F & B
Nemacolin Woodlands Resort in Laurel Highlands , Pennsylvania .
“ We regularly conduct group training session for our front of the house for , say , vegan dishes ... so that our front of the house understand and are equipped to be able to clearly explain the menu to our guests ,” adds Shangri-La ’ s Movio .
Communication is key : “ the servers communicating the restrictions , and then providing this information to the chefs ,” says Hard Rock ’ s Becker , and “ the chefs clarifying details to the cooks and then providing details to the runners , and lastly , the runners communicating these restrictions back with the guests .”
Ongoing training is also important . “ We hold daily pre-shift meetings with staff so we can discuss specials and menu items we can offer guests who may have particular dietary restrictions or preferences ,” says Sani Hebaj , executive chef of Dabble restaurant at the Conrad
Hotel , New York . “ All servers and kitchen staff are made fully aware of the ingredients and possible modifications for each menu item so they can ensure that all guests ’ needs are met .”
Training is especially important when presenting new menu items , Vinson says . “ We specifically break down every item into recipe format , then highlight major allergens and dietary restricted components ,” she says . “ This allows the full team to be well prepared in ensuring they can confidently speak to each guest in regards to what is safe for them to enjoy from the menu .” Chefs also determine how substitutions will affect a dish ’ s texture or taste , so staff can answer inquiries . “ Chefs break down menu items and speak to which dietary restricted items can be omitted from the dish safely .”
While advance notice is ideal , especially for more intricately prepared desserts and harder-to-find special menu items , staff need to be trained to identify guests who are shyer about making their special needs known . “ If someone is spending 20 to 30 minutes looking at a menu and seems to be struggling , the server needs to ask them ,” Pogl says . “ Some people feel uncomfortable speaking up .”
But if the staff inquires after such guests , meets or exceeds their needs , then these guests often become regulars . “ People remember when their expectations are exceeded ,” he says .
Wallach says that it ’ s not just the hotel guests who have special needs . So do servers , bartenders and kitchen staff . “ We were actually making a jump for our staff before we changed our menu ,” he says . “ I ’ m vegan , we have people who do not eat pork , others who do vegetarian , and others who have medical issues . If your staff is happy and treated professionally , they will do the same for your guests .”
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