Course

Credit Type:
Course
ACE ID:
MARC-0002
Version:
1
Organization's ID:
IOE
Organization:
Marco's Franchising
Location:
Hybrid
Length:
9 weeks (312 hours)
Minimum Passing Score:
80
ACE Credit Recommendation Period:
Credit Recommendation & Competencies
Level Credits (SH) Subject
Lower-Division Baccalaureate 3 Introduction to Hospitality Management
Description

Objective:

The course objective is to provide the knowledge and skills necessary to operate a Marco’s franchise. The course covers topics that address store operations and personnel management. The course is required for New Franchisees (or their designated store leaders) to achieve "Certified Operator" status prior to their first store opening.

Learning Outcomes:

  • Leverage business management tools and processes.
  • Perform store operations based on Marco’s Ten Operating Systems.
  • Understand how employee training is conducted and tracked.
  • Adopt a business-oriented approach when owning/operating a Marco's Franchise.
  • Develop a highly engaged team through effective leadership.
  • Identify, hire, train, and retain high quality candidates for store positions.
  • Employ behavioral interviewing techniques during the hiring process.
  • Distinguish between guest service and hospitality.
  • Implement an effective local store marketing strategy.
  • Understand the relationship between employee engagement, hospitality, and the service-profit-chain.
  • Align store activities with Marco’s cultural beliefs and key results.
  • Understand the precepts and science behind dough management.
  • Create products IAW Marco’s standards.
  • Understand the importance of Marco’s 10 Operating Systems, and of adopting a "Systems Thinking" mindset.
  • Employ onboarding best practices to help retain new employees.
  • Analyze data and apply sound judgment when making business decisions.
  • Recall information related to the Employee Value Proposition program.
  • Employ best practices for guest recovery and problem resolution.

General Topics:

  • Marco’s Cultural Beliefs and Key Results
  • Marco’s Employee Value Proposition Program
  • Introduction to Marco’s 10 Operating Systems: food safety, hospitality and guest services, product quality, cleaning and sanitation, people management, daily shift operations, food cost management, maintenance and safety, labor management, and administration
  • The Science of Dough and Dough Management
  • Product creation, order taking, cut and roll procedures, and dough preparation
  • Introduction to Profit and Loss and Business Acumen: reporting requirements, operating costs, financial statements and factors that impact profit and loss
  • Hospitality and Guest Service: hospitality vs. service, the service-profit-chain, the philosophy of hospitality, and guest touchpoints
  • Job Competencies and Candidate Screening: how typical interviews are conducted, job competencies and descriptions, and how to assess candidates
  • Conducting Job Interviews: questioning techniques, the steps that make up behavioral interviewing, how to conduct an interview, and selecting and scoring candidates
  • Onboarding and Retaining Employees
  • Introduction to Local Store Marketing
  • Competitor Analysis
  • Service Excellence Standards
  • Oven Assembly
  • Developing a Local Store Marketing Plan
  • Profit and Loss: Analyzing and Interpreting Data
  • Leader Influence
  • Situational Leadership: the Hersey-Blanchard Situational Leadership Model
  • Interpreting Tell Marco’s Data
  • Executing Proper Procedures for Guest Recovery
  • Make Dough and Assemble Products: Product Certification
  • Emotional Intelligence
Instruction & Assessment

Instructional Strategies:

  • Audio Visual Materials
  • Case Studies
  • Classroom Exercise
  • Coaching/Mentoring
  • Computer Based Training
  • Discussion
  • Learner Presentations
  • Lectures
  • Practical Exercises
  • Project-based Instruction
  • Work-based Learning
  • Performance Rubrics (Checklists)

Methods of Assessment:

  • Case Studies
  • Examinations
  • Performance Rubrics (Checklists)
  • Presentations
  • Quizzes
  • Written Papers
Supplemental Materials
Equivalencies

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College Credit Opportunities