How should you respond to a customer inquiry about allergen content in a menu item?

• A. Provide a generic answer that the menu is safe; no need to check.
• B. Identify the allergen(s) in the item, offer alternatives, and escalate to a manager if needed.
• C. Tell the customer to avoid the item and not provide further details.
• D. Dismiss the concern and proceed.

Answer: (B)

When a guest asks about allergens, the priority is to provide accurate, safety-focused information. The best approach is to identify exactly which allergens are in the item, communicate those clearly, and then offer safe alternatives or modifications. If you’re unsure or if ingredients or preparation methods could introduce cross-contact, pause to verify with the kitchen or a manager before giving details. Escalating to a manager is appropriate when you need official confirmation or to discuss potential substitutions or changes to the dish. This shows respect for the guest’s health, prevents misinformation, and helps protect the operation from liability.

This approach beats giving a generic reassurance, telling the guest to avoid the item without details, or dismissing their concern, because those responses can mislead or endanger the guest. Providing specific allergen information and viable alternatives keeps the guest informed and supported.