Host / Hostess / Cashier

The job descriptions have been created and utilized from International House of Pancakes, Inc. (IHOP Corporation) Standard Operating Procedures and utilized by this franchise organization.

• All references to “The Company” refer(s) to the independent Franchise Corporation.

Summary

As a Host or Hostess, you will be responsible for greeting guests and seating them promptly, cheerfully and courteously. Duties of this position include, seating guests, answering the phone, taking, entering and packaging To-Go orders. A qualified applicant must have good communication skills, able to lift 25-50 pounds, stand for up to 8 hours, occasionally use motion which entails pushing, pulling, stretching and continuous bilateral use of fingers and wrists. The above is not an all-inclusive job description.

Essential Duties and Responsibilities including the following:

• Greet customers timely as they enter the restaurant, escort, and seat them as soon as a table/booth is available.
• Opens door for guests arriving and departing.
• Accommodate any special needs of guests, i.e., boosters, highchairs, disabilities.
• Process To-Go and Delivery Orders
• Providing menu recommendations and additional information.
• Upselling additional products when appropriate.
• Taking orders using software, order slips, or by memorization.
• Communicating order details to the kitchen staff.
• Delivering food and beverages in a timely fashion to outside guests.
• Delivering checks and collecting bill payments.
• Clear, clean, manicure, re-set tables, clean chairs, booths, and floors.
• Providing exceptional customer experience.
• Develop and maintain professional and functional working relationships with IHOP employees and customers.
• Perform Food Safety Evaluations (FSE), LTO Training, A/B Status, Operations Excellence (OE), Health Department Inspections (HDI) per the IHOP SOP.
• Execute the Guest Relations for NGC – Normalized Guest Complaints Index per the IHOP SOP to ensure the quality guest experience.
• Handle guest complaints in a timely manner, inquire about the quality of the dining experience, thank customers and invite them to return.
• Handle cash in an accurate and responsible manner.
• Answer the telephone, take messages, and take and complete “To-Go”/Curbside orders.
• Maintain guest checks, voids, and discounts.
• Maintain a waiting list, if necessary.
• Rotate station seating to ensure the quality of guest service. If applicable, make floor chart.
• Check restrooms hourly to ensure proper stock levels and cleanliness.
• Perform all cleaning duties according to posted cleaning charts.
• Comply with IHOP uniform and appearance standards per the IHOP SOP guidelines.
• Perform other assignments or tasks as assigned by the General Manager, Assistant Manager, or acting supervisor.

Work Environment

The work environment characteristics described here are representative to those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prior experience as a host is a plus.
• Must showcase teamwork and communication skills.
• Must be able to handle money transactions responsibly.
• Must be able to multitask and act quickly.
• Must be flexible and ready to work in shifts.
• Must be a team player.

Qualifications

To provide 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

• No prior experience or training is required.

Language Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to read and speak English well enough to understand guest checks, communicate with customers, and read instructions, warning and safety labels.

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

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.

Other Skills and Abilities

• IHOP training course work as assigned.

Physical Demands

The physical demands described here are representative of those that must be met by an employee 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 employee is regularly required to stand, walk, talk, and hear. The employee is required to frequently use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or moved up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision.