Training Program Guidelines - Ritricted Access 202/ihop_202_pro… · · 2013-02-22guidelines...

Training Program Guidelines Following are the IHOP 202 guidelines effective April 1, 2011. If you have additional questions regarding the IHOP 202 program that are not answered in the following guidelines please contact your Franchise Business Consultant. For your convenience, the Table of Contents below and the Quick Reference Tables within this document contain links to the named sections of the document. To use a link, place your cursor on the link (links indicated by colored font with underlining), then hold down the “Ctrl" button on your computer keyboard while clicking your left mouse button.

Table of Contents The IHOP 202 Restaurant Manager Training Program ............................ 3 IHOP 202 Requirement for IHOP Management Certification .................. 3

202 Training Restaurant Designation Guidelines ................................... 4 Minimum Training Restaurant Designation Criteria ................................. 4 202 Designation Checklist & Approvals Form ........................................... 7

Designation Action Steps & Timeline ....................................................... 10 202 Training Manager Train-the-Trainer................................................. 11 Annual Designation Review ..................................................................... 12 Suspension of Designation ....................................................................... 12 202 Designation Quick Reference Table ................................................. 13

202 Program Enrollment ......................................................................... 14 General Enrollment Guidelines ................................................................ 14 Training Information Sheet Submission & Enrollment ........................... 14 Failure to Appear and Individual MIT Cancelations ............................... 15 202 Program Costs ................................................................................... 15

Training Information Sheet (TIS) ............................................................ 16 202 Enrollment Quick Reference Table ................................................... 17

202 Training Attendance Requirements ................................................. 18 Daily Class Attendance ............................................................................. 18 Special Needs Accommodations .............................................................. 18

202 Program Components ....................................................................... 18 Learner’s Guide ......................................................................................... 18 Checklist/Agendas ......................................................................................... 19 Key Learnings Exercises ................................................................................ 19 Trainer’s Guide .......................................................................................... 19 Continued on next page…

Training Program Guidelines

IHOP Training Department page 2 of 27 April 1, 2011

Daily Evaluations ...................................................................................... 20 Post-training Action Plan ......................................................................... 20 Completion Certificate .............................................................................. 21 Completion Record ................................................................................... 21

202 Training Records ............................................................................... 22 Documents Submitted to the RSC by the Training Manager .................. 22 Documents Submitted to the MIT’s Supervisor by the MIT ................... 22 IHOP 202 Training Guidelines for the Trainer ........................................ 23 Training Delivery ....................................................................................... 23 Training Agenda ........................................................................................ 24

Activities an MIT Should Not Perform ..................................................... 25 Trainer Authority ....................................................................................... 26 Providing Feedback ................................................................................... 26 Training Materials & Tools ........................................................................ 26



The IHOP 202 Restaurant Manager Training Program IHOP 202 is the second step of the IHOP Restaurant Management Training Program. 202 is a two week intensive program that is intended to immediately follow IHOP 201 - the hourly team member position training for Restaurant Managers. Beyond craft station training, IHOP 202 teaches managers how to manage an IHOP restaurant.

IHOP 202 Mission Statement To provide restaurant managers with the training, tools, and practical experience to effectively manage day-to-day restaurant operations within operational guidelines and in a manner that creates guest satisfaction and leads to the continued growth and success of the restaurant, franchise organization, and the brand.

IHOP 202 Requirement for IHOP Management Certification Effective October 1, 2010 IHOP 202 opened for Trainee enrollment. Franchisees who desire to send restaurant managers – newly hired or existing – to complete the IHOP 202 program, may do so following the established enrollment process and guidelines. The 202 Program is intended to be completed by management trainees immediately following the completion of IHOP 201, so trainees should be enrolled in IHOP 202 at the same time as, or shortly after, their enrollment in IHOP 201. Effective April 1, 2011 successful completion of IHOP 202 will be a required component of the IHOP management certification process.



202 Training Restaurant Designation Guidelines

Minimum Training Restaurant Designation Criteria

IHOP 202 Training

Restaurant Criteria

A 202 Training Restaurant must meet the following minimum criteria to be considered to begin the designation process and maintain designation once approved:

The Restaurant is classified as an A Operation (see A/B Status Criteria for more detailed definitions)

NOTE: A newly opened restaurant cannot be considered for 202 designation until A/B Status criteria are measurable.

Restaurant manager attends all district-level New Product & Promotions Training as required along with at least 1 server trainer and 1 cook trainer. Trains hourly employees on new products and promotions and registers their unit-level training on InsideIHOP.

Restaurant’s Remodel Status is current. OAR Scores: Average of last 2 totals A or higher. Health Department Ratings: A (see A/B Criteria for A

equivalencies when Health Inspections are graded by percentage, S/U, or other).

Manager responsible for day-to-day operations is IHOP Management Certified and will be the 202 Training Manager.

