Managing Work - Edinburgh International Film Festival



Job DescriptionEdinburgh International Film Festival 2020TITLE: GUEST SERVICES MANAGERDepartment: Guest ServicesReports to: Senior Projects ManagerDirect reports:1 Senior Guest Services Coordinator, 2 Guest Services Coordinators, Senior Guest Drivers Coordinator and 2 Guest Services Assistants Status:Full time, fixed term contractNo. of posts:1Dates: Monday 3 February to Friday 17 July 2020Duration: 24 WeeksSalary: ?475 per weekPurpose of the roleThe Guest Services Manager is a key role in ensuring the success of EIFF. It is the Guest Services Manager’s responsibility to lead and support the Guest Services team and ensure that each guest has the most positive experience of EIFF, from pre-Festival arrangements, to ongoing communications, to their arrival and time spent in Edinburgh, including travel, accommodation and hospitality.Working with the Senior Guest Services Coordinator and Guest Services Coordinators, and supported by the Senior Projects Manager, the Guest Services Manager ensures accommodation and travel arrangements for filmmaker, industry and press guests from all over the world are booked efficiently and within budget. They also help manage guest hospitality and networking arrangements, schedule official appearances, organise tickets, and arrange translators and babysitters if necessary.EIFF Guest Services TeamGuest Services is a dynamic team, working in close collaboration with each other and the Programming team. They are responsible for all arrangements supporting the Festival’s many visiting filmmaker, industry and press guests. The team works hard to ensure that all guests of the Festival are well looked after over the course of their visit and are able to maximise all networking opportunities and make the most of their stay in Edinburgh. Led by the Guest Services Manager, the team includes one Senior Guest Services Coordinator, two Guest Services Coordinators, the Senior Guest Drivers Coordinator, Guest Drivers Coordinator and the Guest Drivers. There are also two Guest Services Assistants and a number of volunteer positions within this team. Additionally, four Jury Coordinators, a Hospitality Coordinator and further volunteers work alongside Guest Services, led by the Senior Projects Manager.Working to the highest level of film industry standards, responsibilities include booking travel and accommodation, planning hospitality and networking arrangements, and liaising closely with filmmakers, talent agents, publicists, sales agents, distributors and other film industry professionals. The department works closely with and informs other key areas of the Festival including Programming, Development, Industry, Education, Press and Finance while also managing relationships with external partners and other stakeholders.Administrative records and systems are kept fully up-to-date in a fast-changing environment and all relevant departments are kept abreast of changes, while budgets are constantly monitored to achieve the highest levels of financial control. Principal duties and responsibilitiesLead the management and organisation of the Guest Services team, working with the Head of HR to recruit staff and volunteers, coordinate staff training and carry out induction;Manage the relationship with hotels and the Festival’s travel agency, delegating to the Guest Services Coordinators as required;Maintain and update the systems for record management and budget management in accordance with the Head of Finance requirements, ensuring all relevant reports, returns and management information are supplied to the relevant teams promptly and accurately;Work with the Programming team, the EIFF Press team, and the Head of Industry and Talent Development to identify guests, facilitate invitations and manage every aspect of each guest’s relationship with EIFF; Work with the Programming team to identify potential jurors, issue invitations and manage schedules in advance of the Jury team starting.Ensure the team is represented at all relevant planning and implementation meetings, providing relevant updates on guests; Manage the Guest Services team, which comprises a Senior Guest Services Coordinator, two Guest Services Coordinators, two Guest Services Assistants and a number of volunteers. Provide training and support, allocate tasks and monitor output to ensure they are effective and confident in their role;Manage the Guest Drivers team, which comprises a Senior Guest Drivers Coordinator, a Guest Drivers Coordinator and 11-12 Guest Drivers. Provide training and support, allocate tasks and monitor output to ensure they are effective and confident in their role;Work closely with the Hospitality and Jury teams to ensure continuity of Guest Services care;Work with the Development team to manage all cultural funding contributions received by EIFF in relation Festival guest attendance;Liaise with the Development team in the sourcing of hospitality options prior to the arrival of the Hospitality Coordinator;Work with the Development team, the Programming team and the Industry team on the delivery of bespoke guest lists for the various Festival functions; Work with the Guest Services Coordinators to arrange travel and accommodation bookings and manage schedules for an agreed number of filmmaker guests;Liaise with the Senior Guest Drivers Coordinator and the Hospitality Coordinator to arrange car pickups and ensure networking invitations are arranged for each guest and all activity is built into relevant schedules;Liaise with EIFF Press and Programming teams over press releases, red carpet and photocall schedules and any other relevant activity, ensuring