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Food, Health and Safety

FOREIGN OBJECT OR CONTAMINATION OF A PRODUCT DELIVERED TO YOUR STORE

 Follow standard procedures:

 Isolate the product.
 DO NOT serve the product (you can be held personally liable if you do).
 Inspect all existing products.
 Record product information, product type/manufacturer, product date and expiration date.
 Record plant code or establishment number, if applicable.
 Record product sticker information (if available), item number, date received and quantity of cases.
 Contact your ROD/ROM if you need additional assistance.

GUEST’S FOOD

In the food business there are times when a foreign object such as a piece of plastic or a piece of hair ends up in
our food. While this is unfortunate, those situations are handled by following the standard procedures that Dave &
Buster’s has established and communicated to all stores.

If an allegation is made regarding a foreign object that is “unique” or “gross” enough to become a viral sensation or
national news headline, the Level 1 process must be followed.

 Listen to the complaint; remain sincere and professional and inform the Guest that you will look into the
issue.
 Do not accept or admit responsibility.
 Offer to take the menu item and foreign object from the Guest; offer to replace with new item.

 Isolate the food item and the foreign object, if possible.
 Call your ROD/ROM.
 The ROD/ROM will contact the Crisis Hotline and the Crisis Team will be activated.

 The appropriate Crisis Team Members will provide direction on next steps.
 Guest recovery – try to salvage their visit.

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