Appropriate for Customer Service 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

Chapter 1        Building a Welcoming Work Environment and Encouraging Diversity

           

o       Overview of Human Resource from a Manager’s Perspective

o       Benefits of a Diverse Working Environment

o       Avoiding Illegal Discrimination

o       Prejudices, Stereotypes, Bias, and Cultural Tendencies

o       How Prejudices and Stereotypes Affect the Work Environment

o       Promoting Diversity

 

Chapter 2        Defining Job Descriptions

           

o       What Is a Job Description?

o       Related Documents and Terminology

o       Function of Job Descriptions

o       Analyzing a Job

o       Developing Job Descriptions

o       Distinguishing between Exempt and Nonexempt Positions

o       Maintaining Job Descriptions

 

Chapter 3        Finding and Recruiting New Employees

 

o       The Recruiting Process

o       Forecasting Staffing Needs

o       Determining the Skills You Need and What You Can Offer

o       Identifying Sources of Potential Employees

o       Recruiting from Internal Sources

o       Recruiting from External Sources

o       Communicating a Job Opening

o       Evaluating Recruiting Methods

 

Chapter 4        Screening Potential Employees

 

o       The Screening Process

o       Screening Tools and Techniques

o       Avoiding Illegal Discrimination in Screening

o       Managing and Evaluating the Initial Application Documents

o       Conducting Screening Interviews

o       Testing Work Skills and Using Personality Tests

o       Planning for Job Interviews

o       Conducting Job Interviews

o       Conducting Reference Checks

 

Chapter 5        Hiring and Orientating New Employees

           

o       The Importance of Orientation

o       Hiring and Orientation Activities

o       Making a Job Offer

o       Notifying Unsuccessful Candidates

o       Conducting Final Background Checks

o       Processing Hiring-Related Documents

o       Planning an Orientation

o       Managing the Hiring and Orientation Process

o       Evaluating an Orientation

 

Chapter 6        Supervising and Motivating Employees

           

o       Making the Transition to Supervisor

o       What Motivates Employees?

o       Planning for Success

o       Setting the Right Tone

o       Communicating Your Message

o       Monitoring Employees and Ensuring Standards

o       Disciplining Employees

o       Motivating Employees on a Daily Basis

o       Creating Recognition and Incentive Programs

 

Chapter 7        Developing Employees

 

o       The Function of Employee Development

o       Employee Development Process

o       Employee Development Planning Meeting

o       Methods of Employee Development

o       Creating Development Opportunities

o       Organizing a Cross-Training Program

o       Coaching Employees

 

Chapter 8        Training Employees

           

o       Benefits of Training

o       Differences between Training and Education     

o       Forms of Training

o       Elements of Good Training

o       Industry-Recognized Training

o       Five-Step Training Model (ADDIE)

o       Retraining Employees

           

Chapter 9        Managing Shifts to Ensure a Quality Operation

 

o       Setting the Standards of Service and Quality

o       Setting Shift Goals

o       Planning for Your Shift

o       Scheduling Staff

o       Using Checklists to Ensure Quality

o       Using Opening and Preshift Checklists

o       Conducting Preshift Meetings

o       Additional Opening Activities

o       Using Midshift Checklists

o       Using Shift-End and Closing Checklists

o       Additional Closing Activities

o       Evaluating Shift Performance

o       Using Communication Logs

o       Coordinating and Communicating During Shift Change

o       Conducting Postshift Meetings

o       Other Operational Challenges

 

Chapter 10      Managing Voluntary Terminations

 

o       Using Termination Checklists

o       Purpose of Exit Interviews

o       Information to Gather

o       Exit Interview Methods and Formats

o       Conducting Face-to-Face Exit Interviews         

o       Evaluating Exit Interview Information

o       Using Exit Interview Information

 

Chapter 11      Ensuring a Lawful Workplace

 

o       Impact of Laws on Foodservice Operations

o       Providing Safe Food

o       Serving Alcohol Responsibly

o       Ensuring a Fair Workplace

o       Balancing Needs for Food Safety, Employee Rights, and Legal Compliance

o       Communicating Workplace Hazards to Employees

o       Protecting Younger Workers

o       Ensuring Adequate Breaks

o       Working with Unions

o       Providing Adequate Notice of Closings and Layoffs

o       General Guidelines for Complying with Laws

 

Chapter 12      Ensuring Employee Benefits and Complications

           

o       Basics of Employee Benefit Plans

o       Types of Employee Benefits

o       Common Voluntary Benefits

o       Complying with Retirement and Health Benefit Laws

o       Ensuring Mandatory Benefits    

o       Keeping Current on Benefits and Related Laws

o       Ensuring Legal Wages

o       Ensuring Accurate Compensation

o       Controlling Labor Costs