Server / Expeditor 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 responsibilities of a Server in our restaurant are to greet guests, seat them down, help them with menu recommendations, take and deliver orders (carry trays), and clear tables. All our servers are also responsible for handling cash and credit card transactions.

To help our restaurant provide a pleasurable dining experience, a good server should be able to ensure that our guests are fully satisfied by being friendly, courteous, accommodating, and reliable. A suitable candidate for the job should also be a problem-solver and a team player.

Essential Duties and Responsibilities including the following:

• Greeting, seating, and escorting guests.
• Providing menu recommendations and additional information.
• Upselling additional products when appropriate.
• Helping guests with menu recommendations.
• Taking orders using software, order slips, or by memorization.
• Communicating order details to the kitchen staff.
• Delivering food and beverages in a timely fashion.
• Delivering checks and collecting bill payments.
• Cleaning and maintaining the appearance of tables and tableware.
• Providing exceptional customer experience.
• Develop and maintain professional and functional working relationships with IHOP employees and customers. 
• Execute the service success steps – Service Excellence 
• 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. 
• Memorize and apply IHOP terminology, abbreviations, methodologies, plating, and menu knowledge. 
• Comply with SOP methods of creating guest checks and maintaining cash control. 
• Stock and rotate all needed supplies in the service area and the dining room. 
• Comply with all local and SOP health, sanitation, and safety guidelines. 
• Check restrooms hourly to ensure proper stock levels and cleanliness. 
• Clear, clean, manicure, re-set tables, clean chairs, booths, and floors. 
• 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. While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles. The noise level in the work environment is usually moderate.

Requirements

• Prior experience as a server 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 guest checks and 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.