Todays Expectations Lets review the agenda: Drive People - PowerPoint PPT Presentation

Real Estate, Construction & Facilities  2011 Remodels • IHOP #1413 - Plano 6/5 – 6/8  • IHOP #1929 – The Colony 7/10 – 7/13  • IHOP #1438 - Lewisville  8/21 – 8/24 • IHOP # 1439 - Austin 9/25 – 9/28  • IHOP # 1934 – El Paso 10/16 – 10/19 

Real Estate, Construction & Facilities

Real Estate, Construction & Facilities

Real Estate, Construction & Facilities

Real Estate, Construction & Facilities

Real Estate, Construction & Facilities http://www.acgtexas.com/acgintranet/intranet.php?id=1

201 011 Grow Real Sales Mike Grady Regional Director of Operations South Region

Grow Real Sales  Properly Implement the Pancake Revolution Internet Marketing Plan  Establish and Execute IHOP Nights in Every Restaurant  Drive Improved Execution at the Front Door & Host Areas

Grow Real Sales  Properly Implement the Pancake Revolution Internet Marketing Plan • Q1 Milestones Plan and implement comprehensive program  to drive overall E-Club membership to at least 100,000 members by April 1, 2011. Create and implement E-Club marketing  program to supplement current IHOP Corporate LTO and marketing campaigns.

Grow Real Sales  Establish And Execute IHOP Nights in Every Restaurant • Q1 Milestones Implement specific training guidelines  including:  Internal restaurant guest connect practices  Proper use of available marketing and support materials  Proper IHOP Night operational implementation

Grow Real Sales  Drive Improved Execution at the Front Door & Host Areas • Q1 Milestones Enhance front door execution to achieve a  minimum 80% “Greeting” VOG Score thru the following:  Verify proper scheduling procedures in all restaurants  Readdress hospitality expectations  Re-train guest timing procedures  Re-train wait lists/times

IHOP P National ional Pancake cake Day 2011 Mike Grady & W Wendell Patterson

IHOP National Pancake Day 2011  Who are the Shriners? • Key focus areas International fraternity of approximately 375,000  members (volunteers) from 191 temples throughout the US, Canada and Mexico. They support a one of a kind international health care  system of 22 hospitals dedicated to improving the lives of children. These hospitals provide care for children up to 18  years of age free of charge: Orthopedics  Burns  Spinal cord injuries  It costs approximately $2M a day to operate their 22  hospitals.

IHOP National Pancake Day 2010 – The Review!  What happened last year? • Last year, we once again focused an entire month to drive a company-wide initiative to raise funds for The Shriner’s Hospitals. • Overall, it was an unbelievable success! • Business was great! • Donations were at an all time high! • Great job to everyone!

IHOP National Pancake Day 2010 – The Review! Four Year History of Shriner’s Donations

IHOP National Pancake Day 2011  What’s the plan this year? • Another aggressive 3 ½ week window • Raise more money again this year by sticking to our plan! • Again this year, the RSC will be included! • Promotion begins on Friday, January 31, 2010. • Culminates with NPD – March 1, 2011 • Christy will be in the lead this year! • Daily reporting! • 2011 Goal - $250,000.00!! • $5.00 per server – per shift!!!

IHOP National Pancake Day 2011  What are the specific components? • Wall plaques for donations Yellow Wall Tags - $1.00 donation   Red Wall Tags - $5.00 donation $5.00 donation comes with a complimentary $5.00  Bounce Back Card. $5.00 Bounce Back Card is for use on NEXT visit.  • In-restaurant POP materials • Christy will supply everyone with specific details in the coming weeks. • Remember – it’s for the kids! Let’s do it again this year!

201 011 Execute te High Operati tional onal Standard rds Wendell Patterson Regional Director of Operations North Region

Execute High Operational Standards  Provide a Consistently Superior Guest Experience - Measured by the VOG, Complaint Reductions and A/B Operator Targets  Ensure that Managers are On the Floor Touching Tables & Connecting w/Community  Exceed Food Safety & Sanitation Targets

Execute High Operational Standards  Provide a Consistently Superior Guest Experience - Measured by the VOG, Complaint Reductions and A/B Operator Targets • Milestones Enhance operational execution to achieve a minimum  80% “Speed” and “Food Quality” Scores thru:  Daily monitoring of table turn times via B-50  Focus on outlier approach with servers in areas of table turns and VOG scores Re-train and enhance expo and food running  performances  Re-train and enhance server table service performances Area Directors to target underperforming restaurants. 

