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Training Others

Team Member Training Program

TRAINING

OTHERS

11

copy 2010 IHOP IP LLC

Training Others Program

At IHOP our job is to off er great food and excellent service to each and every guest But this doesnrsquot happen simply by letting each Team Member ldquodo their own thingrdquo It takes teamwork attention to detail and most importantly training Ensuring that all IHOP Team Members are trained and prepared to give our guests a great dining experience is the responsibility of the ldquoCertifi ed Trainerrdquo

Chances are when you started at IHOP you learned to do your job from a Certifi ed Trainer Now that yoursquove demonstrated your ability to excel at your job the next step is for you to be designated as a Certifi ed Trainer and share your knowledge and skills with new and existing Team Members as they grow into successful IHOP Team Members By providing clear objectives and patient guidance you will help new Team Members to quickly learn their jobs and will guide existing Team Members as they learn new tasks both of which help us reach our goals of providing excellent service to our guests

You may be asking yourself ldquoMy Manager thinks I should be a Certifi ed Trainer but whatrsquos in it for merdquo Excellent question Here are just a few of the benefi ts of being a Certifi ed Trainer

In a restaurant with a well-trained staff customer service goes up sales go up and as a result pay and tips go up too

It is personally rewarding to help others learn their jobs

A well-trained team makes the restaurant a more effi cient and pleasant place to work

Team Members see you as a role model and Certifi ed Trainer

You can make it fun

Additionally your entire restaurant team benefi ts by having Certifi ed Trainers on staff in the following ways

A well-trained team increases guest satisfaction and overall restaurant morale

All Team Members are taught the same procedures ensuring consistency in food preparation presentation and service

Team Members have someone they can ask for help or advice when the manager is not available

A well-trained staff that works together actually makes your job easier because if everyone is doing their job correctly it will make you less likely to have to cover for someone who is under performing

Becoming a Certifi ed Trainer

To become a Certifi ed Trainer you must complete this Training Others program which is a self-paced instructional module that introduces you to the techniques and principles for training adults in an on-the-job training environment Herersquos how that process works

22


TRAINING

OTHERS


STEP 1Team Member completes all appropriate modules and practicals for the positions they will be training

STEP 2 Team Member views the IHOP 101 Training Program DVD

STEP 3 Team Member completes the Training Others module and practical

STEP 4General Manager completes and signs the Training Verifi cation For Certifi ed Trainer

STEP 5Franchise Point of Contact (POC) signs the Training Verifi cation For Certifi ed Trainer form

STEP 6

General manager issues a Certifi ed Trainer Certifi cate (from insideIHOPcom) and a Certifi ed Trainer pin (available from DataSource) The Training Verifi cation form is fi led in the Team Memberrsquos personnel fi le

STEP 7 Congratulations You are now a Certifi ed Trainer

TRAINING

OTHERS

33


Introduction to the Training Others Module

The Training Others module is a self-paced program that introduces you the techniques and principles that you will use to provide eff ective on-the-job training to your Learners The topics you will learn in this modules are

Training Basics

Teaching Adults

The Five-Step Training Method

Training Others Self Test

The IHOP 101 Program

Here are a few simple points to consider as you start the program

Continually displaying your enthusiasm for your job and your commitment to the team is as important as any skill you can teach a Learner Learners will model their behavior after their Certifi ed Trainer thatrsquos you

Have confi dence in yourself and your ability to do the job You wouldnrsquot be asked to be a Certifi ed Trainer if you hadnrsquot already proven that you can be successful

In addition to the ldquowhatrdquo and the ldquohowrdquo of their jobs it is important for Learners to know ldquowhyrdquo the tasks associated with their job are important If you can show a Learner the importance of each step of their job they are more likely to do it and to do it properly

Incorporate training and your on-the-job experiences into your instruction plan What yoursquove done on the job has worked for you so give your Learners the benefi t of your experiences

Donrsquot forget the humor ndash As much as possible try to keep the training experience fun and exciting Use fl ash cards videos props and demonstrations to get points across Look for ways to personalize each session by using fi rst names frequently and build on the individual skills of each Learner

Training others can be challenging but it is also very rewarding The Training Others module will show you how to include ldquowhatrdquo ldquohowrdquo and ldquowhyrdquo in your training technique and to provide valuable feedback for improvement to your Learners

So grab yourself a pen or a pencil and letrsquos begin

ldquoTell me and I forget teach me and I remember

involve me and I learn -BENJAMIN FRANKLIN


TRAINING

OTHERS

Learning Style Assessment

One of the most important points a Certifi ed Trainer can recognize is that not every Learner learns the same way Fully understanding this starts by recognizing how you yourself learn best Take the assessment below to determine what learning method works best for you Choose the answer that best explains your preference and mark the letter If more than one answer matches your perception you may mark multiple answers

As you conduct training with your Learners keep this assessment in mind What learning method works best for each of your Learners Are you presenting information in the way that works best for each Learner Yoursquoll learn more about this later in the module

You are about to give directions to a person She is staying in a hotel in town and wants to visit your house She has a rental car Would you S Draw a map on paper R Write down the directions (without a map) L Tell her the directions D Collect her from the hotel in your car

You are staying in a hotel and have a rental car You would like to visit a friend whose addresslocation you do not know Would you like them to S Draw you a map R Write down the directions (without a map)L Tell you directionsD Collect you from the hotel in their car

You have just received a copy of your itinerary for a world trip This is of interest to your friend Would you L Call her immediately and tell her about it R Send her a copy of the printed itinerary S Show her a map of the world

You are going to cook a dessert as a special treat for your family Do you D Cook something familiar without the need for instructions S Thumb through a cookbook looking for ideas from the pictures R Refer to a specifi c cookbook where there is a good recipe L Ask for advise from others

A group of tourists has been assigned to you to fi nd out about national parks Would you D Drive them to a national park S Show them slides and photographs R Give them a book on national parksL Give them a talk on national parks

You are about to purchase a new stereo Other than the price what would most infl uence your decision L A friend talking about it D Listening to itR Reading the details about it S Its distinctive upscale appearance

1

2

3

4

5

6

44

TRAINING

OTHERS

55


Recall a time in your life when you learned how to do something like playing a new board game Try to avoid choosing a very physical skill ie riding a bike How did you learn best By S Visual clues-pictures diagrams charts R Written instructionsL Listening to somebody explain it D Doing it

Which of these games do you prefer S PictionaryR ScrabbleD Charades

You are about to learn how to use a new program on a computer Would you D Ask a friend to show you R Read the manual which comes with the program L Telephone a friend and ask questions about it

You are not sure whether a word should be spelled ldquodependentrdquo or ldquodependantrdquo Do you R Look it up in a dictionaryS See the word in your mind and choose the best way it looksL Sound it outD Write both versions down

Apart from price what would most infl uence your decision to buy a particular book D Using a friendrsquos copyR Skimming parts of itL A friend talking about itS It looks OK

A new movie has arrived in town What would most infl uence your decision to go or not go L Friends talking about itR You read a review about itS You saw a preview of it

Do you prefer a lecturerteacher who likes to use R Handouts andor a textbookS Flow diagrams charts slidesD Field trips labs practical sessionsL Discussion guest speakers

Now go back and count how many Srsquos Lrsquos Rrsquos and Drsquos you circled Whichever letter you circled most indicates your preferred learning style If you have a ldquotierdquo or two letters are almost equal you probably have more than one preferred learning style Review the following chart for an in-depth look at your preferred learning style

S _____ L _____ R _____ D_____

7

8

9

10

11

12

13

66


LEARNING STYLE

Seeing Listening ReadingWriting Doing

About your

style

You learn through watching You prefer to see things in person in pictures or videoYou think about what you see before actingYou memorize lists by associating items with other familiar itemsYou generally need to watch somebody else do a task fi rst before trying it

You learn through explanationYou think about what yoursquove heard before actingYou generally enjoy CDrsquos as well as videos with good narrationGenerally you donrsquot respond with anything but a head nod when learning

You learn best by reading every detail about your subject You prefer to see things in writing You remember by writing detailed notesYou often use descriptive words when describing or writingYou generally need to read about a task before trying it

You learn best with a hands on approachYour ideal training session includes trial and error You prefer not to have to read anything You often dive right into a task without thinking about it

During note-

taking you

should

Underline Use diff erent colors Use symbols charts arrangements on a page

Discuss topics with other LearnersExplain new ideas to other LearnersUse a tape recorder Describe what yoursquove seen or heard to somebody that was not there Leave space in notes for later recall

Use lists with headings Use a dictionary Use handouts and textbooks Re-read your notes Use acronyms and abbreviations

Write down the steps you used to accomplish the taskDiscuss your notes with other Learners

When

studying you

should

Re-draw notes and images from memory Replace words with symbols and initials

Understand you may take poor notes because you prefer to listen Expand on your notes Put summarized notes on tape and listen Read summarized notes out load Explain notes to another ldquoListeningrdquo person

Write out the words again and again Re-read notes silently Re-write ideas into other words Organize diagrams into statements

Understand you may take notes poorly as some topics may not seem relevant at the timePut examples in note summaries Use pictures and photos to illustrate Talk about notes with another ldquoDoingrdquo person

During tests

you should

Recall the pictures of the pages Draw use diagrams where appropriate Practice turning visuals back into words

Listen to your voices and write them down Speak your answersPractice writing answers to old exam questions

Practice with multiple choice questions Write out lists

Write practice answers Role-play the exam situation at home

TRAINING

OTHERS

TRAINING

OTHERS

77


TRAINING BASICS

In this fi rst section of the Training Others module yoursquoll learn the Why the Who and the When of eff ective training Some of this information may seem obvious to you however it is important that we lay a solid foundation upon which to build the information in the following sections

Why Train

Take a moment and think about how training can have the following eff ects on your business Record at least one idea in for each area

Training Can

Impact

By

Increases Guest

Satisfaction

Increases Sales

Reduces Food

Costs

Reduces Labor

Costs

Reduces

Turnover

Provides a

Better Work

Environment

Find your Manager and discuss your answers then discuss any specifi c problems or situations in your restaurant that your Manager feels can be solved or corrected through training

88


TRAINING

OTHERS

Now that yoursquove thought about it and discussed it with your Manager review these other possible answers

Training Can

Impact

By

Increases Guest

Satisfaction

A guest that experiences great service and food will be a return customer Training produces Team Members who provide great service and food

Team members that are well trained are confi dent in their ability to satisfy guests This creates greater job satisfaction and less likelihood of leaving for a diff erent job

Increases Sales

A successful training program results in Team Members who consistently provide guests with a memorable dining experience This creates customer loyalty which in turn creates a busier restaurant and increased sales

Reduces Food

Costs

Team members who know the correct recipes garnishes and procedures are less likely to make mistakes Less mistakes means less waste

Reduces Labor

Costs

Eff ective training leads to Team Members who are organized and effi cient This saves time

Eff ectively trained Team Members do their jobs effi ciently resulting in less side work and deep cleaning The side work and deep cleaning will be done more quickly saving labor

Reduces

Turnover

An eff ective training program greatly reduces Team Member frustration when learning a new job Without adequate resources for training Team Members can lose motivation This can lead to higher Team Member turnover

Provides a

Better Work

Environment

Team members who perform their job well are generally happier with their job leading to a more pleasant work environment

Training should focus on the importance of teamwork in the restaurant A group of Team Members who work as a team will always have a good time while at work

TRAINING

OTHERS

99


Who Should Be the Trainer

Think back to the teachers trainers mentors and authority fi gures that have made an impact in your life What are some of the characteristics that they shared Record at least fi ve characteristics in the spaces below

Characteristic 1 _______________________________________________

Characteristic 2 _______________________________________________

Characteristic 3 _______________________________________________

Characteristic 4 _______________________________________________

Characteristic 5 _______________________________________________

The list below shows the characteristics that most eff ective trainers possess Chances are yoursquove written some of these on your list above

