Guidance for Front of House Staff
Tips for front of house staff when dealing with customers:
When seating a table, it is good practice to ask if anyone has any food allergies alongside any dietary requirements. This will show that you take food allergy seriously If a customer explains that they have a food allergy, listen to them carefully and if necessary, (or if it is your company policy) let them speak directly to the chef or a senior member of staff.
Make sure you know where your allergen information is kept, this may be in the form of an allergen matrix, product book etc. This is a legal requirement and it is not acceptable to say "I don't know" when asked for information about allergens.
If there is any doubt about whether a food is free from of a certain ingredient, admit to the customer that you are unsure but assure them that you will find out.
Make sure that the customer's allergy is noted clearly on their order.
If a customer receives their meal and finds a garnish to which they are allergic, you must not just remove the garnish and return the dish to customer. Tiny traces that remain after the garnish has been removed may be enough to cause a severe reaction. A new meal without the garnish must be prepared and served.
This may seem obvious but ensure that you serve the right dish to the right customer and double check.
