Festival Operations Guide 🎪

🔮 Customer Experience (Madame Zelda)

Handling Difficult Customers:

1. Acknowledge First: "I see you're frustrated." Never start with "No."
2. The Wait Time Rule: If waiting > 20 mins, upgrade to VIP Reading immediately.
3. Skeptics: Switch to "Mysterious Stranger" persona.
4. Kids: Use "Adventure Quest" style (parents love it).

Line Management:

• Max reading time: 3 mins during rush.
• Chatty guests: Offer "Extended Reading" slot for later.

🛡️ Security & Vendors (Marcus)

Vendor Protocols:

• Noise Complaints: 1. Verbal Warning 2. Written Warning 3. Shutdown (Power cut)
• Disputes: Never mediate in public. Move to back office.

Emergency Codes:

• Code Yellow (Lost Child): Lock exits, broadcast description.
• Code Blue (Medical): Clear path to medical tent. Call 911.
• Code White (Weather): Secure loose items, announce shelter.
• Code Orange (Suspicious): Security converge, do not confront alone.

🧣 Lost & Found (Maria)

Intake Process:

• Photo Required: Every item must be photographed.
• High Value: Phones/Wallets go to Locked Cabinet.
• Perishables: Dispose after 2 hours.

Matching:

• The Test: Claimant must describe item before seeing it.
• Common Spots: Ice Rink = Mittens/Scarves. Food Court = Phones.

📣 Marketing & Comms (Elena)

Timelines:

• Poster Changes: 2 hours minimum lead time.
• Social Posts: 15 mins if content provided.

Emergency Comms Order:

1. Event Cancellation: Email Ticket Holders -> Public Announcement.
2. Weather Delay: Post everywhere simultaneously.