How to Handle a Catering Delivery (for Drivers)

Catering runs are Special Handling deliveries. They're bigger, heavier, and usually for an event that starts on time whether you're there or not. You need specialty approval to see them, and you can always decline one.

The rules that matter most

1. Don't stack anything unless the restaurant says it's OK. Some items stack fine. Heavy pans and foil trays usually don't, because the lids cave in and crush the food. If they say yes, stack it the way they show you.
2. Keep everything flat and level. Floor or trunk only, never on a seat.
3. Photo at pickup, photo at dropoff. If there's ever a claim, these photos protect you.
4. Make extra trips instead of stacking. If it's a long walk from your car to the door, two trips beats a crushed tray.
5. Something spilled or got crushed? Call dispatch before you hand it over.

Before you head to pickup

• Read the whole order: the size, the dropoff notes, and any handling instructions from the store.
• Make sure it'll fit in your vehicle. If you're not sure, flag it to dispatch before you get to the counter.
• Bring:
• • 2+ extra-large insulated catering bags
  • A dolly or hand cart
  • Non-slip matting for your cargo area
• Plan to arrive 10–15 minutes early. The food has to be set out before guests show up.
• Dress professionally: long pants in a solid, neutral color, a polo or button-up shirt, and closed-toe shoes. No shorts, t-shirts, or flip-flops.

At pickup

• Give your name and the order you're picking up. Kitchens are usually slammed, so keep it quick.
• Count every item against the receipt or catering sheet. Ask staff to confirm it's all there before you load.
• Check that lids are on, everything is sealed, and drinks are upright.
• Ask: "Can any of this stack?" If they say no or aren't sure, keep it all flat.
• Take a photo of the full order before you load it.
• If it isn't labeled already, label bags by course (apps, entrées, desserts). It makes setup faster.

Driving

• Ease into turns and stops. Catering loads are top-heavy.
• Hot food goes in insulated bags. On long drives, use your climate control.
• Running late? Text dispatch as soon as you know, so they can let the customer know.

At dropoff

• Let the contact know you're there and ask where they want the food.
• Carry it in flat, even if that means extra trips. Use your cart for long hallways or elevators.
• Do a light setup:
• • Take everything out of the bags
  • Set it on the table where they point you
  • Take off lids and wrap if they want
  • Lay out any utensils, plates, and napkins that came with the order
• Lighting sternos, building chafing dishes, and arranging a full buffet aren't part of the delivery. It's fine to say so politely.
• Ask "does this all look right?" before you leave.
• Take a photo of the setup.
• No-contact dropoff: photo, upload it in the app, and send a short message saying where you left it.

If something goes wrong

• Damage or a spill: call dispatch before you hand it over. Don't try to fix it, and don't deliver it without saying anything.
• Missing item or access problem: report it in the app or to dispatch right away.
• Nobody's there: follow the dropoff notes. If they don't cover it, contact dispatch. Never leave food unattended without an OK.
• Asked to take empty bags or packaging: take them.

Common questions

What usually stacks OK?
Sealed boxed lunches, cases of drinks, and rigid boxes made to stack. Open pans, foil trays, and anything with a soft lid usually don't. When in doubt, ask the restaurant.

The order won't fit in my vehicle. What do I do?
Flag it in the app before you load. Dispatch can send a bigger vehicle or a second driver. Don't make two drives from the restaurant unless dispatch says so. (Two walks from your car to the door are always fine.)

What does setup include?
Unbagging, setting things out neatly, and laying out what came with the order. Sternos, chafing dishes, and full buffet arrangement aren't included.

Do I have to accept catering runs?
No. Declining one doesn't change what you're offered later.

Updated on: 10/02/2026