Intoxicated/Unruly Guest SOP

Procedure #: HB SOP 16

Function: Management Policies

Implementation Date: 052322

Policy: Hillman Beer strives to ensure the safety of all of its guests and team members.  In the event that a guest or team member is intoxicated or unruly, the following procedures allow for us to address the challenge in the safest manner possible. To mitigate risks associated with intoxicated individuals, we implement workplace injury prevention strategies to protect both our staff and guests. Our team is trained to recognize signs of overconsumption and respond appropriately, ensuring a safe and enjoyable environment for everyone. We also have protocols in place for safely escorting individuals who may pose a threat to themselves or others.

Procedure:  

1. The staff member (manager or hourly) must alert all other managers and shift leaders on duty to the potential issue.
2. The manager should approach the guest cautiously and respectfully, making sure not to “cause a scene” for the surrounding guests.  
   1. If the behavior doesn’t seem alcohol-fueled, the manager should not use accusatory language, but firmly alert the unruly guest that we are a family establishment and that their behavior isn’t acceptable in our space.  
   2. If the guest seems to be intoxicated, first alert all of the bartenders and beer runners that the guest should not be served another alcoholic beverage.  Then, the Manager or Shift Leader should respectfully let the guest know that we won’t be serving them any additional beers, but we are happy to serve them a soda or something non-alcoholic.   
3. If the guest does not comply with the initial request and becomes loud or unruly, then two managers and/or Shift Leaders should approach the guest together and alert them that we are asking them to leave – and if they aren’t going to comply, that we will call the police. 
4. If this behavior is repeated or regular, the manager will alert the Operations Manager, COO, and Ownership to approve that the guest is not allowed on premises moving forward.  If the guest tries to venture in, we will call the police.