Answer to Question 1
D
Answer to Question 2
Managers establishing service standards do so in four key areas: products, employees, facilities, and safety and security. Product-related standards address the use of standardized recipes as well as tasks and accompaniments such as condiments and utensils related to serving menu items. Employee-related standards address how employees will treat guests from their pre-arrival through departure. Facility-related standards focus primarily on those areas managers can control, including lighting and sound levels and room temperatures. Safety- and security-related standards concentrate on guests' and employees' personal safety and property security, and are first addressed by the use of safety audits that identify threats to safety. Managers also establish standards related to public health concerns and facility safety using emergency planning. Finally, managers establish security standards to safeguard the property of guests, employees, and the business against theft.
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