NRAEF ManageFirst: Customer Service
NRA NRA National Restaurant Association

ISBN-10: 0132283816
ISBN-13: 9780132283816

Publisher: Prentice Hall
Copyright: 2007
Format: Paper; 112 pp
Published: 04/12/2006


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 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 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

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, contact your Pearson Higher Education representative for pricing and ordering information.

This title is a member of the NRAEF ManageFirst Program, which also contains the titles below . You can also visit the NRAEF ManageFirst Program page.

    Appropriate for Cost Control 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 Competency Guide and exam which is focused on Controlling Foodservice Costs. This Competency Guide includes essential content focused on Controlling Foodservice Costs., plus learning activities, case studies, professional profiles, research topics and more.

     

    Designed to support a core textbook or function as a standalone text with ancillaries to provide students with marketable management skills for a career within the Culinary Arts and Foodservice industry.  The exam can be taken in either a paper-and-pencil or online format.  The exam format is selected at the time of purchase.

     

    The Competency Guide and exam is part of the NRAEF ManageFirst Program from the National Restaurant Association Educational Foundation.  This management training program is based on a set of competencies defined by the restaurant, hospitality and foodservice industry as those needed for success.  This competency-based program includes 10 topics each with a Competency Guide, exam, Instructor Resources, certificate and credential.*

     

    This Competency Guide includes a Paper-and-Pencil version of the exam answer sheet.  NRAEF ManageFirst: Controling Foodservice Costs w/ On-line Testing Access Code is also available.

     

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

     

    *Certificate awarded upon successful exam completion.  NRAEF ManageFirst Professionalä Credential awarded upon successful completion of five required ManageFirst exams and fulfillment of industry work experience requirement.

     

  • 0132283360NRAEF ManageFirst: Controlling Foodservice Costs
    NRA National Restaurant Association
    © 2007 | Prentice Hall | Paper; 208 pages | Instock
    ISBN-10: 0132283360 | ISBN-13: 9780132283366
    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 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 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 ManageFirstTM Program please visit www.prenhall.com/managefirst

     

  • 0132283816NRAEF ManageFirst: Customer Service
    NRA National Restaurant Association
    © 2007 | Prentice Hall | Paper; 112 pages | Instock
    ISBN-10: 0132283816 | ISBN-13: 9780132283816
    Brief Description

    • Appropriate for Cooking Skills, Food Production or Introductory Cooking 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 Food Quality.  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 a PENCIL/PAPER version of the  examination sheet.   NRAEF ManageFirst: Food Production w/ On-line Testing Access Code Card is also available.

     

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

  • 0131752340NRAEF ManageFirst: Food Production
    NRA National Restaurant Association
    © 2007 | Prentice Hall | Paper; 176 pages | Instock
    ISBN-10: 0131752340 | ISBN-13: 9780131752344
    Brief Description

    • Appropriate for Hospitality Management and Restaurant 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 Competency Guide and exam which is focused on Hospitality Management and Restaurant Management. This Competency Guide includes essential content focused on Hospitality and Restaurant Management, plus learning activities, case studies, professional profiles, research topics and more.

     

    Designed to support a core textbook or function as a standalone text with ancillaries to provide students with marketable management skills for a career within the Culinary Arts and Foodservice industry.  The exam can be taken in either a paper-and-pencil or online format.  The exam format is selected at the time of purchase.

      

    The Competency Guide and exam is part of the NRAEF ManageFirst Program from the National Restaurant Association Educational Foundation.  This management training program is based on a set of competencies defined by the restaurant, hospitality and foodservice industry as those needed for success.  This competency-based program includes 10 topics each with a Competency Guide, exam, Instructor Resources, certificate and credential.*

     

    This Competency Guide includes a Paper-and-Pencil version of the exam answer sheet.  NRAEF ManageFirst: Hospitality and Restaurant Management w/ On-line Testing Access Code Card is also available.

     

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

     

    *Certificate awarded upon successful exam completion.  NRAEF ManageFirst Professionalä Credential awarded upon successful completion of five required ManageFirst exams and fulfillment of industry work experience requirement.

     

  • 0132283808NRAEF ManageFirst: Hospitality and Restaurant Management
    NRA National Restaurant Association
    © 2007 | Prentice Hall | Paper; 272 pages | Instock
    ISBN-10: 0132283808 | ISBN-13: 9780132283809
    Brief Description

    • Appropriate for Customer Service 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 a PENCIL/PAPER version of the examination sheet.   NRAEF ManageFirst: Human Resources Management and Supervision w/ On-line Testing Access Code Card is also available.

     

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

     

     

  • 0132222124NRAEF ManageFirst: Human Resources Management and Supervision
    NRA National Restaurant Association
    © 2007 | Prentice Hall | Paper; 384 pages | Instock
    ISBN-10: 0132222124 | ISBN-13: 9780132222129
    Brief Description

    • Appropriate for Purchasing 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 Inventory and Purchasing.  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 a PENCIL/PAPER version of the  examination sheet.   NRAEF ManageFirst: Inventory and Purchasing w/ On-line Access Testing Code Card

     

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

    Appropriate for Purchasing courses within Culinary Arts and Hospitality Management departments.

     

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

     

     

  • 0132222167NRAEF ManageFirst: Inventory and Purchasing
    NRA National Restaurant Association
    © 2007 | Prentice Hall | Paper; 112 pages | Instock
    ISBN-10: 0132222167 | ISBN-13: 9780132222167
    Brief Description

    • Appropriate for Managerial Accounting 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 Managerial Accounting and Budgeting.  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 a PENCIL/PAPER version of the  examination sheet.   NRAEF ManageFirst: Managerial Accounting w/ On-line Testing Access Code Card is also available.

     

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

  • 0132283417NRAEF ManageFirst: Managerial Accounting
    NRA National Restaurant Association
    © 2007 | Prentice Hall | Paper; 112 pages | Instock
    ISBN-10: 0132283417 | ISBN-13: 9780132283410
    Brief Description

    • Appropriate for Menu Marketing and Menu 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 Menu Marketing and Management.  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 a PENCIL/PAPER version of the examination sheet.  NRAEF ManageFirst: Menu Marketing and Management w/ On-line Testing Access Code Card is also available.

     

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

     

  • 0132222019NRAEF ManageFirst: Menu Marketing and Management
    NRA National Restaurant Association
    © 2007 | Prentice Hall | Paper; 176 pages | Instock
    ISBN-10: 0132222019 | ISBN-13: 9780132222013
    Brief Description

    • Appropriate for Culinary Nutrition 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 Culinary Nutrition.  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 a PENCIL/PAPER version of the examination sheet.   NRAEF ManageFirst: Nutrition w/ On-line Testing Access Code Card is also available.

     

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

  • 0132283867NRAEF ManageFirst: Nutrition
    NRA National Restaurant Association
    © 2007 | Prentice Hall | Paper; 240 pages | Instock
    ISBN-10: 0132283867 | ISBN-13: 9780132283861
    Brief Description

    • Appropriate for Restaurant Marketing 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 Restaurant Marketing.  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 a PENCIL/PAPER version of the examination sheet.   NRAEF ManageFirst: Restaurant Marketing w/ On-line Testing Access Code Card is also available.

     

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

  • 013222206XNRAEF ManageFirst: Restaurant Marketing
    NRA National Restaurant Association
    © 2007 | Prentice Hall | Paper; 192 pages | Instock
    ISBN-10: 013222206X | ISBN-13: 9780132222068
    Brief Description

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, browse our available packages below, or contact your Pearson Higher Education representative to create your own package.



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