ManageFirst: Customer Service with Answer Sheet / Edition 2

ManageFirst: Customer Service with Answer Sheet / Edition 2

by National Restaurant Association
     
 

ISBN-10: 0132179326

ISBN-13: 9780132179324

Pub. Date: 08/20/2012

Publisher: Prentice Hall

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

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Overview

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.

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Product Details

ISBN-13:
9780132179324
Publisher:
Prentice Hall
Publication date:
08/20/2012
Edition description:
New Edition
Pages:
240
Sales rank:
495,198
Product dimensions:
8.40(w) x 10.70(h) x 0.40(d)

Table of Contents

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

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