b'To ensure an excellentFoegens team treats everything as a true allergy. Theyve FOGHORN FOCUS had guests say they have an allergy but later share that very guest experience, Singhfood with a spouse or fellow guest. However, her team feels its best to assume everything is a serious allergy to be as noted that the onboardingsafe as possible. process for staff is crucial.While a staff never wants to say no, Gezella conceded that sometimes they must inform a guest that theyre unable to Its an opportunity to safely accommodate a dietary restriction. Safety is a top concern, especially on a boat away from the dock. They explain company goals may suggest the person comes for a sightseeing cruise in-stead and may recommend a local restaurant that will more and to set expectations.likely be able to accommodate the customers dietary needs. AVINASH SINGH,Singhexplainedtherearethreelayersoffiltersatthe THE RITZ-CARLTON NAPLES Ritz-Carlton. First, theres the person taking the order making sure the information is put into the system cor-rectly. Second is the chef making sure the food is prepared asrequested.Finally,thereisthefoodrunnerwhois For such cases, she has a letter that shell fill in the gueststaking the meal to the table. Each person is informed of information and the date theyre coming to the arena toallergies and restrictions to be sure food is prepared safely. give them permission to bring their own food into theThe team will work with the guest and ask questions to venue for safety reasons. understand if its an allergy or dietary restriction, if cross contamination is ok, or if it is a life-threatening condition. At Naples Princess Cruises, communication begins withSingh noted that the more information the team has, the the front desk staff when a guest requests a menu modifi- better they can make a meal to satisfy the customer and cation at booking, explaining to the customer what theymeet their needs. can offer, and informing the galley staff of the restriction. The front desk has a spreadsheet of the menu noting which Its all about communication at the end of day ensuring items contain allergens, and if theyre unsure, they checknot only that the guest is communicating with us, but that with the chef. A management staff member may call thewerecommunicatingwithourentireteam,Ellissaid. guest ahead of the cruise so that both the customer and theWhen guests arrive at the hotel, theyre given a chef card to crew know what to expect. So, when they are prepping thefill out with as much detail as possible. This card is shared food, if somebody cant have salt or sodium or gluten, thatwith all 36 culinary managers on the property so that the they can have that planned ahead of time, because obvi- entire team is aware of any restrictions to work with the ously once the boat leaves, theres no way to get a differentguest and to prepare the kitchen as needed. product, Foegen explained. Communication is paramount not only for the sake of People want to enjoy the full experience, and there mustthe guest, but also to protect the operation. A meeting be alternatives not only for the entre, but for the appetiz- attendee from a PVA associate member insurance com-er and dessert as well, even if its simply fresh fruit. Foe- pany chimed in to say that a good way to limit liability gen noted that they try to have items on board for someis to add a disclaimer at the ticketing point of sale. If an accommodationsoncethevesselisunderwayincaseaonline ticketing system is used, he recommended includ-guests dietary restrictions are not known in advance. Oning a box guests must check to acknowledge they read every cruise, management goes to each table to greet guestsverbiage about details such as possible allergens or cross and to talk about the menu as an added layer of commu- contamination. There could still be cases that will result nication. All buffet dishes and menu items are labeled forin lawsuits, but implementing such forms of communica-known allergens or dietary restrictions as well. tion is helpful. FOGHORN 14'