Bringing Consumer Confidence and Loyalty to

Your Establishment

Gluten-Free Restaurant Awareness Program®

A Program of the

Gluten Intolerance Group of North America®

www.GlutenFreeRestaurants.org GFRAP@gluten.net

P: 253-833-6655 F: 253-833-6675© All copy rights are property of GIG®. No part or image may be reproduced without permission.

Training ModuleFor Restaurant Staff

Gluten-Free Restaurant Awareness Program®

www.GlutenFreeRestaurants.org GFRAP@gluten.net

P: 253-833-6655 F: 253-833-6675© All copy rights are property of GIG®. No part or image may be reproduced without permission.

Background Information

• Topics covered– What is gluten intolerance– Who follows a gluten-free (GF) diet– What is gluten– Where is gluten found– How much is too much gluten– Why a gluten-free menu

Training Note: This section provides a good basic background of what you are dealing with, and who the customer is. Estimated training time 10-15 minutes. Who benefits from training: all staff.

Gluten-Free

• Who follows a gluten-free (GF) diet?– Celiac disease and gluten sensitivity – Wheat or gluten allergies – others

• What is gluten?• How much is too much?• Why a gluten-free menu?• My role in meeting our customer’s needs

Who follows a gluten-free diet? (GFD)

3 million people with celiac disease 6-9 million people with gluten sensitivity (est.)6 million people with allergies Countless others

- lifestyle choices, healthier, fad

What is gluten?

• Protein found in grains – but not all are dangerous

• Dangerous grains– Wheat, Spelt– Rye– Barley– Most oats

• Causes intestinal damage in celiac disease; irritation and discomfort in others

Where is gluten found?

• Bread and breaded products– Croutons– Garlic Wings

• Pasta, cereals, cakes, cookies and many desserts

• Thickened sauces and gravies• Seasonings• Cross-contamination

How much is too much?

• Minute amounts for gluten sensitivity and celiac disease– Crumbs and less!!

• Possibly even less for allergies

*The gluten-free menu is designed for persons with gluten sensitivity and celiac disease – not allergies.

*The final decision to eat a food item is always the responsibility of the customer (even if chosen from the GF menu).

Why a gluten-free menu?

• Increased Customer Satisfaction• Increased Customer Loyalty• Increased Diners (most don’t dine alone)• National customer following

– National awareness through the Gluten-Free Awareness Program (www.GlutenFreeRestaurants.org)

– International email lists, forums

CSR Training

• Topics covered– Role: meeting customer dining needs– Who follows a gluten-free (GF) diet– What is gluten– Where is gluten found– How much is too much gluten– Why a gluten-free menu

Training Note: This section provides training for CSRs on basics for working with the gluten-free customer. Estimated training time 10-15 minutes. Added time needed to include customized menu section. Who benefits from training: all front of house staff, servers, hostesses, etc.

Serving GF Customers

My role in meeting our customer’s needs

Part I – Servers, Hostesses, Front of House Personnel

My role in providing GF meals

• Be familiar with the items that are GF.– Know what the GF substitutions are (i.e.:

salad dressings, sauces, sides, etc.)

• When in doubt – call for a manager or shift runner to assist. –Don’t guess –Don’t fake it

CSR: The first impression starts here 1.Be sure your CSR knows that gluten-free

menus are available and how to quickly find them.

2.CSRs should have a basic understanding of gluten-free and the establishment’s commitment to serving these guests.

My role in providing GF meals

Wait Staff1. Use the GFRAP Server Card to assist in remembering

the major items that must be avoided / substituted, or develop one specific to your menu.

2. Some establishments choose to have a supervisor or manager involved anytime a GF meal is ordered.

3. Knowledge is everything. So often people don’t know where food comes, from or how it is prepared. Simple statements meant to be helpful quickly show how little a person really knows and can decrease customer confidence.

Example: I can give you white bread instead of wheat bread (bothbreads are made of wheat, but often the server may not understand that)

My role in providing GF meals

Server:1.Have a way to clearly identify those menu

items that are gluten-free.2.Provide a ‘cheat sheet’ identifying the

finished presentation for gluten-free meals.3.Once a pizza or salad is contaminated

with gluten, it must be re-made. Taking the offending garnish off is not good enough.

