event staff handbook...guaranteed plot which they can select when booking using the online...

EVENT STAFF HANDBOOK

Event Staff Handbook –Bestival 2 of 17

Contents

Introduction from Bestival ................................................................................................... 3 Some History About Lulworth Castle ................................................................................. 3 Event Map – Campsites & Car Parks .................................................................................. 4 Event Map – Love-Bot Park, Colour Field & Cuckoo Clump ............................................ 6 Camping Areas ..................................................................................................................... 7 Campsite Hubs ..................................................................................................................... 7 Customer Entrances & Parking .......................................................................................... 8 Re-entry Rules ...................................................................................................................... 8 Box Offices ........................................................................................................................... 9 Event Facilities & Services .................................................................................................. 9 Personal Use Of Social Networking Sites At Bestival ...................................................... 9 Children’s Welfare .............................................................................................................. 10 Working Safely with Children Guidelines For Staff & Volunteers ................................. 10 Security at Bestival ............................................................................................................ 11 Suspicious Items or Persons ............................................................................................ 11 Travel to Bestival ................................................................................................................ 12 Crew Catering ..................................................................................................................... 13 Onsite Medical Services .................................................................................................... 13 Onsite Welfare Services .................................................................................................... 13 Event Restrictions & Prohibited items ............................................................................. 14 Sustainability and Recycling ............................................................................................. 15 Eco-Bond ............................................................................................................................ 15 Lost Property ...................................................................................................................... 15 Accessibility ....................................................................................................................... 16


Introduction from Bestival Hello and welcome to Bestival on our brand-new home! It’s our first ever time at the Lulworth Estate with this show and we are so excited for it to all get going. Whether you’ve been with us from the very beginning, or if this is your first time working at Bestival, we’d love to a say a MASSIVE thank you to all of you. We know how hard you all work and the hours you put in to help us make it all happen and we couldn’t do it without you. We want Bestival to be a wonderful place and we need all of you to help make it that way. Please be helpful and friendly to our customers and give a smile if you’re feeling like it – it makes a huge difference! Keep up the good work, be great to one another and stay safe. Rob da Bank Some History About Lulworth Castle Lulworth Castle, built in the early 17th Century as a hunting lodge, became a country house at the heart of a large estate. Thomas Howard, 3rd Lord Bindon, built the Castle in order to entertain hunting parties for the King and Court. The Howards owned it until 1641 when it was purchased by Humphrey Weld, the direct ancestor of the present owners. The exterior of the Castle changed little over the years but the interior evolved in line with changing fashions until it was gutted by a disastrous fire in 1929. Restoration work began on the ruin by the Department of the Environment and was followed through to completion in 1998 by English Heritage. The Castle and its Estate host many events throughout the year. This year both Camp Bestival and Bestival will be hosted here!


Event Map – Campsites & Car Parks


Event Map – Castle Field, The Lawn & Ambient Forest


Event Map – Love-Bot Park, Colour Field & Cuckoo Clump


Camping Areas Main Campsite The main campsites are located near to the Magic Meadow field. Guests just

need to turn up, pick their space and pitch their own tent. Camping in the main campsites is included free with weekend tickets. The main campsites are divided into colours and each campsite has it’s own unique identity. They are called - Rainbow Rave, White Noise, Emerald City, Back to Black and Golden Years (quite camping). There is also a family camping area located next to Emerald City.

Hospitality Bestival’s Hospitality Camping is the ultimate luxury festival experience. Camping Plus Camping Plus is the premium campsite. For an additional fee, guests get a

guaranteed plot which they can select when booking using the online theatre-style booking system, all the plots can be individually booked so they can ensure the whole of their party are camping side by side in adjacent plots. There is a dedicated car park and entrance, easy access to showers, loos and top notch cafes.

Backstage Backstage Camping is an exclusive backstage premium campsite, directly

behind the Main Stage, offering ticketholders prime, spacious camping ground in which to pitch their own tents or campervans. With access to facilities, including clean, flushing toilets, hot showers and a dedicated car park, Backstage Camping adds comfort and style to the festival experience.

Boutique Boutique Campsite (bookable in advance in addition to your festival ticket) is

where you will find the Tipis, Yurts, Squrts, Cloudhouses, Podpads, Bell Tents, Gypsy Bowtop Caravans.

Pitch Village Pitch Village offers affordable pre-pitched tents for customers with everything

you need for the weekend. Camplight Camplight is a unique pre-pitched campsite within Bestival general campsite.

All tents that re available for rent are 100% recycled from tents that have been abandoned as past UK events.

Campervans Campervan area, guests need to buy a separate campervan ticket in addition

to your festival ticket. Caravans & Trailer Tents are also welcome - a separate ticket is needed in addition to the festival ticket.

