Delegate Services Coordinator

JOB DESCRIPTION

The Delegate Services Coordinator provides support on guest registration and guest services (travel and accommodation) for Hot Docs Festival. Reporting to the Delegate Services Manager, this position will work directly with selected film teams, industry guests and stakeholders to provide an exceptional guest experience. This Delegate Services coordinator collaborates with the programming, industry and other Festival teams to provide support for all guests and to improve the overall Festival experience. Additionally, this role will support the administrative and customer service functions of pass registration.

Please note: 2 positions are available.

KEY RESPONSIBILITIES

Registration:

• Maintain registration forms and update where necessary;
• Maintain HotDocs’ CRM, Salesforce, as the primary point of registration and additional public-facing portals and points of communication;
• Ensure registration processing for all paying and invited Festival delegates;
• Track registration revenue weekly;
• Answer registration related queries;
• Manage in-person help desk during the Festival;
• Process refunds;
• Process and troubleshoot industry registration requests;
• Provide visa invitation letters to guests where necessary;
• Manage ticketing requests for film guests;
• Manage accessibility requests for venues.

Guest travel & accommodation:

• Research travel options for guests;
• Establish communication with assigned films and stakeholders once invited and coordinate hospitality offerings;
• Support the Delegate Services Manager in overseeing Hot Docs’ work with travel agency Corporate Traveller, including advising on budget forecasting, providing feedback on travel forms and policies, and troubleshooting emergency accommodation needs;
• Work with a Corporate Traveller to secure flights for film and industry guests as necessary;
• Book accommodation for film and industry guests as necessary.

Additional Responsibilities:

• In-person presence during the Festival and at other key times;
• Flexible approach to workplace location and hours (including occasional evenings and weekends) contingent on the operating needs of the organization;
• Perform other duties and assist with special projects as assigned.

QUALIFICATIONS

• Minimum 2 years of services management experience, preferably with the documentary and/or festival industry and/or theatrical exhibition;
• Customer Service experience is required;
• Strong proficiency in MS Word, Excel, and PowerPoint;
• Experience with Salesforce is an asset;
• Strong communication skills;
• Exceptional administrative and organization skills with an eye for detail;
• Able to work both independently and in a team environment with the ability to take and give direction effectively;
• Ability to multitask and work efficiently;
• Adaptable to a flexible work schedule, including some evenings and weekends.

APPLICATION

Please forward a cover letter and resume to: Bronwen Eadie
Email: [email protected]
Subject Line: Hiring Committee – Delegate Services Coordinator
Deadline: January 16, 2025
No phone calls, please.