Good communication skills

Plenty of patience

An interest in helping others to learn

Extensive knowledge and experience

Unending enthusiasm

Respect for others respect from their customers and co-workers

Now look at both lists Who else do you know that possesses these characteristics Itrsquos probably you And this is the reason yoursquove been selected to become a Certifi ed Trainer

Even if you donrsquot think you have all of these qualities remember these are skills that can be learned by you Seeking out feedback from your Manager your co-workers Learners and even customers will let you know how yoursquore doing

Someone had enough confidence in your abilities to ask you to be a trainer Have confidence in your own Abilities

1010


TRAINING

OTHERS

When Should You Train

Training must be a priority in your restaurant It cannot wait for a convenient time because the fact is there probably wonrsquot be one

Training New Hires

When someone is hired it often means that yoursquore short staff ed The tendency is to skip through the training process and get the person ldquoon-the-jobrdquo as soon as possible This is the worst possible thing you can do

By failing to thoroughly train someone up front not only are you setting them up to fail but you are actually hurting your business because this ldquountrainedrdquo Team Member will make many more mistakes than someone who was properly trained

Taking time to properly train a Team Member up-front will actually save time and money in the long run

If you fail to train up-front you will end up re-training the Team Member later and retraining is much more diffi cult because of the ldquobad habitsrdquo the Team Member has learned and must unlearn In fact studies have shown that it takes up to 13 weeks of focused attention to relearn a task that has been learned incorrectly Save yourself and the Learner the time and energy and train them correctly from the beginning

On-going Training

Your skills wonrsquot be used to train only new hires yoursquoll be assisting your Manager in the following training situations

Experienced Team Members who need to learn something new

Team members with performance problems

Training new operations or products

New Team Members are often the easiest to train as they are excited and motivated to learn their new job However when training in other situations the Learnerrsquos motivation must be evaluated to determine whether training is the appropriate solution Training will only benefi t Team Members if they want to learn

TRAINING

OTHERS

1111


Teaching Adults

All adults follow a predictable pattern when learning that we refer to as the ldquoStages of Learning Reactionrdquo Review the stages below

Level Also Known As Your Role

Unconscious

Incompetence

ldquoI donrsquot know that I donrsquot knowrdquo

The Learner is not aware of all the tasks required to be successful on the job

Make the Learner aware of the need

Make Learner aware of opportunity

Make Learner aware of the standards for performance

Conscious

Incompetence

ldquoI know that I donrsquot knowrdquo

The Learner is aware of all the tasks but does not yet know how to do them

Train

Use the Five Step Training Method (wersquoll cover this later)

Conscious

Competence

ldquoI know that I knowrdquo

The Learner knows how to do the tasks but cannot do them without supervision

Reassure

Build esteem

Keep standards high

Unconscious

Competence

ldquoI donrsquot know that I knowrdquo

The Learner knows how to do the tasks and does them successfully without even thinking about it

Follow-up

Keep standards high

The goal is to move each Learner to the fourth stage so that they can perform their jobs well without supervision Recognizing exactly what stage each Learner is in at all times will help you determine how to direct your training eff orts

1212


TRAINING

OTHERS

Whatrsquos In It For Me (WIIFM)

Itrsquos simply human nature to ask this question The answer to this question is probably very important to your Learners whether it is job satisfaction pay or because they simply like to do the job there must be something ldquoinrdquo it for the Learner

Whether they ask this question directly or not you need to be able to show the ldquovaluerdquo of what the Learner is doing in terms of a perceived ldquobenefi trdquo to the Learner

For example we suggest orange juice to all guests who come into IHOP for breakfast Now obviously this is a suggestive selling technique that benefi ts us by increasing sales However is knowing that enough motivation to the Learner to encourage them to suggest juice to each and every guest

Maybe it is and maybe it isnrsquot but if you were to explain the importance of suggesting juice in terms of how it will benefi t the Learner (ie higher check average which leads to a larger tip) the Learner is more likely to perform that action

ALWAYS GIVE THE LEARNER THE WIIFM

Common Blocks to Learning

Most Learners will be very motivated to learn However some will have doubts fears anxieties and insecurities about their abilities Some Learners may even have some serious blocks that hamper their ability or desire to learn The following table shows some common blocks to learning experience by Learners and the suggested approaches the Certifi ed Trainer can take overcome them

Block Learners will say or think And the Certifi ed Trainer can

FEAR OF THE

UNKNOWN

ldquoWhat have I gotten myself intordquo

ldquoI wonder what theyrsquore going to do to merdquo

ldquoI hope everyonersquos nice hererdquo

Explain how the training program will progress

Explain the dayrsquos training objectives at the start of every shift

Explain the next dayrsquos training plan at the end of every shift

FEAR OF LOOKING

FOOLISH

ldquoI look like an idiot (carrying plates fl ipping eggs)rdquo

ldquoEveryone else can do it so much better than I canrdquo

ldquoI donrsquot want anyone to see that I just messed this uprdquo

Explain that everyone theyrsquore working with went through the same process

Reinforce that no one expects them to be perfect during training

Tell them that theyrsquoll look like an experienced ServerHostCook in no time

Emphasize that yoursquore there to help them not judge or criticize them

TRAINING

OTHERS

1313



FEAR OF FAILURE

ldquoLook at this menu therersquos so much to learnrdquo

ldquoIrsquom never going to be able to do thisrdquo

ldquoI know Irsquom going to forget everything I just learned when Irsquom with a customerduring a rushrdquo

Clarify that the training program is self-paced so they can move at a speed theyrsquore comfortable with

Explain that their feelings are normal

Reinforce and praise all the things they learn in the beginning of training even the small stuff

FEAR OF CHANGE

ldquoThis is a waste of time I already know this jobrdquo

ldquoI know a better way to do itrdquo

ldquoI prefer to do it my wayrdquo

Tell them there are many ways to do the same thing correctly yoursquore going to show them IHOPrsquos way

Reinforce why yoursquore asking them to do what you teach

Listen Sometimes Learners have a good idea

APATHY

ldquoI just donrsquot carerdquo

ldquoBORINGrdquo

ldquoIrsquoll sit here if I have to but you canrsquot make me listenrdquo

Ask the Learner what you can do to make the training valuable for them

If the problem continues ask a manager for help

1414


TRAINING

OTHERS

Learning Styles

Adults generally learn new tasks through one of four learning styles seeing listening readingwriting and doing Some people learn through one style better than through another but most people use all or a combination of all four styles Consider the following example

Imagine you are learning to bowl for the fi rst time Which of the following represents the question that most closely describes the method of learning that most appeals to you Circle your choice

I would like to watch other people who are good bowlers and try to imitate their movements (Seeing)

I would like to have someone who knows how to bowl tell me what I should do (Listening)

I would like to read a bowling instruction manual (Readingwriting)

I would just like to jump in and do it fi guring it out as I go along (Doing)

1

2

3

4

From the self-assessment you took at the beginning of the Training Others module you already know what learning style works best for you But imagine how frustrating it must be for a Learner who probably isnrsquot even aware of which style works best for them when a Certifi ed Trainer uses the completely wrong style Consider giving this the self-assessment to each new Learner to help you deliver training using the style that works best for each

TRAINING

OTHERS

1515


Here is a quick breakdown of the attributes associated with each learning style

Learning

Style

Preferred

SenseMotto How they learn best

SEEING Sight Seeing is believing

Learns best by observing others

Thinks about what was seen and then acts

Enjoys watching videotapes and by watching others to clarify their own understanding

LISTENING Sound I hear what yoursquore saying

Learns best by hearing others explain things

Thinks about what was heard and then acts

Enjoys learning from audio and videotapes and by discussing things with others to clarify their understanding

READING

WRITINGSight Can I see that

in writing

Learns best by reading written materials

Takes a lot of notes

Enjoys reading manuals and workbooks Must check their own understanding against written instructions

DOING Touch Just let me do it

Learns best by actually doing things

Uses ldquogutrdquo feelings and intuition

Enjoys learning by trial and error and by practicing to clarify their understanding

Because most people learn best using a combination of these four learning styles a successful training program uses all four styles in varying degrees

1616


TRAINING

OTHERS


To be provide eff ective on-the-job training you must follow a proven training method At IHOP we use the Five-Step Method of Training for all training situations including new-hire training training existing Team Members on new procedures or for retraining existing Team Members who are not performing according to standards We will look at each of the following fi ve steps in detail in this section

Plan

Tell

Show

Do

Review

Planning is essential for training to be successful Unfortunately this step is often overlooked Some trainers believe that simply by having the new Learner work alongside others they will automatically learn the job However it takes more training than that

It often takes longer to complete your daily routine if yoursquore training at the same time You and your managers will need to plan for this Make sure therersquos enough time to train someone correctly It will be worth it in the long run A well trained Team Member is an eff ective and effi cient Team Member

Proper planning includes determining the following training ldquobasicsrdquo At the very least you should know the answers to all of these questions before you begin training

Who are you training

What are you training

What do they already know

When are you training

Why is the training taking place

How long do you have to train

What is the expected outcome

Are there any barriers to training (ie language)

TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan

When planning for training follow these steps

Determine the

Goal

Defi ne what training success means

Make sure the goal is achievable

Do not set a goal so high that no one can ever reach it

Develop a

training plan

Decide who will conduct the training

Develop a training schedule

Make sure the ldquowho what when where why and howrdquo of training is determined

Plan each step

Determine the exact information and procedures you will be training in each step

Organize the materials yoursquoll need

Determine the order in which the information will be taught

Decide the amount of time necessary for each step

Failing to Plan

Take a moment and think about the consequences of not having planned properly for training Write some of these in the spaces below

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL

People learn a lot faster if they know what to expect So before getting to the actual ldquotrainingrdquo as well as throughout the training communicate the following to the Learner be sure to paint a picture in the Learnerrsquos mind of where the training will be going

Tell them the job will

be easy to learn

Reassure them if the job is easyIf the job is not easy (ie learning to fl ip eggs for the fi rst time) tell them it will take time but that they will learn with practice

Tell them why itrsquos

important to you

Remember that adults need to understand the ldquowhyrdquo of a task before theyrsquore motivated to learnThe ldquowhyrdquo usually includes maintaining consistency as a restaurant chain and providing excellent quality service and cleanliness


important to them

When Team Members know whatrsquos expected they perform better are praised by the manager and receive positive performance reviewsTeamwork will improve because everyone has been taught the same standardsTheir self-confi dence will increase because they know what theyrsquore doing

Tell them about their

job description

Keep the job description handy It spells out the details of the job Use the job description to help you evaluate the Team Memberrsquos performance

Tell them the KEY

points and steps of the

job

Provide a rdquobig picturerdquo overview of why the task is importantExplain the details of the job and what it entailsGive and repeat the critical steps of the jobUse training workbooks recipes and laminates as you explain

Tell them in the

simplest way

Keep it short and to the point People with prior restaurant experience can generally understand information more quickly than someone new to the industryTell them in a two-way discussionEncourage questions If you do not know the answers to questions donrsquot fake it Find outMake sure all questions get answered in a timely manner

TRAINING

OTHERS

1919


Practice Telling the ldquoBig Picturerdquo

In the space provided below identify what you would tell a Learner to give them the big picture perspective about each of the tasks listed in order to prepare them for learning the task Use the appropriate list based on whether you are a Front or Back-of-House Team Member Hint Make sure you cover the points in the table on the previous page

Task Front-of-House Tasks Back-of-House Tasks1 Using a seating chart Preparing Buttermilk batter2 Proper table set-up Preparing a Steak Omelette3 Proper coff ee service Preparing an Over Easy egg

Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW

After you tell the Learner about the task they will be performing the next step is to actually show them how to do it The best way to go about this is to perform the task yourself while the Learner watches Sometimes the ldquoTellrdquo and ldquoShowrdquo steps are done at the same time especially if the task is a simple one like rolling silverware or labeling and dating perishable items for storage