Campsite Hubs New for this year, our Campsite Hubs will be the centre of our campsites as a great place for festival-goers to relax and hang out with their friends. The main Hub (just next to Slow Motion, GRID REF II20 ) will be open for 24hrs. There will also be seconday Campsite hubs in Camping Plus and near White Noise camping (not open 24hrs).


Customer Entrances & Parking White Gate Entrance A – Guests arriving via Taxi, shuttle service, drop offs Hospitality, park in White Car park Backstage Camping, park in White Car park Green Gate Entrance B – Camping Plus, park in Green Car Park

Accessible Camping, park in accessible parking via Green Gate Boutique Camping, park in Green Car Park Pitch Village, park in Green Car Park

Yellow Gate Entrance C – Campervans & Caravans, park in their allocated plot

Entrance D – General Admission, park in Yellow Car Park Re-entry Rules This year there are new re-entry rules for guests, these are in position to respect our local neighbours.


Box Offices Located: Entrance A: Taxi, shuttle service, drop offs via White Gate Entrance C: Yellow entrance via Yellow Gate (GA guests only) Open:

Thursday 08:00 – 00:00 Friday 08:00 – 00:00 Saturday 09:00 – 21:00 Sunday 09:00 – 20:00

Event Facilities & Services ATMs (grid ref: GG30) ATM’s are available In the Cuckoo Clump; they accept credit and foreign cards. Please note the bars accept contactless payment (for transactions under £30) and accept Apple Pay. Drinking Water Drinking water is readily available throughout the site. For locations please refer to the event maps, they will also be signposted. Customer Meeting Point (grid ref FF25) The official customer meeting point is at the Welfare Tent located just as you walk into the campsites from Love-Bot Park. Customer Medication storage (grid ref FF25) Customers’ medication can be stored safely and refrigerated at the event Hospital. Located just as you walk into the campsites from Love-Bot Park. Merchandise (grid ref KK31) Merchandise is sold in the Castle Field. Seating and Shade There are seated areas located around the site – please ask a steward if you need direction. Personal Use Of Social Networking Sites At Bestival Your comments on social Media can have a negative impact. The following is vital:

• You should not disclose confidential information relating to your role or the event • Do not post images of accreditation / wristbands • Do not post images of the event entrances • Do not post images of back of house areas


• Think before you post images with any customers from the event in them (especially children)

Social media is monitored and your manager will be information of any inappropriate activity. Children’s Welfare All children AND their family members should have a wristband attached to them when they are at Bestival. This is to help us identify that a child belongs to the adult they are with. A parent/minder’s mobile number will also be written on the child’s wristband. Some wristbands are sent out in advance, but customers can collect from the entrance gates on arrival or from the Welfare Tent located just as you walk into the campsites from Love-Bot Park. The advice given to guests is:

• If they find they have been separated from their child, go to the Welfare Tent • If they find a child that is obviously lost, stay where you are and get someone else to alert

security or go to the Welfare Tent • They are advised DO NOT TRY AND TAKE THE CHILD ANYWHERE, someone will come to

you. Working Safely with Children Guidelines For Staff & Volunteers If you find a lost child

• Let Event Control know via the radio on Event Control channel 1 with a general physical description - do not state the child’s full name

• Wait with the child (AND a colleague) until the security team come to collect them from you. Chat to the child and reassure them that we will be able to find their parent/carer

• Do not be overly physical, they may want to hold your hand, which is generally OK, but do not sit them on your knee or hug them

• If the child tells you that something has happened to them make sure this is reported (via Event Control, who will ask the police to meet you). Write down what they told you asap using the child’s own words

If an adult reports they have lost a child • Ask for a general description (gender, age, hair colour, clothing) & report this to Event

Control on channel 1, along with where & when last seen • Ask the adult to go to the Welfare Tent (grid ref FF25) to make a full report

If you see a child being hurt or something doesn’t seem right • Speak to the adult & ask them to stop what they are doing • Report your concerns to the police via Event Control on channel 1 (again write down

the facts asap) • Don’t discuss these issues with people who don’t need to know the details or if you

don’t know who they are Remember

• Don’t do or say anything to a child that another person might think was ‘odd’ or unprofessional or where your actions may be mis-interpreted


Security at Bestival Welfare, lost property, the Hospital and the Police enquiry centre located just as you walk into the campsites from Love-Bot Park (grid ref FF25). Staff are advised to bring minimal valuables to the event and take special care with phones and purses or wallets. Please be aware that for security reasons, everyone attending Bestival will be subject to additional searches this year including staff. While we have increased the number of security personnel at all entrances to facilitate the searches, inevitably this may make the entrance slower than in previous years. Please be patient if there are queues and please cooperate with any security requests and searches. During the event your working area may be searched by security. This can include back of house areas, vehicles and working units. Please check the T&C’s of entry and prohibited items list to avoid slowing down the searches. We advise attaching luggage tags to your bags for easy identification if required. Incident In the case of an incident go to the assembly point as advised by your Manager. Fire Arms or Weapons Attack In the very unlikely event of a fire arms or weapons attack then you should follow the Police’s guidance of Run, Hide, Tell. In the case of a fire arms or weapons attack - please follow the below procedure:

