Addressing the Needs of Gluten-Sensitive Guests

Why Learn About Gluten? 2

Why guests want gluten-free foods 2
What is Gluten? 5
Gluten Free 6
Celiac Disease 7
Gluten Sensitivity 8
Sourcing Gluten Free Products 9
Storing Gluten Free Products 11
Cross-contact 11
Preparing Gluten Free Foods 14
Front of the House Procedures 16
Menu Labeling/Disclaimer 18
Best Practices 19
References 20

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Why Learn About Gluten?
Most hotel food and beverage operations globally have seen a substantial
increase in the demand for gluten-free foods. From food and beverages in our
restaurants, to event food and snacks sold in retail settings; Marriott
International’s food and beverage operators must be knowledgeable about the
gluten-free trend and prepared to responsibly deliver these products to our
valued guests.

“Diet restrictive” guests often make the decision where to dine for all family
members and loved ones and are known to go out of their way to eat in places
that can provide a variety of safe gluten-free food options. These guests remain
loyal to restaurants and help to spread the word about hotels that provide safe
gluten-free food. It is for these reasons regarding guest satisfaction that all hotel
and restaurant food managers, chefs, cooks, servers and food and beverage
stakeholders have knowledge of gluten-free foods and how to prepare and
serve these special meals. This module is designed to educate as well as
provide the tools needed to confidently source and serve gluten-free foods so
travelers worldwide will continue to have confidence in our ability to be on the
cutting edge of anticipating and reacting to the needs of all diet-restrictive
guests.

Why Guests Want Gluten-Free Foods

The gluten free trend comes at a time when there has never been more gluten
in the typical diet. Because gluten is used as an all-purpose stabilizer and
thickener, manufacturers add it to an astounding number of processed food
products. In addition, many processed vegan foods such as veggie burgers and
imitation meat, namely seitan, are specifically made from wheat gluten, which
gives these foods their rubbery, meat-like texture.

Those who limit their intake of gluten are also cutting out starchy, refined, empty-
calorie processed carbohydrate foods. So, it is no surprise why gluten free dieters
often claim to feel better and have more energy after rejecting gluten-
containing processed foods. Cutting out gluten from the diet also eliminates all
foods made with refined wheat flour, such as packaged breakfast cereals,
breads, bagels, English muffins, pretzels, white pasta, pizza crust, pastries, and
crackers.

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These items are notoriously low in nutrition and high in empty calorie starches.
So gluten per se may not be the enemy, but highly refined carbohydrates
certainly are.

A small minority of gluten-sensitive guests have an actual medical condition

where gluten must be eliminated from the diet at all costs. This condition is
called Celiac Disease and will be explained in greater detail later in this module.

So the question is why do so many of our guests think they need gluten-free
foods when only a small fraction of the population has Celiac Disease? It may
be that some people are sensitive to gluten but don’t have the disease. These
people may feel better on a diet with less gluten. This recently-defined condition
is called Non-celiac Gluten Sensitivity, but there have been recent studies that
have found no evidence that this condition exists.

There are still others with misconceptions about gluten and have no sensitivities.

Here are some additional reasons guests avoid gluten.

• Many diners are concerned about genetically modified grains.

• Humans may not fully digest wheat. The undigested portions of wheat
begin to ferment, producing gas.

• Wheat is a pro-inflammatory agent. A pro-inflammatory agent is rapidly

converted to sugar, causing a rise in the body’s insulin levels, causing a
burst of inflammation at the cellular level.

• Refined wheat has little nutritional value. Manufacturers have to enrich

refined wheat because they’ve taken out all the nutrients.

• Wheat is one of the top food allergens. Millions of people are allergic to
wheat — so many, in fact, that it has made it onto the top allergen list.

• Many celebrities have endorsed a gluten-free lifestyle

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Gluten myths

Going non-gluten will promote weight loss. The facts are Celiac patients who
eliminate gluten actually gain weight. Many gluten-free foods are higher in
calories and sugar to make up for the loss of texture and taste.

Gluten is harmful to your health. The facts are people who eat three servings of
whole grains a day are 30 percent less likely to develop type 2 diabetes. Many
foods that contain gluten – like whole grains – tend to be higher in fiber and
have a lot of vitamin B, zinc and iron.

Gluten causes cancer. There is no evidence that eating a diet including wheat,
rye and barley increase cancer risks. Long-term complications of untreated
celiac disease, however, can include intestinal cancers.

