ManageFirst Human Resources Management and Supervision with Pencil/Paper Exam

by National Restaurant Association, .

• ISBN13: 9780132222129
• ISBN10: 0132222124
• Edition: 1st
• Format: Paperback
• Copyright: 2006-04-13
• 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	v
Acknowledgements	vii
Features of the NRAEF ManageFirst Competency Guides	viii
Tuning In to You	x
Professional Profile	xi
Building a Welcoming Work Environment and Encouraging Diversity
Overview of Human Resources from a Manager's Perspective	3	(2)
Benefits of a Diverse Working Environment	5	(1)
Avoiding Illegal Discrimination	6	(4)
Prejudices, Stereotypes, Bias, and Cultural Tendencies	10	(1)
How Prejudices and Stereotypes Affect the Work Environment	11	(1)
Promoting Diversity	12	(11)
Defining Job Descriptions
What Is a Job Description?	23	(1)
Related Documents and Terminology	24	(1)
Function of Job Descriptions	25	(3)
Analyzing a Job	28	(1)
Developing Job Descriptions	28	(6)
Distinguishing Exempt and Nonexempt Positions	34	(1)
Maintaining Job Descriptions	35	(6)
Finding and Recruiting New Employees
The Recruiting Process	41	(1)
Forecasting Staffing Needs	42	(2)
Determining the Skills You Need and What You Can Offer	44	(1)
Identifying Sources of Potential Employees	44	(1)
Recruiting from Internal Sources	45	(2)
Recruiting from External Sources	47	(11)
Communicating a Job Opening	58	(5)
Evaluating Recruiting Methods	63	(6)
Screening Potential Employees
The Screening Process	69	(1)
Screening Tools and Techniques	70	(2)
Avoiding Illegal Discrimination in Screening	72	(1)
Managing and Evaluating the Initial Application Documents	72	(2)
Conducting Screening Interviews	74	(2)
Testing Work Skills and Using Personality Tests	76	(1)
Planning for Job Interviews	77	(2)
Conducting Job Interviews	79	(5)
Conducting Reference Checks	84	(9)
Hiring and Orienting New Employees
The Importance of Orientation	93	(1)
Hiring and Orientation Activities	94	(2)
Making a Job Offer	96	(3)
Notifying Unsuccessful Candidates	99	(1)
Conducting Final Background Checks	99	(3)
Processing Hiring-Related Documents	102	(3)
Planning an Orientation	105	(5)
Managing the Hiring and Orientation Process	110	(4)
Evaluating an Orientation	114	(6)
Supervising and Motivating New Employees
Making the Transition to Supervisor	120	(3)
What Motivates Employees?	123	(5)
Planning for Success	128	(1)
Setting the Right Tone	129	(1)
Communicating Your Message	129	(1)
Monitoring Employees and Ensuring Standards	130	(3)
Disciplining Employees	133	(1)
Motivating Employees on a Daily Basis	134	(6)
Creating Recognition and Incentive Programs	140	(10)
Developing Employees
The Function of Employee Development	150	(3)
Employee Development Process	153	(1)
Employee Development Planning Meeting	153	(7)
Methods of Employee Development	160	(4)
Coaching Employees	164	(9)
Training Employees
Benefits of Training	173	(4)
Difference between Education and Training	177	(2)
Forms of Training	179	(3)
Elements of Good Training	182	(5)
Thoroughly Prepared Materials	187	(3)
Industry-Recognized Training	190	(2)
Five-Step Training Model (ADDIE)	192	(6)
Retraining Employees	198	(9)
Managing Shifts to Ensure Quality Operations
Setting the Standards of Service and Quality	207	(8)
Setting Shift Goals	215	(1)
Planning for Your Shift	215	(1)
Scheduling Staff	216	(3)
Using Checklists to Ensure Quality	219	(1)
Using Opening and Preshift Checklists	219	(6)
Conducting Preshift Meetings	225	(2)
Additional Opening Activities	227	(1)
Using Midshift Checklist	227	(2)
Using Shift-End and Closing Checklists	229	(3)
Additional Closing Activities	232	(1)
Evaluating Shift Performance	232	(1)
Using Communication Logs	233	(2)
Recording Information in Communication Logs	235	(3)
Coordinating and Communicating during Shift Change	238	(1)
Conducting Postshift Meetings	239	(1)
Other Operational Challenges	240	(7)
Managing Voluntary Terminations
Using Termination Checklists	247	(2)
Purpose of Exit Interviews	249	(1)
Information to Gather	250	(1)
Exit Interview Methods and Formats	251	(5)
Conducting Face-to-Face Interviews	256	(3)
Evaluating Exit Interview Information	259	(3)
Using Exit Interview Information	262	(11)
Ensuring a Lawful Workplace
Impact of Laws on Restaurant and Foodservice Operations	273	(2)
Providing Safe Food	275	(5)
Serving Alcohol Responsibly	280	(3)
Ensuring a Fair Workplace	283	(7)
Balancing Needs for Food Safety, Employee Rights, and Legal Compliance	290	(6)
Communicating Workplace Hazards to Employees	296	(1)
Protecting Younger Workers	297	(4)
Ensuring Adequate Breaks	301	(1)
Working with Unions	301	(3)
Providing Adequate Notice of Closings and Layoffs	304	(1)
General Guidelines for Complying with Laws	305	(10)
Ensuring Employee Benefits and Compensation
Basics of Employee Benefit Plans	315	(1)
Types of Employee Benefits	316	(4)
Common Voluntary Benefits	320	(8)
Complying with Retirement and Health Benefit Laws	328	(8)
Ensuring Mandatory Benefits	336	(9)
Keeping Current on Benefits and Related Laws	345	(1)
Ensuring Legal Wages	346	(5)
Ensuring Accurate Compensation	351	(4)
Controlling Labor Costs	355	(8)
Field Project	363	(2)
Index	365