Speaking of allergies: Communication challenges for restaurant staff and customers

Managing customer allergies is an essential job task for restaurant workers. The present study catalogs common work features and challenges involved in the verbal communication of food allergies. Allergy communication is approached as a form of risk communication occurring within a socio-technical work system. Critical incidents and qualitative surveys of restaurant staff (n = 138; 3400 statements), along with qualitative surveys of customers with allergies (n = 61; 795 statements), are subject to thematic analysis to examine those practices most likely to improve customer safety and subjective experience. Key findings suggest improved outcomes when staff prompt customers to disclose their allergies at first contact, when fewer staff are involved in allergy communication and management, and when double-checking/check-ins are integrated throughout the communication process. These can serve as provisional best practice recommendations, and should be studied more thoroughly in combination with written communication strategies, restaurant resources, and environmental demands.