POSITION OBJECTIVES
Ensure tenant satisfaction, improve tenant retention, and promote a harmonious and productive environment for all occupants.
DUTIES & RESPONSIBILITIES
Administration
- To prepare weekly/monthly meeting documents and minutes.
- To organize social events & meetings.
Tenant Communication:
Act as a point of contact for tenants, addressing their concerns, queries, and requests promptly and professionally. Maintain regular communication with tenants to understand their needs and identify areas for improvement. Conduct regular survey and achieve good results.
Problem Solving:
Handle tenant complaints and disputes, working to find solutions and resolve issues in a fair and timely manner. Maintain accurate records of issues, resolutions, and follow-up actions taken.
Tenant Retention:
Implement strategies to enhance tenant satisfaction, engagement, and retention. Organize tenant programs, events, and networking opportunities to foster a sense of community and collaboration within the building.
Operations:
Collaborate with the operations team to ensure that maintenance, repairs, and service requests are addressed promptly and efficiently. Lead the concierge team to provide good customer service.
Market Research:
Stay informed about industry trends, market conditions, and competitors to identify opportunities for improving tenant satisfaction and attracting new tenants.
Reporting & Budgeting:
- Prepare accurate, timely and completed reports, including monthly performance reports and variance reports for review by senior management.
- Prepare annual budgets and quarterly reforecasts relating to the operating expenditure under your charge.
- Manage all accounts payable for the property, including collection, and approval of invoices.
- Respond to problems and concerns and ensures compliance with rules and regulations.
Performance Indicators:
- Successful completion of scheduled activities.
- Achieve KPIs.
- Achieve target deliverables for business plans, monthly reports, and budgets.
- Ensure that a high level of professionalism and customer service are always maintained.
- Ability to work under pressure and meet set timelines.
- Client and tenant’s satisfaction.
- Good tenant survey results
- Meet standards and audit requirements.
Knowledge/Experience:
- Tertiary qualification with at least 5 years of experience.
- Excellent communication skills to build rapport with tenants, understanding their needs, and resolving conflicts effectively.
- Have a customer-centric approach, prioritizing tenant satisfaction.
- Experience in managing and resolving conflicts, negotiating settlements, and finding win-win solutions will be highly beneficial in this role.
Attributes/Behaviours:
- Pro-active and achievement orientated.
- Flexible.
- Team player.
- Practical approach with a “can do” attitude
