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ManageFirst Hospitality and Restaurant Management with Pencil/Paper Exam

ISBN: 9780132283809 | 0132283808
Edition: 1st
Format: Paperback
Publisher: Prentice Hall
Pub. Date: 2/8/2006

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SummaryTable of Contents
The NRAEF is introducing a new program as part of its strategic focus on recruitment and retention. This new management training certificate 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 cert... MORE
Introduction A Message from the National Restaurant
Association Educational Foundation
iii
Acknowledgements
v
... MORE
Features of the Nraef ManageFirst Competency Guides
vi
Tuning In to You
viii
Professional Profile
ix
The Dynamics of Leadership in the Hospitality and Restaurant Industry
Managing in the Restaurant Industry
3(1)
Qualities of a Leader
4(1)
Workplace Ethics
5(2)
Setting the Right Course for Your Organization
7(5)
Keeping Things in Balance
12(5)
Professional Development and Leadership
17(8)
Goal Setting in the Hospitality and Restaurant Industry
Why Goals Are Important
25(2)
Setting Organizational Goals
27(5)
Writing Smart Goals and Objectives
32(2)
A Process for Achieving Organizational and Departmental Goals
34(11)
Communicating Effectively as a Leader and Manager
The Importance of Effective Communication
45(1)
The Communication Process Defined
46(8)
Effective Speaking
54(3)
The Importance of Listening
57(1)
The Telephone as a Communication Tool
58(1)
Effective Writing
59(4)
Organizational Communication
63(8)
Managing Compensation
Defining Compensation
71(1)
Establishing Policies and Procedures for Employee Wage and Compensation
72(7)
Merit Pay Policies and Guidelines
79(4)
Maintaining Confidentiality of payroll Information
83(5)
Managing Terminations
Voluntary Termination
88(4)
Involuntary Terminations
92(2)
Conducting Involuntary Terminations
94(6)
Steps for Managing and Conducting Involuntary Terminations
100(2)
Defending Involuntary Terminations
102(7)
Motivation and Employee Development
Motivating Employees
109(8)
Building a Positive Work Climate
117(3)
Mutually respectful Workplace
120(4)
Interpersonal Communication
124(6)
Conflict Resolution
130(5)
Employee Performance Appraisals
135(4)
Delegation
139(8)
Win-Win Scheduling Practices
Master Schedules
147(9)
Additional Scheduling Considerations
156(5)
Creating the Actual Crew Schedule
161(7)
Backup Strategies for Crew Scheduling
168(2)
Developing and Preparing the Management Schedule
170(7)
Teamwork in the Foodservice and Hospitality Workplace
The Importance of Teamwork in Foodservice
177(5)
Stages of Team Growth
182(8)
Goal Setting with a Team
190(3)
Managing Team-Based Projects
193(10)
Dimensions of Problem Solving
The Importance of Problem Solving in Daily Activities
203(1)
Developing a Problem-Solving Model
204(7)
Potential Consequences of Improperly Solving a Problem
211(2)
Crisis Management
213(2)
Before a Crisis Strikes
215(10)
Planning and Conducting Effective Meeting
Why People Dislike Meetings
225(1)
Planning Effective Meetings
226(8)
Conducting Effective Meetings
234(11)
Field Project245(10)
Index255

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