Communicating Guest Counts and Dietary Needs
Purpose
This SOP explains how guides should communicate guest counts, allergies, and dietary restrictions to restaurant partners.
Accurate communication helps restaurants prepare the correct number of tastings and reduces avoidable safety concerns.
Review Information Before the Tour
Before meeting the group, review:
- Total number of guests
- Children requiring tastings
- Guests not participating in alcohol service
- Reported allergies
- Dietary restrictions
- Approved substitutions
- Restaurant-specific instructions
Do not rely on memory when written information is available.
Confirm With Guests
At check-in, discreetly confirm disclosed restrictions.
Say:
“I have a dietary note for you regarding [restriction]. Is that still correct? Please remind me before each tasting so we can confirm the appropriate item.”
Do not ask guests to describe private medical information in front of the group.
Notify Each Restaurant
At every stop, give the restaurant a concise count.
For example:
“We have 12 guests today: nine regular tastings, two vegetarian tastings, and one tasting for a guest with a reported nut allergy.”
Use the restaurant’s preferred contact and follow the approved method for identifying modified plates.
Never Guess
Do not:
- Guess about ingredients
- Guarantee that an item is allergen-free
- Assume vegan and vegetarian mean the same thing
- Remove a visible ingredient and call the dish safe
- Promise protection from cross-contact
- Tell a guest that “a little should be fine”
If safety cannot be confirmed, tell the guest not to consume the item.
Last-Minute Changes
If a guest reports an undisclosed restriction during the tour:
- Thank the guest for telling you.
- Ask what must be avoided.
- Notify the restaurant privately.
- Determine what the restaurant can provide.
- Contact management if no suitable tasting is available.
- Do not promise an immediate substitution.
Documenting Issues
Report:
- Incorrect guest counts
- Newly reported restrictions
- Missing accommodations
- Restaurant concerns
- Guest decisions not to eat
- Any suspected reaction
- Management instructions
Performance Standard
A trained guide should:
- Communicate an accurate count at every stop
- Protect guest privacy
- Treat allergies seriously
- Avoid guarantees
- Confirm substitutions before service
- Escalate unresolved concerns