information is shared with each department in a timely and ordered fashion;Liaise with the Development team on any sponsored or externally supported activity;Represent the department at the EIFF morning meeting (during EIFF), making sure that all relevant and accurate paperwork is provided at the meeting;Be prepared to be on duty for long and often unsociable hours during the Festival, sometimes from 9am through to the small hours;Ensure EIFF Festival Management Platform (FMP) is accurately and promptly completed in order that guest arrangements can be tracked and that the database can be relied upon by other departments at all times;Assist guests with orientation in Edinburgh, making sure they make the most of all networking activities during their trip, and ensuring their prompt arrival for Q&As and other activities. This requires a very hands-on approach;After the Festival ends, and as advised by the Senior Projects Manager, produce detailed reports including financial records of guest activity and processing of invoices.General responsibilitiesCommunicate effectively with colleagues and departments across the Festival to share information, achieve deadlines and promote a positive working environment.Attend meetings and provide progress and financial reports as required.Participate in the selection, induction and appraisal of people you manage.Work with the Admin Coordinator and IT consultants to set-up workstations for people you manage. Always act in accordance with EIFF policies and procedures, as outlined in the induction manual and by your manager.Minimise the CMI’s environmental impact wherever possible and adhere to the company’s Environmental Policy. This will include:recycling;switching off lights, computers, monitors and equipment when not in use;helping to reduce paper waste by minimising printing/copying and reducing water usage;reporting faults and heating/cooling concerns promptly;minimising carbon footprint when travelling. Where the role includes the ordering and use of supplies or equipment the post holder will consider the environmental impact of purchases.On completion of your role, complete a staff report form as requested by the Head of HR. Contribute to the successful delivery of EIFF.Additional InformationThe role is based at the CMI’s offices at Filmhouse on Lothian Road in Edinburgh.The appointment requires considerable flexibility over hours of work. Normal working hours are 9am to 5.30pm Monday to Friday but weekend and evening work will be required for which no additional remuneration is payable. PERSON SPECIFICATIONSuccessful candidates will have strong experience of production and project management, leading teams, managing budgets and working to deadlines, as well as extensive knowledge of the film industry infrastructure and the ability to work to the highest level of film industry standards. You will be experienced in talent handling and managing relationships with external partners and other stakeholders. A highly organised individual with meticulous attention to detail, you will have extensive administrative experience and IT skills and the ability to efficiently manage large quantities of data in a fast-changing environment. You will also be calm under pressure and have excellent customer service and communication skills. Languages are an advantage and a personable nature is key, as well as a willingness to work long and often unsociable hours in line with the requirements of the role.Essential (E) or desirable (D) requirementsExperienceProject management and project administration skillsEManaging budgets and working within a set finance system EExcellent IT skills, including email and databasesEManaging relationships with guests, clients and stakeholdersETalent handlingECustomer serviceEManaging teamsENegotiating DMentoring peopleDWorking in a film or event related environmentDKnowledgeFilm industry infrastructureEKnowledge of geography to ensure optimum travel routes are booked ERelevant technical knowledge e.g., film formats DKnowledge of Filemaker ProDSkills and abilitiesAbility to work independently and to tight deadlinesEExcellent organisational skills and attention to detailEExcellent communication and customer care skillsETeam workingand ability to motivate othersEExcellent English, written and verbal communicationEOther languagesDPersonal attributes and attitudesAdministrative type with organised mindEDetail-orientedEAbility to be flexible and respond to changing priorities EInterest in films and film industryEEndurance for repetitive tasks and heavy paperworkEFunctions well under pressureEPositive attitudeEIntegrityECompetenciesManaging WorkQuickly determines tasks and resourcesSchedules workDevelops time linesCo-ordinates resourcesEnsure effective completion of work through use of own and others timeChange ManagementChallenges assumptionsRecognises organisational opportunitiesThinks expansivelyEncourages and rewards innovationValuing DiversityActively values others contributions and treats people fairlyCreates an environment that appreciates diversityChallenges unfair behaviours and practices both internal and externalDecision MakingMakes effective decisions which balance the varying demands of interested bodies and cost managementUnderstands risk/opportunity balanceDevelops and considers alternative solutionsTeamworkActively collaborates through communicating fully and openly, while showing respect for othersCommunicates fully and openlyBalances all needsFacilitates goal accomplishmentEnsures necessary team support and infrastructure in placeUpdated 31 December 2019 ................
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