Key Responsibilities
Tenant Relations
- Assist in implementing the “We Care” program comprising several customer care initiatives e.g. Tenant’s Welcome/Birthday/Anniversary treats and ensure these are kept to the timelines.
- Conduct/attend regular meetings with tenants and to draft and circulate minutes of meeting within 3 working days after meeting.
- Assist with new tenants’ business commencement i.e. handing over; orientation / induction, official openings, welcome hamper basket, etc.
- Attend to general and building enquiries from tenants
- Handle escalated feedback from tenants, work with respective departments to resolve the issue timely and as a team
- Provide support and attendance for tenants’ events and activities such as Fruit Day, Tenants’ Treats and Tenants’ Nights
- Review and vet Tenant E-Handbook and Induction and Website (tenant information only) to ensure information are kept up to date
- Assist in conducting annual tenant surveys for office and retail tenants including developing the survey forms, soliciting participation/response, providing analyses, suggestions to improve service level and follow up with tenants on appropriate responses .
- Draft and disseminate relevant circulars and notices to tenants as and when required
- Maintain and update tenants’ contact information regularly. These include directory listings, mailing list, key contact person, emergency contacts, fire wardens, etc.
- Carry out ad-hoc tasks that may be assigned as when needed
Concierge Operations
- To lead, guide and mentor the Concierge to deliver consistent and good performance
- Train new concierge on roles and responsibilities including system operations
- Ensure all payments are processed and paid timely
- Prepare monthly customer care reports
Administration
- Manage the application and sale of season, hourly and complimentary parking tickets including handling all enquiries, verifying, billing and reconciling payments.
- Maintain proper office filing system (soft & hard)
- Assist managers in procurement including obtaining quotations for related work and services.
- Prepare and follow up on Expense Approval process
- Assist to track and update expenses where applicable
- Assist in contracts management and documentation
- Track and monitor term contracts and licence expiries
- Assist to prepare monthly management reports.
Operations
- Conduct regular cleaning inspections at toilets, lift lobbies and common areas with cleaning contractor
- Work closely with Centre Management team to identify and rectify defects in the toilets, lift lobbies and common areas
- Track project cleaning documentation such as work approval, work order, inspection checklist, and payment process
- Assist other divisions and any ad hoc projects or assignments as and when necessary
Key Competencies & Performance Measures
- Strong customer service orientation with pride of work
- Excellent grooming presentation
- Good attendance and punctuality at work essential
- Confident and comfortable to handle corporate clients including senior level managers
- Open and able to build rapport and trust quickly
- Proactive and solution oriented, friendly with assertive but personable nature
- Initiative and able to work independently
- Able to work under pressure and meet set timelines
- Experience in using Microsoft office – word, excel & power-point
- Manage service delivery as per agreed SLA
- Achieve KPI and SLA targets
- Compliance with standards and audit requirements
Required Qualifications & Experience
- Minimum Diploma holder with 3-5 years’ working experience in the service industry, preferably in airline, 5-star hotel and high-end retail brands
- Excellent interpersonal skills to manage diverse range of service providers and Client representatives
- Possess strong verbal and written communication skills
- Experienced in handling administrative work
- Possess initiative and professionalism with the ability to organise, prioritize work and work independently
- Able to multi task with good time management skills