A minimum of 2 each FOH and BOH hourly Certified Trainers

A minimum of 4 team members currently certified in approved Food Safety Management Program

The restaurant’s Franchisee and franchise organization meet the additional A criteria of Franchisee Certification; Meeting Participation; Multi-Unit Management Infrastructure; Supports for Growth

Average net sales volume of at least $25k/week The restaurant has been open and operating for a minimum of

6 months Restaurant guest complaints per $100k sales goal lower than

regional average. Restaurant models use of IHOP 101 Training files organized and up-to-date

Continued on next page…



IHOP 101, including the On-Boarding Module, Learning Passports, and any required written tests are used with every new-hire trainee

Training tracking spreadsheets in use; all employees documented

Currently a Certified IHOP 201 (formerly known as Phase 1) Training Restaurant

Training Manager must: Be the Restaurant General Manager (GM). The 202 Training

Manager may not be a multi-unit manager or multi-unit training manager or director

Be an IHOP Certified Manager Have GM position tenure of at least 6 months in the

training restaurant Be able to read, write and speak English Demonstrate the Training Manager Criteria listed below Complete IHOP 202 Train-the-Trainer (TTT)

At least 1 Assistant Manager must be IHOP Certified Manager Franchisee must understand and agree to all IHOP 202 Training

restaurant and training guidelines, responsibilities, and expectations.

Able and willing to accept management trainees from other franchise organizations

FBC and RD make recommendation to FTC & DVP; FTC, RD, DVP, & Director of Training all must make final approval.

Training Restaurant must have: Manager office PC (separate from POS computer) with CD-

ROM/DVD drive Microsoft Office basic software (Word, Excel, PowerPoint) Internet access GM access to InsideIHOP GM Email

IHOP 202 Training Manager Criteria

A Training Manager (GM) must demonstrate the ability to effectively transfer information using IHOP’s training methodology, which includes these behaviors:

Follows Plan, Tell, Show, Do, Review training process Identifies trainee’s preferred learning style and tailors training

delivery method to match Continued on next page…



Encourages trainees to performs tasks; maintains a “safe” environment in which to make mistakes

Fosters an environment where trainees are free to ask questions; encourages questions

Practices effective communication, including active listening with an intent to "listen for meaning”; focusing their attention on the speaker, suspending their own frame of reference and judgment in order to effectively understand, interpret, and evaluate what he or she heard.

Continually checks for trainee’s understanding of content throughout the learning

Provides positive feedback frequently and when appropriate Provides feedback for improvement when appropriate and in a

manner that maintains the trainees motivation and willingness to learn

Uses IHOP approved training and references materials as the basis for information transfer; reinforces concepts through explanation of personal experiences

Encourages trainee to refer to IHOP reference materials when appropriate

Uses training agenda/checklist/schedule to organize training and has a training schedule in place

Training Manager must also actively practice the principles, activities, and competencies contained in the IHOP 202 program to the highest standards.



202 Designation Checklist & Approvals Form (example)

Figure 1



Figure 2



Figure 3



Designation Action Steps & Timeline 120 Days Franchisee makes designation request to FBC. 90-120 Days FBC reviews and explains designation process and all 202 program

guidelines, responsibilities and costs to the franchisee and franchisee agrees to the program guidelines, expectations, and responsibilities. This should be done in person with the FBC and franchisee. FBC obtains RD’s approval to begin designation process using the 202 Designation Checklist & Approvals Form. Upon RD approval, FBC notifies FTC of intent to begin the designation process.

90 Days FTC notifies DVP & Director of Training of FBC intent & RD

approval to begin process. 30-90 Days Within 30-90 days of targeted designation final approval date, FBC

performs a 202 Training Restaurant designation visit to the restaurant without prior notice to the restaurant and notifies the FTC, RD, DVP & Director of Training of the results and their recommendation to approve or disapprove the designation using the 202 Designation Checklist & Approvals Form.

0-15 Days RD, DVP, & Director of Training submit their final approval or

disapproval of the designation to the FTC using the 202 Designation Checklist & Approvals Form.

The FTC notifies the FBC of the final approval or disapproval. The

FBC, in turn, notifies the Franchisee. Upon Designation Once designation is approved, the FBC coordinates enrollment of

the Training Manager in IHOP 202 Train the Trainer (TTT) with the Franchisee and the FTC.



