[0:00] Welcome to lesson 4.1, how to answer
[0:02] allergen questions safely.
[0:05] When a customer asks about allergens,
[0:07] the answer you give can directly affect
[0:09] their safety.
[0:10] Some customers may have serious
[0:12] allergies, intolerances, or celiac
[0:14] disease, and they rely on staff to
[0:16] provide accurate information.
[0:19] The first step is to listen carefully.
[0:21] Do not interrupt, dismiss the concern,
[0:24] or assume you already know what the
[0:25] customer needs.
[0:27] If the customer says they have an
[0:29] allergy, take it seriously straight
[0:31] away.
[0:32] The next step is to follow your
[0:33] workplace allergen procedure.
[0:36] This may mean checking an allergen
[0:38] matrix, recipe card, ingredient label,
[0:40] supplier information, menu system, or
[0:43] asking the responsible person on shift.
[0:46] You should only give an answer when it
[0:48] is based on accurate information.
[0:50] Do not rely on memory, appearance,
[0:52] taste, or past experience.
[0:55] Ingredients can change, suppliers can
[0:57] change, and recipes can be updated.
[1:00] For example, a customer may ask whether
[1:03] a sauce contains mustard.
[1:05] The sauce may not taste strongly of
[1:07] mustard, but mustard powder could be
[1:09] part of a spice blend or prepared
[1:10] ingredient.
[1:12] The safe answer comes from checking the
[1:14] current allergen information.
[1:16] If the food is made to order, you must
[1:18] also think about preparation.
[1:20] Even if mustard is not an ingredient,
[1:23] shared utensils, containers, or
[1:25] preparation areas may create cross
[1:27] contact risk.
[1:28] The key message is simple. Listen
[1:30] carefully, check properly, communicate
[1:33] clearly, and never give allergen
[1:34] information unless you know it is
[1:36] accurate.
[1:37] Welcome to lesson 4.2, using allergen
[1:40] matrices, menus, and recipe information.
[1:44] Allergen information should come from
[1:45] reliable sources.
[1:47] In many food businesses, this may
[1:49] include an allergen matrix, menu
[1:51] information, recipe cards, product
[1:54] labels, supplier specifications, or a
[1:56] digital allergen system.
[1:58] An allergen matrix is a chart that shows
[2:00] which dishes contain the 14 regulated
[2:02] allergens.
[2:04] It helps staff answer customer questions
[2:06] consistently.
[2:08] However, it is only useful if it is kept
[2:10] up-to-date and matches the food actually
[2:12] being served.
[2:14] Menus may also show allergen
[2:15] information, but staff must still know
[2:17] how to check details if a customer asks.
[2:21] A menu symbol may not show the full
[2:23] risk, especially if recipes, toppings,
[2:25] sauces, or preparation methods can
[2:27] change.
[2:29] Recipe information is important because
[2:31] allergens may be hidden inside
[2:32] ingredients.
[2:34] For example, a chicken dish may contain
[2:36] milk in the marinade, mustard in the
[2:38] sauce, celery in the stock, or gluten in
[2:40] the coating.
[2:42] Staff must also understand that allergen
[2:44] information is only accurate if the
[2:46] standard recipe is followed.
[2:48] If a chef changes an ingredient, adds a
[2:50] garnish, swaps a sauce, or uses a
[2:52] different product, the allergen
[2:54] information may no longer be correct.
[2:57] For example, if a cafe changes from one
[2:59] mayonnaise to another, the allergen
[3:01] status may change because one product
[3:03] may contain egg, mustard, or soya.
[3:06] As a level two food handler, use the
[3:08] allergen information system your
[3:10] workplace provides, but do not treat it
[3:12] as a guess sheet.
[3:14] If something has changed or seems
[3:15] unclear, report it.
[3:17] The key message is allergen matrices,
[3:20] menus, and recipes must be accurate,
[3:22] current, and followed properly.
[3:25] Welcome to lesson 4.3, checking labels,
[3:28] supplier information, and product
[3:30] changes.
[3:31] Ingredient labels and supplier
[3:33] information are essential for accurate
[3:34] allergen control.
[3:36] Many allergen mistakes happen when
[3:38] products are changed, but allergen
[3:40] records are not updated.
[3:42] When a business buys food from a
[3:44] supplier, the label, ingredients list,
[3:46] or product specification should be
[3:48] checked to identify any of the 14
[3:50] regulated allergens.
[3:52] This is especially important for sauces,
[3:54] spice mixes, stocks, marinades,
[3:57] desserts, breads, ready-made meals, and
[3:59] processed products.
[4:01] Product changes can happen without staff
[4:03] noticing.
[4:05] A supplier may replace an item with an
[4:07] alternative.
[4:08] A manufacturer may change a recipe.
[4:12] Packaging may look similar, but the
[4:13] ingredients may be different.
[4:16] For example, a cafe may normally use a
[4:18] bread roll that contains wheat only.
[4:21] If the supplier sends a different roll
[4:22] containing sesame or milk, the allergen
[4:25] information for burgers and sandwiches
[4:27] may need updating before the food is
[4:28] sold.
[4:30] Staff should also be careful with
[4:32] substitutions during busy service.
[4:35] If an ingredient runs out, do not
[4:36] replace it with another product unless
[4:38] allergen information has been checked.
[4:41] Labels should be read carefully.
[4:43] Allergens may appear in bold, capital
[4:46] letters, underlined text, or another
[4:47] emphasized format in ingredients lists.
[4:51] However, staff should still read the
[4:52] full information and follow the business
[4:54] procedure.
[4:56] If a label is missing, damaged, or
[4:58] unclear, report it.
[5:00] Do not use the product for allergen
[5:01] sensitive orders unless accurate
[5:03] information can be confirmed.
