When a guest mentions an allergy at the table or bar:
The script
"Thank you for letting me know. Can you tell me what specifically — an allergy or a preference — and how severe?"
- Allergy → kitchen prepares separately, gloves changed, surfaces sanitized
- Severe allergy / anaphylaxis → MOD notified immediately, kitchen lead handles the order personally
- Preference / dislike → standard substitution
At the kitchen
- Server writes "ALLERGEN: [allergen]" at the top of the order ticket. Capital letters. Red ink.
- Server confirms the order verbally with the kitchen captain. By name, not seat number. ("Table 7, the burger, dairy allergy, sub the bun and skip the cheese.")
- Kitchen captain reads back the allergen confirmation before plating.
- Plate marked at the pass with an allergen flag.
At service
Server confirms the allergen flag with the guest before placing the plate down. "Confirming: shellfish-free, as you mentioned."
If we mess up
Stop the meal. Pull the plate. Apologize. Re-fire from scratch. Comp the dish at minimum. Apply Empowerment Framework up to $50 for service recovery.
If the guest has a reaction: 911 first. Tell the GM second. Document third.
Tags: allergen, sop, safety-compliance, kitchen