Follow these guidelines when ldquoshowingrdquo a Learner how to perform a task

Show them one step at

a time

Break up tasks into small manageable pieces

Be sure they understand each step before you move onto the next

Show them the

right way

Bad habits are learned Teach the proper way Donrsquot teach shortcuts

Do not assume a task is so simple that you do not need to train it

Show them you

welcome questions

Ask them questions to check how much theyrsquove learned and confi rm they understand

Prompt them to ask questions if they donrsquot ask on their own

TRAINING

OTHERS

2121


STEP 4 DO

Yoursquove planned yoursquove told yoursquove shown Now itrsquos time for the Learner to ldquoDordquo This is where they actually do the job while you watch coach and encourage

NOTE The most important rule at this stage is to not leave the Learner alone until yoursquore sure they can perform the task correctly without error or injury The ldquoDoingrdquo step requires that you be right there for them monitoring their progress and giving them guidance

Follow these guidelines during the ldquoDordquo step

Have the Learner

do the job

Watch closely provide immediate feedback on performance

Encourage them to use the training materials if needed

Stop and show them the task again if necessary

Have them explain

as they do the job

Listen for what theyrsquore doing and why theyrsquore doing it Ask questions if you donrsquot hear all the information they need to know

Stop and explain the task again if necessary

Provide positive feedback if they get it right

Have them show

you step-by-step

Make sure they follow the steps completely and in the right order

Observe for accuracy not for speed

If the Team Member skips a step or does a step incorrectly stop and show them how to do it right

If you correct them maintain their self-esteem by correcting the action not the person (ie ldquoletrsquos try to fl ip the eggs a little higherrdquo rather than ldquoyoursquore doing it wrongrdquo)

Encourage them as

they do the job

Praise their achievements often especially when they make progress on a task that was diffi cult for them

If they make a mistake donrsquot correct them in front of others As much as possible correct them so others canrsquot hear

Keep in mind that the Learner may be nervous Smile and let them know that itrsquos tough to perform while someonersquos watching

Have them do it

again if necessary

Have them perform the task as many times as necessary until you know theyrsquove got it

Donrsquot let them practice on their own until they know how to perform the task correctly

2222


TRAINING

OTHERS

The ldquoDordquo Step Review

Read the statements below and decide whether you think they are true or false based on what you read about the ldquoDordquo step then circle the appropriate response

1 When yoursquore observing Learners perform the task yoursquore watching for speed T F

2 You should teach and encourage them to use shortcuts T F

3 Give them praise when they get it right T F

4 Always correct their action or behavior not them as a person T F

5 When you correct them itrsquos okay to do so publicly T F

6 If they donrsquot perform a step correctly stop and show them again T F

7 Donrsquot let them use the training materials while they perform the job in this step T F

8 As theyrsquore explaining the job listen both for what theyrsquore doing and why theyrsquore doing it T F

9 Go over the tasks as many times as necessary until you know theyrsquove got it right T F

10 The essence of the ldquoDordquo step of training is to leave them alone and see if they can fi gure out how to do it without your help T F

TRAINING

OTHERS

2323


STEP 5 REVIEW

After the training is complete it is important that you review what was accomplished and how the Learner performed This is done mainly by allowing the Learner to do the talking Ask questions and listen to their responses for indications that they understand the tasks they have performed and that they remember the most important steps of the job Provide clarifi cation and positive feedback during the review step to help cement the information in the Learnerrsquos mind

Review the Key

Points

Ask them whatrsquos important to remember about the job

Focus on the information thatrsquos critical to the successful completion of the task

Review Their

Work

Ask them what they liked about their work Everyone tends to be too critical of themselves Make sure they say something positive

Give positive feedback based on your observations

Ask them what theyrsquore going to focus on next time they do this task

Give them suggestions about how to correct problem areas

Go back to ldquoTell Show Do Reviewrdquo if necessary

Donrsquot expect them to remember everything

Make sure they know where to fi nd information if they need it later (recipes SOP books laminates etc)

Review Their

Questions

Ask them whether they have any other questions about the task you taught

Answer all questions or fi nd answers to those you donrsquot know promptly

Review the

Benefi ts

Reinforce the benefi ts of properly performing the task both to the Team Member and the restaurant

Tell them to let you know if they need help in the future

Review Later

On

Check back later in the day the next day and the next week to make sure theyrsquore doing OK Continue to coach them as needed

Congratulate them on things done well

Provide feedback and direction where needed

Make sure they know why doing it right is important

2424


TRAINING

OTHERS

Giving Feedback

Throughout the training process and particularly during the Review step it is imperative that you give feedback to the Learner on their performance The goal of this feedback is to let them know what they are doinghave done well or to correct them when they have done something incorrectly

There are generally two types of feedback

Positive feedback This is the feedback you give a Learner when they have done something right It is important to let the Learner know when they have done something right so that they are more likely to repeat the behavior after training

Feedback for improvement This is the feedback you give a Learner when they have done something incorrectly The goal is to modify the Learnerrsquos behavior so they perform correctly but not demotivate the Learner in the process

Review the guidelines for giving both types of feedback shown below

Positive Feedback

Use the acronym PIES

Positive Make sure the Learner knows they did something right by speaking in an upbeat and happy toneImmediate Give the feedback as close to the action as possible This helps the Learner connect the action with the praise you are giving themEarned Only give positive feedback when it is earned If you praise a job that is not worthy of praise you might reinforce performance that is below the standardSpecifi c It is important to let the Learner know exactly what they did right so they can repeat it next time Instead of merely saying ldquoGood jobrdquoSay ldquoYou did a great job getting those guestsrsquo food out to them while it was still hotrdquo

Note If practical give the positive feedback in front of other Team Members This can

be a big confi dence booster for the Learner

Feedback for Improvement

Tell them exactly what was done incorrectly and why itrsquos incorrect

Explain the impact on the restaurant customer co-workers etc

Ask for suggestions on how to improve or correct the performance The Learner is more likely to do it if they came up with the idea on their own Be prepared with suggestions if the Learner canrsquot come up with solutions on their own

Express confi dence in their ability to improve and encourage them to keep trying

If the problem is serious happens repeatedly or if your suggestions arenrsquot accepted well let your Manager know

Note Feedback for improvement should always be given in private and never in

front of other Learners or Team Members Be sensitive to the feelings of

your co-workers

TRAINING

OTHERS

2525


Providing Feedback Practice

Review the following examples of positive feedback and feedback for improvement then answer the questions in the spaces provided

Situation 1

ldquoMaria I worked the station next to you today and heard some of your conversations with guests You did a great job of suggestive selling I think you sold more orange juice than any of us If you keep that up your check average will be the highest one around here in no timerdquo

1 What did Maria do right

______________________________________________________________________________________

______________________________________________________________________________________

2 What impact will her actions have on the restaurant guests or co-workers

______________________________________________________________________________________

______________________________________________________________________________________

3 How was Maria encouraged to continue the positive behavior

______________________________________________________________________________________

______________________________________________________________________________________

Situation 2

ldquoMarcos when I was straightening the walk-in this afternoon I noticed that the Buttermilk batter you made today was not rotated properly It was placed in front of the older batter Can you fi x it next time yoursquore in the walk-in Make sure you use the FIFO system you were taught in training always putting the newest batters at the back and pulling the older batters up front Otherwise the batter in the back may be too old to use by the time we get to it If that happens wersquoll have to throw it out and food costs will go up Yoursquove been doing a great job at all the other prep procedures so I know following FIFO will be easy for you once you focus on itrdquo

1 What did Marcos do wrong and what steps should he take to correct his actions in the future

______________________________________________________________________________________

______________________________________________________________________________________

2 What impact could his actions have on the restaurant guests or co-workers

______________________________________________________________________________________

______________________________________________________________________________________

3 How did this trainer express confi dence in Marcosrsquo performance overall

______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS

Overview of IHOP 101 Training Program

This section provides an overview of how the IHOP 101 program is to be implemented It includes an overview of each of the training modules a description of the program components and instructions on how to use the program

The New Team Memberrsquos Learning Journey

A Learnerrsquos journey through IHOP 101 is composed of four basic stages

STAGE 1New Team Member On-Boarding

Completed with the General Manager

STAGE 2Position Overview

Completed with Certifi ed Trainer

STAGE 3Station Training


STAGE 4Practical Evaluation


Stage 1 All new Team Members complete On-Boarding with the General Manager before any position or station training takes place On-Boarding is equivalent to what is commonly referred to as a Team Member orientation During this module the new Team Member learns more about IHOP becomes familiar with their restaurant meets the rest of the team learns the organizationrsquos policies and values completes Shades of Harassment training learns about their upcoming learning journey and much much more

TRAINING

OTHERS

2727


The second part of On-Boarding Sanitation and Safety may be taught by the General Manager or the Certifi ed Trainer This section provides the Learner with the necessary information to ensure that food safety the well-being of our guests and Team Members is always a priority

The Sanitation and Safety section can be taught in conjunction with position overviews and position-specifi c training No Team Member should be left unsupervised unless they have been thoroughly trained and have a clear understanding of proper Sanitation and Safety procedures

Stage 2 Following On-Boarding the Learner completes the applicable Position Overview module with their Certifi ed Trainer The Position Overview introduces the Team Member to the general expectations of their new position The Position Overview also covers the competencies skills and responsibilities of each position such as safety practices timing standards IHOPrsquos service standards etc

Stage 3 Following the Position Overview Module the Learner completes the applicable position-specifi c module with their Certifi ed Trainer

Stage 4 Upon completing a position-specifi c module the Learner will be given a practical application examination by the General Manager The Learner will be asked to perform what they have learned in the Position Overview and Station modules while the Manager observes and evaluates their performance

2828


TRAINING

OTHERS

Overview of Training Modules

The IHOP 101 Program is divided into training modules This helps the new Team Member and their Certifi ed Trainer focus on what the Learner needs to learn in manageable steps at a pace and in an order that works best for the Learner The following are the modules of the program

New Team Member On-Boarding

Front-of-HouseOverview Cook Combo Overview

HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station

Back-of-House Station

Front-of-House Station

Which Modules to Use

To know which Position Overview and Station Modules each Team Member must complete in order to be prepared to do what will be expected of them you must be familiar with the competencies skills and information covered in each of the position-specifi c modules

The table below lists each module briefl y explains who should complete each module and provides a short summary of the information covered in each module

Module Name Who Should Complete It

On-Boarding All new hires

Front-of-House Position Overview

All Team Members who will be interacting with guests and all Learners who will be completing the HostHostess Cashier and Server Modules

HostHostess Station All HostsHostesses and all Team Members who will be greeting and seating guests

Cashier Station All Cashiers and all Team Members who will be operating the cash register and collecting guest payments

Server Station All Servers and all Team Members who will be taking guest orders and serving food and beverages to the guests

Cook Position Overview All Cooks and all Team Members who will be preparing food

Cook ndash Prep Station All Prep Cooks and all Team Members who will be performing the advance preparation of food

Cook ndash Egg Station All Cooks and Team Members who will be preparing eggs and egg plates

Cook ndash Fryer Station All Cooks and Team Members who will be preparing foods in the fryer

Cook ndash Wet Grill Station

All Cooks and Team Members who will be preparing foods using the wet (pit) grill

Cook ndash Sandwich Station

All Cooks and Team Members who will be preparing sandwiches and entreacutee salads

TRAINING

OTHERS

2929



Cook ndash Dry Grill Station

All Cooks and Team Members who will be preparing foods using the dry grill

Cook ndash Wheel Station All cooks and Team Members who will be calling the wheel and performing the role of the wheel position

Combo OverviewAll Combos and all Team Members performing FOH cleaning responsibilities and BOH glassware and utensil cleaning responsibilities

Combo ndash Back-of-House Station

All Combos and Team Members who will be performing the Back-of-House functions of the Combo position

Combo ndash Front-of-House Station

All Combos and Team Members who will be performing the Front-of-House functions of the Combo position

Once you understand what modules are available and what learnings each of them covers you must identify and guide the Learner through the completion of the modules that cover the responsibilities of their job

