Allergen Awareness

Memorize These Scripts to Help Safely Serve People with Food Allergies

Posted by
Trust20 Contributors • 3 minute read
Share:

Everyone deserves to have fulfilling and satisfying dining experiences–and people with food allergies and intolerances frequently struggle to enjoy a simple meal out. In fact, one in three people with food allergies and intolerances report having reactions in restaurants.1

That is why it is essential to always ask guests if they have any food allergies or intolerances.

Communicating clearly with your customers by inquiring about any allergies the staff needs to be aware of can save everyone from dealing with the results of a reaction occurring in your establishment.

Here are a few tips and questions to ask for when you’re approaching customers about their food allergies. We've broken them down into two portions of the dining experience:

Greeting the customer

Serving the food

Greeting the customer

The first step to ensuring that a customer's food will be prepared safely is asking if they have any allergies or intolerances when first greeting them. For people with major allergies, this will set the tone for a comfortable dining experience.

You can kindly ask the customer by saying:

“Are there any allergies, intolerances, or food preferences I should know about?”

If the customer does have any allergies, ensure the customer that you will let the kitchen know immediately. It is also important to note if your restaurant's menu has symbols for any menu items that contain possible allergens.2 Let the customer know of any items that have major allergens so they can order accordingly. 

Once the food is ready to be served, double-check the order with the kitchen: 

“Is this the correct order for my table with the (insert allergy) allergy?”

Serving the food

Once the order is confirmed and brought out to the table, give the customer a minute to assess the food and check in with the customer to make sure their food appears safe and to their liking.

You can approach it by saying:

“I confirmed with the kitchen that this was prepared away from (insert allergy). Does everything look and taste right to you?”

If you notice an allergic reaction occurring, quickly call for help and remain calm. Many servers aren’t extensively trained on how to handle allergic reactions. This means that your manager should be knowledgeable on how to handle allergic reactions according to the U.S. Food and Drug Administration (FDA) Food Code.3

It’s always smart to be prepared for any situation where an allergic reaction may occur. Taking the necessary steps right when the customer sits down can help avoid emergency situations in the future. This will help your restaurant's reputation in the long run and avoid being liable for a situation that could have been avoided.4

In any situation relating to food allergies, communication is key.  An open line of communication between the customer, kitchen, and any other parties involved is crucial to eliminating any cross contact of potential contaminants.


Sources: 

  1. CDC: Restaurants Can Reduce the Risk of Food Allergy Reactions

  2.  Food Safety: Avoiding Food Allergy Reactions

  3. FDA: 2022 Food Code

  4. Celiac.com: Man Sues T.G.I. Fridays Over Allergic Reaction to Non-Gluten-Free Hamburger Bun

Recommended Articles
You Need to Know: Temperature Danger Zone
You Need to Know: Temperature Danger Zone
There is one tried and true principle in food handler safety: keep hot food hot, and cold food cold. This is the best way for foodservice workers to keep food out of the "Danger Zone," or the temperature range where bacteria can grow at an alarming rate. In this article, we will cover all you need to know when it comes to the temperature danger zone, including: The basics of temperature danger zones Conflicting information about temperature danger zones Why is there a disconnect between the USDA, FDA, and what's offered as guidance for consumers?
Continue Reading
Food Safety Management: How to Audit Your Establishment's Hygiene Protocols
Food Safety Management: How to Audit Your Establishment's Hygiene Protocols
Every foodservice establishment is required to have hygiene protocols in place to ensure cleanliness is a top priority in the daily operations of each business. The safety and health of staff and customers are key in any food business. Best practices are essential for maintaining a clean establishment. Best practices can also reduce the potential of cross-contamination while ensuring your business is in line with food safety regulations, which are overseen by international organizations, federal agencies, and local health departments such as the World Health Organization (WHO), U.S. Food and Drug Administration (FDA), and the Food Safety and Inspection Services (FSIS). To ensure your establishment’s hygiene protocols meet current regulations and the most current methodology, it’s essential to audit best practices on a regular basis. The food industry is constantly evolving, and regular hygiene practice audits will help keep you and your establishment compliant with current standards. Below, we’ll cover: Why should I regularly review my establishment’s existing hygiene protocols? How frequently should hygiene protocols be reviewed for food safety? What areas of foodservice hygiene practices should I review on a regular basis? What steps should I take when reviewing hygiene protocols?
Continue Reading
Protect Food Safety: How to Create Hygiene Protocols and Best Practices
Protect Food Safety: How to Create Hygiene Protocols and Best Practices
Your hygiene protocols are essential to preventing a foodborne illness outbreak at your establishment–not to mention the long-term success of your business. Every operator and manager who oversees a foodservice business should create standard hygiene practices and expect their entire team to consistently and carefully adhere to them. These protocols cover a range of activities, including cleaning, sanitization, and personal hygiene. Other basic habits and routines like handwashing, sanitizing food prep surfaces, and regular facility cleaning help you and your team maintain a safe food environment, reduce food safety incidents, and comply with relevant laws and regulations. Understanding why and how to implement structured safe food handling practices in your establishment will make protecting your customers second-nature, so you can focus on providing an exceptional experience for everyone who walks in your door. Keep reading to learn more about hygiene protocol, including: What are hygiene protocols? Why are hygiene protocols important to the food industry? What best practices should my hygiene protocols include? How do I create a hygiene protocol plan?
Continue Reading
Foodservice Management: How to Cultivate Better Kitchen Communication
Foodservice Management: How to Cultivate Better Kitchen Communication
The 2005 movie Waiting features a ragtag group of cooks and servers who navigate the ins and outs of working at a busy chain restaurant. The film vividly illustrates how one kitchen’s communication falls extremely short.
Continue Reading