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.