All new hire Team Members are to complete the On-Boarding Module with the General Manager Next with their Certifi ed Trainer each Learner completes the Position Overview Module that is applicable to the position that they will be working or are training for Then again with their Certifi ed Trainer the Learner completes the Station Modules that apply to the expectations and requirements of their position

The examples below show the Modules that should be completed for some of the positions that you will be training

Example 1 The new Team Member is a Host or Hostess They will complete

On-Boarding

Front-of-House Overview

HostHostess Station Module

And if the HostHostess will also serve as a Cashier complete

Cashier Station Module

Example 2 The new Team Member was hired to be a Dry Grill Cook They will complete

On-Boarding

Cook Position Overview

Cook ndash Dry Grill Station Module

And if the Dry Grill Cook will also assist the Wet Grill Cook with crepes amp French toast during peak periods they will also completehellip

Cook ndash Wet Grill Station Module

And if they will also be performing the role of the Wheel Station they will also complete

Cook ndash Egg Station Module

Cook ndash Fryer Station Module

3030


TRAINING

OTHERS

Cook ndash Sandwich Station Module

Cook ndash Wheel Station Module

Now you try Write in which Modules the newly hired Team Member should complete

Practice 1 The new Team Member was hired to be a Prep Cook They should completehellip

______________________________________

______________________________________

______________________________________

And if the Prep Cook will also assist the line cook team with producing sandwiches during peak periods they should also complete

______________________________________

TRAINING

OTHERS

3131


Using the Modules for Cross-Functional Training

All of the modules a Learner should complete are not always obvious The need for familiarity with the competencies skills and information covered in each of the modules is especially important when a Team Member are normally considered a responsibility or function of a diff erent position

You must be able to identify and provide the training of additional modules if they are needed for a Team Member who will be expected to perform cross-functional responsibilities that are not commonly considered a duty of their position

The examples below explain which and why additional Modules should be completed for some of the cross-functional possibilities that you may be faced with identifying and including in a Team Memberrsquos training

Example 1 If a Combo will be expected to put away food product deliveries in the walk-in you must be aware that food storage hierarchy temperature control and other information they need to know in order to correctly perform this task are not covered in any of the Combo Position Modules but they are covered in the Cook Position Overview Module So to be able to correctly perform the added function of storing product deliveries in the walk-in this Combo would also need to complete the Cook Position Overview Module

Example 2 If a Cook who was hired to primarily work the Egg and Fryer Stations will also be expected to assist the rest of the cook team with production of sandwiches and salads you must be aware that production of sandwiches and salads are not covered in the Cook Position Overview Egg Station or Fryer Station Modules but they are covered in the Cook ndash Sandwich Station Module So to be able to correctly perform the added function assisting with production of sandwiches and salads this Cook would also need to complete the Cook ndash Sandwich Station Module


Practice 1 A Combo will be expected to perform both BOH Combo responsibilities and FOH Combo responsibilities but will also be expected to greet and seat guests upon occasion What 6 Modules should this newly hired Combo complete

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS

Training Program Components

This section describes each of the training program components and how they are to be used

Trainerrsquos Guides

The IHOP 101 Trainerrsquos Guides are the foundation of the program They are portable aids that guide the Trainer through teaching the competencies and skills the Learner must master to successfully complete each module

Trainerrsquos Guide


HostHostess Station

There is a Trainerrsquos Guide for each of the IHOP 101 training modules They incorporate the information found in each modulersquos corresponding Learnerrsquos Guide as well as additional talking points and training instructions

Welcome the Learner to the HostHostess Station Module and explain

In this module we will build on what you learned when you completed the Front-of-House Overview module by covering the knowledge and skills you need to successfully perform in the HostHostess Station As you can see in your Learnerrsquos Guide we will be covering

Station and shift preparedness

A review of critical safety and sanitation

Additional Host Station responsibilities

And most importantly what Service as Good as Our Pancakes means in the HostHostess Station including

A review of the three basic needs of every guestA review of the Platinum Rule of Great ServiceAnd IHOPrsquos HostHostess Guidelines to Great Guest Service

Host Station Module Introduction LG 2

HostH

ostess Station Trainerrsquos Guide

The Certifi ed Trainer uses the Trainerrsquos Guides to train the Learner using a hands-on approach - one topic at a time The Trainerrsquos Guides are designed to be easy to use and to provide the Certifi ed Trainer with clear direction that matches the Learnerrsquos Guide They contain questions the Certifi ed Trainer can ask the Learner to facilitate Learner interaction and understanding dialogue to enhance explanation and clarifi cation of key learnings references to additional relevant exercises from the Trainerrsquos Toolkit and answers for station quizzes found in the Learnerrsquos Guides

The Trainerrsquos Guides are laminated and intended to be re-used with each new Learner

Activity Read through the IHOP 101 Trainerrsquos Guides for the position(s) and station(s) that you will train Focus on becoming familiar with the information direction and guidance that they contain

TRAINING

OTHERS

3333


Learnerrsquos Guides

The Learnerrsquos Guides are portable visual aids that provide Learner focus and support the trainer-led portions of the training program In essence they are the Learnersrsquo maps for their learning journey

Learnerrsquos Guide

HostHostess Station


There is a Learnerrsquos Guide for each of the IHOP 101 training Modules Given to the Learner at the start of each module they guide the Learner through the key competencies and skills that must be mastered for successful completion of the module and provide the Learner with a visual reference for what the Certifi ed Trainer is teaching them

Host Station Module Introduction

In this module you will learn


Safety and sanitation


Service as Good as Our Pancakes

The three basic needs of every guestThe Platinum Rule of Great Guest ServiceIHOPrsquos HostHostess Guidelines to Great Guest Service

HostH

ostess Station Learnerrsquos Guide

3333 - June 2010

The Learnerrsquos Guides are simple and bulleted to aid retention singling out key learnings for emphasis of what is the most important

They also include a station quiz and pre-practical exam that are used to evaluate station certifi cation readiness

The Learner Guides are intended to be collected from each Learner after completion of the module and re-used by the next Learner

Activity Read through the IHOP 101 Learnerrsquos Guides for the position(s) and station(s) that you train Match each page of each Learnerrsquos Guide with the corresponding pages of the applicable Trainerrsquos Guide to become familiar with how the two components work together

3434


TRAINING

OTHERS

Team Member Pocket Cards

The Team Member Pocket Card is the take-away tool for each new Team Member Given to the Learner during their Station-specifi c training it is used to reinforce key learnings and provides a place for the Learner to make important notes and add key restaurant-specifi c information

6 7 8

Guideline 1 Warmly Greet

Guideline 2 Promptly Seat

Guideline 3 Stay Available

Guideline 4 Finish Strong

Once seated hand each guest a menu with the beverages section facing up

Let them know about specials

Tell them the Serverrsquos name

Thank them for choosing IHOP

Inform the Server of any special events or needs of the guest

Stay Available

Never miss an opportunity to be of service

Smile

Establish eye contact

Keep an eye out for

Guests who need beveragesrefi llsGuests who have questionsGuests who need somethingServers who need helpTables that need to be pre-bussed

Greet guest with ldquoGood [morning afternoon evening] Thank you for calling IHOP [location] This is [your name] How may I help yourdquo

Ask permission before placing caller on hold

Check back every 30 to 60 seconds

To Go Orders

HostHostess takes the order

HostHostess inputs order into POS

Galley prepares the order

HostHostess assembles order and places in a bag with utensils and condiments

Guest carries the order home

1

2

3

4

5

This book belongs to

Finish Strong

Leave guests with the unmistakable impression

that your Host service doesnrsquot end just because

you have shown them to their table

Smile

Make eye contact

Ask the guest about their meal and service

Address any guest concerns using the LAST procedure

As they leave thank the guests and invite them to return

Answering the Telephone

You should always provide Service as Good as Our Pancakes even when speaking on the phone

Smile

Answer within three rings

Host Station

There is a Team Member Pocket Card for each of the IHOP 101 station-specifi c training modules They mirror the key information found in each modulersquos corresponding Learnerrsquos Guide

They fold to ldquopocket sizerdquo for portability and convenience and eliminate the need to print complete Learnerrsquos Guides for each Team Member

The Team Member Pocket Cards are printed as needed for each Learner when they begin a new module and can be used both during the training and as a reference after the module has been completed

Activity Scan through the IHOP 101 Team Member Pocket Cards for the position(s) and station(s) that you train Match each card to the contents of each applicable Learnerrsquos Guide to become familiar with how the Pocket Card reinforces the key information from the modules

Training

The training videos for Servers HostsHostesses Cooks and Combos are provided in DVD format Each DVD contains video segments pertaining to each training module

The video segments are intended to be viewed by the Learner as training progresses For example before actually practicing the preparation of omelettes on the grill and as a supplement to the Certifi ed Trainerrsquos instruction a cook would watch the omelettes section of the Cook Training videos As an alternative the DVDs may be watched from start to fi nish and then re-watched by segment to reinforce learning

The table on the following pages lists each training video chapter and segment and briefl y explains who should view each chapter or segment

TRAINING

OTHERS

3535


Video Chapter

NameSegment Name Who Should Complete It

Shades of Harassment

Supervisor All management or supervisor new hires

Team member All hourly Team Member new hires

IHOP Front-of-House

Service OverviewAll Team Members who will be interacting with guests and all Learners who will be completing the HostHostess Cashier and Server Modules

HostHostess Station

All HostsHostesses and all Team Members who will be greeting and seating guests

All Cashiers and all Team Members who will be operating the cash register and collecting guest payments

Server Station

All Servers and all Team Members who will be taking guest orders and serving food and beverages to the guests

Serving Satisfaction

Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework

LASTAll Team Members who will be interacting with guests and all Learners who will be completing the HostHostess Cashier and Server Modules

Tip Reporting All Servers and all Team Members who receive tips

Cook

Cook Introduction All Cooks and all Team Members who will be preparing food

Prep Station All Prep Cooks and all Team Members who will be performing the advance preparation of food

Egg Station

All Cooks and Team Members who will be preparing eggs and egg plates

All Cooks and Team Members who will be preparing foods in the fryer

Wet Grill Station Omelettes French Toast International Pancakes


3636


TRAINING

OTHERS

Video Chapter


Cook(cont)

Pit Station Miscellaneous Food Items


Wheel Station


All cooks and Team Members who will be calling the wheel and performing the role of the wheel position

IHOP for Me(Simple amp Fit)

All Cooks and Team Members who will be completing the Egg Wet Grill Sandwich Dry Grill and Wheel Station Modules

Combo

Combo Introduction

All Combos and all Team Members who will be performing Combo duties

Restrooms

Maintaining the Outside of the Building

Dish Washing


Receiving and Storing Foods

Changing Bag-In-Box

Bussing a Table


Setting Up a Table

Checking the Restrooms

Seating Guests

Responding to Guestsrsquo Special Needs

Assisting the Servers

Cleaning the Carpets

Activity Scan through the Training Videos DVD Focus on becoming familiar with the chapters and segments available and the general topics and information covered in each segment

TRAINING

OTHERS

3737


The Trainerrsquos Toolkit

The Trainerrsquos Toolkit is a source of supplemental and optional tools materials and resources that can be printed as needed or desired for use in addition to the IHOP 101 Module components

The Trainerrsquos Toolkit is provided for the Trainer and contains a number of tools like restaurant learning maps Learner study guides and role-play exercises with instructions The Trainerrsquos Toolkit is always growing so it should be checked regularly for updates and additions

The Trainerrsquos Toolkit is located on insideIHOP

Activity With the Managerrsquos assistance open and view the contents of the Trainerrsquos Toolkit on insideIHOP Focus on becoming familiar with the tools materials and resources available how they are sorted and how some of the items found there could potentially supplement or enhance your Learnersrsquo learning journey

The Learning Passport

The Learning Passport provides a fun and convenient document that contains a Team Member pledge and the practical exams for all stations It is used to asses record and celebrate each Learnerrsquos progress achievements and successes

