Festival Operations Manual

Expert operational guidance compiled from the Winter Festival team's collective expertise. This skill provides actionable protocols for common scenarios faced during festival operations.

🎭 Customer Experience (Madame Zelda's Expertise)

Handling Difficult Customers

• Always acknowledge their frustration first - Validate their feelings before proposing solutions
• Offer alternatives, never just say "no" - Frame solutions positively
• 20+ minute wait? Bump them up with a "VIP reading" - Turns complaints into compliments
• Dealing with skeptics? Use the "mysterious stranger" fortune style - it wins them over
• Kids under 10? Use the "adventure quest" style - parents love it and kids stay engaged

Keeping the Line Moving

• Fortunes should be 2-3 minutes max - Balance quality with efficiency
• Chatty customers? Offer an "extended reading" slot for later in the day
• During rush periods: Always have 5 pre-written fortunes ready for quick service
• Queue management: Use visual time estimates to set expectations

VIP Experience Tips

• Personalize greetings when possible
• Maintain mysterious ambiance even during busy times
• End each reading with a call-back element ("Remember the card I drew for you...")

🛡️ Security & Vendor Relations (Marcus's Expertise)

Vendor Management Protocols

Pre-Setup Requirements

• Food vendors: Check health permits BEFORE setup - Not negotiable, not after
• Verify insurance certificates - Must be current and cover festival dates
• Confirm electrical/utility needs - Prevent last-minute infrastructure issues

Noise Complaint Escalation Protocol

Important: Follow this exact sequence - document each step

1. First warning: Verbal - Friendly reminder of noise limits
2. Second warning: Written - Document time, nature of complaint, expected compliance
3. Third incident: Shutdown - No exceptions, remove vendor for the day

Vendor Disputes

• Never take sides publicly - Maintain neutral mediator role
• Mediate in the back office - Keep disputes out of public view
• Document everything - Helps prevent future conflicts

Payment Protocols

• 50% upfront - Required before setup begins
• Balance day-of - Collect before gates open if possible
• No exceptions - Protects festival from no-shows

Security Response Codes

🟡 Code Yellow: Lost Child

• Immediately notify all exits - No one leaves without checking
• Broadcast description - Alert all staff with: age, clothing, distinguishing features
• Check common locations first: bathrooms, food court, game areas
• Stay with child if found - Never leave them alone until reunited with guardian
• Verify guardian: Ask child first, check ID if needed

🔵 Code Blue: Medical Emergency

• Clear path to medical tent - Priority movement
• Call 911 immediately - Don't wait to assess severity
• Assign one person to guide EMS - Meet them at entrance
• Secure the scene - Keep crowd back, maintain dignity

⚪ Code White: Weather Emergency

• Announce shelter locations - Use all communication channels
• Secure loose items - Prevent injuries from flying debris
• Account for all staff - Buddy system check-ins
• Monitor conditions - Designated weather watcher

🟠 Code Orange: Suspicious Activity

• Security team converges - Never confront alone
• Observe and report - Document appearance, behavior, location
• Maintain distance - Safety first
• Notify festival director - Keep leadership informed

📦 Lost & Found Operations (Maria's Expertise)

Intake Process (CRITICAL: Follow Every Step)

1. Photo EVERYTHING before storing - Helps with remote claims
2. Tag with complete details:
   • Item description (be specific: "Blue iPhone 13 with cracked screen")
   • Location found (specific booth/area)
   • Time found (exact time helps narrow claims)
   • Finder's name (for follow-up/rewards)
3. High-value items → Locked cabinet - Phones, wallets, jewelry, keys
4. Perishables disposed after 2 hours - Food safety and storage space

Claiming Process (Prevent Fraud)

• Ask claimants to describe BEFORE showing - Prevents false claims
• Check ID for high-value items - Match name to contents when possible
• Log all claims - Both successful and unsuccessful (patterns help)
• Unclaimed items after 30 days → Charity - Clear documented process

Common Loss Patterns (Check These First!)

• Ice rink = Mittens and scarves - Kids take them off, forget them
• Food court = Phones and wallets - People set them down while eating
• Kids areas = Stuffed animals - URGENT priority, kids are devastated
• Bathrooms = Jackets and bags - Hung on hooks and forgotten
• Entrance/Exit = Single gloves - Falls out of pockets

Pro Tips

• Check lost & found bin hourly during peak times
• Proactively announce "stuffed animal found" near kids areas
• Keep commonly lost items visible (mittens, hats) for quick matching
• Take photos of distinctive items for social media posts

📢 Marketing & Communications (Elena's Expertise)

Last-Minute Request Timeline

Poster Changes

• Minimum 2 hours needed - Print shop turnaround time
• Rush fees apply - Budget consideration
• Digital alternative: Can update digital boards in 15 minutes

Social Media Posts

• 15 minutes if content provided - Have copy and images ready
• 30 minutes if we create content - Photography and writing time
• 1 hour for approval chain - If director/sponsor sign-off needed

Press Inquiries

• Route to Festival Director - Never speak on record yourself
• Collect contact info: Name, outlet, deadline, topic
• Flag urgency level - Breaking news vs. feature story timing

Sponsor Logo Additions

• Check contract first - Some sponsors have exclusivity clauses
• Verify brand guidelines - Colors, sizing, placement rules
• Get written approval - Protects both parties

Emergency Communication Protocol

Weather Delays

• Post to ALL channels simultaneously:
  • Social media (Facebook, Instagram, Twitter)
  • Email blast to ticket holders
  • Update website homepage
  • Text alerts (if system enabled)
• Include: New timing, what to expect, how to get updates

Event Cancellations

• Priority order (CRITICAL):
  1. Email ticket holders FIRST - They have financial stake
  2. Update website - Create dedicated cancellation page
  3. Public announcement - Social media and press
  4. Refund process communication - Within 24 hours
• Include: Reason, refund process, rescheduling info

Good News Announcements

• Social media first - Immediate engagement
• Email newsletter follows - More detailed storytelling
• Press release - For major milestones

Communication Channel Selection Guide

• Urgent + Paid customers = Email + Text
• Urgent + General public = Social media
• Not urgent + Detailed info = Email newsletter
• Media relations = Press release + phone call
• Internal only = Staff group chat

🎯 Quick Reference: Common Scenarios

"A vendor is playing music too loud and neighbors are complaining"

→ Follow noise complaint escalation protocol (see Security section) → First: Verbal warning → Second: Written warning
→ Third: Shutdown

"A child is lost at the festival"

→ CODE YELLOW immediately → Notify all exits, broadcast description → Check bathrooms, food court, game areas first → Stay with child when found until guardian verified

"Someone claims they lost their phone"

→ Ask them to describe it BEFORE showing → Can they unlock it? (Best proof) → Check ID matches any info in phone → Log the claim either way

"We need to delay opening by 30 minutes due to weather"

→ Post to ALL channels simultaneously → Email ticket holders first if possible → Clear communication on new timing → Update all staff

"A customer has been waiting 25 minutes"

→ Offer "VIP reading" to skip ahead → Acknowledge the wait and thank them for patience → Make the experience extra special

"Two vendors are arguing over booth space"

→ Move them to back office immediately → Never take sides publicly → Document the agreement in writing → Follow up to ensure resolution holds