Service Standards

HANDLINGANALLERGY There is no more important element of product knowledge than knowing what ingredients in a dish may cause allergic reactions. To ensure a guest’s well being, you must know exactly which ingredients are included in a dish, and exactly which can be excluded upon request. The following are common allergies to be awareof: SHELLFISH/SEAFOOD Lobster, crab, clam, shrimp, prawn, scallop, mussel, oyster, octopus, squid, fish, fish sauce DAIRY (LACTOSE) Milk, cheese, cream, butter WHEAT/GLUTEN Wheat, rye, barley NUTS Peanuts, cashews, almonds, macadamia, walnuts, hazelnuts, pine nuts, pecans, pistachios, nut-based oils and flours SOY Soy sauce, soy beans, soy milk, tofu, edamame, soy bean oil, soy nuts, miso EGG Whites, yolks While these are the most common foods that can cause allergic reactions, it is possible for a guest to be allergic to just about anything, so if you are unsure of the exact ingredients in ANY dish, always ask the Chef for a full list of ingredients when needed. PROCEDURE When a guest indicates that they have a food allergy, it is necessary to get complete and detailed information. In the discovery process, it may become apparent that the guest’s “allergy” is actually just a strong dislike – regardless, the guest has felt strongly enough about it to make you aware of it, and it should be handled no differently than an actual allergy. SPECIFICS Every allergy is unique, so it’s important to get as much specific information as possible regarding exactly what items that a guest is or is not allergic to. Are they allergic to all nuts or just peanuts or just tree nuts? Are they allergic to all fish or just shellfish or just crabs? Are they allergic to all gluten-based products or just wheat? Once you have an understanding of the precise items to which items they are allergic, you will be better able to help them navigate the menu accordingly. COMMUNICATE There is absolutely no way to over communicate an allergy! Once you are aware of the specifics and the severity, you MUST speak with the Chef. Even if you are certain that the dish does not contain the item(s) to which the guest is allergic, you still must speak with the Chef. It is also good practice to make your Managers and colleagues aware of any allergies of guests in your section, especially if they are severe and potentially life-threatening. Finally, if appropriate and possible, have the Chef speak with the table directly. The guest will appreciate the extra measure to ensure their wellbeing, and they may appreciate the extra attention as well! Once you have communicated the allergy to the Chef, confirm with the guest that the Chef will make the necessary modifications to their meal.