202 Training Manager Train-The-Trainer Trainees must be enrolled, for 202 TTT at least 30 days in advance of the scheduled TTT start date. TTT classes will be scheduled periodically based on anticipated need. The duration of 202 TTT is 4 consecutive training days. Former 202 Training Managers who have left IHOP and been absent from the system for an excess of 12 months will be required to re-complete the full TTT program in order to resume training IHOP 202. 202 TTT includes an in-depth overview of the 202 program and completion of many of the MIT activities and exercises contained in the IHOP 202 program. The new Training Manager will also be instructed in the program guidelines and expectations, administrative requirements, how to appropriately plan and schedule the training, and how to instruct and deliver the program to MITs. Cost of the 202 TTT is $200 per participant which is charged to the Franchisee’s GA after TTT is completed. The duration of 202 TTT is 4 full training days, not including travel day(s). If, for any reason, an enrolled TTT participant cancels their attendance of 202 TTT later than 30 days prior to the scheduled start date of the class the Franchisee will be charged a $50 fee for the cost of the printed materials purchased and shipped based on their enrollment. If, for any reason, an enrolled TTT participant cancels their attendance of the 202 TTT later than 15 days prior to the scheduled start date of the class the Franchisee will be charged a $70 fee for the cost of the class printed materials and other class supplies that were purchased and shipped based on their enrollment. The Franchisee is responsible for communicating enrollment in IHOP 202 TTT, including dates, time, and location, to their Training Manager and any other approved participants from their organization. Additionally, the franchisee is responsible for arranging and paying for all travel and accommodations for their organization’s 202 TTT participants. One multi-restaurant operations or training manager per franchise organization may attend the IHOP 202 TTT class. This participant will be considered a resource of support to the 202 Training Manager and the successful implementation and execution of the IHOP 202 program. Attendance of the 202 TTT does not, however, qualify the support manager to deliver or administer IHOP 202 training in place of the designated IHOP 202 Training Manager. In order to be approved to enroll in and attend the 202 TTT, the support manager must: Hold a position of oversight and/or supervision of the designated 202 Training

Manager of a designated IHOP 202 Training Restaurant. Be committed to providing, and be available regularly, to provide 202 program

support to the 202 Training Manager. Participate completely in all TTT class hours and activities, including the class pre-

work. Commit to being present and free from distractions at the TTT class (no cellphones,

laptops, etc.) during TTT class time.



FBCs, RDs, and other RSC personnel may enroll in and attend the 202 TTT at no charge. After completion of 202 TTT, the new Trainer will be observed, coached, assessed and supported in person by the FTC during the first 2-3 days of training their first MIT. Annual Designation Review The FBC will perform an annual audit of all of their existing 202 Training Restaurants to ensure compliance with the standards and guidelines and to verify that the restaurant and Training Manager continue to meet the designation criteria and expectations using the 202 Designation Checklist & Approvals Form. It is expected that the FBC will incorporate this activity into their routine market visits or travel to the area for other purposes to avoid incurring added travel costs. Suspension of Designation In order to retain designation, the 202 Training Restaurant must maintain compliance with the standards and guidelines and continue to meet the designation criteria and expectations. A designated 202 Training Restaurant or its Franchisee or designated representative must notify the FTC within 72 hours of any criteria that no longer meets the requirements. Upon notification or discovery of failure to meet the minimum designation criteria, the 202 Training Restaurant will have their designation suspended until the criteria are met. Failure to correct any criteria that are substandard within 3 months (1 quarter) will result in complete withdrawal of designation. A formerly designated restaurant that has lost designation must be again designated following the same process as a new designation candidate restaurant in order to be re-designated as an IHOP 202 Training Restaurant.



202 Designation Quick Reference Table

Action Key Points Person(s) Responsible Timeline

Franchisee request for designation

Franchisee requests designation of restaurant to FBC.

Franchisee 120 days before desired designation date

Franchisee agrees to designation criteria and program expectations

FBC ensures Franchisee understanding and agreement.

FBC & Franchisee 90-120 days before targeted designation date

Approval to begin designation process

RD approval is required for designation process.

FBC & RD 90-120 days before targeted designation date

Intent to designate announced

FTC, DVP & DT are notified of designation intent & RD approval to proceed

FBC & FTC Upon RD approval

Designation visit and criteria compliance verification

FBC performs designation visit and completes designation checklist.

FBC 30-90 days before targeted designation date

Final designation approvals

Final approval process. RD, DVP, FTC & DT 0-15 days before targeted designation date

Designated Training Manager enrolled in TTT workshop

FBC coordinates enrollment of Training Manager in next available TTT.

FBC with Franchisee & FTC

Upon final designation approval & at least 30 days prior to scheduled start date of TTT

Designated Training Manager attends TTT workshop

TTT workshops offered periodically available as needed.

Training Manager & Training Department

As enrolled

FTC provides on-site support for first MIT

Trainer will be observed, coached, assessed and supported by FTC.

FTC First 2-3 days of first MIT’s training

Annual designation review

Formal verification that the Training Restaurant continues to meet the designation criteria and expectations.

FBC Within 90 days of designation anniversary



202 Program Enrollment General Enrollment Guidelines For optimum benefit and success of the MIT, IHOP 202 should be completed by

the MIT directly following completion of IHOP 201 training and before operating a restaurant or running a shift without direct supervision. Therefore, the candidate should be enrolled in IHOP 202 at the same time as or very shortly after they are enrolled in IHOP 201.

