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ManageFirst Human Resources Management and Supervision with Pencil/Paper Exam and Test Prep



Pub. Date:
Prentice Hall
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  • ManageFirst Hospitality Human Resources Management & Supervision with Answer Sheet
    ManageFirst Hospitality Human Resources Management & Supervision with Answer Sheet
  • Human Resources Management & Supervision with Answer Sheet and Exam Prep -- Access Card Package
    Human Resources Management & Supervision with Answer Sheet and Exam Prep -- Access Card Package
  • ManageFirst Pencil/Paper Exam Sheet
    ManageFirst Pencil/Paper Exam Sheet


This particular guide is a brief competency guide which is focused on Human Resources Management and Supervision. 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        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

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