ManageFirst

Description

CHAPTER 1: THE IMPORTANCE OF CUSTOMER SERVICE 

CHAPTER 2: CUSTOMER-CENTRIC SERVICE 

CHAPTER 3: DESIGNING AND IMPLEMENTING AN EFFECTIVE CUSTOMER SERVICE PROGRAM 

CHAPTER 4: THE PROFESSIONAL SERVER 

CHAPTER 5: GREETING AND SEATING CUSTOMERS 

CHAPTER 6: DINING ROOM SERVICE 

CHAPTER 7: GUEST PAYMENT AND SERVICE RECOVERY 

CHAPTER 8: MARKETING THE POSITIVE GUEST SERVICE EXPERIENCE

Appropriate for CUSTOMER SERVICE courses within Culinary Arts and Hospitality Management departments.

 

This text focuses on CUSTOMER SERVICE topics. It includes essential content plus learning activities, case studies, professional profiles, research topics and more that support course objectives.

 

The text and exam are part of the ManageFirst Program^® from the National Restaurant Association (NRA). This edition is created to teach restaurant and hospitality students the core competencies of the Ten Pillars of Restaurant Management. The Ten Pillars of Restaurant Management is a job task analysis created with the input and validation of the industry that clearly indicates what a restaurant management professional must know in order to effectively and efficiently run a safe and profitable operation. The ManageFirst Program 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 features 10 topics each with a textbook, online exam prep for students, instructor resources, a certification exam, certificate, and credential.* The online exam prep for students  is available with each textbook and includes helpful learning modules on test-taking strategies, practice tests for every chapter, a comprehensive cumulative practice test, and more!

 

This textbook includes an exam answer sheet to be used with the paper-and-pencil version of the ManageFirst certification exam.

 

ManageFirst Program – Hallmark Features:

• Designed and supported by the National Restaurant Association (NRA).
• Created to provide students with marketable management skills for a career within the Restaurant, Hospitality and Foodservice industries.
• An academic and industry “think-tank” was formed to design a program to teach restaurant and hospitality students the core competencies of the Ten Pillars of Restaurant Management.
  • The Ten Pillars of Restaurant Management is a job task analysis created with the input and validation of the industry that clearly indicates what a restaurant management professional must know in order to effectively and efficiently run a safe and profitably operation.
• ManageFirst Program features 10 topics each with a textbook, online exam prep for students, instructor resources, a certification exam, NRA scoring and processing of the certification exam, NRA-branded certificate and the NRA ManageFirst Professional (MFP) credential which is achieved by completing the 4 Core topics and 1 Foundation Topic. See www.pearsonhighered.com/managefirst for more information.

 

ManageFirst Core Topics

• Hospitality and Restaurant Management
• Hospitality Human Resources Management & Supervision 
• Controlling Food Service Costs
• ServSafe® Food Safety & Sanitation

 

ManageFirst Foundation Topics

• Hospitality and Restaurant Marketing
• Nutrition
• Principles of Food and Beverage Management
• Bar and Beverage Management
• Purchasing
• Hospitality Accounting
• Customer Service
• ServSafe® Responsible Alcohol Service

 

Instructor’s resources are available for instructors and are available for each textbook:

• PowerPoint® presentations
• Instructor’s Manual
• Computerized Test Generator
• Testing is simple and easy when using MyTest! Access MyTest here: www.pearsonhighered.com/mytest

 

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

Appropriate for CUSTOMER SERVICE courses within Culinary Arts and Hospitality Management departments.

 

This text focuses on CUSTOMER SERVICE topics. It includes essential content plus learning activities, case studies, professional profiles, research topics and more that support course objectives.

 

The text and exam are part of the ManageFirst Program^® from the National Restaurant Association (NRA). This edition is created to teach restaurant and hospitality students the core competencies of the Ten Pillars of Restaurant Management. The Ten Pillars of Restaurant Management is a job task analysis created with the input and validation of the industry that clearly indicates what a restaurant management professional must know in order to effectively and efficiently run a safe and profitable operation. The ManageFirst Program 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 features 10 topics each with a textbook, online exam prep for students, instructor resources, a certification exam, certificate, and credential.* The online exam prep for students  is available with each textbook and includes helpful learning modules on test-taking strategies, practice tests for every chapter, a comprehensive cumulative practice test, and more!

 

This textbook includes an exam answer sheet to be used with the paper-and-pencil version of the ManageFirst certification exam.

Student Exam Prep Online: this exceptional online offering is available separately or packaged with each of the textbooks. Whether users are studying for the ManageFirst certification exam or cramming for finals, this interactive tool will provide every opportunity to succeed! Conveniently delivered in a user-friendly platform, each instance includes helpful learning modules on test-taking strategies, practice tests for every chapter, a comprehensive cumulative practice test, and more!

 

Textbooks Include:

·   Inside This Chapter: A bulleted list of the section headings in the chapter, listed in the order in which they appear

·   Chapter Learning Objectives: A bulleted list of the learning objectives that will be covered in the chapter

·   Key Terms: A list of the key terms that are defined in the chapter; listed in alphabetical order and including a page reference

·   Case Study: 1-2 paragraphs describing a situation that really happened, or could really happen in a restaurant, including questions for classroom discussion

·   Summary: A review of the learning objectives covered in the chapter; written in paragraph form

·   Application Exercises: Questions that have students apply math, critical thinking, and writing skills as they use the information they learned in the chapter

·   Review Your Learning: 10 multiple-choice questions that test students’ knowledge of important chapter content; format is similar to that of the certification exam

·   Real Manager What Would You Do: Appears occasionally at the end of a chapter where appropriate; presents a real-world situation that the real manager has faced and gives students the opportunity to discuss how they would deal with the situation

·   Field Project: Appears occasionally at the end of a chapter where appropriate; refers to the field project at the end of the book; an activity that has students using information they learned in the chapter to complete a task for their field project

This text focuses on CUSTOMER SERVICE topics. It includes essential content plus learning activities, case studies, professional profiles, research topics and more that support course objectives.

 

The text and exam are part of the ManageFirst Program^® from the National Restaurant Association (NRA). This edition is created to teach restaurant and hospitality students the core competencies of the Ten Pillars of Restaurant Management. The Ten Pillars of Restaurant Management is a job task analysis created with the input and validation of the industry that clearly indicates what a restaurant management professional must know in order to effectively and efficiently run a safe and profitable operation. The ManageFirst Program 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 features 10 topics each with a textbook, online exam prep for students, instructor resources, a certification exam, certificate, and credential. The online exam prep for students  is available with each textbook and includes helpful learning modules on test-taking strategies, practice tests for every chapter, a comprehensive cumulative practice test, and more!

 

This textbook includes an exam answer sheet to be used with the paper-and-pencil version of the ManageFirst certification exam.