• RUN: run to a place of safety

• HIDE: it is better to hide then confront

• TELL: tell the police by calling 999 Tips On Creating A Safe Environment

• Do not leave items lying around • If accreditation is lost or stolen report to your manager immediately • Be vigilant • Report anything you find out of place or specious activity • Do not post images of accreditation, entrances, BOH locations on social media

In the event of a fire, contact the nearest Steward or radio through to Event Control on Channel 1. Firefighting equipment is located near to all structures, however you should only attempt to tackle the fire if you are competent to do so and it is safe to do so. Suspicious Items or Persons


Suspicious Item If you find a suspicious item assess it…is it: H…Hidden from view? O...Obviously suspicious? T…Typical of its surroundings? If after applying the HOT principle, you feel it is still suspicious:

• Notify your supervisor, the nearest steward or Event Control on Channel 1, with your location & stage your precise local that you have a suspicious package and await instruction

Do not cause any unnecessary alarm and never state the word Bomb on the radio. Suspicious Person

• A person seen in an environment where he/she doesn't belong or "fit in" may seem suspicious. Examples might be non-appropriate attire, unable to hold meaningful conversation, or focus on a particular subject. A suspicious person is either one who is exhibiting suspicious behaviour, or who is in an area or doing something that is not normal.

• Other unusual behaviour may include nervousness, nervous glancing or other signs of mental discomfort/being ill-at-ease. This may include sweating or "tunnel vision.” Repeated entrances and exits from an area would be suspicious.

• Inappropriate, oversize loose-fitting clothes (e.g., a heavy overcoat on a warm day). • Asking questions that are not common about the location of something, security measures, or

availability of chemicals or other items. • Attempts to conceal the face by turning away when someone approaches. (e.g., rapidly turn

and pretend to be doing something) • ‘Hiding’ in shadows or behind objects in an apparent attempt to keep from being clearly seen. • Being evasive when asked a direct question, attempts to change the subject. • Giving too many details that are unrelated to the conversation (e.g., when asked about what

they are doing in a restricted area, they start talking about what they did when they got up in the morning, where they parked, everyone else they have visited or know, etc.)

If you see a suspicious person inside or outside the event then report them to the Event Control Room on Channel 1 or to the nearest Steward. Travel to Bestival Accreditation: Purple Gate (grid ref BF32) Crew Parking: Orange Gate (grid ref YY26) Crew Camping Within the arena (accessed externally via crew camping archway,

north of Orange Gate, grid ref MM21) The following groups of staff are camping in an area known as Pigeon

Clump. AP Security / Oxfam & My Cause – access via Green Gate. (Grid ref V33).

Address: Bestival,

Lulworth Castle East Lulworth Dorset, BH20 5QS


By Rail: Wareham or Wool railway station are the closest train stations Taxi providers will be at the train station By Car: Follow Bestival event signage as you approach the festival

Please do not follow your SAT NAV road diversions will be in place. UNDER NO CIRCUMSTANCES CAN ANYONE USE THE ROUTE THROUGH COOMBE KEYNES TO SITE. ANY CONTRACTOR OFFENDERS WILL NOT BE CONSIDERED FOR 2018 TENDERING. ANY STAFF MEMBERS WILL BE REPORTED TO THEIR MANAGER AND WON’T BE ABLE TO WORK AT BESTIVAL SHOWS AGAIN. SECURITY AND TRAFFIC TEAMS ARE LOGGING VEHICLE DETAILS. PLEASE DON’T LET US DOWN.

Crew Catering Location: Grid Ref: RR38 (in Production Village) Meal times strictly: Breakfast: 07:30 – 09:30 (meal tickets & sales)

Lunch: 12:30 to 14:30 (meal tickets) Dinner: 18:00 to 20:30 (meal tickets)

Onsite Medical Services There are two medical points onsite. The Hospital, which located just in the campsites when you walk in from Love-Bot Park (grid ref FF25). And a secondary First Aid location which is in the Castle Field (stage left). In the event of a medical incident, contact the nearest Steward or radio through to Event Control on Channel 1. Onsite Welfare Services The Welfare, which located just in the campsites when you walk in from Love-Bot Park has the following services: Lost property / information / lost or found children / re-direction / necessities and counseling (grid ref: FF25)


Event Restrictions & Prohibited items

PROHIBITED ITEMS

You are allowed to bring in a limited amount of alcohol for consumptionin the campsites only. The maximum you can bring in per person is1 crate of cans/

plastic bottles (24 max.) & 70cl of spirits OR 1 crate of cans/plastic bottles (24 max.)& up to 3 litres of wine in a plastic bottle or carton/bag/box. You will be asked to

leave excess quantities outside the event. You will NOT be allowed to re-enter thefestival site with alcohol once you’ve entered the festival site via the entrance gates.


