# Staff Allergy Response SOP

## When a guest mentions an allergy
1. Stop and listen.
2. Repeat the allergy back to confirm.
3. Ask whether cross-contact is a concern.
4. Do not guess.
5. Check the ingredient matrix and kitchen lead.
6. Explain shared equipment risk.
7. Mark the ticket clearly.
8. Confirm with kitchen before serving.

## Words to avoid
- “It is safe”
- “No problem”
- “Definitely gluten-free”
- “There is none”
unless verified and supported by the kitchen.

## Better wording
Thank you for telling us. I will check the ingredients and preparation method. We use shared equipment, so I can help identify ingredients and cross-contact risks, but I do not want to guess.

## Escalation
Server:
Manager:
Kitchen lead:
Customer decision:
Ticket marked: