Woodfordia Inc.

Front of House/Ticketing Internship

Ideal for those looking for an entry into ticketing and event management, you’ll work alongside the Front of House team through the Gates, Ticketing and Office Management. By shadowing the Front of House Manager and being actively involved in the planning, operations and packdown of the gates and ticketing of Australia’s largest folk festival, you’ll gain invaluable experience and understanding of large scale events management.

 

Skills Developed

  • Gate logistics

  • Ticketing procedures

  • Conflict resolution

  • Adaptability and creative problem solving

  • High volume compassionate customer service

  • Volunteer management & support in an area with over 230 volunteers

  • Rostering

  • Documentation of Systems and Procedures

  • Reporting

  • Other surprise skills, depending on the intern’s willingness, aptitude and enthusiasm

 

Training possibilities include:

  • Mental Health First Aid

  • Conflict Resolution Training

  • Responsible Service of Alcohol

  • Basic First Aid

  • Infusionsoft Customer Relationship Management (CRM) software

 

Experience Gained

  • Ticketing Administration – various facets

  • Shadowing Front of House Manager in planning meetings & setup

  • Assisting with gate logistics

  • Assisting with the management of a busy office and reception

  • Assisting to collate & communicate information

  • Assisting in the operations of online stores

  • Distribution & coordination of printed promotional materials

  • Recruitment of volunteers including checking references

  • Reporting on operations & issues

 

Essential Skills (these are skills we require of any interns in this area)

  • Experience with Microsoft Word, Excel and Gmail or similar.

  • Experience in customer service

  • Excellent computer literacy

  • Excellent written and oral communications skills

  • Excellent attention to detail

  • Ability to maintain a calm and friendly attitude in a busy environment

  • Strong desire to learn about event management

  • Valid open driver’s licence

  • Previous volunteer experience at festivals and events

 

Desirables (these are skills we would like in any interns in this area)

  • Some experience in a leadership role

  • Experience in office administration

  • Ability to keep track of a large number of people and details

  • Experience in Photoshop or Adobe InDesign

 

We work in a Mac-based office environment. It is preferable that the intern is able to do so as well, or is willing to learn (on their own time.) Being proficient in both Mac and PC is a plus.

 

Internship Timeline

2 & 3 October

Welcome and Orientation including

  • Bill’ Welcome, Uncle Noel Welcome

  • History of Woodfordia*

  • Time for getting to know one another – each intern asked to prepare a 3 – 5 min presentation about themselves to give to the group

  • Site tour

  • Safety induction

  • Organisation and its culture

  • Review of important dates*

  • Dinner at Festival Hall (1st evening)

*documents provided prior, interns expected to read through them before arriving on site

3 – 7 October

  • Ticketing training

  • Training in office equipment – scanner, various printers, photocopier, laminator and binding machine.

  • Communications – telephone and email protocols and procedures

  • FAQ development for reception team

  • Maintain a daily “dot point diary” of learnings & your experience, throughout the internship.

  • Time allocated for Mental Health First Aid study

8 – 12 October

  • VENUS (Woodfordia’s volunteer management software) training

  • Citizens’ Day and programme launch preparation

  • Communications – start drafting replies to emails

  • Time allocated for Mental Health First Aid study

13 October

Citizens’ Day, including MHFA course in the morning, venue prep in the afternoon; assist with the programme launch

15 – 19 October

  • Monitoring ticketing

  • Communications – create template emails for frequently answered questions

  • Assisting with the distribution of programs to outlets

  • Assisting with recruiting and placing volunteers for solutions department

22 October

Formal review of progress to date – go through ‘curriculum’ and skills proficiencies; provide feedback for improving

22 – 26 October

  • Handling patron enquiries, replying to emails

  • Preparation of signage for inside the gate

  • Preparation of information packs for Solutions team

29 October – 2 November

  • Assist in volunteer ticketing preparation – review associated emails, test system

  • Ongoing handling of patron enquiries

5 – 9 November

  • Assisting with ordering supplies & logistics for gate departments

  • Programme outlet and advertising review for next year

  • Time allocated for comparison study, manual writing

  • Ongoing handling of patron and external enquiries

12 – 16 November

  • Assisting with contractor & stall ticketing

  • Rostering for Solutions team

  • Ongoing handling of public enquiries

19 – 23 November

  • Ongoing handling of public enquiries

  • Supporting department heads with ticketing & logistical enquiries

23 November

Check in and review progress

25 – 29 November

  • RSA training

  • Ongoing handling of public enquiries

  • Documentation of Front of House Processes

3 – 7 December

  • Contact Programme Outlets to check on stock levels

  • Ongoing handling of public enquiries

  • Documentation of Front of House Processes

  • Supporting Volunteers

8 December

Build Launch Party and Organisers meeting

10 – 14 December

  • Collating and administering internal & stalls ticketing

  • Observe setup of gates & traffic management plan

  • Ongoing answering of emails and phone calls

  • Help to greet contractors & volunteers as they enter the office

16 – 20 December

  • Solutions preparation – assist in rostering, preparing training guide

  • Ongoing answering of emails and phone calls

  • Office activities – glimpse into all aspects of the festival as you assist all departments in printing, emailing, posting, and distribution of information.

  • The site kicks into high energy – this is where the real fun happens

22 December

Move out of Half Star Hilton

22 – 24 December

  • Prepare for volunteers’ training (ensure venue/tech/database is ready)

  • Assist Department Heads with last minute preparations

  • Placement of volunteers

  • Ongoing handling of public enquiries

  • Logistic preparations – signage, electrical, IT, and flooring will be finalised in this time.

24 December

  • Volunteer training and orientation

25 – 27 December

Assisting with gate operations

26 December

Attend Volunteer Welcome at Bills Bar

27 December – 1 Jan

  • Experience all facets of gate operations as Gates Support across various gate departments – 30 hours over the course of the festival.

  • Experience the festival

2 – 4 January

  • Wrap up report

  • Collate key points from your daily diaries and include in your wrap up report.

4 January

Internship finale including:

  • De-brief with Area Manager

  • Group presentation on what was the key learnings, highlights, challenges

  • Goodbye dinner and ceremony, presented with certificate of completion and letter of reference