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Handling Inquiries via Telephone
Some guests who have food allergies may call ahead to find out about menu options . Such calls should be referred
to the manager .
Handling a Complaint
If a guest notifies an employee of a food allergy related incident, they should listen carefully and gather all the facts
from the guest and any employees who were involved . Effectively resolving guest complaints is an integral part of
providing great hospitality, so employees should be trained to not react defensively or dismiss the guest's concerns .
View any reported allergic reaction as an opportunity to pinpoint areas that need improvement .
If a Reaction Occurs
How the staff reacts in the event of an allergic emergency is important . If a guest notifies the staff that he or she is
having an allergic reaction, staff should immediately call 911 and summon medical help. Staff should not delay
medical treatment by denying that the reaction is occurring or waiting to see if it "passes" .
10
10 Revised November 2016
