Quick Guide

Taking the Order

• Ask which allergen(s) to avoid, and listen carefully.
• Confirm the allergy and the order back to the guest.
• Check shared table food too (bread, apps for the table, etc.), or say you haven’t checked a dish yet and will if they want you to.
• Check with the kitchen. Bring back facts, not guesses.
• Present what you learned clearly. Let the guest decide what to do.
• Never say “you’ll be fine.” Never joke about allergies, reactions, hospitals, or 911 in any context.
• Enter the allergy in the POS/ticket the way policy requires.

During Service

• Keep allergy plates separate when carrying multiple dishes.
• Wash hands / change gloves after handling allergen items before touching their food.
• Don’t add garnishes, sauces, sides, breads, appetizers, or other shareable foods at the table unless confirmed for that guest.
• If there is possible contact (shared fryer, etc.), say so honestly. Don’t hide it and don’t dramatize it.
• If a plate looks wrong or was exposed, stop. Remake or tell the guest before they eat.
• Get a manager when you can’t verify the answer.

If Something Goes Wrong

• Stay with the guest. Stay calm. Get a manager immediately.
• Call local emergency services for breathing trouble, swelling, or severe distress.
• Follow your restaurant’s emergency and medication policies.
• No jokes about allergies (ever). No arguing. No unapproved remedies.
• Keep the plate if safe until a manager says otherwise.
• Document facts for the incident report. No speculation.

Checking Labels

• Find the ingredients list (not only the Nutrition Facts numbers).
• Check all sides of the package if the list is not next to Nutrition Facts.
• Read any bold Contains line for major allergens, and still read the full ingredients list.
• Do not return saying you “think” it is safe because the label was unclear.
• If there is no ingredients list, ask a manager, then tell the guest exactly how you tried to get the information.

Big 9 Reminder

Milk, eggs, peanuts, tree nuts, wheat, soy, fish, shellfish, and sesame, plus any other allergy a guest reports.