Server Agenda
Manager/Trainer:
Team Member:
___________________________________________ ___________________________________________
If the Team Member has previously completed Host training at your restaurant, jump to Level 3 (page 7)
By the end of this level, Team Members will:
1. Complete the online Onboarding course
2. Learn about and model IHOP’s values to our guests, specifically iHospitality & Serving SMILES to
Everyone
3. Understand their role as part of the IHOP team
4. Be able to apply B.L.A.S.T. to resolve guest issues
5. Learn about safety, sanitation, food allergens, and what to do if there is an emergency
At least 24 hours prior to the Team Member beginning training, you should:
❑ Add the new Team Member on the back-office Micros or TRAY HQ
Shortly after entering your Team Member into the point of sale, an IHOP Academy account will
automatically generate, along with a Welcome to IHOP Academy email.
❑ Verify with the Team Member that they can log in using:
• Their username (their email address entered into the point of sale)
• The default password W3lcome1 (case sensitive)
If the Team Member is unable to log in, please have them try the Forgot your password feature. If the Team
Member is still unable to log in, please contact your Above Restaurant Leader for assistance or create a
support ticket by clicking Request Support from the IHOP Academy home page.
Have the following resources available for this training session:
❑ A computer/tablet powered on for the Team Member to begin IHOP Academy modules
❑ Laminates for:
❑ Proper Handwashing
❑ Broken Glass Container
❑ Handwashing Sink
❑ Sanitizer Buckets
❑ Fire Extinguisher
❑ Food Allergens Poster
❑ Safety Data Sheet (SDS) Station
❑ Franchise Specific Evacuation & Emergency
❑ B.L.A.S.T.
Plan
❑ Welcome by Trainer/GM
❑ Offer a beverage
❑ Complete any additional/remaining new hire
paperwork
❑ Assist the Team Member with logging into their
IHOP Academy account and launch Onboarding
course
❑ Have the Team Member complete the following
modules:
❑ Serving SMILES to Everyone
❑ iHospitality
❑ History & Values
❑ Appearance & Uniform
❑ Restaurant Safety
❑ Health Policy & COVID-19
❑ Restrooms
❑ Onboarding Quiz
❑ Make sure the Team Member answers a Security
Question and/or email to self-manage password
resets
❑ The Passport should be the only blue tile
Page 1 of 11
Server Agenda
❑ Review the Proper Handwashing Laminate
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❑ Remind the Team Member that using hand
sanitizer and/or gloves are not a substitute for
hand washing
Demonstrate how to properly wash hands under ❑ Singing the birthday song twice can be used as a
hot water and soap using friction for 20 seconds
timer
Dry hands and turn faucet off using a paper
❑ If your local health code allows, show how to
towel to prevent recontamination
use a nail brush
Validate that the Team Member can properly wash their hands
Show the location of each fire extinguisher in
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the restaurant
Review P.A.S.S. (Pull the pin, Aim the nozzle at
the base of the fire, Squeeze the trigger, Sweep
the nozzle from side to side)
Ask the Team Member to accurately recite P.A.S.S.
Review the Safety Data Sheet (SDS) with the
❑ Remind the Team Member that no container of
Team Member
hazardous substances will be used unless the
container is correctly and legibly labeled
Show the Team Member where all chemical and ❑ Emphasize the importance of keeping all
cleaning materials are stored in the restaurant
chemical and cleaning materials away from
food
Show the location of the First Aid Kit
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Demonstrate how to properly clean and dispose ❑ Explain the importance of having a separate
broken glass
broken glass container to protect themselves
and others from cuts
Validate that the Team Member knows how to properly clean and dispose broken glass
Demonstrate how to properly wipe counters,
❑ Be sure to point out that the cloth must be
spills, etc. using a sanitized cloth
rinsed in sanitizing solution prior to the first use
and replaced or stored in sanitizer between uses
Tell the Team Member that sanitizer solution
❑ Check more frequently during times of high use
should be checked upon set up and at least
and look out for food debris
every two hours to monitor its effectiveness
Demonstrate how to change the sanitizer based
on the instructions for the sanitizer solution
your restaurant uses
Validate that the Team Member knows how to properly use sanitized cloths, check sanitizer
concentration level and change sanitizer solution
Review the B.L.A.S.T. Laminate with the Team
Member
Ask the Team Member to recite what each letter stands for
Role Play: Provide the Team Member a scenario where a guest may have an issue and ask them to
resolve it
Show the Team Member how to properly clean
❑ Remind the Team Member to always use
spills and mop floors
“Caution – Wet Floors” signs BEFORE mopping