Execute High Operational Standards  Ensure that Managers are On the Floor Touching Tables & Connecting w/Community • Milestones Enhance manager’s operational execution of shift  management, guest interaction, and guest connections by rolling out specific training guidelines including: Focus on outlier approach using restaurant’s VOG scores  Re-focus on shift management and guest interaction  expectations during MIT training Re-train shift management expectations to all members of  management Area Directors to target underperforming restaurants. 

Execute High Operational Standards  Exceed Food Safety & Sanitation Targets • Milestones Implement enhanced Green Book.  Area Directors to implement enhanced  Visitation Report Enhance higher level of accountability in each  restaurant.

201 011 Drive People Capabilit ity Lisa Hammond Senior Director Human Resources

Drive People Capability  Hire Right – 2010 Year In Review • Management turnover 2009 – Manager turnover was 31%  2010 – Manager turnover was 27%  2011 – goal is 25%  • Team member turnover 2008 TM turnover was 152%  2009 TM turnover was 95%  2010 TM turnover goal is 95% and we finished the year  at 86%!!!

Drive People Capability  2010 Retention Awards • First Place Erin Blackmon - IHOP #3019 10%  • Second Place Jon Knoke – IHOP #1439 23%  • Third Place  Jon Dyess – IHOP #1486 36% • Fourth Place Walter Steele – IHOP #1487 37%  • Area Director Scot Thomas 51% 

Drive People Capability • Most Improved Jeff Holman – IHOP #3003   2009 – 263% to 147% in 2010 Dodd Berendt – IHOP #3017   2009-157% to 63% in 2010

Drive People Capability  Hire Right! • Through the Implementation of Click and Hire, Enhance the Selection Process, resulting in Best in Class Retention  Train Right! • Through enhancements to the coaching process, ensure all employees receive timely, productive feedback  Treat Right! • Through the implementation of the Pour It On! Program, continue building a recognition and retention culture at all levels of the organization.

Drive People Capability  Progression Reports • Team members will be completed in February. • GM & Managers will be completed in March Raises will be effective Week 1 of P4.  • Progression report forms Available for download on the Netchex web  site.

Drive People Capability “Setting a goal is not the main thing. It is deciding how you will go about achieving it and staying with that plan.” Knute Rockne

Mission Statement - 2011  Missio ion Statement • This is statement is a very y brief statement of our organiz izatio ional l goal. l. It should ld be easy sy to remember and meanin ingful l to emplo loye yees and guests s alike. By serving high quality food in a clean, friendly environment, we ensure that each guest leaves knowing “This is MY IHOP”.

Guiding Principles - 2011  Guidin ing Princip iple les • These se phrases should ld be concise ise and limited in number. It should drive home “what is important to us and what we stand for”  We create great memories for our guests, employees, local communities and each other.  We are committed to recognizing the contributions of every member of the team. Individual accountability and execution is the  foundation of our team’s success.

Guiding Principles - 2011  Guidin ing Princip iple les • These se phrases should ld be concise ise and limited in number. It should drive home “what is important to us and what we stand for”  We coach to give people the development they need to achieve their goals.  We conduct ourselves with honesty, integrity, and the highest business ethics.  We value the diversity of our team, guests and suppliers; demonstrating respect for the individual.

Operati rations ons Award rds Robert Tomlinson Senior Vice President – Operation ons

Operations Awards  90-90-90 Club Awards • IHOP #1375 College Station Shannon Sabur  • IHOP #1396 Austin Leo Gaertner  • IHOP #1404 Garland  Janelle Thompson • IHOP #1421 Austin Masoud Madji  • IHOP #1477 Austin Mary Touchton 

Operations Awards  90-90-90 Club Awards • IHOP #1487 Pflugerville Dave Lucas  • IHOP #1934 El Paso Richard Cannarsa  • IHOP #1954 Gainesville  Daren Mills • IHOP #3000 Slaughter Lane - Austin Chris Montana  • IHOP #3004 Ennis Christina Dodson 

Operations Awards  90-90-90 Club Awards • IHOP #3019 Highland Village Erin Blackmon  • IHOP #3023 Mesquite Julio Dominguez 

Operations Awards  Double Digit Awards • IHOP #1468 Irving Kendell Bolden  11.52%  • IHOP #1337 Amarillo Roger King  23.32% 

ACG Texas Ring of Honor

ACG Texas Ring of Honor  Ring of Honor Winners • 2009 – 14 • 2010…………

ACG Texas Ring of Honor  2010 • IHOP #1337 Amarillo Roger King  • IHOP #1404 Garland Janelle Thompson  • IHOP #1413 Plano Farooq Ahmad  • IHOP #1421 Austin Masoud Madji  • IHOP #1486 Hillsboro Jonathan Dyess 