There is a strictly enforced 30-days-in-advance 202 Program enrollment deadline so that it can be verified that the Training Manager will be available, that the Training Restaurant has openings available, and so an appropriate start date and duration timeline can be established.

There is a maximum of two (2) Managers-in-Training (MITs) permitted to be in training simultaneously at a single 202 Training Restaurant. If there will be 2 MITs simultaneously, they must begin their training on the same day.

Training Information (TIS) Sheet Submission & Enrollment TIS (Figure 4) for IHOP 202 are to be completed by the candidate’s FBC. The

candidate’s franchise POC has to prove IHOP 201 completion, using the IHOP 201 (or IMTP Phase 1) checklist/agendas, via fax, mail, email, or in person.

The FBC sends completed TIS for 202 enrollment via email to their region’s FTC, copying the RD. TIS for 202 must be received by the FTC and RD no later than 33 days prior to the desired start date of the training. This allows the FTC and RD 72 hours to review and reply on the TIS plus the minimum 30 days enrollment requirement. NOTE: MITs will not be approved to begin 202 training on a Friday, Saturday, or Sunday or on any major holidays.

The FTC and RD have 72 hours to review and respond to FBC should there be any issues or concern with the TIS or the 202 candidate.

If the TIS is not satisfactory, the FTC or RD communicates any concerns or issues to the FBC, who follows up and withdraws or resubmits a corrected TIS.

If the TIS and 202 candidate are satisfactory, The FTC contacts the Training Manager of the desired 202 Training location to verify that the Training Manager will be available during the desired duration dates, that the Training Restaurant has openings available, and to coordinate the most appropriate training start and duration dates.

If the desired location and dates submitted on the original TIS are coordinated and approved, the FTC submits the TIS to the Training Department for the candidate’s enrollment. The FTC will also reply to FBC that TIS was received and submitted for enrollment.

If the desired location and dates submitted on the original TIS are not approved, the FTC notifies the FBC of the alternative location and/or dates that are available. The FBC confirms that the new dates and/or location are acceptable with the franchise POC. If the new dates/location are acceptable, the FBC then modifies the TIS accordingly with the new corrected dates/location and resubmits the TIS to the FTC, copying the RD. The FTC submits the corrected TIS to the Training Department for the candidate’s enrollment. The FTC will also reply to FBC that TIS was received and submitted for enrollment.



The FTC receives confirmation that TIS were received by the RSC and the 202 candidate is added to the class roster within 72 hours of submission of the TIS.

The Training Department will send the enrolled trainee a 202 Training Welcome Kit within 5 business days of the receipt of the FTC & RD-approved TIS. Receipt of this letter is considered the trainee’s final and official confirmation of enrollment, and they may then book any travel and accommodations needed.

Failure to Appear and Individual MIT Cancelations The Franchisee whose 202 Trainees do not appear for 202 Training in which they

were enrolled or whose enrolled MITs cancel their enrollment less than 15 days prior to the start date of the class for which they were enrolled will be charged the $350 cost of 1 week of training.

If the 202 Trainee who does not appear is from the 202 Training store’s own franchise organization, IHOP will not charge the franchisee for the cost of 1 week of training, but the franchisee will be charged the $25 welcome packet fee.

The Franchisee whose 202 Trainees do not appear for 202 Training in which they were enrolled or whose enrolled MITs cancel their enrollment after the Trainee’s welcome packet has already been shipped will be charged the $25 welcome packet fee.

A revised TIS is to be submitted by the FBC to the FTC within 7 days of the MIT cancelation or failure to appear.

202 Program Costs For each of their organization’s 202 trainees sent to another franchisee’s IHOP

202 Training Restaurant, the Franchisee’s general account (GA) will be charged the 202 program fee of $700. The Training Restaurant will be reimbursed $675 for costs incurred during training including extra labor, training materials, food, incidental supplies and document shipping. The remaining $25 will be reimbursed to the Training Department for Trainee’s welcome packet and document shipping costs. The $675 portion of the program fee will not be charged to the franchisee or reimbursed to the Training Restaurant if the MIT is a member of the same franchise organization as the Training Restaurant, but the $25 welcome packet & document shipping fee will be charged to the Franchisee.

The full program fee will be charged even if the MIT does not complete the program in its entirety for any reason.

MIT travel, transportation and hotel costs are to be covered in full by the franchisee. Meals during training hours and training materials and supplies are provided during training and are included in the program fee.

MITs may be given the opportunity to check out SOP manuals for study and assigned homework. To do so, they and the Training Manager will be required to complete and sign an “IMTP Training Materials Checkout Sheet” upon check out, reflecting the condition of which materials were borrowed, and upon return. If the manuals checked out are not returned, or are not returned in similar condition to which they were borrowed, the MIT’s Franchisee will be charged the cost of the 202 Training Restaurant’s replacement of the related SOP manuals in addition to the program fee.



