My store is located in a big mall right downtown, and the seating area opens up to the rest of the mall, sorta making the seating free for anyone who wants to be there. We get mostly families and tourists, but also we get quite a few homeless folks who stay in a big park right across the street. While some of them have been escorted out by security for causing some issues, most of them have been nothing but nice. I have never had any issue with them, and have learned a lot of their names as they come in. Sometimes they buy some coffee or a sandwich, but usually just get water. I don’t mind them sitting in our area without buying anything, but my coworkers and other customers have had some issues with it.

In the beginning of our store opening (it’s new) there were only 2-3 that regularly came in. Now, we have groups of up to 10. They stay from open to close usually. No social distancing, rarely masks. The security guards are constantly combing our store, and customers get very upset sometimes. (Many of the folks have ankle monitors on). Also, our store is VERY understaffed, there are only 2 of us in the morning and 2 at close. I am there nearly EVERY day, and when my shift lead (who is also doubling as our manager right now) steps out to do managing duties or head to our office down the hall, I am often left alone. (I am a young female). Recently, a few of the folks have gotten a bit too friendly with me, but nothing to really cross any line.

I, again, am happy to have them come inside away from the heat and give them food and water. (We barely have enough sales to make a profit, hence why we are so understaffed, and we throw away a TON of food every day). However, they have been coming in bigger groups and it’s been causing issue with customers and security. The customers will make little side remarks and expect me to go along with them, which is very upsetting to me as I know they are wonderful people who are in a bad spot right now, and just need a place to sit down and have something to eat and someone to talk to. Since I am one of the primary baristas that work there, security and corporate talk to me about a lot of things concerning the store (we are a local franchise, that’s why I am in close contact w corporate). There have been talks of not letting them in if we see them, from security and from management. Do I step up and say anything?

tl;dr: My downtown store draws a large homeless crowd, and customers and security have taken quite an issue to it, but I don’t necessarily want to make them leave or force them to buy anything to be able to use our seating which is in a large, open mall.