ACG Texas Ring of Honor  2010 • IHOP #1487 Pflugerville Dave Lucas  • IHOP #1498 Southlake Susana Cruz  • IHOP #1499 Main Street - Lewisville Godwin Uba  • IHOP #3006 Allen Al Lyell  • IHOP #3011 Terrell David Robbins 

ACG Texas Ring of Honor  2010 • IHOP #3012 El Paso Hector Diaz  • IHOP #3017 North Frisco Dodd Berendt  • IHOP #3018 Euless John Flanagan  • IHOP #3020 El Paso Ray Caro 

ACG Texas Ring of Honor  2010 – Double Winners! • IHOP #1408 Abrams - Dallas Ava Hardin  • IHOP #1450 Cedar Hill Estella Gallegos  • IHOP #1476 Austin David Henson  • IHOP #3009 Lancaster Clifton Davis  • IHOP #3024 Bryan Chuey Cabrera 

ACG Texas Ring of Honor  2010 – Annual 100% Winner! • IHOP #3004 Ennis Christina Dodson 

201 011 Choices! oices! Robert Tomlinson Senior Vice President – Operations ACG Texas

Who is the Competition?

2011 - Tomlinson Top 7  VOG!  IHOP Nights  E-Club  The HOSPITALITY Gene!  Coaching  Recognition  Accountability

It’s not what happens to you…..

Voice of the Guest  Critical to our growth and is a key piece of our A/B ranking.  Currently, the IHOP system is at 76%.  We – on the other hand – are at 73%.  Remember, these comments come directly from our guests – and some are troubling!

Voice of the Guest  Here are the details: • Overall GLI 73% • Overall Satisfaction 67.9% • Likely to Return 79.9% • Likely Recommend 71.3% • Accuracy 93.1% • Greeting 65.9% • Friendly 77.1% • Speed 64.6% • Attentive 70.8%

Voice of the Guest  Here are the details: • Food Quality 67.9% • Staff Appearance 75.5% • Clean 68.2% • % Alerts 15.7% • Number of Surveys 1,312 • High YTD – 49 • Low YTD – 4 • What will you choose to do?

IHOP Nights  Outstanding and proven way to drive top line sales!  Our goal is to have one IHOP Night per restaurant per week during 2011.  Why has this been a struggle to get off the ground? • Culture? • Commitment? • Proven?  What will you choose to do?

E-Club  Due to your hard work, ACG Texas leads the IHOP brand. • IHOP 591,000 (1500 restaurants) • Southwest Region 151,000 • ACG Texas (4%) 84,304 (14.3%)

E-Club  Six of the Top Ten performers!  The Top Performers! 6. IHOP #3020 2,683 Members #8 5. IHOP #3012 2,795 Members #7 4. IHOP #1413 2,845 Members #6 3. IHOP #3025 3,546 Members #5 2. IHOP #1437 3.998 Members #4 1. IHOP #1487 7,613 Members #1

E-Club  Fish Bowl is a restaurant industry “Best Demonstrated Practice” and proven way to drive top line sales!  Why has this been a struggle for some restaurants to get off the ground?  Two per server – per shift!  New goal of 120,000 Members! • 100,000 by end of P3! • 120,000 by end of P6!  What will you choose to do?

The HOSPITALITY Gene!  What are our guests saying?  What about your team?  Do you have the gene?  How do we identify it? (Hire Right)  How do we train it? (Train Right)  How do we nurture its growth? (Treat Right)  The BAD examples!  How do we change our culture?  What will you choose to do?

Coaching!  It’s not a form!  It’s not a checklist!  It is about connection!  It is about commitment!  It’s time for us to get this right!  Honest and open feedback is an opportunity!  Here is another BAD example!  What will you choose to do?

Recognition!  Review our commitment in 2010.  How far have we come?  Where are our opportunities?  We need your help!  Recognition is something we are – not something we do!  What will you choose to do?

Accountability!  Is our society is all about blame?  How hard is it?  What are the benefits?  We need to move forward!  What will you choose to do?

2011 - Tomlinson Top 7  VOG!  IHOP Nights  E-Club  The HOSPITALITY Gene!  Coaching  Recognition  Accountability

Choices!  Today, we begin our new journey in 2011……… TOG TOGETH ETHER! ER!  We must change who we are! • If it’s going to be – it’s up to me!  Commitment vs. Compliance!  Go back and make an impact! • Be the “Ambassador of Change”! • Make a difference! • Take care of the guests – and each other!

Choices! Who’s With Me?