festu info packet

Est. 2015

Est. 2015

Gingerbread Shed is the epicenter of music festival technology. At our core, we are engineers of awesome experiences; our software is transforming the way that music festivals use technology to manage their events and interact with patrons. Festival University was engineered with the same mentality: to provide a once in a lifetime experience to exceptional people. It’s more than a part-time job; it’s an experience.

Students get a full-spectrum taste of our business, from working at The Shed’s headquarters in Tempe to hitting the road with us during the summer. While working in our call center, students are encouraged to “choose their own adventure” by selecting a “major” that leads them down a path that’s customized to their interests (i.e., Client Services, Engineering, Logistics, etc.).

We root for every student to succeed, but the program is specifically designed to reveal all-stars. By the end of the festival season, only the best of the best will become Shed Certified, securing a permanent invitation to work seasonally at our festivals. Those who go even further, proving that they embody The Shed’s core values and have what it takes to contribute to our business in a meaningful way, may even earn themselves a shot at graduating to full-time employment.

Are you #DownToFest?

Core ValuesOur Guiding Principles

We are looking for exceptional people who share our core values. These are individuals who:

1. are enthusiastically passionate.

❖ People who are passionate about life and have hobbies outside of work.

2. are driven to perfection.

❖ NOT perfectionists. Perfection is unattainable by definition. We are looking for people who strive to produce excellent work without

getting caught up in the unattainable desire for perfection.

3. have creatosity.

❖ Creativity + Intellectual Curiosity = Creatosity. People with creatosity take the initiative to learn about the things that interest them. This

is more than surface-level knowledge; creatosity requires you to dig deep and acquire an advanced level of understanding.

4. are genuine.

❖ We have a strict “no douchebags” policy.

Create Your Path

Program OverviewGen Ed RequirementsSHED 101

Ticket Purchase Support

SHED 102a Client Services

SHED 102b Fieldwork

Professor Professor Steven

Professor Stephanie

Dept. Ticket Purchase Support (“TPS”) Call Center

Duration Students are enrolled in SHED 101 for the entirety of their Fest U experience. It typically takes 3-6 months of working exclusively in the TPS call center before students are ready to enroll in the next course, SHED 102A. *FU students will be scheduled to work in the TPS call center at any given time based on The Shed’s needs.

Syllabus TPS Call Center Training:❖ Phone/Email etiquette ❖ Google Apps❖ Basecamp❖ PCI❖ Client knowledge base❖ Zendesk + five9❖ Spotlight❖ Elevate❖ Pulse

Professor Professor Taylor

Dept. Client Services (“CSD”)

Prereq SHED 101

Duration 4 Weeks*Students’ hours will be divided between TPS & CSD as needed.

Syllabus Week 1❖ Onboarding Clients

Week 2❖ Event Management

Week 3❖ Logistical Planning

Week 4❖ Deployment❖ On-site Execution

Professor On-site Lead

Dept. CSD On-site @ Festivals

Prereq SHED 101, SHED 102a

Duration Festival Season (March-October)*Students’ hours will be divided between TPS & CSD Fieldwork as needed.

Syllabus On-site festival experience. ❖ Students are required to apply the skills

they learned in SHED 102a to real life situations.

❖ Each student’s festival season itinerary is created by the Dean of Fest U and is contingent upon the student’s overall FU performance. Performance evaluations are based on the subjective observations and opinions of the SHED 101 and SHED 102a professors.

Professor Professor Perm

Dept. ENG: Elevate


PUL 201 Pulse

Program Overview, cont.Beyond CSD:

Upper Division Courses

Professor Professor Laz

Dept. LOG


For students majoring in something other than Client Services. Can be enrolled concurrently with 102b: Fieldwork.

LOG 201 Logistics

ELE 201 Elevate

Professor Professor Gravy

Dept. ENG: Pulse


Professor Professor Patrick

Dept. FIN: Finance


FIN 201 Finance

CertificationBecoming “Shedified”

Certification eligibility is based on the following:(1) Satisfactory completion of SHED 101, SHED 102A, and SHED 102B; (2) Faculty recommendations;(3) Evaluation of the student’s overall performance; and(4) The Student’s potential for growth.

Certification is defined as successful completion of Festival University’s general education courses (“gen eds”), at which point, a student will receive the official FU stamp of approval: Shed Certification. Whether a student receives certification is determined by the Dean of Festival University. The Dean’s decision is based on the following considerations: successful completion of all SHED-level gen ed courses; faculty recommendations; performance reviews from the student’s on-site fieldwork; and the student’s potential for growth at The Shed. If a student completes the gen ed courses but falls below The Shed’s performance standards, they will have essentially “flunked out” of FU and their employment at The Shed will be terminated.

