NRAEF ManageFirst: Customer Service w/ On-line Testing Access Code Card
NRA NRA National Restaurant Association

ISBN-10: 013158913X
ISBN-13: 9780131589131

Publisher: Prentice Hall
Copyright: 2007
Format: Paper; 112 pp
Published: 12/28/2006


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 and are now automatically packaged with each Competency Guide. 

 

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 ProgramTM 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 an access code for ON-LINE testing.  The competency guide is also avilalble packaged with a pencil/paper version of the test.  Click here for details:  NRAEF ManageFirst: Customer Service

 

For additional information about the NRAEF ManageFirstTM Program please visit www.prenhall.com/managefirst

 

 

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.

 

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

 

Chapter 2        Basic Concepts for Higher Quality Customer Service

 

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

 

Chapter 3        Identifying Customer Expectations

 

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

 

Chapter 4        Ensuring Consistent Customer Service Value

 

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

 

Chapter 5        Ensuring Profit

 

  • 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

 

Field Project  

Index

 

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