1. Meets customer needs
2. Communicates effectively with customers
3. Demonstrates personal skills that contribute to quality customer service
4. Handles customer complaints and carry out service recovery
5. Understand the importance of product knowledge in service
6. Describe quality customer service
7. Identify styles of service
8. Demonstrate skills and processes related to service activities

1. Identifies kitchen equipment and kitchen roles
2. Understand the role of product knowledge in food preparation
3. Describe inventory control methods
4. Identify production and presentation methods

1. Identifies methods to maintain product quality
2. Describe cost control and profitability

1. Describe branding
2. Identify skill necessary to use the brand effectively

1. Define foodborne illness and explain the costs associated with a foodborne-illness outbreak.
2. Recognize the importance of good personal hygiene, and describe behaviors associated with it such as handwashing, reportable illnesses, etc.
3. Define time and temperature control, and describe actions necessary to provide safe food, such as safe food storage, correct cooking temperatures, correct cooling, and the use of thermometers.
4. Define cross-contamination, and describe ways to prevent it.
5. Identify biological, chemical, and physical hazards throughout the flow of food.
6. Explain correct cleaning and sanitizing, including how, where, and when it should be done.
7. Recognize food safety risks associated with high-risk populations including young children, elderly people, and people with compromised immune systems.

1. Works shift standards
2. Describe service recovery
3. Understand the importance of work schedules
4. Market the positive customer experience
5. Describe salesmanship

1. Understands the dynamics of leadership
2. Describe effective communication
3. Manage and facilitate teamwork

1. Understands the Importance of cost control
2. Control food costs in purchasing, receiving, storing, and issuing
3. Control food costs and quality during production, sales, and service
4. Control labor
5. Protect revenue
6. Describe purchase quantity requirements

1. Maintain a lawful workplace
2. Manage a safe and healthy workplace

1. Understand the food safety responsibilities of the person in charge of the operation as recommended by the Food and Drug Administration (FDA) for regulatory monitoring
2. Understand the concepts of active managerial control and the methods for achieving it
3. Explain the FDA's public health interventions
4. Understand the seven HACCP principles for preventing foodborne illness and how to implement a HACCP plan when applicable
5. Explain how to prepare for, respond to, and recover from a crisis, including a foodborne-illness outbreak
6. Describe how to respond to imminent health hazards including power outages, fire, flood, water interruption, and sewage
7. Explain procedures on to how to handle requests from customers with food allergies, sensitivities, and intolerances
8. Identify when food handlers should be prevented from working with or around food or from working in the operation
9. Recognize the need for food defense systems
10. Have knowledge of the five CDC risk factors that cause foodborne illness and procedures to prevent them
11. Outline correct procedures for managing pests

1. Explains the basics of accounting and finance
2. Plan the profitable restaurant
3. Identify the components of the Income statements (P&Ls)
4. Forecast and budget
5. Describe Profitable pricing
6. Assess actual financial performance

1. Describes restaurant purchasing and quality requirements
2. Select vendors
3. Order products: Pricing decisions and procedures
4. Purchase follow-up
5. Calculate the various types of food and beverage costs
6. Control food and beverage cost
7. Control labor
8. Protect revenue

1. Recruits and selects the best employees
2. Explain the fundamentals of the employee orientation and training programs
3. Facilitate effective employee performance
4. Develop succession plans
5. Manage compensation programs
6. Describe employee retention and terminations procedures

1. Manages meetings
2. Describe time management
3. Facilitate the planning process

1. Ensures a Safe and Lawful Workplace: Present an overview of laws that impact restaurant and foodservice operations (including laws on sanitation, harassment, health care, workplace safety, and payroll)
2. Ensures a Safe and Lawful Workplace: Review state and federal employment laws that affect operations (EEOC, OSHA, FLSA, minimum wage, and overtime, etc.)
3. Ensures a Safe and Lawful Workplace: Provide an overview of what managers can do to maintain a zero-tolerance sexual harassment policy
4. Ensures a Safe and Lawful Workplace: Discuss nonsexual types of harassment in the workplace (pregnancy discrimination act, FMLA, ADA, etc.)

1. Describes the marketing process in restaurants
2. Understand the market environment
3. Market the positive customer service experience
4. Obtain customer feedback
5. Identify communication channels
6. Describe the use of advertising and sales
7. Explain sales promotions, publicity, and public relations
8. Describe menu marketing principles and labeling requirements
9. Market beverage products responsibly

• Author(s): National Restaurant Association, Publisher: Pearson, Copyright year: © 2013, Edition: 2nd • Print ISBN: 9780132179324, 0132179326, eText ISBN: 9780133369120, 0133369129

• Author(s): National Restaurant Association, Publisher: Pearson, Copyright year: © 2013, Edition: 2nd • Print ISBN: 9780132175272, 0132175274, eText ISBN: 9780133369076, 0133369072

• Author(s): National Restaurant Association, Publisher: Pearson, Copyright year: © 2013, Edition: 2nd • Print ISBN: 9780132181662, 0132181665, eText ISBN: 9780133361902, 013336190X

• Author(s): National Restaurant Association, Publisher: Pearson, Copyright year: © 2013, Edition: 2nd • Print ISBN: 9780132175258, 0132175258, eText ISBN: 9780133369113, 0133369110

• Author(s): National Restaurant Association, Publisher: Pearson, Copyright year: © 2013, Edition: 2nd • Print ISBN: 9780132116138, 0132116138, eText ISBN: 9780133361889, 013336188

• Author(s): National Restaurant Association, Publisher: Pearson, Copyright year: © 2013, Edition: 2nd • Print ISBN: 9780132725491, 0132725495, eText ISBN: 9780133369083, 0133369080

• Author(s): National Restaurant Association, Publisher: Pearson, Copyright year: © 2013, Edition: 2nd • Print ISBN: 9780132181648, 0132181649, eText ISBN: 9780133369090, 0133369099

• Author(s): National Restaurant Association, Publisher: Pearson, Copyright year: © 2013, Edition: 2nd • Print ISBN: 9780132175241, 013217524X, eText ISBN: 9780133369106, 0133369102