Allergen management is a critical trust issue across the hospitality industry. Our Head of Regulatory Affairs, Frankie Douglas, shared with The Staff Canteen why transparency, technology, and team training are key to keeping guests safe.

The food and the service always take centre stage in hospitality, but it’s trust that forms the foundation of everything, writes Frankie Douglas, head of regulatory affairs at Nutritics.

It is the absolutely vital ingredient when it comes to allergen management, which isn’t just a kitchen issue; it’s an industry-wide responsibility that must be handled with intense care.

Despite numerous venues that get it right each and every day, the figures reveal that at an industry-level, there is an opportunity to better address what remains a significant industry issue.

Compliance, risk and labelling

NHS England recorded a record high of nearly 13,400 food allergy-related hospital admissions between 2023 and 2024 – more than 35 people every day. Against this backdrop, an ever- evolving regulatory environment is seeking to drive standards and change. It means that hospitality kitchens and businesses are being required to do more and more.

Food is (clearly) considered unsafe if it contains an undeclared allergen. The latest guidance issued in March this year by the Food Standards Agency (FSA) for the out-of-home sector, encouraged establishments to include written information on the 14 allergens for their customers to have full access to. All whilst actively encouraging conversations between front-line servers and guests, and ultimately, helping to keep consumers safe.

These requirements are a response to growing consumer demand for transparency and safety, and a sense that – despite the potential severity of risk for guests, and potential dire consequences – there are still not enough venues getting allergen accountability right. Research from the FSA found that 30% of food businesses reported difficulties maintaining up-to-date allergen information, showing the potential for errors, and allergen-driven incidents.

Given that some allergic reactions pose a life-threatening risk, the figures graphically illustrate the work that many venues have ahead of them. Around 2.4 million people in the UK are officially diagnosed with a food allergy and research suggests that 63% of young consumers with allergies avoid dining out due to a lack of confidence in allergen management processes.

Therefore, at an industry level, ensuring the rules are properly implemented will help to inspire diner confidence, and drive positive reputational change. That’s why allergen management must represent more than checklists, it should be embedded in every part of the guest journey and be front-of-mind for teams. From the moment a guest browses a menu to the moment their plate arrives, the experience needs to inspire confidence, and that all hospitality kitchens and teams have their backs.

Building an effective safety net

In high-octane and complex hospitality environments, finding the right system to handle allergen management is clearly challenging. Technology can be a powerful tool when it comes to safeguarding guests. Menu platforms that monitor and automatically update allergen information in real-time can be time savers, but – without wanting to be dramatic – life savers, too. It can deliver a more transparent and consistent process, and build the confidence of teams and guests alike.

Working alongside many hospitality operators who manage these challenges brilliantly, we can see that for teams, robust and rolling training programmes are also a vital component of effective allergen management. When this is done well, front-of-house colleagues feel supported and empowered to be able to communicate clearly about allergens to guests.

Transparency is key

With the number of people being admitted to hospital doubling over the past decade, and some of those incidents stemming from out-of-home dining experiences, transparency on what is in dishes is vital.

The best operators we work with do a number of things well: they make it visible; share policies online; they highlight their commitment to safety. Verbal communication between staff and customers is also paramount, with the FSA further highlighting inconsistencies and increased risks when staff are not properly trained.

It’s encouraging to see progress when it comes to food allergy information transparency within the hospitality industry right now, and it’s essential that efforts continue to strengthen. Ultimately, allergen management shouldn’t be treated as a tick box exercise, but a massive priority that is embedded in every aspect of the hospitality guest journey, underpinned by menu development and constant staff training.

The way forward

When technology is paired with well-trained teams, it creates a safer, more trusted, and enjoyable environment for guests. By addressing key industry challenges, such as managing allergens, supply chain disruptions, regulatory compliance, and staff workload, digital tools can provide effective solutions.

This combination ensures allergen information is accurate, up-to-date, and communicated clearly to consumers, while streamlining operations, improving efficiency, and meeting the increasing demand for transparency and inclusivity. Aside from helping guests to feel safe, it is a vital driver of loyalty and repeat visits.