Have the Team Member demonstrate how to mop the floors
Page 2 of 11
Server Agenda
❑ Review the Food Allergens Poster with the
Team Member
❑ Remind the Team Member that they must never tell a
guest that an item is allergen free
❑ Tell the Team Member that they should refer all
allergen related questions to the Manager
❑ Tell the Team Member that all recipes must
be followed exactly how they are printed
❑ Review how to prevent cross
❑ Show the Team Member how and when to sanitize
contamination and cross contact
equipment and utensils
❑ Review what the Team Member should do
if they see anyone experiencing an allergic
reaction
❑ Validate that the Team Member knows how and when to sanitize equipment and utensils
❑ Validate that the Team Member knows what to do if they believe if someone is having an allergic
reaction
❑ Show the Team Member how to properly
❑ Remind the Team Member that bathrooms must be
inspect and clean the restroom
inspected every 30 minutes
❑ Validate that the Team Member knows how to properly inspect and clean the restroom
❑ Review your franchise specific emergency
❑ Show Team Member where to meet during an
evacuation plan
evacuation
❑ Review the restaurant’s shut-off map
❑ Validate that the Team Member knows your restaurant specific emergency evacuation plan
Visit each position station:
❑ Provide a brief description of the position’s purpose
❑ Introduce Team Members to each other
❑ Optional: Ask Cooks to make a few food samples from the current LTO window to share with the
new hire
Complete any franchise specific training such as:
❑ HR policies & rules
❑ Clock in/out procedures
❑ PCI Security Compliance Training
❑ Pay schedules
❑ Uniform, appearance standards,
❑ Restaurant performance measurements and
expectations
assessments
❑ Attendance policy
❑ Restaurant contact information
❑ Break policy
❑ [Optional] IHOP’s Diversity & Inclusion Training
❑ Meal policy
Program
❑ Schedule requests procedure
❑ Other: ____________________________
Prepare for the next shift by:
❑ Completing the online Onboarding Passport with the Team Member
❑ Discussing the remaining training schedule and expectations
❑ Addressing any questions or concerns the Team Member may have
Page 3 of 11
Server Agenda
❑ BEFORE the Team Member begins Server training, they must complete Onboarding (level 1)
By the end of this level, Team Members will:
1. Complete the Server Basics module within the online Server course
2. Learn how to greet, seat, and thank guests visiting IHOP
3. Learn how to add guests to the Wait List and accurately quote wait times
4. Begin to run the Host Position with the Trainer shadowing them
5. Review and complete training for the current LTO
6. Complete the Menu Study Guide for the most popular menu items under the Appetizers, Breakfast
Combos, Burgers, Dinners, and Griddle Favorites categories
7. Review and make all Hot & Cold Beverages
Have the following resources available for this training session:
❑ A computer/tablet powered on for the Team Member to begin IHOP Academy modules
❑ Laminates for:
❑ Safe Handling of Glassware
❑ Table Release Standards Job Aid
❑ Zone Chart
❑ IHOP ‘N Go
❑ Wait List
❑ Printed Copy of the Menu Study Guide
❑ Have the Team Member complete the
following module in the online Server
course:
❑ Server Basics
❑ Review the steps on proper cleaning and
disinfecting for tables, chairs, walls, and high
touch areas
❑ Review the restaurant’s reopening guide for more
information
❑ Demonstrate how to properly roll silverware
based on your restaurant’s procedure
❑ Review how to inform the Host that the
table has been clean, disinfected, and ready
for service
Page 4 of 11
Server Agenda
❑ Review the Safe Handling of Glassware
Laminate with Team Member
❑ Demonstrate the proper way to hold
glassware
❑ Review where special attention is required in
handling glassware such as:
o Do not stack glasses
o Do not place glasses in bus tub
o Do not place utensils inside glassware
❑ Validate that the Team Member knows the proper way to hold glassware
❑ Review the current Zone Chart in your
restaurant to determine how different zones
and stations are set up
❑ Review the table numbers with the Team
Member
❑ Validate that the Team Member understands the restaurant’s Zone Chart and how each zone/station
are set up
❑ Point out tables at random and ask the Team Member to identify its table number
❑ Review the IHOP ‘N Go Order Packing Guide
with the Team Member
❑ Ask if both hot and cold items are stored in one bag, where should they put the hot items? Top or
bottom of the bag?
❑ Validate that the Team Member knows how to properly build and deliver an IHOP ‘N Go order
❑ Review a blank Wait List with the Team
Member to determine what information is
needed to add a guest to the Wait List
❑ Review how to properly quote wait times
when adding new guests to the Wait List
❑ Role Play: Have the Team Member practice filling out the Wait List while you play the role of the
guest. Ensure that the Team Member is quoting accurate wait times.
