Concierge SOP
Last updated January 2019
STANDARD OPERATING PROCEDURES – CONCIERGE DEPARTMENT
Department Overview Summary:
The Concierge Department is made up of three former departments, gate, greeters, and parking. The Concierge Department is responsible for checking in event attendees as they arrive, including assuring the attendee has a valid form of ID and has purchased a ticket to the event. Following the check-in process, the Concierge Department ensures the attendee is property welcomed to the event, and is educated on the 11 Principles of Burning Man culture. The Department will also handle any parking permits and car camping issues and requests. Attendees are allowed two hours to unload their vehicles before moving their vehicles to the designated parking area. Leads and volunteers staffing the department will ensure attendees park their vehicles in the designated areas.
Departmental Organization
Number of Department Leads and Co leads: 1 Lead, 3-4 Co-leads
Estimated # of Volunteers Needed:
Thursday
9am-11am 5 volunteers
11am-1pm 5 volunteers
1pm-3pm 5 volunteers
4pm-6pm 3 volunteers (1 is a back up shift)
5pm-7pm 3 volunteers (1 is a back up shift)
6pm-8pm same as above
7pm-9pm same as above
8pm-10pm 3 volunteers
Friday
Same as Thursday
Saturday
Same up until 6pm-8pm shift, which I will need 3 volunteers for.
Gate closes at 8pm, so no 7-9 shift or 8-10 shift.
Availability Needs
Arrival Time on Site
Lead and one co-lead need to be on site Wednesday so they are available to set up the department and open it at 9am on Thursday morning. Those volunteers scheduled from 9am to 1pm on Thursday should also be granted early entry.
Departure Time from Site
The lead and one co-lead should be responsible for breaking down the department following the closing of the gate at 8pm Saturday night. Once gate is closed and broken down, lead and co-leads are free to leave the site.
Supplies
Supplies Inventoried
Wrist bands
Windshield markers
Supplies Needed during Burn
Wrist bands
Windshield markers
Pens
Attendance book
Waivers
Fans
Lights
Chairs
Tables
Principles game
Parking permits and car camping passes
Bottled water
Staple guns and staples
Wooden structure for attaching ticket art
Golf cart
Three to four radios
Two popup canopies
Job Duties
Department Leads: Job Duties
Recruit co-leads and volunteers for department
Educate co-leads and volunteers on duties and responsibilities of department
Ensure needed supplies have been requested (wrist bands, etc)
Process all parking pass and car camping requests and email attendees informing them if their request has been approved or not
Print out two copies of the volunteer schedule to take with you on site
Have parking passes and car camping permits printed out to take with you on site
Encourage attendees to make ticket art
Email all registered volunteers the Concierge Manual and encourage them to review prior to the burn and again when they show up for their shift.
Ensure all early entry requests for the department have been processed and approved
Open and close the “gate”
Work 6-8 hour shifts during the burn along with coleads and volunteers
Fill in for any volunteer shifts not filled as well as any “no shows”
Ensure volunteers review the Concierge Manual at the beginning of the shift
Department Co-Leads: Job Duties
Recruit volunteers for department
Encourage attendees to make ticket art
Work 6-8 hour shifts during the burn along with coleads and volunteers
Fill in for any volunteer shifts not filled as well as any “no shows”
Ensure volunteers review the Concierge Manual at the beginning of the shift
Breakdown of Duties/ Responsibilities for said department
Duties before the Burn
Recruit co-leads and volunteers for department
Educate co-leads and volunteers on duties and responsibilities of department
Ensure needed supplies have been requested (wrist bands, etc)
Process all parking pass and car camping requests and email attendees informing them if their request has been approved or not
Print out two copies of the volunteer schedule to take with you on site
Have parking passes and car camping permits printed out to take with you on site
Encourage attendees to make ticket art
Email all registered volunteers the Concierge Manual and encourage them to review prior to the burn and again when they show up for their shift.
Ensure all early entry requests for the department have been processed and approved
Duties at Burn
Open and close the “gate”
Work 6-8 hour shifts during the burn along with lead/coleads and volunteers
Fill in for any volunteer shifts not filled as well as any “no shows”
Ensure volunteers review the Concierge Manual at the beginning of the shift
Check in event attendees as they arrive, including assuring the attendee has a valid form of ID, has purchased a ticket to the event, signs a waiver, and then provide attendee with appropriate colored wristband. Attendee’s name, theme camp if any, if the attendee is over 21, if they are attending with minors, waiver number, and wristband number should all be recorded.
If attendee has been granted a parking pass, provide attendee with sign to put in windshield.
For any attendee who has not been granted a parking pass, timestamp the windshield allowing two hours for the attendee to unload their vehicle and move it to the designated parking area.
Ensure attendees are property welcomed to the event, and are educated on the 11 Principles of Burning Man culture. This can be done with a simple Q&A about the principles or through the use of a principles game.
Make sure attendees are informed of potential dangers on site including areas to avoid, poisonous snakes, ticks, etc.
Make sure attendees are amply prepared for the event including food, water, bug spray, sunscreen, needed medications, etc.
Ensure attendees park their vehicles in the designated areas
Duties After Burn
Inventory Concierge supplies prior to putting them away in the designated bin. Keep waivers and attendance book to give to GWB board.
Lead should attend any post mortem meetings that are held either onsite on Sunday or at a later date. Co-leads are also welcome to attend.
Other Departments that you will work Closely With:
Infrastructure – set up and tear down of concierge department and assistance with structure for ticket art, and movement of structure to burn site after gate has closed.
Event coordinators – The lead and/or coleads will radio an EC if a question arises that cannot be answered by the lead or colead. Typical issues include an attendee without ID or unable to locate ticket number. EC’s also take over at 10pm in order to handle late arrivals. These would be attendees who arrive after 10pm and before 9am.