Industry Ticketing Coordinator, Development and FC Ticketing Concierge

POSITION:  Industry Ticketing Coordinator (2 positions), Development and Founders Circle Ticketing Concierge (1 position)

OPPORTUNITY TYPE: Fixed-Term, Contract

REPORTS TO: Industry: Audience Services Manager; Concierge: Director of Philanthropy and Impact

APPLICATION DEADLINE: February 21, 2025

JOB DESCRIPTION

The Industry Ticketing Coordinator acts as intermediary between Hot Docs Festival Industry delegates and their Festival film screening access.  This role is essential to ensuring an excellent experience for filmmakers and guests throughout the Festival. The Industry Ticketing Coordinator provides efficient and welcoming customer service while supporting Festival operations through ticket and Festival pass processing.

The Development and Founders Circle Ticketing Concierge represents Development in Festival ticketing operations, ensuring a consistent approach to Festival-wide ticketing, pass, and benefit fulfillment.  The Concierge acts as the primary point of contact for Founders Circle donors’ ticketing needs, achieving the highest standard of white glove customer service for this key segment of Hot Docs’ constituency. The Concierge offers personal attention, is skilled at interpersonal relations and donor stewardship, and communicates with delicacy and concision.

These two roles collaborate to meet the needs of Hot Docs’ Industry and Founders Circle guests and attendees, working closely to ensure effective communication, excellence service, and the overall success of the Festival.

KEY RESPONSIBILITIES

Industry Ticketing:  

• Fulfill filmmaker ticketing requests and prove promotional codes for filmmaker ticketing discounts ;
• Provide ticketing support for industry pass holders including troubleshooting scheduling challenges, accessibility accommodations, VIP needs, and programming-related requests;
• Offer creative solutions to ticketing and seating-related issues, both on the ground and within the Agile and Salesforce CRM tools;
• Assist with internal ticketing requests from the sponsorship team including meeting sponsor and partner commitments at regular screenings and special events and VIP accommodations ;
• Communicate hold requests and accessibility needs to the theatres team, supporting Hot Docs’ commitment to a barrier-free Festival;
• Support the internal review of Festival screening architecture in advance of ticket release, ensuring data and scheduling accuracy with an extreme attention to detail;
• Assist with ticketing tracking and reporting throughout the Festival to support Hot Docs’ mandate as a non-profit and standard of excellence and accuracy in reporting to our funders ;
• Assist with setting up outreach promotional codes and processing group bookings to achieve sales and audience development targets ;
• Collaborate with other areas of the Operations Department, including Box Office and Volunteers, to ensure the consistency of information and policy enforcement, effective honouring of benefits and commitments, and interconnected workflows – both in-person and online .

Development and Founders Circle Ticketing Concierge:  

• Fulfil Festival ticket orders for a portfolio of 200 donors offering them VIP service by email and phone;
• Attend and support kick-off Insiders Night with Founders Circle members;
• Gain a comprehensive understanding of the Founders Circle Festival Benefit Package in order to communicate information and offer customer service to donors if/when required, services including advanced ticket window, priority waitlisting, and reserved seating;
• Be informed on all donor-related Festival events to help field questions;
• Gain an understanding of the various levels of access each Festival pass type offers the various levels of sponsor and partners;
• Assist with ticketing tracking and reporting throughout the Festival;
• Process large ticket orders for donor entitled to hosting benefits of up to 30 people;
• Flag large ticket orders (more than 4 for any screening) to the team to help ensure entitlement and proper stewardship;
• Assist development team with public funder and corporate sponsor ticketing needs before and during the Festival .

 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

• Experience and exceptional skills in customer service and public-facing roles, and possessing a well-developed interpersonal, conflict management, and de-escalation toolkit;
• Skilled problem solver, agile and adaptable;
• Superior attention to detail, organization and planning skills, and ability to navigate high-pressure, tie-sensitive projects;
• Experience with ticketing software, in particular Agile Ticketing Solutions, is an asset;
• Knowledge of and experience with festival operations, film screenings, events, and conferences;
• Ability to work both independently and collaboratively in a hybrid work model;
• Adaptable to a flexible work schedule that includes evenings and weekends, in-person, and remote work.

APPLICATION

Please forward a cover letter and resume to: Prescott Morin
Email: [email protected]
Subject Line: Hiring Committee – Industry Ticketing Coordinator / Development Concierge
Deadline: February 21, 2025
No phone calls, please.