Description

This product is an alternate version of:
National Restaurant Association,  ManageFirst Customer Service with Pencil/Paper Exam and Test Prep

Features

Appropriate for Customer Service, Front of the House, or Dining Room Management courses within Culinary Arts and Hospitality Management departments.

A brief competency guide which is focused on Customer Service.  Designed to support a core textbook and provide students with marketable management skills for a career within the Culinary Arts and Foodservice industry.

Part of the National Restaurant Association Educational Foundation (NRAEF) ManageFirst certification program.  The competency guide includes an examination sheet.

NRAEF ManageFirst Program - Hallmark Features:

• Designed and supported by the National Restaurant Association Educational Foundation (NRAEF).
• NEW, industry-driven, 12 topic, competency-based certificate program.
• Created to provide students with marketable management skills for a career within the Restaurant, Hospitality and Foodservice industries.
• Non-text specific.  Adopters can use any publisher’s text and corresponding Prentice Hall/NRAEF competency guide.
• An academic and industry “think-tank” was formed to design a program based on job-specific skills valued by employers.  This “think tank” included 200 industry hiring managers, trainers, executives and academics.
• The program design and implementation process included an 18-month Job Task Analysis (JTA).
• NRAEF ManageFirst Program includes competency guide, exam answer sheet, NRAEF scoring & processing of a competency-based exam, NRAEF-branded certificate and NRAEF ManageFirst Professional (MFP) credential.
• Transitional and correlation materials available to ease conversion from other certification programs and textbooks to NRAEF ManageFirst Program and Prentice Hall textbooks.

Competency Guide Hallmark Features:

• 150-200 pages per guide.
• Can be used as a “stand alone” item or bundled at a discount with Prentice Hall titles.
• Tremendous pedagogical features, including:
  • “Tuning In to You”
  • Professional Profiles
  • Learning Objectives
  • “Test Your Knowledge”
  • Key Terms
  • Exhibits
  • “Think About It”
  • Activities
  • “Review Your Learning”
  • Field Project
• Accompanied by supplemental materials, including PowerPoint’s and Answers to Activities

NRAEF ManageFirst Program – Core and Foundation (Elective) topics:

NRAEF ManageFirst Core Credential Topics - students must pass all four courses:

• Hospitality and Restaurant Management
• Controlling Foodservice Costs
• Human Resources Management and Supervision
• ServSafe Food Safety

NRAEF ManageFirst Core Foundation (Elective) Topics – students must pass one course:

• Managerial Accounting
• Inventory and Purchasing
• Customer Service
• Food Production
• Menu Marketing and Management
• Restaurant Marketing
• Nutrition (Culinary)
• ServSafe Responsible Alcohol Service

Instructor Supplements available for each Competency Guide:

• Microsoft® PowerPoint® presentations with Instructor's Notes
• Answer Keys for self-guided tests and Additional Activities.
• Instructor Correlation Guides that assist in the transition to the NRAEF ManageFirst Program.
• Syllabus builder template
• Classroom activities
• Quizzes and reviews questions (with answers)
• Test Bank of Exam style questions
• Detailed course outlines include:
• suggested time block
• activity and objective
• slides used
• guide pages covered
• lecture notes.

Instructor’s resources are available for registered ManageFirst™  instructors.  To register or access instructor materials please visit:  Download Instructor’s Resources

Note: If you will be instructing the ServSafe® Food Safety or ServSafe Alcohol® courses, there are separate instructor registration procedures for these programs.

Table of Contents

Chapter 1        The Importance of Customer Service to Your Business

• What the Customer Buys
• What is Customer Service?
• Impact of Customer Service
• Making a Positive Impression
• Completing the Cycle

• Who Is the Customer?
• High-Quality Customer Service
• Systems Management Approach
• The Service-Profit Chain

• Identifying Internal Customer Expectations
• Determining External Customer Expectations
• Obtaining Feedback from Internal and External Customers

• Proper and Effective Communication with the Customer
• Guest Satisfaction Through Suggestive Selling
• Managing the Pace and Flow of Service
• Service Recovery

• Proper Procedures for Accepting Payment
• Security Issues Dealing with Credit or Debit Card Payments
• Point-of-Sales Issues Affecting Profit
• To-Go, Delivery, and Drive-Through Orders

Index

Courses

Customer Service  (Hospitality)
Front Office Operations  (Travel & Tourism)
Hospitality Accounting  (Hospitality)

Downloadable Instructor Resources

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Exam Copy for ManageFirst Customer Service
National Restaurant Association
©2008  |  Prentice Hall  |  Paper Bound w/CD-ROM; 112 pp  |  Instock
ISBN-10: 0131589105  |  ISBN-13: 9780131589100
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ManageFirst Pencil/Paper Exam Sheet
National Restaurant Association
©2009  |  Prentice Hall  |  Paper  |  Instock
ISBN-10: 0135064589  |  ISBN-13: 9780135064580
Suggested retail price:  $37.47    Buy from myPearsonStoreNet price: $28.10  (What's this?)More Info

Test Prep ManageFirst Customer Service
Educational Foundation Natl Restaurant Assocation
©2009  |  Prentice Hall  |  Paper; 48 pp  |  Instock
ISBN-10: 0138126895  |  ISBN-13: 9780138126896
Suggested retail price:  $37.47    Buy from myPearsonStoreNet price: $28.10  (What's this?)More Info

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Give your students a choice! PearsonChoices products are designed to give your students more value and flexibility by letting them choose from a variety of text and media formats to best match their learning style and their budget.

Pearson Higher Education offers special pricing when you choose to package your text with other student resources. If you're interested in creating a cost-saving package for your students, see the Packages Tab.

• ManageFirst: Customer Service with Pencil/Paper Exam
  National Restaurant Association
  ©2007  |  Prentice Hall  |  Paper; 112 pp  |  Instock
  ISBN-10: 0132283816  |  ISBN-13: 9780132283816
  Suggested retail price: $44.40  Buy from myPearsonStoreNet price: $33.30  (What's this?)Brief Description  | 

  

  Appropriate for Customer Service, Front of the House, or Dining Room Management courses within Culinary Arts and Hospitality Management departments.

   

  NEW! Exam Prep Guides for The ManageFirst™ Program - An exam prep guide is available for each one of the ten ManageFirst™  titles. 

   

  Contents Include:

  • Test taking strategies
  • Practice exam questions written to the NRAEF test item writing guidelines
  • Explanations for answers with remediation to the competency guides
  • Glossary of key terms  

  A brief competency guide which is focused on Customer Service.  Designed to support a core textbook and provide students with marketable management skills for a career within the Culinary Arts and Foodservice industry.

   

  Introducing the ManageFirst Program^TM from the National Restaurant Association Educational Foundation (NRAEF).   This new management training certification program is based on a set of competencies defined by the restaurant, foodservice and hospitality industry as those needed for success.   This competency-based program includes 12 topics, each with a competency guide, exam, instructor resources and certificate.  Students earn a certification for each exam passed.  The topics and exams are aligned to typical on-campus courses.

   

  This competency guide includes a PENCIL/PAPER version of the examination sheet.   NRAEF ManageFirst: Customer Service w/ On-line Testing Access Code Card is also available.

   

   For additional information about the NRAEF ManageFirst^TM Program please visit www.prenhall.com/managefirst

   

  If you are interesting in purchasing managefirst for your organization and you are NOT affiliated with a school or university, please email managefirst@pearson.com so we can have someone from our business and industry group contact you directly.  

  More Info
  

This product is a member of the following series. Click on the series name to see the full list of products in the series.

• NRAEF ManageFirst Program

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