Have the Team Member shadow you at the Host Position and watch you perform the following tasks:
❑ Answer the phone
❑ Greet guests
❑ Seat guests
❑ Set tables up
❑ Manicure tables
❑ Manage the zone chart and wait list
❑ Enter orders on the POS
❑ Handle IHOP ‘N Go orders
❑ Shadow the Team Member at the Host Position and provide feedback as they perform each task
listed above
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________________________
❑ ________________________
❑ ________________________
________________________
❑ ________________________
❑ ________________________
________________________
❑ ________________________
❑ ________________________
________________________
❑ ________________________
❑ ________________________
Have the Team Member describe each plate build (including any garnishes)
Complete the current LTO module and its test
Page 5 of 11
Server Agenda
❑ International House Roast
Coffee
❑ Hot Chocolate
❑ Sweet Tea
❑ Hot Tea
❑ ______________________
❑ ______________________
❑ ______________________
❑ ______________________
Appetizers
❑ Appetizer Sampler
❑ Mozza Sticks
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❑ Lemonade
❑ Milk
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Juice
Soft Drinks
Milkshakes
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Breakfast Combos
Breakfast Sampler
2x2x2
Split Decision Breakfast
Quick 2 Egg Breakfast
Country Fried Steak & Eggs
Dinners
Sirloin Steak Tips Dinner
Buttermilk Crispy Chicken & Fries
Boneless Buffalo Crispy Chicken Strips & Fries
Roasted Turkey Dinner
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Iced Tea
Lemonade Iced Tea
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Burgers
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The Classic
Big Brunch
Classic w/ Bacon
Cowboy BBQ
Crepes, French Toast, & Waffles
Chicken & Waffles
Original French Toast Combo
Belgian Waffle
Strawberry Banana French Toast
❑ Have the Team Member describe each plate build (including any garnishes)
With the Team Member:
❑ Take the time to provide positive feedback
❑ Discuss the remaining training schedule and expectations
❑ Address any questions or concerns the Team Member may have
With the Manager:
❑ Review what the Team Member did well
❑ Describe any areas of improvement and a plan to help them improve those skills
Page 6 of 11
Server Agenda
By the end of this level, Team Members will:
1. Compete remaining online Server modules
2. Learn how to introduce themselves to the guests and take their orders
3. Be able to identify proper plating to ensure guest satisfaction
4. Begin to run the Server Position with the Trainer shadowing them
5. Complete the Menu Study Guide for the most popular menu items under the Kids Menu,
Omelettes, Pancakes, Sandwiches, and Senior Breakfast categories
6. Practice entering orders the most popular menu items for Appetizers, Breakfast Combos, Burgers,
Dinners, Griddle Favorites, and IHOP Creations on the POS
Have the following resources available for this training session:
❑ A computer/tablet powered on for the Team Member to begin IHOP Academy modules
❑ Laminates for:
❑ Hot Beverage Chart
❑ Brewing Coffee
❑ Cold Beverage Chart
❑ Plating Guide
❑ Utensils
❑ IHOP ‘N Go Order Packing Guide
❑ Printed Copy of the Menu Study Guide
❑ Have the Team Member complete the
❑ The Team Member may test out of the IHOP ‘N Go
following modules:
and Server Basics modules if they have previously
❑ Service Excellence
completed the online Host training at your
❑ Suggestive Selling
restaurant
❑ Expedite Orders
❑ The Passport and Position Test should be the only
❑ COM Simulation
blue tiles
❑ BLAST for Servers
❑ IHOP ‘N Go
❑ Have the Team Member complete the
following modules within the Server course:
❑ Service Excellence
❑ Suggestive Selling
❑ Expedite Orders
❑ COM Simulation
❑ BLAST For Servers
❑ IHOP ‘N Go
❑ Review the Hot Beverage Chart with the
Team Member
❑ The Team Member may test out of the Server Basics
module if they have completed the online Host
course
❑ The Team Member may test out of the IHOP ‘N Go
module if they have completed the online Host
course
❑ The Passport should be the only blue tile
❑ Review how to serve each hot beverage
❑ Have the Team Member build each hot beverage
❑ Show the Team Member how to properly
clean and brew coffee
❑ Have the Team Member clean and brew coffee
Page 7 of 11
Server Agenda
❑ Review the Cold Beverage Chart with the
Team Member
❑ Remind the Team Member that cold beverages are
served with a wrapped straw
