Product Cover Image

ManageFirst: Customer Service, CourseSmart eTextbook, 2nd Edition

By National Restaurant Association

Published by Prentice Hall

Published Date: Oct 9, 2012

More Product Info

Description

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

Purchase Info ?

With CourseSmart eTextbooks and eResources, you save up to 60% off the price of new print textbooks, and can switch between studying online or offline to suit your needs.

Once you have purchased your eTextbooks and added them to your CourseSmart bookshelf, you can access them anytime, anywhere.

Buy Access

ManageFirst: Customer Service, CourseSmart eTextbook, 2nd Edition
Format: Safari Book

$30.99 | ISBN-13: 978-0-13-272490-6