Tenant Coordinator at V&A Waterfront

Description

• Reporting to the Small Business and Markets Manager, the Tenant Coordinator is responsible for tenant management and coordination. This will entail professional tenant liaison and relationship management between tenants and internal business departments to ensure operational excellence and continuous trade.
• Moreover, they will collaboratively manage tenant’s performance in terms of turnover, rental collection, and arrears management with various internal business departments. They will also be responsible for general administration and new tenant intakes.

Requirements

The following job objectives were found to be relevant to this job:

Tenant Liaison

• Act as liaison and general contact point for tenants regarding any queries relating to the conduct and operation of their business in accordance with the agreed lease, rental payments / arrears
• Be readily available to assist tenants
• Ensure excellent customer service and operational excellence
• Facilitate regular meetings to discuss performance, marketing, and operational issues / requirements
• Meet regularly with tenants on day-to-day operational requirements / issues, ensure prompt follow up on all problems, and discuss performance, marketing
• Ensure that written responses / minutes are sent to tenants timeously
• Act as V&A ambassador and communicate relevant news and developments and initiatives alongside Marketing
• Connect tenants with relevant marketing manager when necessary
• Support, guide, coach and assist tenants as needed

Coordination and Administration

• Manage and facilitate the entire tenant lifecycle with the relevant departmental parties from the handover sign-off to the take back sign-off
• Ensure highest presentation standards are maintained at all times (according to house rules, lease agreement obligations etc.)
• Ensure timely tenant payments
• Manage tenant’s performance in terms of turnover, rental collection and arrears management with various internal business departments
• Identify lowest performance per category and monitor proactively
• Evaluate turnover reports and send letters to tenants that exceed 20% COC
• Chair meetings with underperforming tenants
• Effectively control tenant turnover
• Assist Finance on collecting outstanding Turnover Declaration Forms
• Submit monthly report to Retail Manager on all issues dealt with or arising
• Manage tenant files and OTL
• Keep track of all critical correspondence
• Assist with the planning and devising of forecast budgets for following financial year
• Distribute meeting minutes and create monthly category reports for retail manager and executive
• Collate and presenting data across the business
• Compile weekend duty report

Tenant Renewals or New Lets

• Ensure all relevant paperwork has been distributed in-house as well as to tenant
• Understand terms of the renewal with specific focus on special conditions attached
• Manage critical dates and beneficial occupation periods, and motivate extensions and delays should it be necessary
• If there are issues with what was agreed in the OTL and what is happening on the ground, assess the situation and motivate to the Landlord why this should change in the lease or OTL, alternatively if it is correct
• manage the tenant to act in accordance with what has been agreed
• Expiries should be managed proactively and relevant parties within the business should be informed of the expiry date of those leases

Advise Leasing of any potential upcoming vacancies due to:

• a breach of lease
• a mandate request by the tenant
• a lease expiry
• a COO percentage 

Tenant Fit-outs and Refurbishments

• Ensure that tenants adhere to what has been agreed in the lease and that the V&A is able to collect rent at the rent commencement date or on trade commencement (whichever is the earlier)
• Identify / list revamps for the year
• Allow access to the premises for measurement for plan designs
• Deal with any operational and service delivery requirements (liaison with Operations team)
• Deal with any retail marketing requirements/launches (liaison with Retail Marketing)
• Facilitate plans, submissions, and concepts for approval    
• Assist with window-dressing / graphics / hoarding (Liaison with TI)  
• Ensure preparation of the premises for handover is as per specification given by TI team
•   Deal with any tenant installation requirements (liaison with TI) 

Stakeholder Engagement

• Communicate and liaise with various internal departments (Development Operations, Legal, Information Center etc.)
• Interact with Marketing from a promotions and activation's point of view with regards to their specific category and tenant performance
• Relationship management with tenants (via site visits, meetings, phone calls, emails etc.)
• Act as tenant representatives within the business
• Connect various relevant stakeholder to resolve issues and deliver on specific requests
• Liaise with internal and external service providers, tenants and visitors as and when required

 Ad-hoc

• Daily site walks (at various times of day)
• Weekly walk throughs with operational departments (e.g., Civil and Cleaning)
• Staying abreast of internal developments, initiatives and industry trends to proactively drive and communicate this with tenants and other stakeholders
• Identify opportunities for improvement and make recommendations 

Educational requirements relevant to this job:

• 3 Year National Diploma in Property Management
• Shopping Centre Management Diploma Advantageous

 Knowledge requirements relevant to this job:

• Retail Working Environment
• Facilities Management
• National and international business trends
• People and Relationship Management
• Customer Service

Skills requirements were found to be relevant to this job:

• Customer Service
• Emotional Intelligence
• Conflict Resolution/Management
• Communication (written and verbal)
• Planning and Organizing
• Multitasking
• Time management
• Logical Problem-solving
• Quality Control and Risk Management
• Report Writing

Experience requirements relevant to this job:

• 3-5 Years’ Experience within Retail Property Environment