My role in providing GF meals

Common Mistakes by Staff

• Pulling gluten-containing items off a pizza or salad – There is a strong possibility that there is enough contamination to be a problem.

• Being insensitive to customer’s needs– Gives your restaurant a bad name in a national

community– Sensitivity and good service yields grateful patrons

and larger tips.• Inputting order incorrectly

– Follow guidelines given for placing GF orders

Gluten-Free Diners

• Are serious diners• Ask questions• Are appreciative of your efforts• Praise loudly their positive experiences

dining out

“For those with gluten sensitivity - It is all about food experiences”

The Gluten-Free Menu

Training Note: This section can be omitted or customized to the specific restaurant and menu.

Breadsticks

Garlic Jim’s garlic breadsticks and cheese breadsticks are NOT gluten-free.

Salads

Garlic Jim’s salads are gluten-free BUT croutons are NOT.

All of Garlic Jim’s salad dressings are gluten-free: Creamy Ranch & Chipotle Ranch.However, our Garlic Basil Sauce is NOT gluten-free.

Pizzas

• All our specialty pizzas (EXCEPT the Garlic Chicken) can be made gluten-free by using the GF crusts and avoiding cross-contamination.

• Six of Garlic Jim’s sauces are gluten-free:• Classic red, smokin’ sweet BBQ, basil

pesto, zesty chipotle pesto, creamy ranch and olive oil.

Pizzas (continued)

• All of Garlic Jim’s cheeses are gluten-free• All of Garlic Jim’s meats are gluten-free• All of Garlic Jim’s vegetables are gluten-

free.• All of Garlic Jim’s Gourmet Toppings, are

gluten-free.

Gourmet Extras

• Garlic Jim’s Hot wings and Garlic wings are NOT gluten-free.

• Garlic Jim’s BBQ wings and Ribs are gluten-free!

Beverages & Dessert

• All of Garlic Jim’s beverages are gluten-free.

• Garlic Jim’s Cinnamon Breadsticks are NOT gluten-free.

• Certain flavors of Haagen-Dazs ice cream are gluten-free.

Back of House Training

• Topics covered– Work Stations– Coolers– Reducing cross contamination

Training Note: This section provides training for back of house staff with basic background on handling and preparation of food to control contamination. Customize by adding specific information related to their menu. Estimated training time 10-15 minutes. Added time required for menu/recipe review. Who benefits from training: all kitchen staff.

Preparing Meals GF

My role in meeting our customer’s needs

The Make Line

Potential Cross Contamination from:

Double Dipping

Crumbs dropping to condiments.

Cooler

Storing gluten-containing items below GF items reduces contamination risks.

Ovens

•Pizza ovens are safe because of the high temperatures.

•Keep clean

•Pizza forks should NOT be used with gluten-free pizzas

•Make sure that GF pizzas are removed from the oven with the dedicated GF peel.•How will you know which pizzas are GF? (separate screens)

Salad Station

Organize station to reduce risk of contamination

Cut Table

GF Screens/Disks located in a separate location reduces contamination risk.

Tips for Reducing Cross-Contamination

• Use clean hands, pots, pans, and utensils.– Wash hands or change gloves before

handling GF foods

• Use clean cutting boards, work surfaces, and appliances

• Use fresh clean water for boiling, poaching and steaming

• Avoid using common preparation equipment and surfaces without appropriate dishwashing and cleaning

• Avoid using utensils that have come into contact with any foods containing gluten

• Store gluten-containing foods below GF foods

• Clearly and properly label all stored foods

• Avoid using condiments like mayonnaise that may be contaminated with breadcrumbs, or a common spreading utensil is used between GF and gluten-containing foods.

• In the event an error occurs - replace the entire pizza or salad. Just removing the gluten-containing food is not acceptable for these people once contamination has occurred.

Tips for Reducing Cross-Contamination

Gluten-Free Diners

• Are serious diners• Ask questions• Are appreciative of your efforts• Praise loudly their positive experiences

dining out

“For those with gluten sensitivity - It is all about food experiences”