General Manager

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 procedures.
• 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 theessential functions.

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 functions.

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.