When a customer has an allergy or intolerance, the most important thing is to give true information. A quick but wrong answer can cost a life. An honest answer such as "I'll check" costs nothing.
Rules for service
- Listen carefully and make a note. Ask what they are allergic to, whether it is an allergy, an intolerance or coeliac disease, and whether it is severe or mild. Do not ask awkward questions: "Can you tell me what I should avoid?" is enough.
- Never guess. If you do not know for sure what a dish contains, do not say "I think not" or "it's sure to be fine".
- Check the allergen sheet at your workplace or ask the cook or the manager. If there is no way to check, say so: "I cannot guarantee that this dish is safe for you."
- Do not change the recipe on your own to "remove" an ingredient. What is asked of the kitchen must be decided by someone who knows which changes are safe.
- Clear up doubts about hidden ingredients: stock, sauce, frying oil, batter, dressing, garnish.
- Write it on the order slip clearly (for example "ALLERGY to nuts") and tell the kitchen in person or with the signal your workplace uses.
- Check when serving: that the dish reaches the right person and without additions (bread, sauce, side dish, dessert).
Useful phrases
- "I'll check with the kitchen and come back to you right away."
- "According to our sheet, this dish contains gluten and egg."
- "I cannot assure you there are no traces; the kitchen works with nuts."
- "If you prefer, you can speak to the head of the kitchen."
What not to say
- "Don't worry, a little won't hurt."
- "I don't think it has any."
- "We've made this lots of times and nobody has had a problem."
- "If something happens to you, you knew already."
Common cases
- A customer with a milk allergy asks for a "lactose-free" dish. Make clear that lactose-free is not the same as milk-free. Ask whether it is an allergy (milk proteins) or an intolerance (lactose).
- A customer with coeliac disease orders chips: check whether the fryer is also used for battered food. If it is, they are not suitable.
- A customer allergic to tree nuts orders a dessert: check the recipe, the decoration and whether it is prepared with utensils that have touched nuts.
- Substitutions in the set menu: if the menu changes, update the sheet before serving it.
- A customer is taking food home: they are given the same information.
- Takeaway or delivery order: the information must also reach the customer, in writing or through the website or app.
If something goes wrong
- Allergic reaction: call 112 and follow what you saw in the anaphylaxis lesson.
- Error spotted before serving: take the dish away, do not "fix" it, and make another from scratch with clean utensils.
- Error spotted after serving: tell the customer and your manager immediately. Keep what is left of the dish if it could be useful to the doctors.
Key points
- Never guess. Check, ask or say that you cannot guarantee it.
- Write the allergy on the order slip and tell the kitchen.
- "Lactose-free" is not "milk-free".
- If there is a severe reaction, call 112.