Onboarding Day 11: Allergens and difficult guests

onboarding #day-11 #week-2 #safety

Goal: Trainee handles a real allergen ticket with full protocol. Three difficult-guest scenarios practiced.

Pre-shift

Designated Allergy Czar for the shift (MOD or senior server) is identified to the trainee. The trainee shadows the Czar on any allergen ticket that comes in during service.

Read before shift

Allergens:

Difficult guests:

During shift

Trainee runs section. Any allergen ticket that arrives: trainee verbalizes the allergy to the kitchen lead under Czar supervision. Trainee marks the plate visually. Trainee confirms with the guest at delivery.

Roleplay drill (during service lull):

Drunk guest tries to order another drink. Trainee runs the cutoff.
Rude guest accuses trainee of slow service. Trainee de-escalates.
Guest demands an off-menu item we can't make. Trainee redirects.

What the coach watches for

Does the trainee follow the full allergen protocol every time? No shortcuts?
Does the trainee call MOD on cutoffs? (Per role-mod-intoxication-decision.)
Does the trainee maintain language tier with difficult guests?
Does the trainee de-escalate or escalate the energy?

End of shift

20-minute debrief with coach + MOD if any incidents occurred.

Coach sign-off: Trainee handled at least one real allergen ticket (or simulated if none) to standard. Trainee de-escalated all 3 roleplays.

Tomorrow

Day 12: Mistakes and ownership.