Delegate Services Manager

JOB DESCRIPTION

The Delegate Services Manager is responsible for B2B relations and communication related to the attendance of filmmakers and industry delegates, providing both groups with the necessary logistical needs and information to successfully participate in the Festival and key cinema events. The role ensures the seamless coordination of filmmaker handling, registration, delegate services, travel logistics, as well as filmmaker budget administration and partnerships with funding institutions for the Festival. The Delegate Services Manager also provides support to year-round cinema operations in meeting filmmaker and guest needs. It plays a pivotal role in the successful execution of the Festival and collaborates cross-departmentally with Programming, Communications, Industry, and Development & Sponsorship teams.

KEY RESPONSIBILITIES

Operational and Project Management: 

• Work with other teams to establish critical paths, deadlines, departmental goals, protocols, and best practices for the Delegate Services team;
• Oversee the hiring, scheduling, and training of the Festival Delegate Services team (3-5 seasonal roles);
• Ensure complete documentation of all Delegate Services processes and protocols;
• Manage the set-up, operations, and teardown of the Hot Docs Industry Registration and Information Desks at various Festival venues;
• Manage relationships with external partners including travel agents and hotels.
• Handle additional projects and support tasks related to Delegate Services and operations as needed.

Filmmaker Handling: 

• First point of contact for invited filmmakers regarding Festival attendance after Programming confirms selection of film;
• Guide and navigate filmmakers through Festival cycle by providing support for visa applications; coordinating filmmaker pass allotments; registering film teams; providing information on how to access external travel funding; confirming stipends available from the Festival;
• Addressing general Festival-related inquiries: travel, events, ticketing, online community;
• Oversee the arrangement of travel, accommodation, ground transportation for special guests, jury, programmers and guests of industry for the festival and year-round programming as required – both in-house and via travel agencies.

Registration Industry Delegates and Complimentary Passes: 

• Implement registration process for paid and complimentary passes;
• Set up and confirm pass allotments, pass structure, and registration processes for all departments;
• Ensure prompt registration of all guests, staff, invitees, and VIPs for all events;
• Maintain back-end registration databases, registration/payment forms, and delegate-facing portals;
• Ensure user-friendly registration as well as secure and accurate payment processes for all paying Festival delegates;
• Provide reports on weekly pass sales revenue.

Partnerships:

• Reach out to international funding institutions to obtain guidelines for filmmakers accessing travel support to attend the Festival;
• Coordinate partnerships with international funding institutions to secure support for attending filmmakers;
• Liaise with local embassies and institutions to arrange support for filmmakers from respective countries;
• Submit and process invoices to secure travel support;
• Connect filmmakers directly with institutions when necessary.

Communication:

• Update and manage online resources for the Festival and year-round programs to ensure a seamless delegate experience;
• Manage stakeholder inquiries;
• Collaborate with the Communications team on industry mailings, website updates, and general communication flow;
• Liaise with the Communications team regarding the design, ordering, printing, and delivery of all Festival badges and signage as needed.

Finance:

• Manage the Delegate Services budget including the flow of funds through external partners and internal expense allotments, working to identify cost-saving measures and optimizations;
• Issue reimbursements and stipends for Festival guests as needed;
• Oversee all financial accounting, reporting, and reconciliation for payments associated with registration fees via credit card;
• Work with Programming to determine and administer the filmmaker budget and track expenses on a week-to-week basis;
• Collaborate with the Programming department to build and track a comprehensive list of film foundations providing travel support to filmmakers.

Additional Responsibilities:

• Support the Operations Department to ensure an optimal flow of information and seamless experience for guests, delegates, audiences, volunteers, and stakeholders;
• 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 4 years of experience in delegate services, registration, and customer service is required, preferably in a Festival or conference setting;
• Experience managing multi-tiered registration within a large Festival or conference;
• Strong knowledge and experience booking international travel, including arrangement of travel visas, and accommodations.
• Experience guiding and managing a team of 3-5 staff;
• Experience with Salesforce, databases, project management tools, and online event conference management tools, as well as MS Word and Excel;
• Experience dealing with vendors, suppliers, and contract negotiations considered a strong asset;
• Strong communication skills;
• Exceptional administrative and organizational skills;
• Exceptional attention to detail;
• Strong customer service and relationship-building skills;
• Experience in budget planning and handling financial processes considered a strong asset;
• Strong coaching and people-management skills;
• Able to work independently and in a team environment with the ability to both take and give direction effectively;
• Ability to multitask and work effectively and efficiently manage multiple projects under tight timelines;
• Adaptable to a flexible work schedule including some evenings and weekends, remote, and in-person work;
• Proven team player who is both flexible and adaptable;
• Working knowledge or other languages in addition to English considered an asset;
• Experience working with diverse teams and commitment to equity, diversity, and inclusion.

APPLICATION

Please forward a cover letter and resume to: Giulia Mandel
Email: [email protected]
Subject Line: Hiring Committee – Delegate Service Manager
Deadline: December 13, 2024
No phone calls, please.