IMTP Training Information Sheet (example)

Figure 4



202 Enrollment Quick Reference Table

Action Key Points Person Responsible Timeline

Candidate information and prerequisite proof submitted to FBC

See Training Information Sheet posted on InsideIHOP for required information. Contact FBC for prerequisite proof requirements.

Franchisee or designated representative

A minimum of 33 days before desired start date

TIS submitted to FTC

FTC will contact desired Training Restaurant to validate ability to accept candidate starting on requested date.

FBC A minimum of 33 days before desired start date

Start date & location determined

Original requested start date & location based on availability. If unavailable, FTC will coordinate & communicate alternatives.

FTC with FBC & Training Manager(s)

33-30 days before desired start date

Candidate approval process

Approval contingent on candidate meeting all enrollment prerequisites

FBC, RD, & FTC 33-30 days before decided start date

TIS submitted to Training Department for enrollment

MIT will be enrolled in agreed upon 202 training.

FTC Upon approval

Welcome kit mailed to MIT

Sent to address submitted on TIS. Training Department

30-27 days before start date

MIT travel & accommodations arranged

Participant’s receipt of the welcome letter serves as their final confirmation of enrollment.

Franchisee or their designated representative

Upon receipt of Welcome Letter

Notice of individual participant cancelation of enrollment submitted to FBC

Participants may cancel after the deadline, but their franchisee will be charged the cost of 1 week if they do so.

Participant, Franchisee, or Franchisee’s designated representative

15 business days before enrolled start date

Cancelation or withdrawal submitted to FTC

FBC submits revised TIS reflecting & validating actual start date (if applicable), completion date (if early withdrawal) and appropriate charges selected. If a cancelation prior to start, note in comments area.

FBC Within 7 days of cancelation or withdrawal



202 Training Attendance Requirements Daily Participant Class Attendance

There is a minimum 202 Training Program requirement of 2 consecutive weeks

consisting of a minimum of 10 training days. All participants are required to attend the entire day for each scheduled day. All

modules and activities are mandatory for completion of the program. Rarely, a participant may be forced to miss a portion of the program due to extenuating circumstances and these situations will be addressed on a case-by-case basis.

Training workdays and days off will be scheduled by the Training Manager.

Special Needs Accommodations The Training Department recognizes and values the diversity of our managers. Reasonable accommodations will be made for special needs to the extent that the Training Department, Training Restaurant, and Training Managers are able - provided such accommodations do not conflict with the requirements and integrity of the program or IHOP SOP.

The 202 Program Components The Learner’s Guide The 202 Learner’s Guide is the foundation of the program as it clearly defines the topics and competencies covered in the program and ensures that the objectives of the training are met. However, it is not the primary delivery method. The primary delivery method of IHOP 202 is “live” Trainer-to-Trainee. Instead, the Learner’s Guide is a supporting resource and reference tool for the trainee that:

– Provides detailed explanations & information on all of the program learnings. – Assigns specific activities & exercises to enhance learning. – Can be retained & used by the Trainee after training completion.

The Learner’s Guide is designed in modules that can be utilized in a flexible way according to how they best fit and flow with the training period and agenda. There is lots of room for trainees’ notes throughout the manual. Important points are clearly emphasized and tips, best demonstrated practices, where to find more information and resources and sample tools and documents for later duplication and use are provided throughout the manual. It also contains regular interactive activities and exercises to ensure complete learning and opportunities to practice critical competencies and skills. The MIT should complete all of the exercises and activities found in the Learner’s Guide as instructed.



The Learner’s Guide is be issued to the MIT at the start of their IHOP 202 training and is theirs to keep. The MIT may write in it, highlight, etc. as much as they would like. The MIT must bring the Learner’s Guide to training with them each day for use and reference during the training. Two key exercises found in the Learner’s Guide are the Checklist/Agendas and the Key Learnings Exercises. Checklist/Agendas: Topics and activities listed are simply checked off as they are completed. If any item is not checked by end of 202, the Training Manager must write explanation why in the comments area provided. The MIT & Training Manager both sign the Checklist/Agendas when all items are checked off (or explained if intentionally not checked off) and all comments are written. The comments field is primarily for training manager comments, specifically to make notes on specific areas needing improvement and any additional training provided to improve the competency and skill as well as positive feedback for areas where the MIT performed well. If they desire, the MIT does have the right and should be permitted to add comments as well. It is suggested that the Checklist/Agendas be completed daily as part of the day’s review.

