If a Guest Reacts

Warning Signs

Reactions can start mild and get worse quickly. Take any of these seriously, especially after a guest with a known allergy has eaten:

• Hives, itching, flushing, or swelling of lips, tongue, or face
• Difficulty breathing, wheezing, coughing, or throat tightness
• Stomach pain, vomiting, or diarrhea
• Dizziness, confusion, or a sudden drop in alertness
• The guest saying they feel like they’re having a reaction

What to Do

• Stay with the guest. Stay calm. Ask a coworker to get a manager right away.
• Call (or have someone call) local emergency services when the situation looks serious or the guest asks for it.
• Follow your restaurant’s allergy emergency policy: manager notification, space, helping with the guest’s own medication only if they ask and policy allows.
• Keep the plate if it’s safe to do so. Management may need it later.
• Give the person air and privacy without blocking help.

What Not to Do, Especially with Your Words

Joking about allergies is disrespectful in any context, not only when something has gone wrong. In an emergency, do not pile more fear onto someone who is already scared. No comments about 911, ambulances, or “I told you so.” Get help. Speak calmly. Stick to what’s needed.

• Don’t argue about whether it’s “really” an allergy or tell them to wait it out.
• Don’t offer food, drinks, or home remedies unless emergency responders or your approved policy say so.
• Don’t leave a guest alone if they look like they’re in distress.
• Don’t give medication that isn’t theirs or that you’re not trained and authorized to give.
• Don’t clean up or throw away the suspected food before a manager says to.

Afterward

• Help with the incident report using clear facts: what was ordered, what was served, timing, what you saw.
• Don’t speculate with other tables or on social media about medical details.
• Talk with your team about what communication could be clearer next time.