Order Taking Procedure

Front

Step 1 in Order Taking Procedure

Back

Welcome the Guest and provide menus.

Ask if anyone at the table has any allergies, intolerances, religious, or dietary needs before taking the order.

Front

Step 2 in Order Taking Procedure

Back

Listen and Clarify

• If a diner states a requirement (e.g. nut allergy, vegan), repeat it back to confirm accuracy.

Use open questions:
“Can I just confirm the allergy – is it all nuts or a specific one?”
“Is this a preference or a medical requirement?”

Front

Step 3 in Order Taking Procedure

Back

Check Menu Suitability.

Offer guidance on suitable dishes if an allergy or intolerance is communicated.

Never guess – if unsure, inform the guest you will check with the kitchen.

Front

Step 4 in Order Taking Procedure

Back

Inform the Kitchen:

Clearly write down the allergy/requirement on the order and verbally inform the kitchen team.

e.g. "1 x Chicken (Gluten Free - Coeliac)"

Front

Step 5 in Order Taking Procedure

Back

Confirm with the Guest

Reassure the guest that their allergy/intolerance has been communicated to the kitchen.

Explain any changes or substitutions clearly.

Front

Step 6 in Order Taking Procedure

Back

Service:

• Deliver the meal personally if possible.

Confirm again at the table:
“Here is your main course – this is the nut-free/vegan/gluten-free version as requested.”

Front

Step 7 in Order Taking Procedure

Back

Follow-Up:

Check back shortly after serving to ensure the guest is satisfied.