Pre-event checklist + Printouts

Every show needs the same handful of pre-flight checks. This is the runbook so nothing slips.

3 days before the show

The system fires reminder emails to ticket-holders automatically. Your job is to make sure the show data is clean enough for the venue to prep.

Verify the guest list

Admin → Shows → [open the show]. The Overview tab shows ticket count + check-in count.

Click into the Guests section to expand the per-ticket list. Each ticket needs:

• A name (so check-in works)
• Allergens / dietary preferences flagged where relevant
• Age bracket if alcohol service depends on it

If guest data is missing, customer support time. The kitchen builds prep around this list.

Confirm dietary + allergen data

The 3-day mark is when the kitchen orders ingredients. If a customer flagged a vegan or a serious allergy and that data isn't on the ticket, the kitchen can't help.

Check Bar Prep + Dietary breakdown on the show page. Use the Wix dietary backfill script if it's a Wix-imported show that's missing dietary fields (ask Matt to run it, he has the keys).

Confirm the bar prep count

Admin → Show → Overview tab → Bar Prep (blue panel). Shows cocktail vs mocktail vs unknown counts derived from:

1. Supertix per-ticket beverage selection at checkout (preferred when present)
2. Wix alcohol_count on the order metadata (fallback for Wix-imported orders)
3. Age bracket guess (last resort — anything adult_21 lands in unknown)

If the unknown bucket is large, that's a sign the data quality is rough. Reach out to customers individually to confirm.

Day of the show

Morning: print the venue packet

Admin → Printouts in the left nav. Pick the show. Generates four formats:

• Guest list — alphabetical, with seat assignment + dietary + allergen + party size. The check-in person uses this at the door.
• Kitchen sheet — meals to prep grouped by dietary type, with allergen notes called out.
• Bar prep — cocktail vs mocktail counts per table.
• Table breakdown — per-table dietary mix so the runner knows what to bring where.

Print on actual paper (B&W, no color cartridge — Matt's rule). If you print color it'll cost FnF money in cartridge replacements that aren't budgeted. Black-and-white only.

Afternoon: confirm with the venue

Send the venue a quick "we have N guests tonight, X allergens, Y bar count" message via whatever channel they use (Slack, WhatsApp, email). The venue uses this to staff up.

At the door: check-in

The check-in flow is in the admin (mobile-friendly). Each ticket has a QR code; scan it or look up the guest by name. Status flips from valid → checked_in.

If a customer shows up and they're not on the list:

1. Check by name spelling variants (Sarah / Sara, etc.)
2. Check their email against the customer list
3. If they have a credit code, ask them to redeem it on the spot at the storefront (have them book + pay $0 if the code covers it)
4. If genuinely missing, ask if they have a confirmation email — the order ID + show ID will let you find them

After the show

24 hours later

The system sends a post-event thank-you email automatically (with a survey link) to anyone who was checked in.

You can read survey responses at Admin → Customer Voice.

Reconcile the day

Check the Total transacted panel on the show detail page. If it doesn't match what the venue is expecting for their cut, dig into:

• Refunded orders (the panel calls these out separately)
• Comps + half-priced tickets (the price-tier breakdown shows you)
• Any operator-issued promo codes that landed on this show

For accounting questions: Admin → Accounting → Reconciliation.

Things to know

• Printouts are server-rendered live. What you see is what's in the database right now. If you print at 2pm and a ticket gets refunded at 5pm, your printout is stale. Reprint if there's been activity.
• The check-in flow doesn't void unchecked-in tickets after the show. They sit at status='valid' forever unless you cancel the show or void manually. Don't worry about it for show-by-show ops; matters only for analytics ("did everyone show up?").
• Day-of reminders fire at 9am UTC (which is 4-5am US Eastern, 1-2am US Pacific). The customer is probably asleep when it lands; they'll see it when they wake up. If you need a tighter window, let Matt know; the cron schedule is configurable.
• Pre-event reminders fire 3 days out, not 7 or 14. If you want a 7-day reach-out, you have to do it manually via the customer messaging composer.

When something goes wrong

• Printout shows wrong dietary data. Reload — the page is dynamic. If still wrong, the underlying ticket row needs to be edited from the show's Guests section.
• Guest list shows ticket count that doesn't match orders. Probably a refund happened mid-day; reprint. If still mismatched, flag to Matt — there's likely a stale tickets_sold count that needs reconciliation.
• Customer says they got the day-of reminder but the show is tomorrow, not today. Almost always means their ticket got moved (or they double-booked across two dates and only canceled one). Check their order history.
• Bar prep shows weird numbers (cocktails > tickets). Data quality issue — usually from the Wix migration. Has happened a couple of times. The number that matters is the total tickets; bar prep granularity is a nice-to-have, not load-bearing.