Festival Operations Ramsay

1. ACKNOWLEDGE - "I hear you. I understand. Let's FIX this!"

   • Don't be a muppet standing there saying nothing
   • Look them in the eyes
   • Show them you CARE

2. NEVER SAY NO - Say "Here's what I CAN do..."

   • "No" is for amateurs
   • There's ALWAYS an alternative
   • Be creative, for crying out loud!

3. THE VIP RECOVERY - Anyone waiting 20+ minutes?

   • Bump them up IMMEDIATELY
   • Call it a "VIP experience"
   • Turn a disaster into a DELIGHT
   • That's called SERVICE, you numpty!

4. DOCUMENT EVERYTHING

   • If you didn't write it down, it didn't happen
   • Learn from your mistakes
   • IMPROVE!

Customer Types & How to Handle Them

The Skeptic 🤨

"Oh, fortune telling is rubbish..."

Give them the "mysterious stranger" treatment - be specific, be intriguing, blow their tiny minds! They'll leave believers, I GUARANTEE it!

The Little Ones (Under 10) 👶

crying about something

Adventure quest style! Make it MAGICAL! Parents will be posting about it for WEEKS! This is how you build a reputation, yeah?

The Angry One 😤

"THIS IS UNACCEPTABLE!"

• Move them AWAY from the crowd (don't make a scene!)
• Lower YOUR voice (they'll match you)
• Fix. The. Problem.
• Simple as that!

Keeping Lines Moving

THE 2-3 MINUTE RULE: Every interaction, 2-3 minutes MAX during peak!

"But Gordon, they want to chat—"

THEN OFFER THEM A LATER SLOT! Don't hold up the ENTIRE LINE because someone wants to discuss their life story! This isn't therapy, it's a FESTIVAL!

Rush Period Prep:

• 5 pre-written responses READY TO GO
• No excuses
• Be PREPARED!

🔒 SECURITY & VENDORS: "RAW CHICKEN WILL SHUT YOU DOWN!"

The Emergency Codes

These aren't suggestions, they're GOSPEL! Memorize them or GO HOME!

🟡 CODE YELLOW - Lost Child

"SOMEONE'S CHILD IS MISSING AND YOU'RE STANDING THERE LIKE A LEMON?!"

1. ALL EXITS - Staff there in 30 SECONDS
2. BROADCAST - Description to EVERYONE (age, height, clothes, hair)
3. PARENT STAYS PUT - At last seen location
4. SEARCH - Expanding circles, CHECK THE LOO!
5. DO NOT announce the child's name over PA (safety, you muppet!)

🔵 CODE BLUE - Medical Emergency

"Call 911 FIRST! Don't stand there asking if they're okay - THEY'RE ON THE GROUND!"

1. CALL 911 - Don't wait, don't think, CALL!
2. CLEAR THE PATH - EMTs need to get through!
3. ONE PERSON STAYS - With the patient, ALWAYS
4. GET INFORMATION - Name, age, conditions, medications

Vendor Management

The Three Strikes Rule

"I don't give second chances in my kitchen, but festivals are different. THREE strikes!"

Strike 1: VERBAL WARNING 🗣️

• "Oi! Turn that music DOWN!"
• Log it. Date. Time. What happened.
• Be professional but FIRM

Strike 2: WRITTEN WARNING 📝

• They SIGN it
• "This is your LAST chance, sunshine!"
• One more and they're OUT

Strike 3: SHUTDOWN 🚫

• Pack your bags
• You're DONE
• No negotiation
• STANDARDS!

Food Vendors - THE HEALTH PERMITS

"You want to serve food WITHOUT a health permit?! Are you trying to KILL someone?!"

CHECK PERMITS BEFORE THEY UNPACK!

• Not after
• Not during
• BEFORE!
• No permit = No setup = No exceptions!

Temperature Logs:

• Every 2 hours
• No excuses
• Food poisoning will DESTROY your festival's reputation!

Payment Rules

"50% upfront or you don't set up. SIMPLE!"

• 50% deposit: NON-NEGOTIABLE
• Balance: Morning of event
• No payment = No setup
• "But I forgot my checkbook—" NOT MY PROBLEM!

📦 LOST & FOUND: "ORGANIZE IT OR IT'S CHAOS!"

The Intake Process

"If you can't run a lost and found properly, how can you run ANYTHING?!"

EVERY. SINGLE. ITEM:

1. PHOTO IT 📸

   • Before you do ANYTHING else
   • Good lighting
   • Multiple angles for valuable items

2. TAG IT 🏷️

   • Item description (BE SPECIFIC! "Blue scarf" is useless. "Navy blue wool scarf with white snowflake pattern" - THAT'S a description!)
   • Location found (Zone/booth number)
   • Time found
   • Finder's name

3. STORE IT PROPERLY

   • High-value (phones, wallets, jewelry) → LOCKED CABINET
   • Regular items → Numbered bins
   • Perishables → DISPOSE AFTER 2 HOURS (log it!)

The Matching Process

"You don't just HAND someone a wallet because they say it's theirs! Use your HEAD!"

1. ASK THEM TO DESCRIBE IT FIRST

   • Before showing ANYTHING
   • "What does it look like?"
   • If they can't describe it, it's NOT THEIRS

2. VERIFY OWNERSHIP

   • High-value: CHECK ID!
   • Phones: Ask them to unlock it
   • Unique items: Distinguishing features

3. LOG EVERYTHING

   • Successful claims
   • UNSUCCESSFUL claims (someone might try again!)
   • Get a signature

The Ramsay Location Guide

"Use your BRAIN! Items don't just vanish - they're WHERE PEOPLE PUT THEM DOWN!"

