1. Celiac Sprue Association Promoting a Gluten-Free You Together we are a growth oriented and patient centered charity with unlimited potential and opportunity. 2014

2. Putting “Patient Wellbeing First” Home for all with gluten-related disorders Wishing to improve quality of life Celiac Support Association Promoting a Gluten-Free You

3. CSA IS you Help your self Help your family And Build friendships Be connected - the research findings –

4. A network of and by the Gluten- Free Community 40 + years Making things happen Changing Lives Research based education and support

5. Restaurant Outreach Hospitality and Service

6. 6 What is important?

7. Atmosphere Foster Hospitality Foster Service Spotless front door and restrooms are assuring. General tidiness Subtle aspects build confidence in guest Money handling and food handling are separate Host or hostess are familiar with the menu and with various food concerns to greet the guest appropriately. It might be “Would you like to talk with the chef?” Drinking glass rim is far from the servers fingers.

8. Goals of the Meeting Meeting with manager – Hospitality, service and gluten-free suitable – Guest experience is comfortable and confident – Hazard Analysis Critical Control Points (HACCP) approach to plan and achieve a gluten-free experience – Assume gluten-free means – gluten-free Discuss current dining situation Address concerns of the manager. Summarize the mutual goals.

9. Menu Review of menu – focus on specialties of the house or region – focus on items that are naturally gluten-free – identify points for potential of cross contamination – item descriptions on the menu are clear to guest – allergens and special diets addressed on the menu Discuss potential added dessert items – like gelatins, fruits, rice or tapioca pudding.

10. Dining Area Buffet set-up can be challenging. Discuss, cross-contamination potential and discuss options – Where might gluten-foods drop, spill or crumble? – naturally gluten-free items are first? – bread items are the last item or in another area? – pasta items are grouped together? – items are marked with description including allergy and gluten-free status, especially soups? – oversight for serving spoon migration?

11. Host and Wait Staff Hospitality and Service Discuss current protocol when a guest says they have an allergy or is gluten-free. Staff takes the special diet information seriously. Type of staff training and ordering procedures will determine the level of communication and satisfaction of the guest. Discuss or role play. – Order coding, special menu, color coding, special plates, one special diet specialist in each shift, greets the guest and follows order through; when serving confirm, “the gluten-free halibut, for you.”

12. Table Service Wrapped flatware is stored in dining area. Napkins and silverware, plates and glassware have been protected from airborne flour, crumbs, etc. (Flatware; condiments; salt and pepper; wrapped packet?) Habits and protocol for the wait staff can eliminate cross- contamination. Hands washed after clearing a table. Menu paper, cross contact and cross-contamination, risk? Menus are removed before food is served? What goes on the plate for each order? Are rolls and crackers and croutons are in their own serving containers for the table. Are options offered, such as sunflower seeds, corn chips or popcorn?

13. Plating The special diet plating appears as pleasant to the eye as for the food arrangement of any guest. People dine with others. A group may not return if the special diet plates do not measure up. Will others say, “I will have what she is having?” Protocol to serve special diet plate first?

14. Take-Out Clam Shell Chinese Take-out Box Corrugated Box - Coated? Lined with??? Some guests want to package their doggy bag.

15. HACCP Hazard Analysis Critical Control Points

16. Kitchen HACCP Plan ahead. Draw the floor plan and mark delivery, storage, preparation, clean-up areas. Note how to reduce the places where gluten-free and gluten-containing foods might co-mingle. Think pasta cooking? Deep fat fryer areas? Toaster? Mixers? Grill and Griddle areas? The staff can identify potential hazards and solutions. Color coding is a very common solution. Pick a day such as Monday gluten-free specials. Determine using HACCP, the scheduling of preparation and preparation of menu items to assure gluten-free status. Rehearse the various gluten-free choices with eye on cross- contamination. Hepatitis B vaccination may not “take” in an undiagnosed person with celiac disease.

17. Kitchen Review Determine changes in kitchen equipment and preparation protocol and training to make mistakes impossible. Where does dedicated equipment make sense? Checking for food residue after cleaning, counters, dishwasher, etc. Review menu items and make adjustments. If the person with special diet is happy, they will likely return, with friends. Talk to your steady customers about what they would like to see on the menu.

18. Kitchen Ingredients for menu items. Assemble via computer or 3 ring notebook, the ingredient labels, letters and gluten-free assurances from suppliers. Using HACCP methods assess delivery and storage checklists and protocol to eliminate cross- contamination. Document. – Separate food items as much as necessary. If co-mingled on shelves, gluten-free is on the upper shelves. Color code, storage areas, gloves, preparation areas. – Wash hands, change apron, change gloves even when putting items into storage.

19. Documentation How will manager and staff assure a guest that the restaurant is able to satisfy their gluten-free requirements? Explain implemented protocols and attention to detail. Listen to the guests questions and provide thoughtful answers. Explain that guest satisfaction is important. Communicate.

20. When Oops Happens First we hope it doesn’t. Unlike a food manufacturer, restaurants don’t keep a sample of each guest’s meal. So recipes, protocol and notes, documentation, book of ingredient labels are important to solve the oops. Bring replacement food, before the “offending” dish is removed. – Example: a salad served with croutons

21. When Ooops Happens Be prepared. Be able to document details of when, what and how items were prepared, which staff were involved, etc. to isolate the problem. If it happens. Be business-like and specific in gathering information. Express concern. Assure the guest you will investigate and get back to them by a specific time. Report back to the guest, and note any changes that are being made.

22. Use the Ooops Review the protocol, ingredients and equipment and make adjustments where necessary. Do some spot gluten-swab testing of surfaces. Consider this a training opportunity for staff. Discuss potential solutions with CSA 877-272-4272 locally or home office. Follow-up with customer.

23. A network of and by the Gluten- Free Community 40 + years Making things happen Changing Lives Research based education and support