The Learning Passport is introduced to the new Team Member during their On-Boarding with the manager when the learning journey is introduced and explained At this time the Learner will complete the fi rst page of the passport taking the ldquoWelcome to IHOPrdquo pledge They will also be given an opportunity to view the practical exams to get an idea of how their training progress will be measured

The main function of the Learning Passport is the practical application examinations These exams are based on the competencies and skills the Learner must master the tasks that they are required to complete in their job and the steps that make up those tasks As a Learner completes their training for each station the manager uses the Passport to evaluate the Learnerrsquos ability to successfully demonstrate and perform what they have learned

3838


TRAINING

OTHERS

2

1 Promptly greet or acknowledge the guest

2 Smile make eye contact and give the guest a warm greeting

3 Come out from behind the podium

4 Engage in light conversation or ask open-ended questions to make the guest feel welcome

5 Ask questions to address basic guest needs (eg number in party seating preferences etc)

6 Ask questions to address special guest needs (eg guests with infants wheelchairs etc)

7 Use the wait list properly

8 Give proper wait time estimates

9 Properly rotate seating in the dining room

10 Walk at the same pace as the guest when showing them to their table

11 Engage in light conversation with the guest when showing them to their table

12 Pull chair away from table as the guest sits if necessary

13 Remove or add extra place settings if necessary

hosthostess

3

14 Hand a menu to each guest after seating with the beverage side up

15 Mention the LTO

16 Tell the guest Serverrsquos name

17 Thank the guest for choosing IHOP

18 Communicate to Server any special events or needs of the guest if applicable

19 Watch for ways to help Server (pre-bussing giving refi lls etc) as they were passing through the dining room after seating guests

20 Collect menus as they were passing through the dining room

21 Monitor the dining room in order to see where they could assist

22 Refi ll guest drinks if needed

23 Pre-bus tables if needed

24 Re-set tables if needed

25 To-go items kept stocked

26 Promptly and correctly packed to-go orders

hosthostess

The Learner is asked to perform the job for which they just completed training while the manager observes

When the Learner successfully performs the listed competency skill or task correctly the Manager checks the corresponding box

If the Learner does not successfully perform or demonstrate one or more of the listed competencies skills or tasks correctly the Manager does not check the box and additional training is provided to the Learner

1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns

When additional training is completed the Manager asks the Learner to once again perform the job for which they just completed training while the Manager observes and checks the boxes once the Learner successfully performs the listed competency skill or task correctly

Once all of the boxes are checked by the manager validating that all of the listed competencies skills or tasks were demonstrated or performed correctly the manager congratulates the Learner on successful completion of the applicable module the Manager and Trainer sign and date the Practical Exam for that module the Learner is considered certifi ed in that station and they are ready to work that station or to begin their next training module

The Learning Passport contains practical exams for all Station Modules which also integrate competencies and skills from the Position Overview modules There is no practical exam for the On-Boarding module

The Learning Passports are ordered or printed as needed and one is used for each Learner throughout their learning journey

Completion Certifi cate

Upon successful completion of the modules required for a particular position the Learner is ldquocertifi edrdquo for that position (ie a Certifi ed Egg Cook) If you choose you can complete and print a Certifi cate of Completion with the Team Memberrsquos name training completion date and position to present to the Learner to additionally recognize their eff orts The certifi cate template is available in the Trainerrsquos Tool Kit on insideIHOP

TRAINING

OTHERS

3939


Training Tracking Sheet

Each Team Memberrsquos training history is to be recorded on the IHOP 101 Program Tracking spreadsheet The updated spreadsheet is to be maintained and stored in the restaurantrsquos OAR Binder It can be posted in the Team Member break area if desired This spreadsheet is available in the Trainerrsquos Tool Kit on insideIHOP in Excel format Complete the tracking sheet as follows

Column Action

Name Fill in the Team Memberrsquos name

Start Date Fill in the date that the Team Member started work

Last Date Worked Fill in the date that a former Team Memberrsquos employment was terminated if applicable

On-Boarding Front-of-the-House Cook Combo Station-Specifi c Modules

Place a check mark in the appropriate column to identify which training modules the Team Member has successfully completed

Recertifi cation YearFill in the appropriate year and place a checkmark in the appropriate column when the Team Member completes an annual training recertifi cation

Training Others Place a check mark in this column when the Team Member completes the Training Others module

Team Member Training Program Tracking Sheet Restaurant ___________

FOH SERVER

Overview Sanitation amp Safety Overview Host Cashier Server Overview Prep Egg Sandwich Fryer Wet

Grill Dry Grill Wheel Overview FOH BOH

Name Last Day Employed

On-Boarding COOK COMBO TrainingOthersHOST

Front of the House


4040


TRAINING

OTHERS

Quiz How to Use the IHOP 101 Program

Now that you have learned about the IHOP 101 Program modules components and how to use each of them itrsquos time to test your understanding

For each new Team Member position plan shown below write in which modules the Learner should complete Then place a checkmark in the appropriate column(s) to indicate which of the program components available will be used for the Learnerrsquos completion of each module Assume that the Certifi ed Trainer will seek and include additional tools or resources as needed from the Trainerrsquos Toolkit and that each module completed will be tracked on the Training Tracking Spreadsheet

Team Member Position Plans

amp Modules to Complete

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1

The new Team Member is a Server Which 3 Modules should they complete

On-Boarding


Server Station Module

And if the Server will also perform HostHostess duties such as greeting and seating guests as part of their Server position what additional module should they also complete


And if the Server will also perform Cashier duties as part of their Server position what additional module should they also complete


2

The new Team Member was hired to be a Line Cook who will be working alone to produce all guest orders and assist with advance food preparation during lower volume periods Which modules should this Learner complete

On-Boarding


Cook - Prep Station Module


TRAINING

OTHERS

4141




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2

(conrsquot)






3

The new Team Member was hired to be a Combo who will be working only in the restaurantrsquos Back-of-House Which modules should this Learner complete

On-Boarding

Combo Position Overview

Combo - BOH Station Module

4

The new Team Member was hired to be a Combo who will be working only in the restaurantrsquos Front-of-House Which modules should this Learner complete

On-Boarding


Combo - FOH Station Module

5

The new Team Member was hired to be a Combo who will be performing both Front-of-House and Back-of-House functions of the Combo position Which modules should this Learner complete

On-Boarding




6

The new Team Member was hired to be a Server but they will also be expected to prepare certain foods in advance such as lemon wedges or dinner salads Which modules should this Learner complete

On-Boarding




4242


TRAINING

OTHERS



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7

This Team Member was hired to be a HostHostess but in addition to their normal responsibilities they will also be expected to bus and reset tables during lower volume periods Which modules should this Learner complete

On-Boarding



Combo Position Overview Module


8

This Team Member was hired to be a Cook In addition to sometimes working alone to produce all guest orders during lower volume periods they will also be expected to wash and restock dishes during very low volume hours The restaurant does have a full-time Prep Cook who already completes all of the restaurantrsquos advance food preparation so this cook will not have to assist with prep Which Modules should this Learner complete

On-Boarding










TRAINING

OTHERS

4343


Now answer the following additional questions If a question is multiple choice circle the one best answer from the options provided

9 When should the modules that a new hire Learner must complete be identifi eda During their fi rst interview for the jobb Before their training beginsc As their training progresses

10 If the Certifi ed Trainer desires or needs additional or supplemental Team Member training tools materials and resources to enhance or supplement the module training where should they lookThe Trainerrsquos Toolkit

11 Who is responsible for completing the On-Boarding module with the Learnera The General Managerb The Certifi ed Trainerc The Learner completes it on their own

12 Who is responsible for completing the Position Overview module with the Learnera The General Managerb The Certifi ed Trainerc The Crew Chief on Duty

13 Who is responsible for completing the Station-Specifi c modules with the Learnera The General Managerb The Certifi ed Trainerc The food distributorrsquos delivery driver

14 Who is responsible for evaluating the Learnerrsquos ability to demonstrate or perform the competencies skills and responsibilities of their job using the practical exams contained in the Learning Passport a The General Managerb The Certifi ed Trainerc Anyone who is available

15 When should the practical exams be administered to and completed successfully by the Learnera Before they are permitted to work their station without supervision or supportb At least 30 days following their completion of the required station modulesc Only if it looks like theyrsquore ldquonot catching onrdquo during their training

4444


TRAINING

OTHERS

Training Others Self-Test

Now that yoursquove completed the entire Training Others Module itrsquos time to take the end-of-module quiz to see how much yoursquove retained Read each statement below and determine which step of training it applies to Place a checkmark in the column of the correct step to indicate your answer Some of the statements may apply to multiple steps Review your answers with your trainer

StatementSteps

Plan Tell Show Do Review

1 The Certifi ed Trainer performs the task while the Learner watches

2 Encourage the Learner to ask questions

3 The Certifi ed Trainer explains the steps of the task and why itrsquos important

4 The Learner explains what theyrsquore doing and why theyrsquore doing it

5 Correct the Learner in a way that others canrsquot hear

6 Prepare for the training session before it begins

7 Itrsquos important to provide a ldquobig picturerdquo overview in this step

8Donrsquot leave them alone during this step until you know they can do the job correctly without error or injury

9 Make sure the Learner understands the job and answer all his questions

10 The step where the who what when where why and how are determined

11 Demonstrate the task in small manageable chunks one step at a time

12 Praise when they do the job right or show improvement

13 The Learner performs the task while the trainer observes and gives feedback

14 Check back on them frequently after the training is over to see if theyrsquore OK

15 Successful on-the-job training begins with this step

Congratulations You have completed the Training Others Module Give this booklet to your Manager to complete your certifi cation

Teaching others can be one of the most fun rewarding and satisfying things yoursquoll ever do If you fi nd your job fulfi lling your Learners will too Good luck

Training Verifi cation For Certifi ed Trainer

Follow these steps to designate a Team Member as a Certifi ed Trainer

Step 1 Team Member completes all appropriate modules and practicalsStep 2 Team Member views the IHOP 101 Training Program DVD Step 3 Team Member completes the Training Others module and practicalStep 4 General Manager completes and signs the Training Verifi cation For Certifi ed TrainerStep 5 Franchise Point of Contact (POC) signs the Training Verifi cation For Certifi ed Trainer formStep 6 GM issues a Certifi ed Trainer Certifi cate (from insideIHOPcom) and a Certifi ed Trainer pin (available from

DataSource) The Training Verifi cation form is fi led in the Team Memberrsquos personnel fi le

Team Memberrsquos Name ________________________________ Restaurant _________________

Front-of-HouseModules

Date Complete Cook Modules Date

Complete Combo Modules Date Complete

On-boarding On-boarding On-boarding

FOH Overview Cook Overview Combo Overview

HostHostess Prep Station Combo BOH

Cashier Egg Station Combo FOH

Server Sandwich Station Training Others Module

Training Others Module Wet Grill Station Training Others

Practical

Training Others Practical Fryer Station View IHOP 101

Training DVD

View IHOP 101 Training DVD Dry Grill Station

Wheel Station

Training Others Module

Training Others Practical

General Manager Name General Manager Signature Date

POC Name POC Signature Date

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FRA 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ITA 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 JPN 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 ENU (Use these settings to create Adobe PDF documents for quality printing on desktop printers and proofers Created PDF documents can be opened with Acrobat and Adobe Reader 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UntaggedRGBHandling LeaveUntagged UseDocumentBleed false gtgt ]gtgt setdistillerparamsltlt HWResolution [600 600] PageSize [612000 792000]gtgt setpagedevice

TRAINING

OTHERS

11


Training Others Program

At IHOP our job is to off er great food and excellent service to each and every guest But this doesnrsquot happen simply by letting each Team Member ldquodo their own thingrdquo It takes teamwork attention to detail and most importantly training Ensuring that all IHOP Team Members are trained and prepared to give our guests a great dining experience is the responsibility of the ldquoCertifi ed Trainerrdquo

