Many mistakes happen because staff misheard or assumed. Active listening means giving full attention to what the guest wants. Clarifying questions fill gaps, and a read-back, repeating the request aloud, catches errors before they reach the kitchen, bar or housekeeping.
Why it matters
A wrong order wastes food and money, and a missed allergy can seriously harm a guest. Confirming takes only seconds.
Key ideas
Full attention
Stop other tasks, look at the guest and let them finish before you respond.
Clarifying questions
Ask about details guests often skip: 'How would you like it cooked?' or 'Still or sparkling?'
Read-back
Repeat key points in order: 'Two coffees, one with oat milk, and a sandwich without butter.' The guest can correct you instantly.
Step by step
- 1
Focus fully on the guest.
- 2
Listen without interrupting.
- 3
Write the request down or enter it straight away.
- 4
Ask questions to fill any gaps.
- 5
Read it back and wait for confirmation.
- 6
Pass it on exactly, highlighting allergies.
Do
- Always ask how serious an allergy is.
- Write down numbers, times and names.
- Tell the guest what happens next and when.
Common mistakes
- Don't finish guests' sentences for them.
- Don't nod along if you did not hear; ask again.
- Don't reword a guest's allergy when passing it on.
The situation
A guest at table 4 says, 'I can't have nuts,' and orders the chicken salad.
What a professional does
You ask, 'Is that an allergy, and does it include nut oils?' The guest confirms a severe allergy. You check with the kitchen, then read back: 'One chicken salad, severe nut allergy, checked with the chef.' You follow your venue's allergy procedure.
Useful phrases
“Just to confirm, that's one latte with oat milk?”
“Is that an allergy or a preference?”
Pro tip
Whenever you think 'I'll remember that', write it down anyway.
Quick check
Why ask whether 'no dairy' is an allergy or a preference?
Think about it, then show the answer
The kitchen treats them differently. An allergy needs strict checks against cross-contamination; a preference just means leaving something out.