ManageFirst Hospitality and Restaurant Management with Pencil/Paper Exam

by National Restaurant Association, .

• ISBN13: 9780132283809
• ISBN10: 0132283808
• Edition: 1st
• Format: Paperback
• Copyright: 2006-02-08
• Publisher: Prentice Hall

Summary

The NRAEF is introducing a new program as part of its strategic focus on recruitment and retention. 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. NRAEF ManageFirst Program leads to a new credential, ManageFirst Professional (MFP), which is part of our industry career ladder. This competency-based program includes 12 topics, each with a competency guide, exam, instructor resources and certificate. Students earn a certificate for each exam passed. The topics and exams are aligned to typical on-campus courses. For example, the Controlling Foodservice Costs Competency Guide is designed to align with a Cost Control or Operations Management course. Competency Guides and Textbooks:Most guides are 150-200 pages in length and are designed to be used with traditional textbooks for each course area. Each guide contains the essential content for that topic, learning activities, assessments, case studies, suggested field trips & research projects, professional profiles and testimonials. Instructor resources are available electronically and include competency guide content, notes indicating points to be emphasized, recommended activities and discussion questions, and answers to all activities and case studies. Exams:Exams accompany each topic covered in the competency guides. Pencil and paper and online exam formats are offered. They typically are proctored on campus at the end of a course by faculty.Certificates:The NRAEF provides a certificate to students upon successfully passing each exam. The certificates are endorsed by the NRAEF and feature the studentrs"s name and the exam passed. The certificates are a lasting recognition of a studentrs"s accomplishment and a signal to the industry that the student has mastered the competencies covered within a particular topic.Credential:Upon successful completion of five NRAEF ManageFirst Program exams (including three predefined core topics, one foundation topic, and ServSafe Food Safety) a student is awarded the NRAEF ManageFirst Professional (MFP) credential. There is no additional charge for the credential. The program is targeted at the academic community. The program is flexible for use at two-year or four-year restaurant, foodservice and hospitality programs, proprietary schools and technical/vocational career education schools.

Table of Contents

Introduction A Message from the National Restaurant
Association Educational Foundation	iii
Acknowledgements	v
Features of the Nraef ManageFirst Competency Guides	vi
Tuning In to You	viii
Professional Profile	ix
The Dynamics of Leadership in the Hospitality and Restaurant Industry
Managing in the Restaurant Industry	3	(1)
Qualities of a Leader	4	(1)
Workplace Ethics	5	(2)
Setting the Right Course for Your Organization	7	(5)
Keeping Things in Balance	12	(5)
Professional Development and Leadership	17	(8)
Goal Setting in the Hospitality and Restaurant Industry
Why Goals Are Important	25	(2)
Setting Organizational Goals	27	(5)
Writing Smart Goals and Objectives	32	(2)
A Process for Achieving Organizational and Departmental Goals	34	(11)
Communicating Effectively as a Leader and Manager
The Importance of Effective Communication	45	(1)
The Communication Process Defined	46	(8)
Effective Speaking	54	(3)
The Importance of Listening	57	(1)
The Telephone as a Communication Tool	58	(1)
Effective Writing	59	(4)
Organizational Communication	63	(8)
Managing Compensation
Defining Compensation	71	(1)
Establishing Policies and Procedures for Employee Wage and Compensation	72	(7)
Merit Pay Policies and Guidelines	79	(4)
Maintaining Confidentiality of payroll Information	83	(5)
Managing Terminations
Voluntary Termination	88	(4)
Involuntary Terminations	92	(2)
Conducting Involuntary Terminations	94	(6)
Steps for Managing and Conducting Involuntary Terminations	100	(2)
Defending Involuntary Terminations	102	(7)
Motivation and Employee Development
Motivating Employees	109	(8)
Building a Positive Work Climate	117	(3)
Mutually respectful Workplace	120	(4)
Interpersonal Communication	124	(6)
Conflict Resolution	130	(5)
Employee Performance Appraisals	135	(4)
Delegation	139	(8)
Win-Win Scheduling Practices
Master Schedules	147	(9)
Additional Scheduling Considerations	156	(5)
Creating the Actual Crew Schedule	161	(7)
Backup Strategies for Crew Scheduling	168	(2)
Developing and Preparing the Management Schedule	170	(7)
Teamwork in the Foodservice and Hospitality Workplace
The Importance of Teamwork in Foodservice	177	(5)
Stages of Team Growth	182	(8)
Goal Setting with a Team	190	(3)
Managing Team-Based Projects	193	(10)
Dimensions of Problem Solving
The Importance of Problem Solving in Daily Activities	203	(1)
Developing a Problem-Solving Model	204	(7)
Potential Consequences of Improperly Solving a Problem	211	(2)
Crisis Management	213	(2)
Before a Crisis Strikes	215	(10)
Planning and Conducting Effective Meeting
Why People Dislike Meetings	225	(1)
Planning Effective Meetings	226	(8)
Conducting Effective Meetings	234	(11)
Field Project	245	(10)
Index	255