Key Learnings Exercises: Each module ends with a Key Learnings Exercise to show what the MIT learned and to give the Training Manager an opportunity to ensure that the MIT got what they should have out of each module before moving on to the next. The Trainer’s Guide The Trainer’s Guide is the Training Manager’s tool to guide them through effectively delivering the 202 program content to the MIT. For each corresponding module in the Learner’s Guide, the Trainer’s Guide starts with module highlights that help the trainer prepare to deliver the information.

Bob’s coaching to praise was well done and very effective. He made it clear what the team member did; explained the impact; shared his feelings; and encouraged more of the same behavior. Bob’s performance of this activity was so effective that we immediately observed that other team members were making efforts to perform well in order to receive praise from Bob too - and he gave it easily and effectively whenever he saw it was earned. Great leadership Bob!

Bob’s coaching to praise was well done and very effective. He made it clear what the team member did; explained the impact; shared his feelings; and encouraged more of the same behavior. Bob’s performance of this activity was so effective that we immediately observed that other team members were making efforts to perform well in order to receive praise from Bob too - and he gave it easily and effectively whenever he saw it was earned. Great leadership Bob!



Following the Module Highlights for each module, guidance is provided for the delivery & key points of each section in the module. Answer keys for worksheets and activities are also included in the Trainer’s Guide. Daily Evaluations The Training Manager will evaluate the MIT’s overall performance, participation and progress daily using the 202 Daily Evaluations form. This daily evaluation process allows the Training Manager to formally provide feedback to the MIT on their successes and opportunities and to share this feedback with the FTC and the MIT’s supervisor as needed.

The daily MIT evaluations are based largely on the IHOP Management Core Success Factors. The Training Manager will rate the MIT’s performance in each of the factors listed and enter written comments regarding an MIT’s areas of opportunity and commendation for outstanding work in the area provided. The Training Manager should cite specific behaviors that justify the

ratings and note any key comments regarding module topics covered or the events of that day. The 202 Daily MIT Evaluations form is designed to be completed electronically and submitted to the FTC at the agreed upon frequency. Post-Training Action Plan The Post-Training Action Plan is the final feedback and evaluation tool for IHOP 202. It is important because the Training Manager has limited time with the MIT, but there will be competencies & skills for which they will need additional coaching, training and practice. The action plan allows the MIT and their supervisor to understand what these are and take action to provide for the MIT’s additional learning and development needs after they leave 202



The Post-Training Action Plan is intended to assist the newly trained restaurant manager and their supervisor with planning supplemental training, coaching and practice of specific competencies, skills, and areas of opportunity identified by the MIT and Training Manager during the Trainee’s completion of the IHOP 202 program. The 202 Training manager starts off the form by entering the competency or skill to be developed, then the form is forwarded to the trainee’s supervisor, through the FTC, after the MIT’s 202 training is complete. The Trainee and their supervisor are responsible for completing the action plan. This document helps us support and encourage the trainee to continue to work on any critical competencies and skills that they were not able to fully master during their short time in 202. The Post-Training Action Plan is designed to be completed electronically. The document is sent to the FTC, via email attachment, with the other required 202 training records upon the MIT’s completion of the 202 program. 202 Completion Certificate The IHOP 202 Certificate of Completion is the MIT’s award for and record of completion of the IHOP 202 program. The certificate is awarded by the Training Manager to the MIT at the end of and upon successful completion of IHOP 202. 202 Completion Record The IHOP 202 Completion Record document shows the 202 Training Manager what training documentation is required to be submitted and to whom, and also serves as the final & formal record of the MIT’s completion of the 202 program. The Completion Record is filled in, as instructed, by the Training Manager and the document is submitted electronically to the FTC, along with all



other required training documents upon the MIT’s completion of the 202 program. The original Completion Record is to be provided to the MIT, as instructed on the Completion Record, along with the other documents listed, to the MIT for submission by the MIT to their supervisor. A copy of the MIT’s IHOP 202 Completion Record should be kept on file in the IHOP 202 Training Restaurant.

202 Training Records Documents Submitted to RSC by the Training Manager The Daily MIT Evaluations form is completed electronically and submitted to the FTC at the agreed upon frequency. It will be forwarded to the FBC and or the MIT’s supervisor if necessary during the training period. The Post-Training Action Plan form is submitted electronically to the FTC. The FTC forwards the form to the MIT’s supervisor and the FBC along with a copy of the Completion Record document. The Completion Record is submitted electronically to the FTC. The FTC forwards the Completion Record to the FBC and the MIT’s supervisor.

