ESSENTIAL DUTIES AND RESPONSIBILITIES

These include the following:

• Develop and maintain professional functional working relationships with IHOP restaurant 

hourly Team Members, Corporate and Regional Team Members, and guests.

• Implement the IHOP 101 Training program for all restaurant hourly Team Members to improve 

unit operations and the guest experience.

• Execute annual financial, local restaurant marketing, guest service, and human resource 

objectives, strategies and tactics for assigned unit as defined by the current Standard Operating 

Procedures (SOP) and current operations plan.

• Manage the restaurant floor and focus on regular contact with guests. Maintain the frequency 

of guest complaints within acceptable limits and handle complaints in a professional and 

timely manner. Ensure approved guest feedback system is in use and acted upon.

• Comply with federal, state and local regulations that are applicable to the assigned unit.

• Recruit, train and retain Team Members in accordance with the current SOP and operations 

plan for the assigned unit. Maintain turnover within acceptable limits. Conduct on-going 

coaching and administer the restaurant hourly compensation plan. Assure that performance 

appraisals and merit increases (if applicable) are given as scheduled. Properly document 

performance problems. Communicate and enforce policies on 1) sexual harassment, 2) 

discrimination, and 3) diversity. Maintain crew member 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 appropriate temperatures, within 

standard ticket times.

• Ensure adequate levels of food, paper, kitchen, safety, janitorial, uniform, linen and 

miscellaneous supplies. Set and adhere to pars. Order food on a timely basis. Keep inventory 

to a minimum with no out-of-stock items.

• Ensure the proper operational condition of equipment, building structure and premises 

according to federal, state and local regulations and SOP. Keep appliances and equipment well 

-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 local regulations 

and SOP. Ensure that food is properly stored (labeled, dated and rotated) and proper 

temperatures are maintained. Enforce and monitor a deep cleaning schedule. Train Team 

Members on proper personal hygiene and food handling.© 2013 IHOP IP, LLC. All Rights Reserved. 54

IHOP Restaurant Operating Procedures & Standards

• Develop and maintain a safety program in the restaurant that incorporates a safety committee, 

safety meetings and information on the use of safety tools and procedures. Keep the frequency 

of accidents within acceptable limits.

• Maintain a safe and secure restaurant. Keep the back door of the restaurant and the doors to 

the office locked at all times. Control guest checks and follow proper register/

cash-handling procedures.

• Implement national and local marketing promotions, including the use of the correct Point of 

Purchase (POP) materials, posters and placemats. Keep menus clean and in good condition. 

Use Family Friendly promotional items as described in the Family Friendly section of this SOP.

• Complete all required reports and paperwork. Handle paperwork accurately and on a timely 

basis. Maintain personnel files with appropriate employment and legal documents.

• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Directly supervises Assistant Manager, Crew Chief and restaurant hourly Team Members at assigned 

unit. Responsible for the overall direction, coordination and evaluation of the Company unit. Carries 

out supervisory responsibilities in accordance with the organization’s policies and applicable laws. 

Responsibilities include interviewing, hiring and training Team Members; planning, assigning, and 

directing work; appraising performance; rewarding and disciplining Team Members; addressing 

complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty 

satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability 

required. Reasonable accommodations may be made to enable individuals with disabilities to 

perform the essential functions.

EDUCATION AND/OR EXPERIENCE

High school diploma or general education degree (GED) and two to four years related experience 

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, operating 

and maintenance instructions and procedure manuals. Ability to write routine reports and 

correspondence. Ability to speak effectively before groups of guests or restaurant Team Members.

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 draw and 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 in 

standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

A valid Driver’s License will be necessary to drive a car on Company business.