❑ Knowledge Check: Ask the Team Member what should they tell the guest when serving a Splashberry
Splasher? (Remind the guest to stir)
❑ Review the plating guide with the Team
❑ Emphasize the importance of proper plating and its
Member
impact on guest satisfaction
❑ Have the Team Member identify the proper plating for any 5 core dishes
❑ Review the utensils laminate with the Team
Member
❑ Show the Team Member each utensil, where
it is located, and how to properly sanitize it
Have the Team Member shadow you at the Server Position and watch you perform the following tasks:
❑ Introduce yourself to the table
❑ Write down the order
❑ Key in orders on the POS
❑ Provide Zone Service (ex. full hands in/out)
❑ Cash out tables
❑ Run the Expo station
❑ Shadow the Team Member at the Server Position and provide feedback as they perform each task
listed above
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Kids Menu
Omelettes
Pancakes
Silver 5
❑ Big Steak Omelette
❑ New York Cheesecake
Jr. Cupcake Pancake Combo
❑ Spicy Pablano Omelette
❑ Double Blueberry
Funny Face Pancake
❑ Colorado Omelette
❑ Cupcake
Macaroni & Cheese
❑ Chicken Fajita Omelette
❑ Mexican Tres Leches
Jr. Chicken & Waffles
❑ Spinach & Mushroom Omelette
❑ Strawberry Banana
Sandwiches
Senior Breakfast
Philly Cheese Steak Stacker
❑ 55+ 2x2x2
BLTA
❑ 55+ Rise ‘N Shine
Turkey Cheddar Club
❑ 55+ Breakfast Sampler
Spicy Buffalo Chicken Sandwich
❑ 55+ French Toast
Ham & Egg Melt
❑ 55+ Buttermilk Pancakes
Have the Team Member describe each plate build (including any garnishes)
Page 8 of 11
Server Agenda
Appetizers
❑ Appetizer Sampler
❑ Mozza Sticks
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Breakfast Combos
Breakfast Sampler
2x2x2
Split Decision Breakfast
Quick 2 Egg Breakfast
Country Fried Steak & Eggs
Dinners
Sirloin Steak Tips Dinner
Buttermilk Crispy Chicken & Fries
Boneless Buffalo Crispy Chicken Strips & Fries
Roasted Turkey Dinner
Grilled Tilapia Dinner
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Burgers
The Classic
Big Brunch
Classic w/ Bacon
Cowboy BBQ
Mega Monster
Crepes, French Toast, & Waffles
Chicken & Waffles
Original French Toast Combo
Belgian Waffle
Strawberries & Cream Crepes
Strawberry Banana French Toast
With the Team Member:
❑ Take the time to provide positive feedback
❑ Address any questions or concerns the Team Member may have
❑ Discuss the rest of their schedule
With the Manager:
❑ Review what the Team Member did well
❑ Describe any areas of improvement
Page 9 of 11
Server Agenda
By the end of this session, Team Members will:
1. Run the Server Position with the Trainer shadowing and providing feedback as they perform each
task
2. Practice entering orders the most popular menu items for Kids Menu, Omelettes, Pancakes,
Sandwiches, and Senior Breakfast on the POS
3. Complete the Server Position Test & Passport on the online Server course
Continue to shadow the Team Member at the Server Position and provide feedback as they perform the
following tasks:
❑ Introduce yourself to the table
❑ Write down the order
❑ Key in orders on the POS
❑ Provide Zone Service (ex. full hands in/out)
❑ Cash out tables
❑ Run the Expo station
Kids Menu
Omelettes
Pancakes
❑ Silver 5
❑ Big Steak Omelette
❑ New York Cheesecake
❑ Jr. Cupcake Pancake Combo
❑ Spicy Pablano Omelette
❑ Double Blueberry
❑ Funny Face Pancake
❑ Colorado Omelette
❑ Cupcake
❑ Macaroni & Cheese
❑ Chicken Fajita Omelette
❑ Mexican Tres Leches
❑ Jr. Chicken & Waffles
❑ Spinach & Mushroom
❑ Strawberry Banana
Omelette
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Sandwiches
Philly Cheese Steak Stacker
BLTA
Turkey Cheddar Club
Spicy Buffalo Chicken Sandwich
Ham & Egg Melt
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Senior Breakfast
55+ 2x2x2
55+ Rise ‘N Shine
55+ Breakfast Sampler
55+ French Toast
55+ Buttermilk Pancakes
Page 10 of 11
Server Agenda
❑ Have the Team Member log in and complete
❑ They will need to pass the Position Test with a
the Server Position Test
minimum 90% score
❑ Review the Position Test with the Team
Member and address any of the questions they
may have on the questions
❑ With the Manager, complete the Team
Member’s Server Passport
With the Team Member:
❑ Take the time to provide positive feedback
❑ Address any questions or concerns the Team Member may have
❑ Discuss the rest of their schedule
❑ Congratulate them for completing training & let them know how happy you are to have them part
of the IHOP team
With the Manager:
❑ Review what the Team Member did well
❑ Describe any areas of improvement
Page 11 of 11