Which steps should you take when a guest requests an allergy accommodation?

• A. Acknowledge the allergy and escalate to a manager only if the guest requests it.
• B. Acknowledge the allergy, then suggest removing the entire kitchen's cross-contact policy.
• C. Acknowledge the allergy, avoid cross-contact, and involve a manager if needed.
• D. Tell the guest to handle the allergy outside of the restaurant.

Answer: (C)

When a guest mentions an allergy, the first step is to acknowledge their concern with empathy and confirm what needs to be avoided. This shows you’re listening and gives you precise guidance for the order.

Next, focus on preventing cross-contact. This means taking practical steps in the kitchen and prep area to keep the allergen separate: use clean surfaces and utensils, possibly dedicated equipment or prep space, change gloves if needed, and clearly communicate with the kitchen about the exact modifications required. The goal is to give the guest confidence that their food will be prepared without contact with the allergen.

Involve a manager if needed. If the allergy is severe, if the dish requires changes beyond standard procedures, or if you’re unsure how to safely accommodate, bring in a manager to authorize the plan and coordinate with the kitchen. This ensures proper safety steps are followed and that the guest’s needs are documented and handled appropriately.

Why this approach fits best: it combines respectful communication, concrete steps to minimize risk, and appropriate escalation to ensure safety. The other options fall short because they either delay or skip safety measures, propose unsafe policy changes, or dismiss the guest’s needs entirely.