Gather & Gather Allergy Training Film – UK

By Adem Lewis / in , , , , , , /

Since the introduction of the food information
for consumers regulation in December 2014 we now have a legal responsibility to provide
information to our customers about any of the fourteen allergens found within our food. This starts back of house where the chef completes
the allergy recording form on a daily basis. We then move to our team briefings where this
information is relayed to the staff members so that they can talk to the customers which
is perhaps the most important part. Whilst we need to inform the customers what’s
directly in the food, it’s actually really important that we talk to them about how we
use these ingredients in other dishes and actually generally within the kitchen. Some
of you will deal with customers with food allergies almost every day,
and others perhaps less so. For us at Gather and Gather by putting the
customer at the heart of everything that we do, this is just another step that we’re
taking to ensure our customers are safe. We know it’s big responsibility, and we know it’s
quite daunting, so we’ve sent head chef Ben out to show you some ways you can
communicate to your customers. The most common form of food allergens are
dairy, gluten, eggs, nuts and fish. While medical researchers are baffled as to why
there has been such a sharp rise in cases over the last decade, one thing’s for certain,
if you do suffer from a severe allergic reaction known as anaphylactic shock you’re going
to need immediate medical assistance. As caterers we have a legal obligation to provide
as much information about our food as possible. Today we’re going to look at some of the
best ways of doing this. We’re here in High Street Kensington to see Jonny
Bakewell, one of our Gather and Gather site managers. Jonny, thanks for having us today. You’ve got a food allergy yourself, could
you tell us a bit about it? Yes so I’m allergic to gluten which is found
in wheat, rye, barley and oats. So obviously when you’re going out to eat you have
to be very careful about what it is you’re eating? Yes, I always let my server know that I’ve
got an allergy, and hope that they can give me information about what I can eat. So must be frustrating if a server can’t
tell you what’s in the food? It’s not so much frustrating, the worst
thing they can do is shrug off the question. I don’t mind if they don’t know as long
as they find someone who does. Oh, so you don’t mind if they don’t know as long as they can find out the information you need. Exactly, all I need is the information so
that I know what I can eat. Jonny thank you very much. To help us deal with our customers and their food allergens we’ve got a few clips to show you. Let’s check out our first one. Excuse me, I’m allergic to eggs.
Have you got anything on your menu that is egg free? I don’t really know to be honest. Is there anyone who can help me? The manager is on their phone at the moment
so I can’t really tell you sorry. Oh don’t worry about it then. OK, so let’s go through some points. Firstly, eye contact, this is really important
when dealing with customers, it helps us give that level of confidence that we know what
we’re talking about, and it’s something we evolve in our Cake module two training. Confidence is obviously very important, our
server didn’t know the answer which is ok, but didn’t really ever find out the answer
that the customer needed. Also time. Allergen sufferers are happy to wait for that
time to get the right answer but they are not going to wait all day. Answers need to come quickly and concise. And lastly, alternatives. A lot of our food pre-packaged is branded
with all the allergens listed inside it. We need to give these options out as well. Let’s see what we do in scenario two. Hey how are you today?
I’m good thank you. That’s good, is there anything I can help
you with? I’m hoping you can. I’m actually allergic to dairy, have you
got anything that’s dairy free on your menu today? Sure, I’ll just check our daily allergen sheet. Great. Ok so we have turkey and pomegranate roti,
and it says it’s dairy free although I do say that, our kitchen still uses dairy
products. Its that ok? Yes that’s fine. Sweet would you like the turkey? That would be great thank you.
I’ll dish that up for you. This is a much better example of how our servers can
deal with our customer’s requests more efficiently. We have much better confidence and eye contact
making everything run much smoother. Our server checks the allergens with the customer,
but then informs them that we actually use this allergen in our kitchen as a whole, giving
the customer a much more informed decision on what they are going to eat. Lastly the allergen folder is in the right
place, it’s relevant for the day and there’s no scrabbling around looking for bits of paper
or asking people questions. This is done much better by the member of staff, and we’ve given a much more efficient service to
our customers. Let’s check out our third scenario. Hey there, how are you?
I’m really good thank you. Is there anything I can help you with today? I’m hoping you can actually, I’m allergic to nuts,
is there anything in your menu today that is nut free? I’ll just get our head chef and he can talk
you through it. Great. So this young lady has a nut allergy. Okay, are you alright? We do use nuts in our kitchen on a daily basis,
but we do have a vegetarian option today that doesn’t contain any nuts. Okay. It’s a tomato and red pepper
frittata would you like it? That would be great thank you. This is an excellent example of how to deal
with a customer’s needs. Our chef and server are both eloquent, have
good confidence and great eye contact. Even though the server isn’t sure if there
are nuts in the dish or not, which is fine she goes straight to the chef, to get the
right information to give to the customer. Even though the chef informs the customer
that there are no nuts in our dish he also informs her that they are in our environment
in the kitchen which gives our customer all the information for an informed decision. We hope this film has been a useful guide on
how to deal with your customer’s allergen requests. Whether you’re checking your allergen sheets or
speaking to colleagues it’s good to know we can give our customers an informed decision
and make everyone as safe as possible. All the clips we’ve viewed today have been
based around the lunch service, but it’s important that we get that level of diligence
through all our counters and coffee bars. That’s pretty much everything we’ve got from the team
at Gather and Gather today, but if you need any information or need to contact us, email
us at [email protected] A good starting point for any allergen information
you need is our very own trade simple. We’ve got all the links for our
Gather and Gather approved sites, and also links to the Anaphylaxis Campaign. We hope you use this as an invaluable tool for
keeping your customers safe. Thanks for watching.

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