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Module 4

Allergy Procedure — 10 Steps

Learning Objective: Master RaRa Ramen's mandatory 10-step allergy procedure, understand the probing questions for each scenario, and practise with realistic roleplay scenarios based on actual RaRa situations.

RaRa Ramen's 10-Step Allergy Procedure

This is the mandatory allergy procedure that all RaRa staff must follow every time a guest has a food allergy. As FOH, you are involved in most of these steps. Follow them in order, every single time.

Non-Negotiable This procedure is not optional. Skipping even one step can put a guest's life at risk.
1
Taking the Order: ALWAYS Ask — "Do you have any allergies?" Ask this of every guest, every time — either at the beginning or end of taking the order. Do not wait for them to volunteer the information. Then probe: "Is it mild or anaphylaxis? Are traces okay?"
2
Check the Allergy Matrix Refer to both the NAC matrix and the RaRa restaurant matrix to determine which dishes are safe or can be modified. If you are unsure, speak to your supervisor or chef immediately. Never guess.
3
Enter Allergen Notes on the Order Enter the allergen onto the order as a note, INCLUDING severity (e.g. "anaphylactic to nuts"). Do this for ALL dishes the guest will have — not just the ones you think are affected. Even if the allergen isn't in that specific dish, note it on every item.
4
Unclear or Complex Allergens — Speak to the Chef If the allergen is unclear or complex (e.g. multiple allergens, unusual ingredients), speak to the chef directly. Never guess or try to work it out yourself.
5
Place the Red Card Stand at the Table Place the red card stand at the guest's table. Say to the guest: "This is an allergy marker so we can make sure you get the right, safe dish."
6
QR Code Orders If an order comes through with an allergen message from a QR code, the pass person is responsible for placing a red card stand at the guest's table. The QR system lists allergens on menu items.
7
Chef Places Red Card on the Tray The kitchen places a red card on the tray with the safe dish. This red card stays with the dish until it reaches the guest.
8
Verbal Handoff at the Pass The kitchen tells the runner what the allergen is (e.g. "This dish is nut-free"). The allergen must be verbally communicated at the pass.
9
Deliver and Confirm with the Guest Verbally confirm the safe dish with the guest: "Here is your nut-free ramen." Then remove BOTH the tray red card AND the table red card stand.
10
Return Both Red Cards to the Pass Both the tray red card and the table red card stand are returned to the pass, cleaned and ready for the next use.

Probing Questions Quick Reference

Use these questions whenever a guest mentions an allergy to get the full picture:

Allergen MentionedProbing Questions
Nuts "Is it all nuts or certain nuts?" • "Peanuts, tree nuts, or both?" • "Is it mild or anaphylaxis?" • "Are traces okay?"
Shellfish "All shellfish? Only crustaceans (prawns, crab)? Only molluscs (squid, oyster sauce)?" • "Is it mild or anaphylaxis?"
Seafood / Fish "All seafood? Only finned fish?" • "Is it mild or anaphylaxis?" • "Are traces okay?"
Any allergen "Is it mild or anaphylaxis?" • "Are traces okay?" • "Any other allergies we should know about?"

Quick Reference Checklist

FOH Allergy Procedure Checklist

Roleplay Scenarios

Study these scenarios carefully. They represent real situations you'll encounter at RaRa.

Scenario 1: No Allergies

You: "Do you have any allergies or dietary requirements?"

Guest: "No, we're all good."

You: "Great! Let me take your order."

Simple — but you still asked. This is the minimum standard for every table.

Scenario 2: Gluten-Free Guest

You: "Do you have any allergies or dietary requirements?"

Guest: "I'm coeliac — I need gluten-free."

You: "Absolutely. Our ramen noodles contain wheat, but we have rice bowls as a gluten-free base, and GF gyoza with a GF soy dipping sauce. Let me check the matrix for anything else. I'll also note this as coeliac on your order."

You've recommended safe alternatives, offered to check the matrix, and will note severity on the order.

Scenario 3: Peanut Anaphylaxis — Just Peanuts

You: "Do you have any allergies or dietary requirements?"

Guest: "Yes, I'm anaphylactic to peanuts."

You: "Thank you for letting me know. Just to confirm — is it all nuts or just peanuts?"

Guest: "Just peanuts."

You: "Okay. The Chicken Tantanmen contains peanuts, so that's off the menu. Most other dishes should be safe, but let me check the matrix and confirm with the chef. I'll note 'anaphylactic to peanuts' on all your dishes and put a red card on the table."

You probed for specifics, identified the unsafe dish, and will follow the full procedure with extra vigilance.

Scenario 4: Mild Nut Allergy — Traces Okay

You: "Do you have any allergies or dietary requirements?"

Guest: "I have a mild nut allergy."

You: "Is it all nuts or certain nuts? And is it mild or anaphylaxis — are traces okay?"

Guest: "All tree nuts, but it's mild. Traces are fine, I just can't eat whole nuts."

You: "Understood. The Chicken Tantanmen contains nuts so that's not suitable. Our gyoza is processed in a nut factory — since traces are okay for you, that should be fine, but let me confirm with the chef. I'll note 'mild tree nut allergy, traces okay' on your order."

Probing revealed that traces are okay, which opens up more options. But you still follow the procedure.

Common FOH Mistakes to Avoid

MistakeWhy It's DangerousWhat to Do Instead
Not asking about allergies Guest may not volunteer the information Ask EVERY guest EVERY time
Not probing for specifics You don't know severity, specific allergens, or trace tolerance Always ask the probing questions
Only noting the allergen on "risky" dishes Any dish could contain a hidden allergen Note the allergen on ALL dishes for that guest
Not including severity Kitchen doesn't know how critical the situation is Always include severity (e.g. "anaphylactic")
Forgetting the red card stand No visual marker means the dish could go to the wrong person Always place the red card stand at the table
Not confirming verbally on delivery Wrong dish could reach the wrong guest Always say "Here is your [allergen]-free [dish]"

Flashcards

Click each card to reveal the answer.

What probing questions do you ask when a guest says "I'm allergic to nuts"?
Click to flip
"Is it all nuts or certain nuts?" • "Peanuts, tree nuts, or both?" • "Is it mild or anaphylaxis?" • "Are traces okay?"
Should you note the allergen on ALL dishes or just the ones that contain the allergen?
Click to flip
ALL dishes. Even if the allergen isn't in a specific dish, note it on every item the guest orders. This ensures the kitchen knows every dish is for an allergy guest.
What must you do when delivering a safe dish?
Click to flip
Verbally confirm with the guest (e.g. "Here is your nut-free ramen"), then remove BOTH the tray red card and the table red card stand and return them to the pass.
Who is responsible for the red card on QR code orders?
Click to flip
The pass person is responsible for identifying the allergy note and placing the red card stand at the guest's table.
A guest says "I have a mild tree nut allergy, traces are fine." Can they have gyoza?
Click to flip
Possibly — gyoza is processed in a nut factory (may contain), but since traces are okay, it may be safe. Confirm with the chef and note the allergy on the order.

Knowledge Check

1. When taking a guest's order, what must you ALWAYS ask?

2. A guest says "I'm allergic to shellfish." What probing questions should you ask?

3. When entering allergen notes, what must you include and on which dishes?

4. A guest's allergen is complex (they're allergic to soy, sesame, AND fish). What do you do?

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