Sustainability and Recycling Recycling in the Campsites is easy. Collect a GREEN and a BLACK bag from the Campsite Recycling Pens and keep them by your tent. When you clear up, make sure you separate your recycling just as you would at home and put the recycling in the green bag. Anything that can’t be recycled can go in the black bag. What Goes in the GREEN Recycling Bag?

• Plastic bottles (only bottles though, not any other plastics) • Tin cans • Drinks cans • Newspapers and magazines • Cardboard

Please don’t put anything else in as it slows us down when we sort through it. It’s all sorted before it leaves site to ensure high quality recycling. When the bag is full, tie it up and put it in the Campsite Recycling Pen, take a new bag to replace it. Everything else in the Black Bag. The black bags are for all the things we can’t recycle. When these are full tie them up and put them in the other section of the Campsite Recycling pen. Eco-Bond The Eco-Bond is being launched this year, and is a brand new green initiative to help Keep Bestival Tidy. All adults will now be subject to a refundable £10 litter surcharge. Ticketholders will be able to claim their £10 back when they present a clear sack of recycling and a refuse back full of litter to the EcoBond Exchange based in the campsite over the weekend (grid ref KK21). EcoBond will operate using a wristband system and only one £10 refund can be claimed per adult. Free refuse and recycling sacks will be given out at the entrances and within the campsites. Opening hours are:

• Saturday 10:00-15:00 • Sunday 09:00-15:00 • Monday 06:00-14:00

Lost Property Guidance on what to do with lost property below. For your information, there will be lost property mystery shoppers onsite. Build: All items to be taken to the Site Office

Live: Thursday 7th September to Sunday 10th September

Regular drops to Welfare throughout the day from all contractors as getting property back to owners quickly is essential Minimum of two drops at 9.30AM & 6PM each day


Grid reference: FF25 Lost property will be open to receive items from ! Thursday 7th: 12:00 – 10PM ! Friday 8th - Sunday 10th: 10AM – 10PM

Monday 11th September Lost property open to receive property from 8AM – 4PM

By 9AM all lost property outstanding from Sunday night to be taken to welfare Post 4PM - all lost property to be taken to the Site Office

De-rig: All items to be taken to the Site Office New For 2017 The only items kept after Monday 11th September 4PM will be mobile phones, passports and driving licenses. Anything else after this date will be donated to charity or securely disposed of if the item is of a sensitive nature. During the live event, guest should be directed to the Welfare Tent. Post event, guests are to be directed to [email protected] All enquiries must be by email. Items will be kept for 1 week after the event. On Tuesday 19th September, they will then be handed to the police. Accessibility Bestival is dedicated to working with Attitude is Everything in making our festival as accessible as possible to all customers. So we’d like to provide you with the following information and guidance so that you can help make the festival a great experience for everyone! Disability Awareness People to consider when thinking about potential customers with disabilities: • Wheelchair users • People with mobility impairments • Visually impaired people • Hard of hearing people • Deaf people • People with hidden impairments • People with learning disabilities • People with mental health issues How To Offer Assistance 1. STOP

• Use your judgement before offering assistance. • Avoid offering help simply because you identify someone as having a disability. • Don’t make assumptions – does a person have to look disabled to be disabled? • Some people may not hear instructions


1. WAIT • Most people will ask for it if they need it. • If you do offer help, wait until your offer of help is accepted before you start. Don’t be

offended if people say “no”. 2. LISTEN

• Listen to and be guided by the person. They know best how you can assist them. • Engage with person, not their assistant. • Allow people time to communicate – e.g. lip-reading, hearing/communication devices, etc. • Engage with the customer in the way they choose to communicate. • Be aware of body movements / eye contact. • Be creative if requested i.e. writing down info / using phone

General Communication Tips • Talk directly to customers – not only to the person with them. It can sometimes be humiliating to

be talked about, rather than directly to. • If a person has a learning difficulty, or communication impairment, there may be a time delay

whilst a personal assistant communicates with the person. Nevertheless, you should still direct your questions and responses to the person with a disability.

• If someone uses a communicator board or a screen (to make an electronic device speak words or sentences, or to physically point at words), then just wait for the person to complete the action, and look at the board/screen if needs be. It’s just a different way of having a conversation :)

• If a person has a vision impairment, they may not make eye contact, or make it in another way such as by turning their head to one side. Just please be aware of this.

THANKS IN ADVANCE FOR YOUR HARD WORK, HAVE A GREAT SHOW!

LOVE BESTIVAL!

event staff handbook...guaranteed plot which they can select when booking using the online...

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