General Manager

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

Essential Duties and Responsibilities:

• Develop and maintain professional functional working relationships with IHOP restaurant hourly Team Members, Corporate and Regional Team Members, and guests.
• Implement 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 guest. 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 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 the 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 the SOP. Keep appliances and equipment well maintained. Keep smallwares, glassware and china adequately stocked. Maintain the interior and exterior appearance of the restaurant.
• Ensure safety and 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 hygene 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 Friendly promotional items as described in the Family Friendly section of the SOP.
• Complete all required reports and paperwork. Handle paperwork accurately and on a timely basis. Maintain personal files with appropriate employment and legal documents.
• Perform other duties a assigned.