The IMTP Training Materials Checkout Sheet will be sent electronically to the FTC only if items that were checked out by the MIT were not returned or were not returned in acceptable condition. The FTC forwards this document to the RSC to process replacement of the lost or damaged materials to the Training Restaurant and charge of the cost of the materials to the Franchisee. The FTC will also forward a copy of the Materials Checkout Sheet to the MIT’s supervisor. Documents Submitted to the MIT’s Supervisor by the MIT The MIT will keep and/or will be provided with the following 202 training records to submit to their supervisor for the supervisor’s review and for filing according to the franchise organization’s personnel training record-keeping policies and procedures. IHOP 202 Completion Record Non-Solicitation Policy Integrity Policy Daily Evaluations Checklist/Agendas (all modules) Post-training Action Plan document Duplicate of Certificate of Completion Training Materials Checkout Sheet (only if items checked out were not returned

or were not returned in acceptable condition)



IHOP 202 Training Guidelines for the Trainer Note: These trainer guidelines are also included and enhanced in the 202 Program Trainer’s Guide. Training Delivery The Manager-In-Training (MIT) is to be the Training Manager’s “shadow” 80% (or more) of the time that they are in your restaurant during the 2 weeks of the training, and the Training Manager is to be the MIT’s shadow as they practice and demonstrate what they have learned. As the Trainer goes about performing tasks and activities, the MIT should be with them observing, learning, and practicing management responsibilities and skills and the Trainer should be with the MIT providing instruction, explanation, guidance and feedback. Here are some key suggestions to make the training delivery successful.

1. Follow the 5 Step Training Process: Plan - Tell – Show – Do - Review. 2. Talk a lot. Explain everything you do, when it should be done, and why. Consider

yourself the audible narrator of a restaurant management biography.

3. You are the main body of this program’s training material. Your planning and what you tell and show the MIT is the training. The workbook should be seen as a guide, a source for exercises, and a reference for more detailed explanations of the topics covered. Be familiar with the leader’s guide contents, workbook instructions, explanations and exercises, and the accompanying resources and SOP Book sections before you train to ensure that you are the expert, that you know what to say about each topic, and that you cover all of the key information and activities.

4. Ask the MIT a lot of questions to get them thinking and to ensure that they understand what you are training. Listen carefully to not only your MIT’s words, but also their body language and tone of voice.

5. Maintain a pace that works for both you and the MIT.

6. As much as possible, train the topics in the normal order and course of a restaurant operations routine – for example, the End-of-Week section should primarily be covered on the day that you normally perform your restaurant’s End-of-Week processes & procedures.

7. You may train all or portions of a topic in the normal course of a day before it is formally covered in the workbook or recommended agenda, and that’s OK. This program is meant to be flexible. Just be sure to refer back to the workbook afterward to ensure that all of the key points and learnings were indeed covered.

8. Allow the MIT to try and practice the learnings as much as possible following the

initial instruction.



9. Provide feedback often – both praise for positive achievements and redirection for

areas needing improvement.

10. Always remember that your leadership shadow is showing! Training Agenda An agenda has been provided with recommended training days and progression for each module and subtopic. This agenda is a guideline only that is laid out according to the “natural progression” and “size” of the topics and is intended to assist you with planning the training and making sure you fit everything into the number of training weeks that you are allotted. The actual training agenda and progression of topics is subject to your own work schedule, what is covered in the in the normal order and course of a restaurant operations routine, the needs of the restaurant, and, most importantly, the needs of the MIT. What’s important is that all of the topics and information are trained and learned. It is critical that the Training Manager make a thorough plan and schedule for each MIT’s training as soon as they learn when the MIT will arrive to begin training and that the plan is updated each day based on what was covered that day and the MIT’s additional needs. An important part of the planning includes scheduling of overlapping or supplemental management coverage for the restaurant for partial or whole days when a topic or activity requires that the Training Manager provides exclusive and dedicated attention and time with the MIT. For example, the first few hours required to teach an MIT how to create efficient and effective employee work schedule will require you to be in the manager’s office with the MIT pulling reports from the POS and analyzing and populating data into a spreadsheet on the office computer. In order for the training to be effective, you will need to ensure that there are minimal distractions and interruptions; so it would be sensible and expected to schedule a substitute manager or supervisor to manage the restaurant operations during this particular training. This way the operations are not negatively impacted by your “absence” and you can focus on the MIT without interruptions. The majority of any training program fees collected and paid to the franchise organization for each MIT is intended to reimburse the Training Restaurant for this extra management coverage. Daily MIT activities (except Day 1) should include: Management Walk-Throughs/Checklists

Pre-Shift Meetings

Server Station Planning

End-of-Day Accounting & Administration

Management by Walking Around



Table Touches

Sidework & Deep Cleaning Monitoring and Check-Outs

Placing & Receiving Orders (as applicable)

Day’s learnings review

Overview of the following day's agenda

Homework (including day 1); the MIT should the participant workbook contents for all sections that will be covered the following day

Weekly MIT Activities should include: End-of-Week Accounting & Administration

Food Inventory

Financial Performance Analysis (P&L or Operating Statement)

Application Screening, Reference Checks, and Candidate Interviews (except Week 1)

Employee Work Schedules

Activities an MIT Should Not Perform To protect you, your restaurant, and your franchise organization from unnecessary risk and liability, there are certain activities that the MIT should not be permitted to perform. The MIT may participate and should assist or observe you in the following activities but they may not be the primary or sole manager to perform them: Administer formal corrective action to or terminate an employee

Make a hiring decision or job offer for your restaurant

Complete and/or administer an actual employee performance appraisal

Complete and post a final draft of the employee work schedule

Create and post employee notices and memos

Complete and submit vendor orders

Complete and submit the restaurant’s final revenue accounting, team member payroll, or financial performance reports

Restaurant cash handling including, but not limited to, using or operating the cash register, banking out servers, verifying cash drawer(s), and counting daily deposits.

