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 lHOP restaurant hourly Team Members, Corporate and Regional Team Members, and guests.
Implement the IHOP 101 Traim'ng 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 wittu'n 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. Commum'cate 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 gamishes. Ensure food is presented well and served at appropriate temperatures, within standard ticket times.
Ensure adequate levels of food, paper, kitchen, safety, janiton'al, unifonn, 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 inten'or and exten'or 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 clearu'ng schedule. Train Team Members on proper personal hygiene and food handling.
' 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 Fn'endly promotional items as descn'bed in the Family Fn'endly 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
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. Cam'es out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hin'ng and training Team Members: planning. assigning. and directing work: appraising performance; rewarding and disciplining Team Members: addressing complaints and resolving problems.