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ManageFirst : Hospitality and Restaurant Management with Pencil/Paper Exam and Test Prep,9780135072417

ManageFirst : Hospitality and Restaurant Management with Pencil/Paper Exam and Test Prep



Pub. Date:
Prentice Hall
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This is a competency guide (with examination) which is focused on Management practice and Leadership. Designed to provide trainees with marketable management skills for a career within the Culinary Arts and Foodservice industryThe 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. Trainees earn a certificate for each exam passed. Packaged with this book, is also a NEW! Exam Prep Guide.

Table of Contents

Chapter 1        The Dynamics of Leadership in the Hospitality and Restaurant Industry


·        Managing in the Restaurant Industry

·        Qualities of a Leader

·        Workplace Ethics

·        Setting the Right Course for Your Organization

·        Kepping Things in Balance

·        Professional Development and Leadership


Chapter 2        Goal Setting in the Hospitality and Restaurant Industry


·        Why Goals Are Important

·        Setting Organizational Goals

·        Writing SMART Goals and Objectives

·        A Process for Achieving Organizational and Departmental Goals


Chapter 3        Communicating Effectively as a Leader and Manager


·        The Importance of Effective Communication

·        The Communiatyion Process Defined

·        Effective Speaking

·        The Importance of Listening

·        The Telephone as a Communication Tool

·        Effective Writing

·        Organizational Communication


Chapter 4        Managing Compensation


·                  Defining Compensation

·                  Establishing Policies and Procedures for Employee Wage and Compensation

·                  Merit Pay Policies and Guidelines

·                  Maintaining Confidentiality of Payroll Information


Chapter 5        Managing Terminations


·        Voluntary Termination

·        Involuntary Terminations

·        Conducting Involuntary Terminations

·        Steps for Managing and Conducting Involuntary Terminations

·        Defending Involuntary Terminations


Chapter 6        Motivation and Employee Development


·        Motivating Employees

·        Building a Positive Work Climate

·        Mutually Respectful Workplace

·        Interpersonal Communication

·        Conflict Resolution

·        Employee Performance Appraisals

·        Delegation


Chapter 7        Win-Win Scheduling Practices


·        Master Schedules

·        Additional Scheduling Considerations

·        Creating the Actual Crew Schedule

·        Backup Strategies for Crew Scheduling

·        Developing and Preparing the Management Schedule


Chapter 8        The Importance of Teamwork in the Foodservice and Hospitality Workplace


·        The Importance of Teamwork in Foodservice

·             Stages of Team Growth

·             Goal Setting with a Team

·             Managing Team-Based Projects


Chapter 9        Dimensions of Problem Solving


·        The Importance of Problem Solving in Daily Activities

·        Developing a Problem-Solving Model

·        Potential Consequences of Improperly Solving a Problem

·        Crisis Management

·        Before a Crisis Strikes


Chapter 10      Planning and Conducting Effective Meeting


·        Why People Dislike Meetings

·        Planning Effective Meetings

·        Conducting Effective Meetings


Field Project



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