Restaurant Approach to Handling Special Diet Guests

Over 70% of individuals managing gluten and allergen free diets indicate that eating out at restaurants is one of their top concerns. Our Global Market Research reveals that the primary factors which influence special diet guests when eating away from home include: safety of meals; lack of knowledgeable restaurant and food service personnel as well as fear of a gluten or allergic reaction.

Knowledge & understanding coupled with clear table-side communication are the keys to ensuring safe, enjoyable gluten and wheat-free experiences for guests. Appropriate training on procedures for handling special diets also need to be in place.

Establishing protocols for special dietary needs provides consistent dining experiences for each and every gluten and wheat-free guest. The collaborative process between restaurants and guests ensures that guests are served safe and enjoyable meals.  The chart below outlines this process in two components: planning and table-side communication.

 
Planning Effort

I.  Educate staff about potential dietary requirements

• Conduct training for management and staff on special diets
• Obtain certification from appropriate organizations
• Talk with other restaurants dealing with special diets
• Monitor training effectiveness and guest feedback

II.  Identify restaurant-specific ingredients and preparation techniques to be potentially modified for special diets

• Identify common food allergens and associated ingredients
• Assess what areas of food preparation specific to the kitchen contain common food allergens
• Identify which menu items are naturally free of specific allergens including gluten & wheat
• Explore potential modifications to menu items based upon specific allergens and ingredients
• Determine possible cross-contamination and potential changes required in the kitchen
• Identify what ingredients and areas of food preparation cannot be modified

 
Tableside Communication

I.  Understand guest’s special dietary needs and discuss menu

• Discuss guest’s dietary concerns
• Discuss menu items and safety factors of dishes
• Discuss which menu items must be avoided
• Confirm menu items and preparation with chef based upon requirements

II.  Facilitate accurate understanding of gluten / wheat free order & requirements

• Determine if the special order is understood by the cooks under the chef’s supervision
• Assess and factor in language considerations with the kitchen staff
• Determine the feasibility of executing special requests based upon how busy the kitchen is
• Assess if a gluten free or wheat free order can be prepared as requested
• Follow-up with guest if a change to the order is required

III.  Ensure fulfillment of special order

• Confirm with the chef if special request can be handled
• Monitor fulfillment of special request
• Re-confirm order with kitchen staff prior to delivery

IV.  Deliver gluten / wheat free meal

• Deliver special meal to guest
• Confirm their special dietary request when the meal is delivered
• Handle situation if meal does not meet the guest’s expectations

V.  Follow-up with guests about service and ensure satisfactory dining experience

• Follow-up with guest to ensure meal is satisfactory
• Provide guest feedback to manager and chef as needed

Learn more about Gluten Free Grains and Cross Contamination

Gluten-Free Food Service Accreditation

Working Around Allergies – Food Service Magazine (PDF)

Excerpted from the Award-Winning Book Series—Let’s Eat Out!

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