Modern wheat is higher in gluten. Claims made by diet books are leading
consumers to think that modern wheat has higher gluten content. Research
shows gluten levels in wheat have not increased. However, gluten levels in
processed foods have increased and continue to rise.

Wheat is genetically modified: Truth is that most corn and soy in the US and other
countries are genetically modified, but not commercially-grown wheat.

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What is gluten?
Gluten is a general name for the protein composite found in wheat (durum,
emmer, spelt, farina, farro, KAMUT® khorasan wheat and einkorn), rye, barley
and triticale. These proteins are:
• Gliadin
• Glutenin

Gluten helps foods maintain their shape, acting as a glue that holds food
together and creates structure. In bread, yeast ferments sugar and releases
carbon dioxide. The gluten inflates like a hot air balloon, giving breads and
cakes their delectable texture. Gluten can be found in many types of foods,
even ones that would not be expected like soy sauce, surimi, condiments, beer,
malt vinegar and bottled sauces.

The Big 4: Wheat, Barley, Rye and Triticale

Wheat is commonly found in:

• breads
• baked goods
• soups
• pasta
• cereals
• sauces
• salad dressings
• roux

Barley is commonly found in:

• malt
• food coloring
• soups
• malt vinegar
• beer

Rye is commonly found in:

• rye bread, such as pumpernickel

• rye beer
• cereals

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Triticale is a newer grain, specifically grown to have a similar quality as wheat,
while being tolerant to a variety of growing conditions like rye. It can potentially
be found in:

• breads
• pasta
• cereals

Oats: A Special Consideration

Oats in their pure, natural form do not contain the gluten protein. However,
cross-contact can occur in the fields and most mills that produce and store oats
also manufacture wheat, making the chances of cross-contact highly likely
If you plan to serve oats to gluten-free customers, you should:

1. Only use certified gluten-free oats.

2. Always call out oats on the menu and note that the oats used are certified.

Gluten Free
"Gluten-free" as defined by the Codex Alimentarius, a Geneva-based
international organization that is jointly run by the World Health Organization
(WHO) and the Food and Agriculture Organization (FAO) of the United Nations,
is defined as follows:

a) Consisting of or made only from ingredients which do not contain any

prolamins from wheat or all Triticum species such as spelt, kamut, or
durum, wheat, barley, or their crossbred varieties with a gluten level not
exceeding 20 parts per million (ppm).
b) Consisting of ingredients from wheat, rye, barley, spelt or their crossbred
varieties, which have been rendered “gluten-free”; with a gluten level not
exceeding 200ppm: or
c) Any mixture of the two ingredients as in a) and b) with a gluten level not
exceeding 200ppm

Even though the Codex Alimentarius guidelines now exist there is still not a
consensus between countries as to what the definition of "gluten-free" should
be, and which grains are safe for people with celiac disease. Additionally
different countries are now adopting their own gluten-free definition. Most are
adopting the less than 20 ppm standard per portion.

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Regions with “gluten-free” claim regulations:
• USA > 20 PPM (20 milligrams/kilogram)
• Canada - 10 PPM or less
• UK = or > 10 mg/kg One
• EU > 20 mg/kg percent of
the world’s
• Spain = 10 PPM
population
• China NA
has Celiac
• Australia/New Zealand – no detectable gluten
o Low Gluten claims 20 mg per 100 grams
• UAE - no detectable gluten
• Japan > 20 PPM

These items are 100% Gluten Free:

 Almonds, quinoa, amaranth, arrowroot, beans, rice, buckwheat, corn,
millet, peas, polenta, soybeans, tapioca, are all gluten free foods.
 Flours derived from nuts and seeds or beans are naturally gluten free.

Celiac Disease
For hundreds of years, doctors had known that some well-fed children still
appeared malnourished, and in the first century the condition was named for
the Greek word for abdomen, or “koelia.” No one knew what caused it until
World War II, when a Dutch pediatrician realized that a grain shortage
dramatically lowered the death rate among children with the disorder from 35
percent to zero.

Celiac disease is triggered by consumption of the gluten protein which is found

in wheat, barley, rye and triticale. When people with celiac disease eat foods
containing gluten, their immune system responds by damaging the finger-like villi
of the small intestine. When the villi become damaged, the body is unable to
absorb nutrients into the bloodstream, which can lead to malnourishment.
Malnutrition is a serious problem for anyone, but particularly for children
because they need adequate nutrition to develop properly.

Failure to thrive during childhood development is a common indicator of celiac.