Chances are when you started at IHOP you learned to do your job from a Certifi ed Trainer Now that yoursquove demonstrated your ability to excel at your job the next step is for you to be designated as a Certifi ed Trainer and share your knowledge and skills with new and existing Team Members as they grow into successful IHOP Team Members By providing clear objectives and patient guidance you will help new Team Members to quickly learn their jobs and will guide existing Team Members as they learn new tasks both of which help us reach our goals of providing excellent service to our guests

You may be asking yourself ldquoMy Manager thinks I should be a Certifi ed Trainer but whatrsquos in it for merdquo Excellent question Here are just a few of the benefi ts of being a Certifi ed Trainer

In a restaurant with a well-trained staff customer service goes up sales go up and as a result pay and tips go up too

It is personally rewarding to help others learn their jobs

A well-trained team makes the restaurant a more effi cient and pleasant place to work

Team Members see you as a role model and Certifi ed Trainer

You can make it fun

Additionally your entire restaurant team benefi ts by having Certifi ed Trainers on staff in the following ways

A well-trained team increases guest satisfaction and overall restaurant morale

All Team Members are taught the same procedures ensuring consistency in food preparation presentation and service

Team Members have someone they can ask for help or advice when the manager is not available

A well-trained staff that works together actually makes your job easier because if everyone is doing their job correctly it will make you less likely to have to cover for someone who is under performing


To become a Certifi ed Trainer you must complete this Training Others program which is a self-paced instructional module that introduces you to the techniques and principles for training adults in an on-the-job training environment Herersquos how that process works

22


TRAINING

OTHERS







STEP 6



TRAINING

OTHERS

33




Training Basics

Teaching Adults















TRAINING

OTHERS










1

2

3

4

5

6

44

TRAINING

OTHERS

55










S _____ L _____ R _____ D_____

7

8

9

10

11

12

13

66


LEARNING STYLE


About your

style





During note-

taking you

should





When

studying you

should





During tests

you should





TRAINING

OTHERS

TRAINING

OTHERS

77


TRAINING BASICS


Why Train


Training Can

Impact

By

Increases Guest

Satisfaction

Increases Sales

Reduces Food

Costs

Reduces Labor

Costs

Reduces

Turnover

Provides a

Better Work

Environment


88


TRAINING

OTHERS


Training Can

Impact

By

Increases Guest

Satisfaction



Increases Sales


Reduces Food

Costs


Reduces Labor

Costs



Reduces

Turnover


Provides a

Better Work

Environment



TRAINING

OTHERS

99




Characteristic 1 _______________________________________________

Characteristic 2 _______________________________________________

Characteristic 3 _______________________________________________

Characteristic 4 _______________________________________________

Characteristic 5 _______________________________________________



Plenty of patience



Unending enthusiasm





1010


TRAINING

OTHERS



Training New Hires





On-going Training






TRAINING

OTHERS

1111


Teaching Adults



Unconscious

Incompetence






Conscious

Incompetence



Train


Conscious

Competence



Reassure

Build esteem

Keep standards high

Unconscious

Competence



Follow-up

Keep standards high


1212


TRAINING

OTHERS










FEAR OF THE

UNKNOWN







FEAR OF LOOKING

FOOLISH








TRAINING

OTHERS

1313



FEAR OF FAILURE







FEAR OF CHANGE







APATHY


ldquoBORINGrdquo




1414


TRAINING

OTHERS

Learning Styles







1

2

3

4


TRAINING

OTHERS

1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

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Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

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rope

r tra

inin

g an

d ex

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ion

will

ens

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that

our

gue

sts

get t

he

kind

of f

ood

and

serv

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that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

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na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

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Le

arn

er

is a

ble

to

ex

ecu

te p

er

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P

L

ea

rne

r co

mp

lete

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sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

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lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station





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 DEU 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 ESP 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 FRA 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 ITA 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 JPN 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 KOR ltFEFFc7740020c124c815c7440020c0acc6a9d558c5ec0020b370c2a4d06cd0d10020d504b9b0d1300020bc0f0020ad50c815ae30c5d0c11c0020ace0d488c9c8b85c0020c778c1c4d560002000410064006f0062006500200050004400460020bb38c11cb97c0020c791c131d569b2c8b2e4002e0020c774b807ac8c0020c791c131b41c00200050004400460020bb38c11cb2940020004100630072006f0062006100740020bc0f002000410064006f00620065002000520065006100640065007200200035002e00300020c774c0c1c5d0c11c0020c5f40020c2180020c788c2b5b2c8b2e4002egt NLD (Gebruik deze instellingen om Adobe PDF-documenten te maken voor kwaliteitsafdrukken op desktopprinters en proofers De gemaakte PDF-documenten kunnen worden geopend met Acrobat en Adobe Reader 50 en hoger) NOR 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 PTB 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 SUO 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 SVE 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 ENU (Use these settings to create Adobe PDF documents for quality printing on desktop printers and proofers Created PDF documents can be opened with Acrobat and Adobe Reader 50 and later) gtgt Namespace [ (Adobe) (Common) (10) ] OtherNamespaces [ ltlt AsReaderSpreads false CropImagesToFrames true ErrorControl WarnAndContinue FlattenerIgnoreSpreadOverrides false IncludeGuidesGrids false IncludeNonPrinting false IncludeSlug false Namespace [ (Adobe) (InDesign) (40) ] OmitPlacedBitmaps false OmitPlacedEPS false OmitPlacedPDF false SimulateOverprint Legacy gtgt ltlt AddBleedMarks false AddColorBars false AddCropMarks false AddPageInfo false AddRegMarks false ConvertColors NoConversion DestinationProfileName () DestinationProfileSelector NA Downsample16BitImages true FlattenerPreset ltlt PresetSelector MediumResolution gtgt FormElements false GenerateStructure true IncludeBookmarks false IncludeHyperlinks false IncludeInteractive false IncludeLayers false IncludeProfiles true MultimediaHandling UseObjectSettings Namespace [ (Adobe) (CreativeSuite) (20) ] PDFXOutputIntentProfileSelector NA PreserveEditing true UntaggedCMYKHandling LeaveUntagged UntaggedRGBHandling LeaveUntagged UseDocumentBleed false gtgt ]gtgt setdistillerparamsltlt HWResolution [600 600] PageSize [612000 792000]gtgt setpagedevice

22


TRAINING

OTHERS







STEP 6



TRAINING

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33




Training Basics

Teaching Adults















TRAINING

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1

2

3

4

5

6

44

TRAINING

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55










S _____ L _____ R _____ D_____

7

8

9

10

11

12

13

66


LEARNING STYLE


About your

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During note-

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When

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TRAINING

OTHERS

TRAINING

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77


TRAINING BASICS


Why Train


Training Can

Impact

By

Increases Guest

Satisfaction

Increases Sales

Reduces Food

Costs

Reduces Labor

Costs

Reduces

Turnover

Provides a

Better Work

Environment


88


TRAINING

OTHERS


Training Can

Impact

By

Increases Guest

Satisfaction



Increases Sales


Reduces Food

Costs


Reduces Labor

Costs



Reduces

Turnover


Provides a

Better Work

Environment



TRAINING

OTHERS

99




Characteristic 1 _______________________________________________

Characteristic 2 _______________________________________________

Characteristic 3 _______________________________________________

Characteristic 4 _______________________________________________

Characteristic 5 _______________________________________________



Plenty of patience



Unending enthusiasm





1010


TRAINING

OTHERS



Training New Hires





On-going Training






TRAINING

OTHERS

1111


Teaching Adults



Unconscious

Incompetence






Conscious

Incompetence



Train


Conscious

Competence



Reassure

Build esteem

Keep standards high

Unconscious

Competence



Follow-up

Keep standards high


1212


TRAINING

OTHERS










FEAR OF THE

UNKNOWN







FEAR OF LOOKING

FOOLISH








TRAINING

OTHERS

1313



FEAR OF FAILURE







FEAR OF CHANGE







APATHY


ldquoBORINGrdquo




1414


TRAINING

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Learning Styles







1

2

3

4


TRAINING

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1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

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Plan

Tell

Show

Do

Review












TRAINING

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1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

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STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

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STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

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2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

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TRAINING

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2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

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Giving Feedback






Positive Feedback













your co-workers

TRAINING

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2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

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TRAINING

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2727







2828


TRAINING

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HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

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2929















On-Boarding






On-Boarding








3030


TRAINING

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______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

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3131










______________________________________

______________________________________

______________________________________

______________________________________

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3232


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Trainerrsquos Guide


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Learnerrsquos Guide

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3333 - June 2010





3434


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6 7 8










Stay Available


Smile


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To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

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3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

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Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

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3737











3838


TRAINING

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2














hosthostess

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TRAINING

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3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