"A crying child looking for their teddy bear is a FIVE ALARM EMERGENCY! Move it!"

📢 COMMUNICATIONS: "GET THE MESSAGE OUT OR GET OUT!"

Response Times - NO EXCUSES!

Emergency Communications

"When disaster strikes, you communicate FAST and you communicate RIGHT!"

THE ORDER - MEMORIZE IT:

1. TICKET HOLDERS (email/SMS) - They PAID to be here!
2. ON-SITE VISITORS (PA system) - They're HERE!
3. SOCIAL MEDIA (all channels) - The world is watching!
4. WEBSITE (banner alert) - Update it!
5. PRESS (only if major) - Last, and ONLY through PR!

Message Templates

Weather Delay:

"Due to [weather], [event] is delayed until [time]. Indoor activities continue. Check [website] for updates. Stay safe, stay warm, we'll get through this TOGETHER!"

Cancellation:

"We regret that [event] is cancelled due to [reason]. Refunds available at [location]. We're gutted, but your safety comes FIRST!"

Good News:

"🎉 BRILLIANT NEWS! [Exciting thing] just happened! Get down here NOW! Limited time!"

Social Media Crisis Management

"One bad tweet can destroy YEARS of reputation. Handle it PROPERLY!"

• Respond within 30 MINUTES
• Take complaints OFFLINE ("Please DM us...")
• NEVER DELETE criticism (unless abusive)
• Update every 30 MINUTES during incidents

🚨 QUICK DECISION TREES: "STOP THINKING, START DOING!"

"A vendor is playing music too loud"

COMPLAINT RECEIVED
       ↓
First complaint? → VERBAL WARNING (log it!)
       ↓
Second complaint? → WRITTEN WARNING (they sign!)
       ↓
Third complaint? → SHUT. THEM. DOWN!

"Three strikes and you're OUT! This isn't complicated!"

"A child is lost"

CHILD REPORTED MISSING
       ↓
CODE YELLOW - IMMEDIATELY!
       ↓
Get description from parent
       ↓
Parent STAYS PUT
       ↓
Security searches expanding circles
       ↓
Check Lost & Found (kids go there!)
       ↓
Not found in 10 min? → Call police

"Every SECOND counts! MOVE!"

"Someone wants a refund"

REFUND REQUESTED
       ↓
Why? (Document it!)
       ↓
Weather/cancellation? → YES, automatic
       ↓
"Changed mind"? → Festival Director decides
       ↓
Quality issue? → Offer alternative FIRST
       ↓
Still want refund? → Process it, smile, move on

"Don't argue with customers over money. Fix it and MOVE ON!"

"Vendor hasn't paid balance"

BALANCE NOT PAID
       ↓
No payment = NO SETUP (no exceptions!)
       ↓
Offer credit card (3% fee)
       ↓
Still no? → Their spot goes to WAITLIST
       ↓
Document EVERYTHING

"You think I let suppliers deliver without payment? STANDARDS!"

💡 RAMSAY'S HARD-WON WISDOM

"These lessons were learned the HARD way. Don't be a muppet - LEARN from them!"

1. 🌙 FRIDAY NIGHT = CHAOS

   • Staff at 150%
   • Everyone wants to start their weekend
   • Be READY!

2. 🌧️ WEATHER CHANGES EVERYTHING

   • Indoor backup for EVERYTHING
   • No excuses when it rains

3. 🗣️ VENDORS GOSSIP

   • Treat them ALL equally
   • One unfair decision and they ALL know

4. 😱 PARENTS PANIC

   • Lost child = MOVE FAST
   • 10 seconds feels like 10 hours to them

5. 📱 SOCIAL MEDIA AMPLIFIES

   • One bad photo = DISASTER
   • One great moment = GOLD

6. 💵 CASH IS KING

   • ATMs WILL run out
   • Have a backup plan

7. 👻 VOLUNTEERS VANISH

   • Schedule 20% MORE than you need
   • They will ghost you

8. 🧒 KIDS DESTROY EVERYTHING

   • Valuable items UP HIGH
   • Fragile things SECURED

9. ⏰ CLOSING TIME ISN'T

   • Plan for 1 hour AFTER official close
   • People don't leave on time

10. 📝 DOCUMENTATION SAVES YOU

    • Log EVERYTHING
    • Photo EVERYTHING
    • If it's not documented, it didn't happen!

🏆 THE RAMSAY STANDARD

"At the end of the day, a festival should be STUNNING. Not okay. Not fine. STUNNING!"

Before you open those gates, ask yourself:

• Is EVERY vendor checked and ready?
• Does EVERY staff member know the emergency codes?
• Is the lost and found ORGANIZED?
• Are communications READY TO GO?
• Would I bring MY family here?

If you can't tick ALL of those boxes, you're not ready. And if you're not ready, DON'T OPEN!

🎯 SUCCESS METRICS

"You can't improve what you don't MEASURE!"

"Now get out there and run a festival that would make me PROUD! And if you mess it up... well, you know where the door is!"

— Chef Gordon Ramsay (if he ran festivals instead of kitchens)

This operations guide represents collective wisdom served with passion. When in doubt: SAFETY first, CUSTOMER second, EFFICIENCY third. Now GO!