Left untreated, people with celiac disease can develop further complications
such as other autoimmune diseases, osteoporosis and thyroid disease. It may
take days for symptoms to appear after inadvertently consuming gluten. This is
unlike a wheat allergic reaction which the victim would almost immediately
have symptoms.
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 Celiac Symptoms
Bloating or Gas Diarrhea Constipation Fatigue
Itchy Skin or Rash Tingling/Numbness Mouth Sores Joint Pain
Delayed Growth Poor Weight Gain Thin Bones Infertility
Headaches Depression Irritability Discolored Teeth

Villi

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Gluten Sensitivity
Medical experts largely agree that there is a condition related to gluten other
than celiac. In 2011 a panel of celiac experts convened in Oslo Norway and
settled on a medical term for this condition: non-celiac gluten sensitivity.
What these experts still do not know: how many people have gluten sensitivity,
what are the long-term effects, and how to reliably identify it.

People with gluten sensitivity can experience symptoms such as “foggy mind”,
depression, ADHD-like behavior, abdominal pain, bloating, diarrhea,
constipation, headaches, bone or joint pain, and chronic fatigue when they
have gluten in their diet, but other symptoms are also possible. While these are
common symptoms of celiac disease, these individuals do not test positive for
celiac disease or for a wheat allergy.

Since there is currently no blood test for gluten sensitivity, the only way to be
diagnosed is to undergo the screening and diagnostic tests required to confirm
celiac disease. A diagnosis of gluten sensitivity is confirmed when you are not
diagnosed with celiac disease or wheat allergy, and your symptoms diminish
after starting a gluten-free diet, followed by a return of symptoms when gluten is
reintroduced into your diet. There is no cure for gluten sensitivity, and the only
treatment is to follow a gluten-free diet.

Gluten sensitivity is a condition with symptoms similar to those of celiac

disease that improve when gluten is eliminated from the diet, but the villi of
the small intestines are normal. Gluten sensitivity does not lead to
malabsorption of nutrients.

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Sourcing Gluten Free Foods
Many hotels have created innovative solutions to increased customer inquiries
around Gluten. All of these strategies must begin with procuring gluten-free
prepackaged foods and ingredients. All properties should stock and maintain a
gluten-friendly pantry. All of these products should be gluten-free certified when
possible, pre-wrapped and labeled.

At a minimum, these products should be available:

Gluten free flours contain corn starch, arrowroot, tapioca, potato starch, milk
powder and thickeners like Xanthan and Guar Gum.

Gluten free pasta may include those made with corn, quinoa, rice or amaranth.

Soy Sauce may include wheat, but most Tamari does not.

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Storing Gluten Free Foods
 Always store gluten-free ingredients above gluten-
containing ones so that they are not subject to falling
crumbs.
 Keep gluten-containing flour in a completely different
area from gluten-free flours as the flour cloud from the
bag can come into contact with gluten-free ingredients.
 Keep breaded products away from gluten-free
ingredients and supplies, in a separate designated area.
 Keep gluten-free baked goods in sealed and labeled
containers, on the top shelf, to keep them safe from
falling crumbs and to minimize mistakes with products
that may look similar.
 Keep a separate area for gluten-containing flour, panko
and breadcrumbs in your pantry, refrigerator and freezer.
 Ensure that open condiments are stored appropriately
and clearly labeled.

Cross Contact
Gluten is a particle. It cannot be killed or disinfected. It can hide in cracks and
crevices and stick itself to a surface. Gluten must be excluded or removed.

Cross Contamination Versus Cross Contact.

Every chef knows about cross contamination through food safety training and it
typically refers to the presence of micro-organisms and bacteria that could
cause food borne illnesses. Cross contact on the other hand refers to allergen
proteins (gluten) that come into contact with gluten-free ingredients, utensils,
prep surfaces, etc.

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 Cross-Contact Cross-Contamination

Contact may not be seen (ex. Flour Contact may not be seen. Bacteria
particles in the air landing on surfaces, and micro-organisms are invisible to
causing gluten exposure). the naked eye.

Gluten particles cannot be disinfected; Bacteria can be reduced to a safe

they must be removed or excluded. level through proper sanitizing
procedures
Gluten particles are not alive and Pathogenic bacteria and viruses can
cannot be killed. Temperatures used be inactivated through proper cooking
for cooking will not render the gluten temperatures
protein inactive

All hotels must develop a plan for cooking gluten-free food that is free from
cross-contact, which can occur at all stages of food handling. This plan also has
to include separation and labeling of the gluten-free ingredients, utensils, and
equipment required to produce gluten-free dishes. Refer to the “Sourcing” and
“Storing” chapters in this module as well as the “Preparing and Serving” gluten-
free foods.

