Hotel & Guest Services Manager

This is a Full Time Job

TIFF: The Market

We are currently hiring for the position of:

MANAGER, HOTEL & GUEST SERVICES
The Manager, Hotel & Guest Services is responsible for overseeing TIFF’s Festival and Market accommodation strategy, including the planning and management of hotel room blocks and accommodation support for a wide range of stakeholders. Working closely with the Market and Hospitality teams, this role maintains strong relationships with hotel partners and ensures the effective management of accommodation needs for guests and staff.

This position negotiates and administers room block agreements, oversees reservations and related inquiries, and manages the day-to-day inventory to ensure cost-effective accommodations strategy. It is also responsible for managing rooming lists, budget tracking, and final billing reconciliation. In addition, the role leads the accommodations training of seasonal staff and arranges select staff travel. Through strong operational oversight and cross-functional collaboration, the Manager ensures a seamless accommodation experience aligned with TIFF and TIFF: The Market service standards.

RESPONSIBILITIES:

Hotel Contracting & Correspondence
• Manage the contracting of courtesy & guaranteed hotel blocks for market affiliates, industry delegates, festival guests, and staff
• Build and manage contracted hotel inventory in applicable reservations management systems
• Act as primary point of contact for day-to-day hotel correspondence, communicating stakeholder needs and aligning inventory accordingly
• Manage access of preferred hotel rates for registered industry delegates attending TIFF: The Market

Reservations & Hotel Operations
• Lead the booking and tracking of hotel reservations for market affiliates, market programming guests, and festival guests
• Process, monitor, and troubleshoot hotel reservations in an efficient and accurate manner
• Provide rooming lists to hotels as market and festival guests become confirmed and follow up on special requests and/or changes to reservations directly with hotels
• Maintain an accurate electronic trail for each guest/attendee

Customer Service & Inquiry Management
• Provide accommodation-related customer service to stakeholders including market affiliates, festival guests, industry delegates, and staff
• Respond to general hotels and hospitality inquiries and requests
• Manage the TIFF Hotels inbox
• Provide training and guidance on the hotel booking process to seasonal Industry Guest Coordinators

Systems & Reporting Oversight
• Perform data entry of information and preparation of reports utilizing the festival database (Artifax) and other applicable databases and tracking documents
• Lead the post-Festival reconciliation of hotel billing
• Analyze hotel trends such as pick-up numbers and stay patterns to inform future hotel programme decisions
• Prepare and provide reports, presentations, and post mortems as required
• Provide a detailed Festival post mortem
• Manage the contracting and logistics of Cannes Film Festival apartment rentals for the annual TIFF delegation
• Assist with other coordination tasks and administrative duties as required

• Job Grade 3

TARGET CONTRACT DATES:
• May - December 31, 2026

WORK LOCATION:
• Office Location: 350 King Street West, Toronto, ON M5V 3X5
• Weekly in-office requirements:
• Minimum 2 days (November to April)
• Minimum 3 days (May to October)
• Festival Office Requirements: Full Time during Festival

MINIMUM REQUIREMENTS:
• College diploma, university degree, or equivalent experience in the field. Hotel and/or hospitality industry experience an asset
• Minimum 5 years experience in a high-level customer service or administrative role in the hospitality industry
• Demonstrable experience booking hospitality arrangements for individuals or groups and experience in guest logistics or talent coordination are considered
• Demonstrable experience working with budgets, invoicing, budgets, and other financial information
• Strong organizational and communication skills, with the ability to manage multiple concurrent workflows with accuracy, composure and prioritization.
• Strong computer and data management skills, including databases, CRMs, project management tools, internet research, Microsoft Office, Google Suite, Artifax
• Sound judgment and professionalism when navigating sensitive situations, competing priorities, and real-time decision-making.
• Professional manner and “can-do” attitude with ability to adapt quickly to change
• Enjoys fast-paced, multi-tasking work environment, with a willingness to adapt to shifting priorities and circumstances
• Sound judgment and professionalism when navigating sensitive situations, competing priorities, and real-time decision-making.
• Proficiency in additional languages is considered an asset.

VACANCY:
• This job posting is for an existing vacancy.

HOW TO SUBMIT & APPLICATION DEADLINE:
• All applications must be submitted online through TIFF’s Career Centre.
• Please upload your cover letter and resumé as PDF(s), before the deadline of Wednesday May 5th, 2026.

CLOSING:

We thank everyone who applies for their interest, but only candidates selected for an interview are contacted.

Candidates must be legally able to work in Canada at this time. TIFF regrets that it is unable to sponsor employment Visas; however, TIFF considers and welcomes individuals on time-limited Visa status for this position. For consideration to those on time-limited Visa status, your Visa must allow you to complete the full contract.

TIFF may use artificial intelligence to screen, assess or select applicants for this position.

Please send any questions via e-mail only to careers@tiff.net.