Upon certification, Shedified students may choose to: (1) continue to work at The Shed part-time through Festival University with hours split between the call center and on-site festival support, (2) unenroll from the Festival University program but choose to remain on the list of eligible Shedified candidates for future on-site employment opportunities, or (3) apply to “graduate” to full-time employment at The Shed. See the next slide for details. *applicable only when/if an opportunity exists for full-time employment*

Sample Certification Evaluation

Name SHED 101 SHED 102a SHED 102b Faculty Recommendations Fieldwork Reviews

Susie Shed

Professor Steven

Professor Stephanie

Professor Mel

RunawayCountry ThunderCavendishBumbershootAIBF

Graduation Potential for full-time employment

Major SHED 101 SHED 102a SHED 102bSHED

CERTIFIED?LOG 201 ELE 201 PUL 201 FIN 201

CSD

LOG

ELE

PUL

FIN

Variables to be considered when determining graduation eligibility:(1) Satisfactory completion of all of the courses required by the student’s major;(2) Evaluation of the student’s overall performance;(3) Whether the student has received Shed Certification;(4) The amount of time the student has been enrolled in the program;(5) The student’s full-time availability (whether the student has graduated from college); and(6) Whether a full-time seat is available.

Graduation is defined as promotion to full-time employment at The Shed. Full-time employment is never guaranteed and eligibility will be determined on an individual basis. The Shed retains full discretion in determining who will graduate from the program and when they will graduate. Upon completion of the curriculum (determined by the student’s major - see chart below), and if a full-time position is available, eligible students may apply for the seat. Up until graduation, hours will be split between TPS, the department corresponding to their major, and on-site festival support, as needed, for the duration of their enrollment.

SHED 101Ticket Purchase Support

Faculty

❖ Professor Steven Kaskella, TPS Manager❖ Professor Stephanie Hernandez, TPS Assistant Manager

About TPS

Gingerbread Shed’s in-house call center (“TPS”) is an integral part of our business. TPS delivers superior customer service to festival goers around the world. As avid festival enthusiasts themselves, our TPS-ers strive to enhance every caller’s festival experience because they know firsthand how important that experience is to the consumer. Hey, if you’re dropping your hard earned cash to experience your favorite music in the great outdoors, wouldn’t you want to know that the people you turn to for assistance really “get it”? They do.

101 & Beyond

Every student will be enrolled in SHED 101 the entire time they are registered at Festival University. Meaning, a student’s work hours will be split between the TPS call center and whatever other course(s) they’re enrolled in. Students become eligible to enroll in other courses once they’ve mastered the TPS subject matter (outlined in the syllabus). A student’s readiness to progress to the next gen ed required course is determined by the SHED 101 professors and FU dean on an individual basis. It typically takes students 3 to 6 months to master the 101 curriculum.

Syllabus Course Objective

This course serves as an introduction to our business, our culture, and our ticketing software. Students must demonstrate an expert-level ability to navigate Elevate and Pulse before they are eligible for enrollment in the next course, SHED 102a. Essentially, the goal of TPS is to prepare students to succeed at the 102 level, where they will be required to utilize the customer service skills acquired in TPS to directly assist our clients (festivals).

Course Outline

New Student Orientation: Day 1

I. Introduction to The Shed + Team Building ExerciseII. Google Drive

III. LastpassIV. When I WorkV. Basecamp

VI. PCI ComplianceVII. Knowledge Base

VIII. Intro to Admin (Elevate)

New Student Orientation: Day 2

I. Admin in depthII. Zendesk + five9

III. PulseIV. Spotlight + Delivery FailuresV. Phone Etiquette

Daily Tasks

I. Helping customers purchase tickets to festivals or solving ticket related problemsII. Answering customer emails

FAQ

● Our call center is open M-F, 8am to 5pm● Festival University students are paid part-time employees; FU students earn $8.05/hr.● Students must reside in Arizona. Our office is in Tempe, AZ.● Summertime is peak festival season and all hands must be on deck. Therefore, vacation and other

time-off requests between April and September are unlikely to be approved.

