General Manager

Job Description

Job Description

Description:

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

The IHOP General Manager reports directly to their designated DM consultant. The manager directly supervises IHOP restaurant's employees as well as other managers and crew chiefs. Their primary responsibilities include managing operations in the front and back of the house with a high concentration on profitability and sales growth, while constantly maintaining IHOP's standards of quality and service.

Essential Duties and Responsibilities including the following:

• Executing annual financial, local restaurant marketing, guest service, and human resource objectives, strategies and tactics for the restaurant as defined by the current IHOP Standard Operating Procedures (SOP), training, assessments, and the restaurant's current operations plan. 
• Managing all areas to achieve consistent sales growth while meeting or exceeding company goals in all areas for positive profit and loss categories.
• Completing job responsibilities and performance objectives in a timely and effective manner and in accordance with company policies and procedures and SOP.
• Developing and maintaining professional functional working relationship with restaurant hourly employees while maintaining staff support, and the franchisee organization.
• Ensuring that the unit is properly staffed for all time periods, maintaining at a level focusing on overall guest satisfaction for the goal of increasing sales while managing labor costs.
• Managing the restaurant floor, focusing on regular contact with guests. Handling guest complaints in a professional and timely manner, making sure that the frequency of complaints is within acceptable limits.
• Managing operations of restaurant, which includes daily decision making, proper scheduling and planning, including awareness of local events.
• Ensuring that employee recruitment and training by utilizing all tools, resources, and technology, including the IHOP training program.
• Ensuring operations, food preparation, food safety and sanitation, and security practices are in compliance with federal, state, local, and IHOP SOP in all areas. 
• Maintaining high levels of cleanliness.
• Complying with supervisory duties such as recruitment and hiring, training, directing workflow, appraising performance, rewarding and disciplining employees, and resolving complaints and conflicts.
• Preparing and completing all required reports and paperwork accurately and timely.
• Working with vendors, legal and professional, and consultants as trained and directed.
• Maintaining all personnel files with appropriate employment and legal documents.
• Performing line checks in the galley/passbar throughout the shift to ensure safety and sanitation, proper food preparation and temperatures, cleanliness and organization.
• Identifying operational opportunities; discuss with designated consultant and implement plans to address opportunities.
• Ensuring a safe working and guest environment. Promptly reporting the designated consultant/professional of any guest or employee accident or injury event.
• Ensuring proper company security procedures are consistently executed, including any security system, securing entry/exit, storeroom, freezer and office.
• Promptly reporting to designated consultant of all unit issues. Taking prompt corrective action as trained and advising alternative courses of action.
• Flexibility and availability to work nights, weekends, and holidays. High school diploma or equivalent experience
• 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; and ability to speak effectively before groups of employees and guests.
• Basic computer skills including Email, MS Excel, MS Word 

Supervisory Responsibilities

Directly supervise Assistant Manager(s), acting supervisors, and craft employees; Responsible for the 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, hiring, termination, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; customer satisfaction, addressing complaints, and solving problems.

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.

Requirements:

Qualifications

To execute 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.

Required Skills/Abilities Overview:

Excellent verbal and written communication skills. 

Excellent interpersonal and customer service skills. 

Excellent organizational skills and attention to detail. 

Excellent time management skills with a proven ability to meet deadlines. 

Strong analytical and problem-solving skills. 

Strong supervisory and leadership skills. 

Ability to prioritize tasks and to delegate them when appropriate. 

Ability to function well in a high-paced and at times stressful environment. 

Proficient with Microsoft Office Suite or related software. 

Education and/or Experience

• High School Diploma or General Education Degree (GED); and two 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 move 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.