Perform Back Bank (safe) verification

Make deposits at the bank

Manage a shift



Also, an MIT should never be used to cover shifts or staffing shortcomings. Though an MIT can be expected to assist operations during busy periods as any manager would do, they may only do so for reasonable cause, and this should be a rare occurrence. Part of your responsibility as a Training Manager is to ensure that your restaurant’s staffing is sufficient for the projected guest volume and operational needs, that you have sufficient employee and management coverage to ensure that you are available and able to effectively train your MIT, and that you have the ability to and do react appropriately to unexpected staffing challenges. You may not use an MIT to reduce your restaurant’s labor costs. Trainer Authority As their assigned Trainer, the Training Manager has implied and informal authority over the IHOP 202 MITs. However, as the MITs are also managers, sometimes even senior managers, and are often not a member of your own franchise organization, your actual authority over the MIT is limited. The Training Manager is empowered as the Trainer to give instructions and assignments, dictate the MIT’s training schedule, and to coach and redirect their performance and behavior. You are also expected to utilize your leadership skills to keep the MIT engaged in the program and to impact and influence their behavior. Though we certainly don’t expect that an MIT would be a problem for you or your restaurant, there is the possibility that there may be a rare occasion when the MIT is not as professional, cooperative, committed to the training, or willing to learn as would be expected. The Training Manager does not have the authority to formally reprimand, discipline or terminate the MIT or to cease the MIT’s training and excuse them from the training restaurant for any reasons other than zero-tolerance behaviors such as cheating on a tests/exam, illegal drug use, employee abuse, violence, or harassment. If they are faced with halting the MIT’s training for any reason, the Training Manager must contact their FTC immediately. If any other issues or concerns arise that you are not able to successfully redirect or resolve on your own, contact your FTC for assistance - prepared to cite specific behaviors, the dates/times which they occurred, and what, if anything you have already done in an attempt to redirect or resolve the situation. Providing Feedback For the sake of the MIT’s, Franchisee’s, and the Brand’s success the Training Manager is counted on and expected to provide the MIT with honest, clear, and concise feedback on both their accomplishments and areas needing improvement. Be specific when providing feedback and focus on behaviors that the MIT can change. Provide clear explanations and descriptions of what behaviors should continue, what behaviors must be improved or changed, and what standard must be met. Training Materials & Tools You, as the Training Manager are responsible for maintaining and replenishing the program materials and tools. Learner’s Guides, Trainer’s Guides, SOP Manuals, and



Laminates can be ordered from DataSource. Other required 202 program documents and tools can be found on InsideIHOP. To ensure that you always have Learner’s Guides available it is expected that you will maintain a supply of at least 2 workbooks in the Training Restaurant at all times. All other tools and materials are expected to be available at all times and replacement due to loss or damage is the responsibility of the Training Manager. Following is a list of the primary program materials and tools that you must have available in the Training Restaurant. 2 Learner’s Guides (Trainee Workbooks)

Trainer’s Guide

Program Materials CD

SOP Book 1; Operating Procedures & Standards – Franchise Version (Company Operated Training Restaurants must maintain both Company and Franchise Versions)

SOP Book 2; Cost Controls & Safety/Sanitation

IHOP Restaurant Safety Program (Company Operated Restaurants Only)

SOP Book 4; Equipment Manual (complete including tabbed binder)

SOP Book 5; Core Line Recipes

SOP Book 6; Core Prep Recipes

Applicable Regional Preference Recipes

All SOP & Training Laminates including Shelf Life Charts

OAR Reference Binder (available on InsideIHOP)

IHOP 101 Restaurant Team Member Training Program (complete with all components)

Beside the Participant Workbook, which will be the MIT’s to keep, the training materials & tools should not be removed from the restaurant. If an MIT would like to borrow any other training resource or tool to read or study as homework, they should only be allowed to do so if there is another copy available to keep in the restaurant and they must complete and sign an IMTP Training Materials Checkout Sheet. You are also expected and responsible for maintaining all operational materials, resources and tools required and recommended by IHOP SOP and federal, state and local law such as smallwares, thermometers, tableware, MSDS, equipment, employment law postings, choking posters, etc.

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