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When it comes to equipment, food preparation surfaces
and utensils, below are some considerations to keep in
mind when setting up a gluten free kitchen area Interesting fact:
workspace.
Although the
bacteria cultures
for blue cheese
 Surfaces: use separate surfaces, including color- are traditionally
coded cutting boards for gluten-free food items.
Identify the areas with a sig or label. grown on rye
grains, a recent
 Utensils: Use dedicated cooking utensils on gluten study by the
free items and do not use them on other foods. Canadian
Color-coded utensils are best practice. Be sure to
Celiac
always wash, rinse and sanitize spoons, ladles,
knives, etc. Association
revealed no
 Toasters: A separate toaster must be available for detectable
gluten-free bread products. Best practice is to toast
gluten was
bread under the broiler or in the oven using
parchment or aluminum foil. present in the
cheese after
 Deep Fat Fryers: Do not fry gluten-free items in the aging. Testing
same oil used to fry other breaded products that done at Marriott
contain gluten. Heat will not destroy gluten.
International test
 Grills and Flat Tops: If you do not have a dedicated kitchen also
grill/flat top that cooks only gluten-free ingredients revealed no
and dishes, use a clean pan. Some grill sprays may detectable
contain gluten.
gluten in
imported blue
cheese

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Preparing Gluten Free Food
Often, your gluten-free guest may refer to one of these conditions when
describing their needs like “gluten intolerant” or “gluten allergy.” While not
always correct from a medical standpoint, these terms are often used
interchangeably. Regardless of how your guest names their gluten-related
disorder, you should take the same precautions when preparing their meal.
BOILING Cross-contact can occur in water.
When preparing gluten-free pasta
or vegetables, use clean water
and a sterilized pot. You must also
use a gluten-free colander.
CONDIMENTS (including pre-wrapped) Any condiment, including butter
and mayonnaise should not be
used for both gluten-containing
and gluten-free products. A good
alternative for condiments is using
squeeze bottles or pumps.
SALAD TOSSING Salads should be tossed in
separate bowls with clean utensils
that have not touched gluten-
containing items, such as croutons
or salad dressing.
SERVING Caution should be used when
serving. The server should be
aware that his/her hands and
clothes may cause cross-contact
and that extra care should be
exercised when serving gluten-free
customers

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 When preparing gluten free foods, start with these simple precautions.

• Wash hands.
• Change apron.
• Change to a new set of gloves.
• Prepare gluten-free options on clean, dedicated cutting boards and
surfaces.
• Use clean separate/designated utensils, grill pan, toaster, fryer, sauté
pan, water.

Important:

If a mistake is made during preparation of a gluten-free dish, the entire dish must
be prepared again!

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Front of the House Procedures
Taking a reservation: Note on the reservation the gluten free request. When
speaking to the guest, let them know the chefs can prepare gluten free dishes
and the staff has completed training. Guests who arrive without a reservation
must be asked if they have any special dietary concerns.

Seating: Alert the server and the chef of the gluten free request. Do it discretely
as the guest does not always want others to know about their food limitations,
especially Celiacs. Seat the GF guest at a clean table and point out gluten-
sensitive menu items if they are available. Do not suggest any items unless they
have been confirmed to be gluten-free. Ask for assistance from a trained
manager if necessary.

Taking the order: Take the gluten-free order first and listen carefully.

Let the guest make their own inform choice regarding what they can eat. Write
everything down and flag the order to clearly indicate gluten free. Verbally
communicate with the kitchen and confirm the GF order with the chef
manager. This includes in room dining orders. Ask if regular bread should be
brought to the table. Have gluten free bread available as best practice. Have a
system in place to prevent cross-contact between gluten-free and regular
wheat bread.

Serving Gluten-free meals: After the meal is prepared, special consideration

needs to be taken as to the delivery of the item. Always serve gluten-free meals
separately from other meals to prevent cross-contact. This is to avoid the wrong
food being served, inappropriate garnishes being added, or other events that
can affect the meal. Best practices include using two plates (stacked) and
skewers that identify this food.

Once the appropriate garnishes are added, the food should be carried on a
clean tray, or hand-carried to the guest. The server should ensure that nothing is
inadvertently spilled or brushed against the special meal. The meal ticket has to
stay with the meal at all times, especially after preparation and during delivery.
Always compare the ticket to what is on the plate for a final check of the meal
before it is delivered. Follow up with the guest to make sure the diner is satisfied.

