General Management

General Manager

SUMMARY

The General Manager directs the operation of an assigned unit by performing the duties

outlined below.

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.

© 2013 IHOP IP, LLC. All Rights Reserved. 55

IHOP Restaurant Operating Procedures & Standards

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 a Team

Member to successfully perform the essential functions of this job. Reasonable accommodations

may be made to enable individuals with disabilities to perform the essential functions. While

performing the duties of this job, the Team Member regularly is required to stand, walk and sit. The

Team Member 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 Team

Member regularly must lift and/or move up to 10 pounds and occasionally lift and/or move up to 100

pounds. Specific vision abilities required by this job include close vision and distance vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member

encounters while performing the essential functions of this job. Reasonable accommodations may

be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Team Member regularly is exposed to fumes or airborne

particles. The Team Member frequently works near moving mechanical parts and is exposed

frequently to toxic or caustic chemicals. The Team Member occasionally is exposed to wet and/

or humid conditions, extreme cold, extreme heat, risk of electrical shock and risk of radiation. The

noise level in the work environment is usually moderate.

Requirements:

5 Years Restaurant General Management Experience Required

5 Years Experience in Breakfast Operations 

ServSafe Manager Certified

Benefits:

Vacation, Paid time off, Medical

Company Introduction

Since 1958, IHOP® has been the place where people connect over breakfast, enjoy study breaks, grab a bite before or after sporting events, and so much more. And no matter what menu items they order, there’s one ingredient that’s always constant — a smile. We’ve seen millions of smiles over the years in our restaurants, and now shared in photos across our social properties. In fact, smiles are so much a part of our culture that we changed our logo to include one.
This is just one of the many fun and exciting changes you can expect from IHOP®. Because we know the shortest distance between two people is a smile. –