[5:06] The key message is ingredient changes
[5:08] can change allergen safety.
[5:10] Check labels, check supplier
[5:12] information, and report product changes
[5:14] immediately.
[5:15] Welcome to lesson 4.4, communicating
[5:18] between front of house and kitchen
[5:20] teams.
[5:21] Good allergen safety depends on clear
[5:23] communication between the customer,
[5:25] front of house staff, kitchen staff,
[5:28] packing staff, and delivery staff.
[5:30] When a customer mentions an allergy, the
[5:32] information must be passed on
[5:34] accurately.
[5:35] It should not be treated as a normal
[5:37] preference or casual request.
[5:40] A clear allergen process should be
[5:41] followed.
[5:43] Front of house staff should listen
[5:44] carefully, confirm the allergen, check
[5:46] information correctly, and communicate
[5:48] the request to the kitchen using the
[5:50] approved system.
[5:52] This might be through the till, order
[5:54] ticket, written note, verbal
[5:55] confirmation, or speaking directly to
[5:58] the person responsible.
[6:00] Kitchen staff must then prepare the food
[6:02] according to the allergen procedure.
[6:04] This may include using clean hands,
[6:06] clean equipment, clean surfaces,
[6:09] separate utensils, and checking
[6:10] ingredients again before preparation.
[6:13] For example, if a customer says they
[6:15] have a milk allergy, it is not enough to
[6:17] send a vague message saying "No dairy if
[6:19] possible."
[6:21] The kitchen needs clear information that
[6:23] the customer has a milk allergy and that
[6:24] cross-contact must be considered.
[6:27] Communication also matters when food is
[6:29] served or packed.
[6:31] The correct meal must go to the correct
[6:33] customer.
[6:34] In takeaway and delivery orders, allergy
[6:37] notes should not be lost between
[6:38] preparation, packaging, and handover.
[6:41] If there is any confusion, stop and
[6:43] check before serving the food.
[6:46] The key message is allergen information
[6:48] must travel clearly from the customer to
[6:50] the kitchen and back to the correct
[6:51] customer.
[6:53] Poor communication can be just as
[6:54] dangerous as a wrong ingredient.
[6:57] Welcome to lesson 4.5, what to do if you
[7:00] are unsure.
[7:01] If you are unsure about allergens, the
[7:03] safest action is to stop and check.
[7:06] Never guess, never assume, and never
[7:08] give an answer just to keep service
[7:10] moving.
[7:12] Uncertainty can happen for many reasons.
[7:15] The allergen matrix may not be updated.
[7:18] A product label may be missing.
[7:20] A supplier may have changed an
[7:22] ingredient.
[7:23] A chef may have changed the recipe.
[7:26] A customer may ask about cross-contact
[7:28] that staff are not sure can be
[7:29] controlled.
[7:31] When this happens, follow the business
[7:33] procedure.
[7:34] Check the label, recipe, allergen chart,
[7:37] supplier information, or ask the person
[7:39] responsible on shift.
[7:42] If accurate information cannot be
[7:43] confirmed, be honest with the customer.
[7:46] For example, if a customer asks whether
[7:48] a dessert is nut free and staff cannot
[7:51] confirm the ingredients or cross contact
[7:53] risk, they should not say it is safe.
[7:56] A better response is to explain that the
[7:58] business cannot confirm it is suitable.
[8:01] This may feel uncomfortable, but honesty
[8:03] is safer than false reassurance.
[8:06] If an allergen order has already started
[8:08] and you realize there may be a mistake,
[8:09] stop the food from being served.
[8:12] Report the issue and follow the
[8:13] procedure.
[8:15] The order may need to be remade safely
[8:17] or the customer may need to choose
[8:19] something else.
[8:21] As a level two food handler, your
[8:22] responsibility is not to know every
[8:24] answer from memory.
[8:26] Your responsibility is to use the
[8:28] correct process and protect the
[8:29] customer.
[8:31] The key message is simple. If you are
[8:33] unsure, stop, check, ask and be honest.
[8:37] Welcome to lesson 4.6, dangerous phrases
[8:40] staff must avoid.
[8:42] The words staff use can affect customer
[8:43] safety.
[8:45] Some phrases sound helpful, but they can
[8:47] give customers false confidence when the
[8:49] information has not been properly
[8:50] checked.
[8:52] Dangerous phrases include, I think it is
[8:54] fine, it should be okay, I do not think
[8:56] it has that in it, we have never had a
[8:58] problem before, it only has a little
[9:00] bit, you should be all right, or it is
[9:02] probably safe.
[9:04] These phrases are dangerous because they
[9:06] are based on assumption, not evidence.
[9:09] Staff should also avoid saying allergy
[9:11] free unless the business has a clear,
[9:13] controlled and verified system to
[9:15] support that claim.
[9:17] A food may not contain an allergen as an
[9:19] ingredient, but cross contact may still
[9:21] be possible through shared equipment,
[9:23] fryers, preparation areas, utensils, or
[9:26] storage.
[9:28] For example, chips may not contain
[9:29] gluten as an ingredient, but if they are
[9:31] cooked in a fryer also used for battered
[9:33] products, they may not be suitable for
[9:35] someone avoiding gluten because of
[9:37] celiac disease or allergy concerns.
[9:40] Safer phrases include, "Let me check
[9:42] that for you. I need to confirm with the
[9:44] kitchen. I will check our allergen
[9:46] information." or "We cannot confirm this
[9:48] is suitable because of cross-contact
[9:50] risk."
[9:51] These responses show the customer that
[9:53] you are taking the request seriously and
[9:55] not guessing.
[9:56] The key message is never reassure a
[9:58] customer unless the information has been
[10:00] checked.
[10:02] Use clear, honest wording and follow the
[10:04] allergen procedure every time.
