You Are the First Line of Defence
As a front-of-house team member at RaRa Ramen, you are the first person a guest interacts with and the last person to hand them their food. That means allergen safety starts and ends with you.
The Reality
Food allergy affects 1 in 10 babies, 1 in 20 children, and 1 in 50 adults in Australia. Most deaths from food allergies happen outside the home — in food service businesses like RaRa Ramen.
Your role is not just to take an order — you are a guide for the guest. You help them navigate our menu safely. Your responsibilities include:
- Asking every guest about allergies when taking orders
- Listening carefully and recording allergy information accurately
- Probing with follow-up questions to understand severity and specifics
- Communicating allergy details to the kitchen clearly and completely
- Verifying the correct dish reaches the correct guest
- Recognising the signs of an allergic reaction and knowing what to do
RaRa's Core Value: Integrity & Consistency
At RaRa Ramen, allergen safety is built on our core value of Integrity & Consistency. This means:
1
The same procedure, every time
Whether it's a quiet Tuesday lunch or a packed Friday night, the allergy procedure is followed exactly the same way. No shortcuts.
2
Honest communication
If you can't guarantee a dish is safe, say so. It is far better to lose a sale than to risk a life.
3
Accuracy on the pass
The person on the pass is responsible for ensuring allergy orders are correct before they leave the kitchen. This is a critical checkpoint.
The 100% Rule
You must be 100% certain before confirming a dish is safe for an allergic guest. If you are 99% sure, that is not enough. Check the allergen matrix, speak to the chef, and confirm before you promise anything.
Your Legal Obligations
Australian food law places clear responsibilities on everyone who handles or serves food. As FOH staff, you must understand these.
This Is the Law
When a customer asks about, or tells you about their food allergy, you must give them accurate information about the allergen content of the food and drinks you serve. Not knowing is not an excuse. You can be fined or jailed for misleading customers about allergens.
1
Provide Accurate Allergen Information
When a guest asks or declares a food allergy, you must provide correct information. If you don't know, say so and find out — never guess.
2
Know the Allergen Matrices
RaRa has two allergen matrices: the NAC national matrix (standard allergen declarations) and the RaRa restaurant matrix (which shows what can and can't be removed from dishes). You must know where both are and how to read them.
3
Never Make Promises You Can't Keep
If you are unsure whether a dish is safe, do not say "it should be fine." Speak to a supervisor or chef immediately. Apply the 100% Rule.
4
Follow the Allergy Procedure Every Time
RaRa Ramen's 10-step allergy procedure is mandatory. Skipping steps puts lives at risk.
Legal Consequences
Under state and territory Food Acts, it is an offence to fail to supply food in the manner demanded by the purchaser (if the business accepts the request). Consequences include fines, prosecution, loss of livelihood, and even imprisonment in serious cases.
The Allergen Safety Chain
Allergen safety is a team effort, but FOH staff play a unique and critical role. Here's where you fit in the chain:
| Who | Their Role |
|---|
| The Guest |
Must tell staff about their food allergy (but may not always volunteer it) |
| FOH Staff (You) |
Ask about allergies, probe for specifics and severity, record accurately, communicate to kitchen, verify delivery, and recognise emergencies |
| Pass Person |
Critical checkpoint — ensures allergy orders are correct before they leave the kitchen, places red card on QR orders |
| Kitchen Staff |
Know the allergen matrix, prevent cross-contamination, follow standardised recipes, place red card on tray |
| Food Safety Supervisor |
Ensure the business manages allergen risks, train staff, keep records updated |
Communication Is Everything
The most common cause of allergen incidents in restaurants is communication breakdown between FOH and the kitchen. If the information doesn't get through accurately, nothing the kitchen does can fix it.
What Happens When It Goes Wrong
Real-World Scenario
A 13-year-old girl with known allergies attended an event. Her allergies were declared on the registration form and communicated to the cook. When the cook left unexpectedly, the replacement was not informed. Unlabelled food was served. The girl selected a biscuit that appeared safe but contained cashew. She experienced anaphylaxis and could not be revived.
What Went Wrong?
- Allergy information was not communicated during a staff handover
- Food was not labelled with allergen content
- No one verified the food was safe before serving
- No written procedures existed for managing allergies
Lesson for FOH Staff
If you take over from another team member mid-shift, the first thing you must check is: are there any allergy orders in progress? Every allergy docket must be visible, highlighted, and confirmed during handover.
Flashcards
Click each card to reveal the answer.
What is RaRa's "100% Rule"?
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You must be 100% certain before confirming a dish is safe. If you are 99% sure, that is not enough. Check the matrix and confirm with the chef.
What RaRa value underpins allergen safety?
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Integrity & Consistency. The same procedure, every time, with honest communication — no shortcuts, no guessing.
What are the legal consequences of misleading a guest about allergens?
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You can be fined or jailed. Under Australian food law, providing inaccurate allergen information is a criminal offence.
What are RaRa's two allergen matrices?
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The NAC national matrix (standard allergen declarations) and the RaRa restaurant matrix (which shows what can and can't be removed from each dish).
What must you check first when taking over from another team member?
Click to flip
Whether there are any allergy orders in progress. Every allergy docket must be visible, highlighted, and confirmed during handover.