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If a dish was served mistakenly with gluten (e.g. croutons on a salad), use
common sense to solve the problem.
1. Apologize.
2. Leave food on the table (for a short tome) to ensure order is re-made.
3. Let the guest know a new dish is being prepared.
4. Let a trained manager know what occurred.

Best Practices for ensuring gluten-free meals are prepared and handled
properly

 Ensure gluten-free recipes are written and followed

 Keep a menu template in the service area identifying all gluten-free
dishes
 Keep copies of all gluten-free labels
 Identify gluten-free garnishes
 Be comfortable the gluten-free dish was made correctly or return it to the
kitchen

Operators need to take these precautions to ensure due diligence in protecting

the public health and to have documentation available in the event of a claim
of illness.

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Menu Labeling/Disclaimer
When developing menus that call out gluten-free items, a nutritional claim is
being made by your operation/restaurant. As you learned in the “Gluten Free”
chapter of this module, many countries have established a critical limit for
gluten content in food products. Menu verbiage like “gluten free”, “no gluten”,
“without gluten” must only be used when it is certain gluten was not introduced
in the production and preparation of these items. An example of this would be
combining individual pre-packaged and labeled gluten free ingredients without
cross-contact into a gluten-free dish. Food production using ingredients that are
not individually pre-packaged and labeled as gluten-free must not be
described on the menu as “Gluten-Free”. Alternate wording is more appropriate
and mitigates exposure to regulatory and legal scrutiny. The recommended
terms are: “Gluten Sensitive”, Gluten Friendly” and “Non Gluten”.

It is also recommended all printed menus have verbiage that address the
needs of those with dietary restrictions. As many menus currently have a
statement regarding food allergies, here are some suggestions that can
incorporate both.

• “Food allergy or dietary request? We will gladly adjust preparation (where

possible) to accommodate any request.”

• “Please alert your service staff to dietary concerns, we are happy

accommodate you.”

• “We are pleased to meet the dietary needs of our guest. Please discuss
with your server on how we may accommodate you”.

Also recommended is a disclaimer as part of this statement regarding gluten-

free meals. This statement is to be used in areas where gluten-free selections are
in high demand.

“Products containing gluten are prepared in our kitchens.”

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Best Practices
• Print a supplemental menu or menu card that identifies the gluten
sensitive items that are available. Provide to guest upon request.

• Limit or eliminate gluten in banquet meals to streamline production. This

might include not using roux to thicken sauces or using non-wheat based
desserts.

• Identify Gluten Free/friendly item(s) on Breakfast Buffet (Muffin, Pastries,

Breads) It continues to be a best practice to offer these items individually
wrapped.

• Utilize existing training tools available on MGS / Allergen Posters / Global

Food Safety (GFS)
Home» Operations» Food & Beverage» Food Safety» Training and
Certifications» Food Allergen Course

• For additional Gluten Free training, consider Celiac Awareness training at

[Link]/

• FARE-endorsed training on demand. See AllerTrain Lite at

[Link]/41974/allertrain-lite

• Ensure recipes entered into the Global Recipe Database utilize the critical
details to call out allergens.
Home» Operations» Food & Beverage» Culinary» Global Recipe Database

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1. [Link]
2. [Link]
3. [Link]
_legislation_en.htm
4. [Link]
5. [Link]
6. , Muir JG, Gibson PR. 2013 Aug;145(2):320-8.e1-3. doi:
10.1053/[Link].2013.04.051. Epub 2013 May 4.
7. Shepherd, S.J., Gibson, P.R., 2011, Food Intolerance Management Plan,
“No effects of gluten in patients with self-reported non-celiac gluten
sensitivity after dietary reduction of fermentable, poorly absorbed, short-
chain carbohydrates.” Biesiekierski JR1, Peters SL, Newnham ED, Rosella
OPenguin Group (Australia), 250 Camberwell Road, Camberwell, Victoria
3124.
8. Cash, B.D., Rubenstein, J.H., Young, P.E. et al. The prevalence of celiac
disease among patients with nonconstipated irritable bowel syndrome is
similar to controls. Gastroenterology. 2011; 141: 1187–189
9. Vinning, G. and McMahon, G. Gluten-free grains: a demand-and-supply
analysis of prospects for the Australian grains industry. Rural Industries
Research and Development Corporation, Australian Government,
Canberra, Australia; 2006
10. Ludvigsson, J.F., Leffler, D.A., Bai, J.C. et al. The Oslo definitions for coeliac
disease and related terms. Gut. 2012;62: 43–52

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