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ManageFirst: Customer Service with Answer Sheet, 2nd Edition

By National Restaurant Association

Published by Prentice Hall

Published Date: Aug 6, 2012

Description

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 text and exam are part of the ManageFirst Program® from the National Restaurant Association (NRA). 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 profitable operation. The 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 features 10 topics each with a textbook, online exam prep for students, instructor resources, a certification exam, certificate, and credential. The online exam prep for students  is available with each textbook and includes helpful learning modules on test-taking strategies, practice tests for every chapter, a comprehensive cumulative practice test, and more!

 

This textbook includes an exam answer sheet to be used with the paper-and-pencil version of the ManageFirst certification exam.

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

Enhance your learning experience with text-specific study materials.

This title is also sold in the various packages listed below. Before purchasing one of these packages, speak with your professor about which one will help you be successful in your course.

Package ISBN-13: 9780133102079

Includes this title packaged with:

  • Exam Prep for Customer Service -- Access Card, 2nd Edition
    National Restaurant Association

$84.00 | Add to Cart

Package ISBN-13: 9780133375299

Includes this title packaged with:

  • ManageFirst: Hospitality and Restaurant Management with Answer Sheet, 2nd Edition
    National Restaurant Association

$154.67 | Add to Cart

Package ISBN-13: 9780133817799

Includes this title packaged with:

  • Hospitality Today with Answer Sheet (AHLEI), 7th Edition
    Rocco M Angelo, . . American Hotel & Lodging Educational Institute

$184.13 | Add to Cart

Purchase Info

ISBN-10: 0-13-217932-6

ISBN-13: 978-0-13-217932-4

Format: Book

$77.33 | Free Ground Shipping.

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