Market Guest Services Manager

This is a Full Time Job

TIFF - THE MARKET

We are currently hiring for the position of:

MANAGER, MARKET GUEST SERVICES

The Manager, Market Guest Services is responsible for delivering TIFF The Market’s invited guest experience, ensuring clarity, consistency, and operational excellence across all guest interactions. Reporting to the Director, Market Engagement & Services, this role leads the execution of the guest engagement strategy, overseeing invitation management, ticket allocation, travel and accommodation coordination, and onsite guest operations for buyers, executive industry participants, speakers, and programme participants. In close partnership with the Director, the role supports the development and implementation of Market guest service standards, aligning delivery with broader Market experience objectives.

The role plays a critical function in maintaining allocation integrity and delivering equitable, efficient guest access and hospitality operations. It establishes clear policies, training, and documentation frameworks governing guest access and ticketing, aligned with Festival standards while reflecting the distinct needs of the Market. The position also serves as the primary escalation point for guest-related inquiries within the Market.

RESPONSIBILITIES:

Guest Strategy & Standards
• Operationalize the Market guest services strategy in alignment with the Director ensuring clarity and consistency across all invited guest engagement.
• Develop and maintain policies, training standards, and documentation frameworks governing Market guest ticket allocations, travel coordination, hospitality delivery, and related service processes, ensuring alignment with established accreditation and Festival guest service standards.
• Evaluate operational workflows to identify opportunities that strengthen efficiency, allocation integrity, and service quality across the Market’s protocol ticketing portfolio.
• Contribute to post-Market evaluation and refinement of Market guest service standards and operational practices.

Invitation & Guest Journey Oversight
• Lead and oversee the administrative implementation of invitations for Official Market Guests — including buyers, executive industry participants, speakers, and programme participants — ensuring consistency in process and service standards across all guest categories.
• Shape and oversee the delivery of guest journeys across invitation, travel coordination, and onsite participation, ensuring clarity and alignment with both Market and Festival guest service standards.
• Oversee structured tracking and documentation of guest status, participation type, travel logistics, and related requirements to ensure accuracy and operational readiness.
• Supervise the execution of communications related to travel, accommodation, and Market-specific participation logistics, ensuring consistency with established Market and Festival guest service standards, and resolve escalated guest matters as required.

Protocol Ticketing & Allocation Management
• Lead the protocol ticketing portfolio for stakeholders representing Official Selection titles participating in the Market, and oversee coordination of additional Market-related ticketing requirements in collaboration with Festival ticketing teams to ensure a consistent and aligned approach.
• Oversee the collection, review, and administration of ticket requests from sales agents, producers, distributors, and streamers, ensuring alignment with established allocation frameworks and participation parameters.
• Direct negotiation and resolution of ticket request conflicts in collaboration with the Director and internal Festival ticketing teams.
• Establish and maintain structured tracking, reporting, and post-Market analysis of protocol ticketing activity by film and stakeholder to inform future allocation planning and service standards.

Travel, Accommodation & Hospitality Oversight
• Oversee the planning and execution of travel and accommodation logistics for Official Market Guests, ensuring consistency, accuracy, and alignment with established Market and Festival guest service standards.
• Oversee the delivery of hospitality arrangements for invited guests, ensuring alignment with approved resource parameters and service frameworks.
• Oversee the development and maintenance of guest itineraries, accommodation assignments, and related logistics to ensure accurate coordination and timely execution.
• Partner with the Director, Market Engagement & Services and the Market Programming Administration team to monitor hospitality allocation, ensuring alignment with programming priorities and identifying operational efficiencies.

Team Leadership
• Recruit, onboard, train, and manage a seasonal team of 4–6 staff, ensuring clarity of roles, accountability, and consistency in service delivery.
• Develop and maintain operational documentation, training materials, and workflows to support team effectiveness and scalability.
• Provide ongoing coaching, feedback, and performance management to seasonal staff.

TARGET CONTRACT DATES:
• April 13 - 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:
• Degree in Arts Management, Media Studies, Cultural Administration, Business Administration, Event Management, or a related field preferred.
• Minimum 5 years’ experience in event operations, guest services, stakeholder engagement, or comparable environments requiring high levels of coordination and external relationship management.
• Demonstrated experience managing complex guest, partner, or participant portfolios, balancing service standards with operational needs.