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Tra

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TRAINING

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On-Boarding




4242


TRAINING

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Tra

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TRAINING

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4343










4444


TRAINING

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StatementSteps

































Practical


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Wheel Station






TRAINING

OTHERS

33




Training Basics

Teaching Adults















TRAINING

OTHERS










1

2

3

4

5

6

44

TRAINING

OTHERS

55










S _____ L _____ R _____ D_____

7

8

9

10

11

12

13

66


LEARNING STYLE


About your

style





During note-

taking you

should





When

studying you

should





During tests

you should





TRAINING

OTHERS

TRAINING

OTHERS

77


TRAINING BASICS


Why Train


Training Can

Impact

By

Increases Guest

Satisfaction

Increases Sales

Reduces Food

Costs

Reduces Labor

Costs

Reduces

Turnover

Provides a

Better Work

Environment


88


TRAINING

OTHERS


Training Can

Impact

By

Increases Guest

Satisfaction



Increases Sales


Reduces Food

Costs


Reduces Labor

Costs



Reduces

Turnover


Provides a

Better Work

Environment



TRAINING

OTHERS

99




Characteristic 1 _______________________________________________

Characteristic 2 _______________________________________________

Characteristic 3 _______________________________________________

Characteristic 4 _______________________________________________

Characteristic 5 _______________________________________________



Plenty of patience



Unending enthusiasm





1010


TRAINING

OTHERS



Training New Hires





On-going Training






TRAINING

OTHERS

1111


Teaching Adults



Unconscious

Incompetence






Conscious

Incompetence



Train


Conscious

Competence



Reassure

Build esteem

Keep standards high

Unconscious

Competence



Follow-up

Keep standards high


1212


TRAINING

OTHERS










FEAR OF THE

UNKNOWN







FEAR OF LOOKING

FOOLISH








TRAINING

OTHERS

1313



FEAR OF FAILURE







FEAR OF CHANGE







APATHY


ldquoBORINGrdquo




1414


TRAINING

OTHERS

Learning Styles







1

2

3

4


TRAINING

OTHERS

1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station







TRAINING

OTHERS










1

2

3

4

5

6

44

TRAINING

OTHERS

55










S _____ L _____ R _____ D_____

7

8

9

10

11

12

13

66


LEARNING STYLE


About your

style





During note-

taking you

should





When

studying you

should





During tests

you should





TRAINING

OTHERS

TRAINING

OTHERS

77


TRAINING BASICS


Why Train


Training Can

Impact

By

Increases Guest

Satisfaction

Increases Sales

Reduces Food

Costs

Reduces Labor

Costs

Reduces

Turnover

Provides a

Better Work

Environment


88


TRAINING

OTHERS


Training Can

Impact

By

Increases Guest

Satisfaction



Increases Sales


Reduces Food

Costs


Reduces Labor

Costs



Reduces

Turnover


Provides a

Better Work

Environment



TRAINING

OTHERS

99




Characteristic 1 _______________________________________________

Characteristic 2 _______________________________________________

Characteristic 3 _______________________________________________

Characteristic 4 _______________________________________________

Characteristic 5 _______________________________________________



Plenty of patience



Unending enthusiasm





1010


TRAINING

OTHERS



Training New Hires





On-going Training






TRAINING

OTHERS

1111


Teaching Adults



Unconscious

Incompetence






Conscious

Incompetence



Train


Conscious

Competence



Reassure

Build esteem

Keep standards high

Unconscious

Competence



Follow-up

Keep standards high


1212


TRAINING

OTHERS










FEAR OF THE

UNKNOWN







FEAR OF LOOKING

FOOLISH








TRAINING

OTHERS

1313



FEAR OF FAILURE







FEAR OF CHANGE







APATHY


ldquoBORINGrdquo




1414


TRAINING

OTHERS

Learning Styles







1

2

3

4


TRAINING

OTHERS

1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

55










S _____ L _____ R _____ D_____

7

8

9

10

11

12

13

66


LEARNING STYLE


About your

style





During note-

taking you

should





When

studying you

should





During tests

you should





TRAINING

OTHERS

TRAINING

OTHERS

77


TRAINING BASICS


Why Train


Training Can

Impact

By

Increases Guest

Satisfaction

Increases Sales

Reduces Food

Costs

Reduces Labor

Costs

Reduces

Turnover

Provides a

Better Work

Environment


88


TRAINING

OTHERS


Training Can

Impact

By

Increases Guest

Satisfaction



Increases Sales


Reduces Food

Costs


Reduces Labor

Costs



Reduces

Turnover


Provides a

Better Work

Environment



TRAINING

OTHERS

99




Characteristic 1 _______________________________________________

Characteristic 2 _______________________________________________

Characteristic 3 _______________________________________________

Characteristic 4 _______________________________________________

Characteristic 5 _______________________________________________



Plenty of patience



Unending enthusiasm





1010


TRAINING

OTHERS



Training New Hires





On-going Training






TRAINING

OTHERS

1111


Teaching Adults



Unconscious

Incompetence






Conscious

Incompetence



Train


Conscious

Competence



Reassure

Build esteem

Keep standards high

Unconscious

Competence



Follow-up

Keep standards high


1212


TRAINING

OTHERS










FEAR OF THE

UNKNOWN







FEAR OF LOOKING

FOOLISH








TRAINING

OTHERS

1313



FEAR OF FAILURE







FEAR OF CHANGE







APATHY


ldquoBORINGrdquo




1414


TRAINING

OTHERS

Learning Styles







1

2

3

4


TRAINING

OTHERS

1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

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re-e

valu

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mpl

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Whe

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ks a

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the

prac

tical

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igne

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Res

taur

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nd

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ner a

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e cu

rren

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ent

ered

N

ote

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rtifi

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d

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pra

cti

ca

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sig

ne

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ted

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uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

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ide

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ssp

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On-Boarding




TRAINING

OTHERS

4141




Tra

ine

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ssp

ort

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3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

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uid

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Tra

inin

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On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






66


LEARNING STYLE


About your

style





During note-

taking you

should





When

studying you

should





During tests

you should





TRAINING

OTHERS

TRAINING

OTHERS

77


TRAINING BASICS


Why Train


Training Can

Impact

By

Increases Guest

Satisfaction

Increases Sales

Reduces Food

Costs

Reduces Labor

Costs

Reduces

Turnover

Provides a

Better Work

Environment


88


TRAINING

OTHERS


Training Can

Impact

By

Increases Guest

Satisfaction



Increases Sales


Reduces Food

Costs


Reduces Labor

Costs



Reduces

Turnover


Provides a

Better Work

Environment



TRAINING

OTHERS

99




Characteristic 1 _______________________________________________

Characteristic 2 _______________________________________________

Characteristic 3 _______________________________________________

Characteristic 4 _______________________________________________

Characteristic 5 _______________________________________________



Plenty of patience



Unending enthusiasm





1010


TRAINING

OTHERS



Training New Hires





On-going Training






TRAINING

OTHERS

1111


Teaching Adults



Unconscious

Incompetence






Conscious

Incompetence



Train


Conscious

Competence



Reassure

Build esteem

Keep standards high

Unconscious

Competence



Follow-up

Keep standards high


1212


TRAINING

OTHERS










FEAR OF THE

UNKNOWN







FEAR OF LOOKING

FOOLISH








TRAINING

OTHERS

1313



FEAR OF FAILURE







FEAR OF CHANGE







APATHY


ldquoBORINGrdquo




1414


TRAINING

OTHERS

Learning Styles







1

2

3

4


TRAINING

OTHERS

1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

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inin

g an

d ex

ecut

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will

ens

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that

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get t

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P br

and

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earn

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act

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and

chec

k th

e bo

x ne

xt to

the

task

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re

com

plet

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orre

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follo

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Le

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to

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P

L

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cce

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me

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me

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un

gry

Le

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ph

y

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t mee

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cti

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instr

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ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

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Gu

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Le

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s G

uid

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Tra

inin

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Po

cke

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Le

arn

ing

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1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

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uid

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Tra

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m M

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arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

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Tea

m M

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Po

cke

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ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

77


TRAINING BASICS


Why Train


Training Can

Impact

By

Increases Guest

Satisfaction

Increases Sales

Reduces Food

Costs

Reduces Labor

Costs

Reduces

Turnover

Provides a

Better Work

Environment


88


TRAINING

OTHERS


Training Can

Impact

By

Increases Guest

Satisfaction



Increases Sales


Reduces Food

Costs


Reduces Labor

Costs



Reduces

Turnover


Provides a

Better Work

Environment



TRAINING

OTHERS

99




Characteristic 1 _______________________________________________

Characteristic 2 _______________________________________________

Characteristic 3 _______________________________________________

Characteristic 4 _______________________________________________

Characteristic 5 _______________________________________________



Plenty of patience



Unending enthusiasm





1010


TRAINING

OTHERS



Training New Hires





On-going Training






TRAINING

OTHERS

1111


Teaching Adults



Unconscious

Incompetence






Conscious

Incompetence



Train


Conscious

Competence



Reassure

Build esteem

Keep standards high

Unconscious

Competence



Follow-up

Keep standards high


1212


TRAINING

OTHERS










FEAR OF THE

UNKNOWN







FEAR OF LOOKING

FOOLISH








TRAINING

OTHERS

1313



FEAR OF FAILURE







FEAR OF CHANGE







APATHY


ldquoBORINGrdquo




1414


TRAINING

OTHERS

Learning Styles







1

2

3

4


TRAINING

OTHERS

1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






88


TRAINING

OTHERS


Training Can

Impact

By

Increases Guest

Satisfaction



Increases Sales


Reduces Food

Costs


Reduces Labor

Costs



Reduces

Turnover


Provides a

Better Work

Environment



TRAINING

OTHERS

99




Characteristic 1 _______________________________________________

Characteristic 2 _______________________________________________

Characteristic 3 _______________________________________________

Characteristic 4 _______________________________________________

Characteristic 5 _______________________________________________



Plenty of patience



Unending enthusiasm





1010


TRAINING

OTHERS



Training New Hires





On-going Training






TRAINING

OTHERS

1111


Teaching Adults



Unconscious

Incompetence






Conscious

Incompetence



Train


Conscious

Competence



Reassure

Build esteem

Keep standards high

Unconscious

Competence



Follow-up

Keep standards high


1212


TRAINING

OTHERS










FEAR OF THE

UNKNOWN







FEAR OF LOOKING

FOOLISH








TRAINING

OTHERS

1313



FEAR OF FAILURE







FEAR OF CHANGE







APATHY


ldquoBORINGrdquo




1414


TRAINING

OTHERS

Learning Styles







1

2

3

4


TRAINING

OTHERS

1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

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r eac

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sitio

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rope

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inin

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ecut

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ilt o

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task

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at a

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plet

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orre

ctly

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follo

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Le

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to

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ecu

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P

L

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pta

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me

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me

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ea

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me

H

un

gry

Le

av

e H

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hil

oso

ph

y

Item

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t mee

ting

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earn

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mpl

ete

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Whe

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ks a

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prac

tical

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Res

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anag

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ner a

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e cu

rren

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e is

ent

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N

ote

L

ea

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no

t ce

rtifi

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osi

tio

n u

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d

t

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cti

ca

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ne

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nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

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uid

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Tra

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m M

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r

Po

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Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

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Tea

m M

em

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arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

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Po

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arn

ing

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ssp

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7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

99




Characteristic 1 _______________________________________________

Characteristic 2 _______________________________________________

Characteristic 3 _______________________________________________

Characteristic 4 _______________________________________________

Characteristic 5 _______________________________________________



Plenty of patience



Unending enthusiasm





1010


TRAINING

OTHERS



Training New Hires





On-going Training






TRAINING

OTHERS

1111


Teaching Adults



Unconscious

Incompetence






Conscious

Incompetence



Train


Conscious

Competence



Reassure

Build esteem

Keep standards high

Unconscious

Competence



Follow-up

Keep standards high


1212


TRAINING

OTHERS










FEAR OF THE

UNKNOWN







FEAR OF LOOKING

FOOLISH








TRAINING

OTHERS

1313



FEAR OF FAILURE







FEAR OF CHANGE







APATHY


ldquoBORINGrdquo




1414


TRAINING

OTHERS

Learning Styles







1

2

3

4


TRAINING

OTHERS

1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






1010


TRAINING

OTHERS



Training New Hires





On-going Training






TRAINING

OTHERS

1111


Teaching Adults



Unconscious

Incompetence






Conscious

Incompetence



Train


Conscious

Competence



Reassure

Build esteem

Keep standards high

Unconscious

Competence



Follow-up

Keep standards high


1212


TRAINING

OTHERS










FEAR OF THE

UNKNOWN







FEAR OF LOOKING

FOOLISH








TRAINING

OTHERS

1313



FEAR OF FAILURE







FEAR OF CHANGE







APATHY


ldquoBORINGrdquo




1414


TRAINING

OTHERS

Learning Styles







1

2

3

4


TRAINING

OTHERS

1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

1111


Teaching Adults



Unconscious

Incompetence






Conscious

Incompetence



Train


Conscious

Competence



Reassure

Build esteem

Keep standards high

Unconscious

Competence



Follow-up

Keep standards high


1212


TRAINING

OTHERS










FEAR OF THE

UNKNOWN







FEAR OF LOOKING

FOOLISH








TRAINING

OTHERS

1313



FEAR OF FAILURE







FEAR OF CHANGE







APATHY


ldquoBORINGrdquo




1414


TRAINING

OTHERS

Learning Styles







1

2

3

4


TRAINING

OTHERS

1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

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sitio

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rope

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inin

g an

d ex

ecut

ion

will

ens

ure

that

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gue

sts

get t

he

kind

of f

ood

and

serv

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the

IHO

P br

and

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ilt o

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na

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bser

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earn

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act

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and

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k th

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x ne

xt to

the

task

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at a

re

com

plet

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orre

ctly

Tas

ks c

heck

ed m

ust m

eet

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follo

win

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iteria

Le

arn

er

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ble

to

ex

ecu

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er

SO

P

L

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sk i

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cce

pta

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me

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me

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ph

y

Item

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t mee

ting

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ain

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ecke

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til L

earn

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re-e

valu

ated

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can

co

mpl

ete

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Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

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r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






1212


TRAINING

OTHERS










FEAR OF THE

UNKNOWN







FEAR OF LOOKING

FOOLISH








TRAINING

OTHERS

1313



FEAR OF FAILURE







FEAR OF CHANGE







APATHY


ldquoBORINGrdquo




1414


TRAINING

OTHERS

Learning Styles







1

2

3

4


TRAINING

OTHERS

1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

1313



FEAR OF FAILURE







FEAR OF CHANGE







APATHY


ldquoBORINGrdquo




1414


TRAINING

OTHERS

Learning Styles







1

2

3

4


TRAINING

OTHERS

1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






1414


TRAINING

OTHERS

Learning Styles







1

2

3

4


TRAINING

OTHERS

1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

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TRAINING

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3939




Column Action









FOH SERVER





Front of the House


4040


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OTHERS






Tra

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2


On-Boarding




TRAINING

OTHERS

4141




Tra

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4


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5


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6


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4242


TRAINING

OTHERS



Tra

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7


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8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

