals with disabilities to perform the essential
While performing the duties of this job, the employee regularly
is exposed to fumes orairborne particles. The employee frequently
works near moving mechanical parts and isexposed frequently to
toxic or caustic chemicals. The employee occasionally is exposed
towet and/or humid conditions, extreme cold, extreme heat, risk of
electrical shock, and riskof radiation. The noise level in the work
environment is usually moderate.
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