A Shift Leader is an hourly paid position that supports salaried management in daily, basic

administrative, and operational responsibilities in the restaurant. Responsible to deliver on Passionate

Hospitality, maintaining Standard Operating Procedures as outlined by IHOP, ensuring excellence in

all food handling and sanitation, and following all policies and procedures as outlined by the company.

Human resource responsibilities of a Shift Leader are limited to crew training as well as ongoing coaching and feedback for hourly employees. A Shift Leader may assume full responsibility for running a shift in an IHOP restaurant when salaried management is unavailable. Under these circumstances, a Shift Leader is responsible for administrative control and guest satisfaction but is not authorized to serve in a full managerial capacity. It is expected that 95% of the Shift Leader’s time will be spent on the floor of the restaurant.

Scheduling and Staffing:

Shift Leaders are responsible for staffing and organizing the work and crew on their shift. If a crew

member is not able to work, the Shift Leader will be responsible for covering the open shift with another employee. The Shift Leader will not write a crew member schedule. The Shift Leader may participate in the interviewing process but will not hire employees or conduct on-boarding. They will be able to conduct verbal and written coaching; however, they will not be able to issue written warnings, suspensions, or terminations. The Shift Leader is responsible for overseeing training of all new employees on their shift in Passionate Hospitality, Safety, Policies, IHOP SOP, and SRP Procedures. The Shift Leader must be proficient in all crew positions.

Team Approach:

Shift Leaders do not manage from a distance but instead alongside crew employees in order to be more effective, resolve guest complaints, maintain product quality, and fix any other problems as they arise. Working alongside other crew members allows the Shift Leader to teach others and lead by example.

Service Excellence and Quality Control:

A Shift Leader is responsible for delivering Service Excellence. They will ensure all crew employees are

trained to deliver Service Excellence and Passionate Hospitality. A Shift Leader is responsible for Food

Handling, Safety, and Quality. Shift Leaders are responsible for reporting any issues or quality concerns to their manager.

Safety and Security:

A Shift Leader is responsible to ensure the restaurant is safe and clean. This includes reviewing and

enforcing all DBPR standards and procedures. The Shift Leader is responsible for completing and filing all incident and accident reports. They must also report all safety violations. They must ensure all company policies, procedures, safety, and security procedure are followed in accordance to IHOP SOP as well as SRP policies and procedures. They must ensure sure the staff is safe by keeping appropriate doors locked; back door and office.

Reports to: Assistant Manager and General Manager

Supervises: Hourly paid crew members

Essential Duties and Responsibilities:

• Assist in ensuring that all personnel, equipment, and supplies are prepared and ready to meet the

needs of the business. Assist in assigning employee duties and responsibilities and encouraging

teamwork.

• Inform all employees of new menu items, specials, and promotional materials to ensure

complete understanding of food preparation and service.

• Assist in training for new employees and give refresher training to current employees, when needed.

Supervise employee performance and conduct in accordance with company policies. Observe guest

reactions to quality of food and service.

• Adjust schedule to meet the needs of the restaurant and keep overtime to an absolute minimum.

• Enforce portion control per Standard Operating Procedures Manual. Check deliveries for proper

quantity, quality, pricing, completeness of order, breakage, and spoilage. Maintain tight security.

• Control waste.

• Perform Administrative Procedures such as:

• Cash receipts/ Store receipts/ Discounts

• Be responsible for register reading and daily sales reports

• Reconcile cash receipts and store bank funds

• Ensure that the servers have enough change and bills prior to peak hours of business.

• Perform other assignments as needed or any job-related duties which may be assigned by

the Assistant Manager or General Manager.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed represent the knowledge, skill, and/ or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employees must be able to communicate verbally in English to employees and guests and read English for menus, guest checks, notices, and instructions, safety labels, etc. Shift Leaders must be able to interact with people in a friendly, courteous manner.

Language Skills:

Ability to read and comprehend instructions, correspondence, memos, and emails. Ability to write simple correspondence. Ability to read and speak English well enough to communicate with guests, understand guest checks, and instructions.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, fraction,

percent’s, decimals, discounts, and cash counting.

Reasoning Ability:

Ability to apply common sense and to understand and carry out detailed and objective written or oral

instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Shift Leaders must be able to memorize food plating and handling procedures outlined in the Standard Operating Procedure Manuals.

Other Skills and Abilities:

Shift Leaders must be able to remain calm under pressure when dealing with guests, staff, equipment

problems, or emergency situations.

Physical Demands:

The physical demands described must be met by a Shift Leader 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 Shift Leader regularly is

required to use hands and fingers, handle, or feel objects, tools, or controls; walk, stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The Shift Leader must lift and/ or move up to 40 pounds and

occasionally may move up to 60 pounds.

Work Environment:

The work environment characteristics described here are representative of those a Shift Leader

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 Shift Leader occasionally is exposed to fumes or airborne particles. The noise level in the work environment is usually moderate.

Since 1958, IHOP® has been the place where people connect over breakfast, enjoy study breaks, grab a bite before or after sporting events, and so much more. And no matter what menu items they order, there’s one ingredient that’s always constant — a smile. We’ve seen millions of smiles over the years in our restaurants, and now shared in photos across our social properties. In fact, smiles are so much a part of our culture that we changed our logo to include one.
This is just one of the many fun and exciting changes you can expect from IHOP®. Because we know the shortest distance between two people is a smile. –