Appropriate for CUSTOMER SERVICE¿courses within Culinary Arts and Hospitality Management departments.
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 exam can be taken in either a paper-and-pencil or online format. The exam format is selected at the time of purchase.
The text and exam are part of the NRAEF ManageFirst Program from the National Restaurant Association Educational Foundation. 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 profitably operation. The NRAEF 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 includes 10 topics each with a Competency Guide, exam, Instructor Resources, certificate and credential.*
A Paper-and-Pencil version of the exam answer sheet to accompany the competency guide is available for purchase at MyPearsonStore.com.
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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ManageFirst: Customer Service, CourseSmart eTextbook, 2nd Edition
Format: Safari Book
$30.99 | ISBN-13: 978-0-13-272490-6