Assistant Manager/Crew Chief/ Shift Manager

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

Directs the operation of an assigned unit by performing the following duties.

Essential Duties and Responsibilities including the following:

• Assist in the achievement of budgeted sales and profit.
• Develop and maintain professional functional working relationships with IHOP craft employees, corporate and region employees, and customers.
• Conduct operations training for craft employees designed to improve unit operations and the guest experience.
• 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.
• Execute annual financial, local restaurant marketing, customer service, and human resource objectives, strategies and tactics for unit, as defined by the current Standard Operating Procedures (SOP) and current operations plan.
• Manage the restaurant floor such that the focus is placed on regular contact with restaurant customers. Maintain the frequency of customer complaints within acceptable limits and handle complaints in a professional, understanding, and timely manner. Ensure comment cards are in use with your store number and address located at the bottom and acted upon. Do your figure 8’s.
• Comply with Federal, State, and local regulations which are applicable to the unit.
• Assist in the recruitment, Dine Academy training, coaching and/or corrective action, and retention as defined by the current SOP and operations plan for the unit. Properly document performance problems. Communicate and enforce policies on discrimination and sexual harassment. Maintain crew member appearance and uniform standards.
• Ensure food is in compliance with the SOP in areas of recipes, plating, and garnishes. Ensure food is presented well, served at appropriate temperatures and within standard ticket times.
• Ensure adequate levels of food, paper, kitchen, safety, janitorial, uniform, linen, and miscellaneous supplies.
• Ensure the proper operational condition of equipment, building structure, and premises according to regulations and SOP. Maintain the interior and exterior appearance of the restaurant.
• Ensure sanitation practices are maintained according to OSHA, Federal, State, and local regulations, and SOP. Ensure that food is properly stored (labeled, dated, rotated) and proper temperatures are maintained. Monitor a deep cleaning schedule. Train employees on proper personal hygiene and food handling.
• Ensure safety and security practices as defined by SOP. Keep the frequency of accidents within acceptable limits.
• Ensure safety and sanitation practices as defined by the IHOP SOP. Keep the back door of the restaurant as well as the doors to the office, and storerooms locked at all times. Walk-in freezer, walk-in cooler locked at night. Control guest checks and follow proper computer/register/cash handling procedures.
• Ensure national and local restaurant promotions. Including the use of the correct POP, posters, and placemats. Keep menus clean and in good condition.
• Complete all required reports and paperwork. Handle paperwork accurately and on a timely basis. Maintain timecards, human resources, personnel files with employment, legal, and all other required documents.
• Perform other duties or tasks as assigned.

Supervisory Responsibilities

Directly supervise craft employees at unit. Assists General Manager with overall direction, coordination, and evaluation of the unit; Carries out supervisory responsibilities in accordance with the organizations policies, SOP, and applicable laws. Responsibilities include: Interviewing, some hiring, termination, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; customer satisfaction, addressing complaints, and solving problems. Keeps the General Manager informed.

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

• High School Diploma or General Education Degree (GED); and one to four years related experience and/or training; or equivalent education and experience.

Language Skills

• Ability to speak and read English, and interpret documents such as, but not limited to: safety rules, operating and maintenance instructions, and procedural manuals. Ability to write routine reports and correspondence. Ability to read routine reports, correspondence, and memos. Ability to speak effectively before groups of customers or restaurant employees.

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.

Certificates, Licenses, Registrations – Other Skills and Abilities

• A valid driver’s license. Proof of automobile insurance. Certification through assigned IHOP training courses. All local, State, and Federal required permits or licenses.

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, sit, and hear. The employee is required to frequently 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 must regularly lift and/or moved up to 25 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 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.

While performing the duties of this job, the employee is regularly exposed to fumes or airborne particles. The employee frequently works near moving parts and is frequently exposed to toxic or caustic chemicals. The employee is occasionally 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. Employees must be at least 18 years old to operate kitchen equipment.