Restaurant Operations Manager

Job Summary

The General Manager is responsible for directing the operation of an assigned IHOP unit by performing the duties outlined below.

Key Responsibilities

• Develop and maintain professional functional working relationships with IHOP restaurant hourly employees, Corporate and Regional employees, and guests.
• Implement the Craft Training program for all restaurant hourly employees 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 comment cards are in use and acted upon.
• Comply with federal, state, and local regulations that are applicable to the assigned unit.
• Recruit, train, and retain employees as defined by 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 performance appraisals and that 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 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 employees 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.
• Ensure security practices as defined by SOP. 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), posters, and placemats. Keep menus clean and in good condition. Use Family Friendly promotional items as described in the marketing section of this SOP (refer to Marketing, p. 169).
• 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 supervise Assistant Manager, Crew Chief, and restaurant hourly employees 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 employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; 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 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

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 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 regularly is required to stand, walk, and sit. The employee 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 employee 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 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 regularly is exposed to fumes or airborne particles. The employee frequently works near moving mechanical parts and is exposed frequently to toxic or caustic chemicals. The employee 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.