1515



Learning

Style

Preferred










READING


in writing









1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

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ura

nt

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na

ge

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bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

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task

s th

at a

re

com

plet

ed c

orre

ctly

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ks c

heck

ed m

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follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

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L

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sk i

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n a

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me

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me

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ph

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ain

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til L

earn

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re-e

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ated

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can

co

mpl

ete

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ks a

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heck

ed

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prac

tical

is s

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Res

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anag

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Lear

ner a

nd th

e cu

rren

t dat

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ered

N

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L

ea

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r is

no

t ce

rtifi

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in

th

at

p

osi

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n u

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l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

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Gu

ide

Le

arn

errsquo

s G

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Le

arn

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1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

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Gu

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ort

2

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3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

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Gu

ide

Le

arn

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s G

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inin

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ide

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Po

cke

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Le

arn

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Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






1616


TRAINING

OTHERS



Plan

Tell

Show

Do

Review












TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

1717


STEP 1 PLAN

Making a Plan


Determine the

Goal




Develop a

training plan




Plan each step





Failing to Plan


______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

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y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

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inin

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ecut

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TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

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On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

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2

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3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

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Tra

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7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






1818


TRAINING

OTHERS

STEP 2 TELL



be easy to learn



important to you



important to them



job description


Tell them the KEY


job


Tell them in the

simplest way


TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

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IHO

P br

and

was

bu

ilt o

n

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sta

ura

nt

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na

ge

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bser

ve L

earn

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act

ion

and

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k th

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x ne

xt to

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task

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re

com

plet

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orre

ctly

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ks c

heck

ed m

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eet

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follo

win

g cr

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Le

arn

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to

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sk i

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tical

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ner a

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e cu

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TRAINING

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3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

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1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

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Gu

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Le

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3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

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Gu

ide

Le

arn

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s G

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Tra

inin

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7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

1919





Task 1 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 2 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Task 3 Big Picture

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

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me

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me

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ea

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lts

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gn

wit

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Le

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ain

unch

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til L

earn

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re-e

valu

ated

and

can

co

mpl

ete

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task

Whe

n al

l tas

ks a

re c

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ed

the

prac

tical

is s

igne

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Res

taur

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anag

er a

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ner a

nd th

e cu

rren

t dat

e is

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ered

N

ote

L

ea

rne

r is

no

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n u

nti

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ll t

ask

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ck

ed

an

d

t

he

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cti

ca

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ne

d a

nd

da

ted

instr

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ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

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arn

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Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

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inin

g V

ide

os

Tea

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em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






2020


TRAINING

OTHERS

STEP 3 SHOW




a time



Show them the

right way



Show them you

welcome questions



TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

2121


STEP 4 DO




Have the Learner

do the job




Have them explain

as they do the job




Have them show

you step-by-step





Encourage them as

they do the job




Have them do it

again if necessary



2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

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mp

lete

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sk i

n a

n a

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me

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me

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gn

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ph

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t mee

ting

this

crit

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ain

unch

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til L

earn

er is

re-e

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ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

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ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

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Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






2222


TRAINING

OTHERS













TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

2323


STEP 5 REVIEW


Review the Key

Points



Review Their

Work








Review Their

Questions



Review the

Benefi ts



Review Later

On





2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






2424


TRAINING

OTHERS

Giving Feedback






Positive Feedback













your co-workers

TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

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ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

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Gu

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Le

arn

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s G

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ort

1


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2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

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Gu

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Le

arn

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s G

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2

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3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

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Le

arn

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ssp

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7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

2525




Situation 1



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

Situation 2



______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________


______________________________________________________________________________________

______________________________________________________________________________________

2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

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sitio

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inin

g an

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ecut

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follo

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ain

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til L

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ated

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can

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mpl

ete

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prac

tical

is s

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taur

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anag

er a

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ner a

nd th

e cu

rren

t dat

e is

ent

ered

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ea

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r is

no

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rtifi

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in

th

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p

osi

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TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

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Gu

ide

Le

arn

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s G

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Tra

inin

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r

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1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

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Gu

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Le

arn

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3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

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Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

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arn

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7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






2626


TRAINING

OTHERS














TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

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ve L

earn

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act

ion

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k th

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x ne

xt to

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task

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re

com

plet

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orre

ctly

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ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

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L

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rne

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mp

lete

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sk i

n a

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ain

unch

ecke

d un

til L

earn

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re-e

valu

ated

and

can

co

mpl

ete

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task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

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ted

instr

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ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

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Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

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os

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m M

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be

r

Po

cke

t C

ard

Le

arn

ing

Pa

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ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

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Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

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ort

2

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3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

2727







2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

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bser

ve L

earn

er in

act

ion

and

chec

k th

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x ne

xt to

the

task

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at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

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ea

rne

rrsquos

resu

lts

ali

gn

wit

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ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

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crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

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cke

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arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






2828


TRAINING

OTHERS





HostHostess Station

Cashier Station

Server Station

Cook Overview

Prep Station

Egg Station

Fryer Station

Wet Grill Station

Sandwich Station

Dry Grill Station

Wheel Station





















TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

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d un

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earn

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re-e

valu

ated

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can

co

mpl

ete

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Whe

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ks a

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ed

the

prac

tical

is s

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d by

Res

taur

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anag

er a

nd

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ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

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l a

ll t

ask

s a

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ed

an

d

t

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pra

cti

ca

l is

sig

ne

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nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

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Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

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g V

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r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

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m M

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arn

ing

Pa

ssp

ort

2

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3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

2929















On-Boarding






On-Boarding








3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

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sitio

n P

rope

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inin

g an

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ecut

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plet

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P

L

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ain

unch

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d un

til L

earn

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re-e

valu

ated

and

can

co

mpl

ete

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task

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l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

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l a

ll t

ask

s a

re c

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ck

ed

an

d

t

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pra

cti

ca

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nd

da

ted

instr

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ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

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Tra

inin

g V

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os

Tea

m M

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r

Po

cke

t C

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Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

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Tea

m M

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Pa

ssp

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2

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3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

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be

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Le

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7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






3030


TRAINING

OTHERS





______________________________________

______________________________________

______________________________________


______________________________________

TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

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sta

ura

nt

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na

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ve L

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act

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and

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x ne

xt to

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task

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plet

ed c

orre

ctly

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ks c

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ed m

ust m

eet

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follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

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ea

rne

rrsquos

resu

lts

ali

gn

wit

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ldquoCo

me

H

un

gry

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av

e H

ap

py

rdquo p

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ph

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ting

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eria

will

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ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

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ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

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Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

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Pa

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ort

2

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3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

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Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

3131










______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

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ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

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Item

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t mee

ting

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crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

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ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

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be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

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Tea

m M

em

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cke

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arn

ing

Pa

ssp

ort

2

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3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






3232


TRAINING

OTHERS





Trainerrsquos Guide


HostHostess Station










HostH





TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

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ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

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Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

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Tea

m M

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ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

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Gu

ide

Le

arn

errsquo

s G

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ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

3333




Learnerrsquos Guide

HostHostess Station










HostH


3333 - June 2010





3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

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ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






3434


TRAINING

OTHERS



6 7 8










Stay Available


Smile


Keep an eye out for





To Go Orders






1

2

3

4

5


Finish Strong




Smile

Make eye contact






Smile


Host Station





Training




TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

3535


Video Chapter





IHOP Front-of-House


HostHostess Station



Server Station



Order

Delivery

Pre-Delivery

Post-Delivery

Follow Up

Finish Strong

Sidework



Cook



Egg Station





3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






3636


TRAINING

OTHERS

Video Chapter


Cook(cont)



Wheel Station





Combo

Combo Introduction


Restrooms


Dish Washing



Changing Bag-In-Box

Bussing a Table


Setting Up a Table


Seating Guests





TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

3737











3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

OP

Gui

delin

es

and

Proc

edur

es fo

r eac

h po

sitio

n P

rope

r tra

inin

g an

d ex

ecut

ion

will

ens

ure

that

our

gue

sts

get t

he

kind

of f

ood

and

serv

ice

that

the

IHO

P br

and

was

bu

ilt o

n

Re

sta

ura

nt

Ma

na

ge

r O

bser

ve L

earn

er in

act

ion

and

chec

k th

e bo

x ne

xt to

the

task

s th

at a

re

com

plet

ed c

orre

ctly

Tas

ks c

heck

ed m

ust m

eet

the

follo

win

g cr

iteria

Le

arn

er

is a

ble

to

ex

ecu

te p

er

SO

P

L

ea

rne

r co

mp

lete

s ta

sk i

n a

n a

cce

pta

ble

ti

me

fra

me

L

ea

rne

rrsquos

resu

lts

ali

gn

wit

h o

ur

ldquoCo

me

H

un

gry

Le

av

e H

ap

py

rdquo p

hil

oso

ph

y

Item

s no

t mee

ting

this

crit

eria

will

rem

ain

unch

ecke

d un

til L

earn

er is

re-e

valu

ated

and

can

co

mpl

ete

the

task

Whe

n al

l tas

ks a

re c

heck

ed

the

prac

tical

is s

igne

d by

Res

taur

ant M

anag

er a

nd

Lear

ner a

nd th

e cu

rren

t dat

e is

ent

ered

N

ote

L

ea

rne

r is

no

t ce

rtifi

ed

in

th

at

p

osi

tio

n u

nti

l a

ll t

ask

s a

re c

he

ck

ed

an

d

t

he

pra

cti

ca

l is

sig

ne

d a

nd

da

ted

instr

uctio

ns







TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort

2

(conrsquot)






3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

rrsquos

Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

g V

ide

os

Tea

m M

em

be

r

Po

cke

t C

ard

Le

arn

ing

Pa

ssp

ort


7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






3838


TRAINING

OTHERS

2














hosthostess

3


15 Mention the LTO












hosthostess




1

This

pra

ctic

al w

ill b

e us

ed to

det

erm

ine

how

eff

ect

ivel

y yo

u de

mon

stra

te th

e IH

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Gui

delin

es

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r eac

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sitio

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will

ens

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our

gue

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get t

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kind

of f

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and

serv

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that

the

IHO

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and

was

bu

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Re

sta

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Ma

na

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act

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the

task

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at a

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plet

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ctly

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ks c

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the

follo

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to

ex

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ea

rne

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sk i

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un

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ap

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ph

y

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this

crit

eria

will

rem

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re-e

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can

co

mpl

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task

Whe

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the

prac

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Res

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Lear

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nd th

e cu

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s a

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an

d

t

he

pra

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ca

l is

sig

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instr

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TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

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Gu

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Le

arn

errsquo

s G

uid

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Tra

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Tea

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Le

arn

ing

Pa

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1


On-Boarding







2


On-Boarding




TRAINING

OTHERS

4141




Tra

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Gu

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Le

arn

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Tra

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3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

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Gu

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Le

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Tra

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Le

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7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

3939




Column Action









FOH SERVER





Front of the House


4040


TRAINING

OTHERS






Tra

ine

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Gu

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TRAINING

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4141




Tra

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2

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3


On-Boarding



4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

ine

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Gu

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Tra

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arn

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7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






4040


TRAINING

OTHERS






Tra

ine

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Gu

ide

Le

arn

errsquo

s G

uid

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Tra

inin

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1


On-Boarding







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On-Boarding




TRAINING

OTHERS

4141




Tra

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3


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4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

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Le

arn

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7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

4141




Tra

ine

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Gu

ide

Le

arn

errsquo

s G

uid

e

Tra

inin

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3


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4


On-Boarding



5


On-Boarding




6


On-Boarding




4242


TRAINING

OTHERS



Tra

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7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






4242


TRAINING

OTHERS



Tra

ine

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Gu

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Le

arn

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s G

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e

Tra

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7


On-Boarding





8


On-Boarding










TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






TRAINING

OTHERS

4343










4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station






4444


TRAINING

OTHERS



StatementSteps

































Practical


Training DVD


Wheel Station




















Practical


Training DVD


Wheel Station






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