Restaurant Approach to Handling Special Dietary Requests

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The collaborative process between restaurants and guests ensures that guests are served an enjoyable, gluten-free meal. The chart below outlines this process in two components—planning and table-side communication.

To successfully handle gluten-free requests, restaurant staff need to follow seven key steps.

Planning Effort

1. Educate staff about potential dietary requirements

a. Conduct training for management and staff on special diets

b. Obtain certification from appropriate organizations

c. Talk with other restaurants dealing with special diets

d. Monitor training effectiveness and guest feedback

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

a. Identify common food allergens and associated ingredients

b. Assess what areas of food preparation specific to the kitchen contain common food allergens

c. Identify which menu items are naturally free of specific allergens

d. Explore potential modifications to menu items based upon specific allergens and ingredients

e. Determine possible cross-contamination and potential changes required in the kitchen

f. Identify what ingredients and areas of food preparation cannot be modified

Tableside Communication

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

a. Discuss guest’s dietary conditions

b. Discuss menu items and safety factors of dishes

c. Discuss which menu items must be avoided

d. Confirm menu items and preparation with chef based upon requirements

2. Facilitate accurate understanding of the order and special requirements

a. Determine if the special order is understood by the cooks under the chef’s supervision

b. Assess and factor in language considerations with the kitchen staff

c. Determine the feasibility of executing special requests based upon how busy the kitchen is

d. Assess if order can be prepared as requested

e. Follow-up with guest if a change to the order is required

3. Ensure fulfillment of special order

a. Confirm with the chef if special request can be handled

b. Monitor fulfillment of special request

c. Re-confirm order with kitchen staff prior to delivery

4. Deliver meal

a. Deliver meal to guest

b. Confirm their special dietary request when the meal is delivered

c. Handle situation if meal does not meet the guest’s expectations

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

a. Follow-up with guest to ensure meal is satisfactory

b. Provide guest feedback to manager and chef as needed

Excerpted from the award-winning book series—Let's Eat Out!