Tenant Relations Specialist

Job Summary

The Tenant Relations Specialist/Lead is responsible to Tenant Relations management and enforcement of compliance with operating guidelines and house rules of the mall.

Duties and Responsibilities

Merchants Assistance and Administrative Coordination

 

·         Ensures facilitation of coordination of requirement of constructing tenants (new tenants and or renovating / existing tenants) with the objective that tenants open on time under minimal supervision of superior.

a.        Ensures timely and smooth turn-over of space to incoming (new tenants).

b.        Advises tenants on mall requirements for renovating tenants (existing tenants).

c.        Coordinates schedule of design briefing with existing tenant, Facilities Management and Leasing if necessary.

d.        Conducts briefing on house rules for constructing/renovating tenant.

e.        Act as liaison between tenant and Facilities Management on technical requirements.

-          Submission of plans

-          Transmittal to Facilities Management

-          Should maintain a logbook for proper recording of constructing / renovating tenants

-          Able to relay information related to construction works on time to concerned parties.

f.          Ensures completeness of Pre-construction checklist form.

·         Conducts house rules briefing with tenants, its representatives, its employees before store opening.

a.        Coordinates with other departments (Accounting, Sales Audit, Marketing and Facilities Management) on the schedule of house rules of opening tenants.

b.        Ensures Completeness of Pre-Operations Checklist.

c.        Well versed on the documentation requirements before store opening.

·         Participates in the technical inspection conducted by Facilities Management during tenants’ renovation.

a.        Knowledgeable of technical complexities of construction requirements.

b.        Relays on time pertinent information to concerned parties.

·         Pre-Construction Mobilization

a.       Follow up/receive submission of Tarpaulin design

b.       Follow up installation of Tarpaulin/Board up

c.        Follow up/receive submission of Perspective

d.       Follow up/receive submission of Construction Plans

e.       Follow up approval and release of perspective

f.         Release of approved plans

g.       Coordinate Issuance of construction permit

h.       Coordinate turnover of space

·         Fit Out Phase and Pre-Operation Mobilization

a.       Monitoring of pre-Ops checklist, calls tenants for completion of requirements

·         Operational Phase

a.       Disseminates on tenant opening dates to Marketing and Operations

b.       Receives and facilitates endorsement (to involved departments) of Tenant Requests

 

Account Management

 

·         Attends to tenant’s concerns/inquiries and coordinates the same with different departments.

·         Recommends courses of action.

·         Communicates verbally or in writing on tenant’s concern.

·         Participates in the collection initiated by Billing & Collection Department activity.

·         Facilitates insurance claim of concerned parties.

·         Assists during the inventory of tenants damaged items due to water leak etc.

·         Attends to witness incidents such as water leak, fire etc.

·         Reviews insurance of merchants and closely monitors its expiry date.

·         Monitors tenant’s enrollment to Bio-augmentation and Kitchen exhaust program

·         Monitors tenant’s enrollment to Pest Control program

·         Initiates safety audit inspection of existing tenants and follow through compliance.

·         Handles egressing tenants.

a.        Conducts egress briefing.

b.        Ensures timely turnover of space

c.        Accomplishes Tenants Accountability Clearance Form (TACRF) within seven (7) days after receipt from Lease Admin Section.

·         Prepares and submits management reports, performance review (monthly)

a.        Operating tenants update (monthly)

b.        Insurance update (monthly)

c.        Short term tenants Egress report

·         Ensures participation of tenants to emergency drills (fire and earthquake) and joins the emergency response team of the mall.

·         Performs other operations related tasks as may be deemed necessary and/or directed by the Operations Heads.

 

Customer Service

 

·         Entertains and attends to the needs and complaints of the customer as escalated by the Concierge

Pacify the complainant and resolve the complaint

Safety Management

 

·         Assists and supports in the implementation of Environment, Health, and Safety programs

·         Ensures that the security control plan is maintained for the mall areas by security provider

·         Ensures statutory compliance on occupational health and safety

·         Oversees Daily In/Out report of third-party hires

Technical Competencies and Skills

Engineering Related Competency, Adept to Mall Guidelines and Standards, Client Management, Customer Service, Critical Thinking, Problem Solving, Emotional Control, Consistency, Reliability

Education, Trainings and Licenses Required

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