SHED 102aClient Services

Faculty

❖ Professor Taylor Smith, Client Services Manager

About CSD

Our Client Services Department (“CSD”) has an internal motto: “We care even when you don’t.” It’s funny, but it actually speaks to a larger theme within the department: the dedication that our “road warriors” pour into assisting our clients. CSD-ers spend months on the road, traveling festival to festival, to ensure that our technology is flawlessly deployed and executed at every event. And when it’s not flawless? That’s when we shine. If you want a future in this department, you’ll need to be quick on your feet, have a “go with the flow” positive attitude, and a reassuring demeanor. It also helps if you’re good at ping pong.

Prerequisites

❖ SHED 101: Ticket Purchase Support (3-6 mo.)

FAQ

❖ SHED 102A is not a promotion. Pay rate is the same as SHED 101. ❖ Students will continue to be enrolled in SHED 101 at all times. While students are enrolled

in SHED 102A they will split hours between TPS and Client Services. For example, a student could be scheduled to do 2 hours of CSD coursework in the morning and 4 hours in TPS in the afternoon.

❖ Typically, a student will be scheduled in CSD two hours twice a week until they’ve completed the 102A course material. Once they’ve completed 102A, students are eligible to enroll in SHED 102B: Festival Fieldwork, where they will split hours between TPS and on-site festival support. See the next slide for details pertaining to SHED 102B.


This is part one of Festival University’s second gen ed requirement. SHED 102a is designed to build upon what students learned in SHED 101, diving further into the Elevate system and teaching students how to perform advanced level tasks within in the software. Students will also receive hands-on hardware training to prepare them for 102b, the fieldwork portion of this course. Upon completion of the 102a curriculum, students are expected to be ready to hit the road to show off what they’ve learned at our live events.

Course Outline

Week 1: Onboarding Clients

Client onboarding involves several important activities such as evaluating new clients, setting up Event(s), ensuring consistent communication, and establish clear timelines.

Week 2: Event Management

Event Management is the application of project management to the creation and development of large scale events such as festivals. It involves understanding the event, identifying the target audience, gathering essential event information , planning the logistics and coordinating the

technical aspects before actually launching the event.

Week 3: Logistics

Logistics is defined as a business planning framework for the management of material, service, information and capital flows needed to execute a successful event.

Week 4: Onsite Execution

This final course runs through the gear and onsite training that is needed to execute a successful event.

SHED 102bFestival Fieldwork

Faculty

❖ On-site CSD Lead

About Fieldwork

Fieldwork is all about providing support to our CSD team out on the road. Festivals are massive live events and our CSD managers can’t be in fifty places at once - that’s where FU students come in. Students will be sent to festivals to provide supplemental staff reinforcement, acting as additional subject matter experts in our technologies, so that our CSD Leads are able to do their jobs more effectively. On-site duties are unpredictable and can range from supervising will call booths to stepping in to scan tickets when an event is understaffed. It’s hard work “in the trenches” but it’s a great opportunity to see our products in action… and sometimes it can even be a little bit of fun, too.

Prerequisites

❖ SHED 101: Ticket Purchase Support (3-6 mo.)❖ SHED 102a: Client Services (1 mo.)❖ Students who are not majoring in Client Services may dual enroll in upper division classes pertaining to

their major at this time (i.e., LOG, ENG, etc.).❖ CSD majors are eligible to be considered for Shed certification after completing this course.

FAQ

❖ Travel is paid for and arranged by The Shed. ❖ Each festival is usually a full week commitment. We usually arrive on-site the Tuesday before the

event and return home the following Monday.❖ FU students will never be sent to a festival alone; there will always be a full-time Shed employee

supervising the event. ❖ The festival provides our accommodations; either on-site in an RV or at a nearby hotel.❖ When on-site catering is not available, students are allowed a $30 per diem. Alcohol cannot be

expensed.


Fieldwork is the travel component of the Festival University program. It’s intended to provide students with an opportunity to gain practical experience at live events.

Festival Season Itinerary

FESTIVAL 1[location]

CSD Professor: [name]On-site date: [date]Shed Technology: [Elevate or Pulse]





Rules of the Road

● Taking photos of credentials and/or posting photos of credentials to any social media platform is strictly prohibited. Never take photos of wristbands, all-access passes, lanyards, any other type of credential, or restricted access areas of the festival venue including but not limited to backstage, catering, and staging areas.

● A person under the age of 21 is never allowed to consume ANY amount of alcohol, under ANY circumstance.

● Fieldwork is WORK, not play. Students are expected to go to festivals with a work mentality.● If at any time it becomes apparent that a student is there for the wrong reasons, is not following

instructions, is being disrespectful to ANYONE, or is misbehaving in some way, they will be sent home immediately and their employment at The Shed will be terminated - in every capacity.

festu info packet

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