Tenant Relations Officer

Department

Galleria-Mall Operations

Employee Type

Probationary

The Tenant Relations Officer acts as the primary liaison between the shopping mall management and its tenants. This role ensures tenant satisfaction, addresses concerns, and supports tenants in achieving optimal business performance while adhering to mall standards and regulations. The Tenant Relations Officer contributes to creating a harmonious and productive relationship between the mall and its tenants, driving overall success and customer satisfaction.

Key Responsibilities Qualifications: Key Competencies:

• Tenant Communication and Support
• Serve as the main point of contact for tenants, addressing inquiries, concerns, and operational issues promptly.
• Facilitate regular communication and meetings with tenants to gather feedback and share updates on mall activities, policies, and events.
• Provide guidance to tenants on mall regulations, operational procedures, and compliance requirements.
• Tenant Performance Monitoring
• Monitor tenant sales performance and customer engagement, providing reports and insights to mall management.
• Collaborate with tenants to identify and implement initiatives to improve foot traffic and sales.
• Address underperforming tenants with actionable recommendations to support business growth.
• Issue Resolution and Conflict Management
• Handle tenant complaints and disputes, mediating solutions that align with mall policies and maintain positive relationships.
• Coordinate with relevant departments (e.g., leasing, maintenance, marketing) to resolve tenant issues efficiently.
• Lease Administration and Compliance
• Ensure tenants comply with the terms of their lease agreements, including operating hours, display standards, and payments.
• Assist in lease renewal negotiations and prepare necessary documentation for tenant agreements.
• Monitor tenant compliance with safety and cleanliness standards and escalate issues as needed.
• Collaboration with Mall Departments
• Work closely with the leasing team to support new tenant onboarding and smooth transitions.
• Coordinate with the marketing team to ensure tenant participation in mall promotions and events.
• Partner with the facilities and maintenance teams to address tenant infrastructure needs.
• Bachelor’s degree in Business Administration, Marketing, Property Management, or a related field.
• 3+ years of experience in tenant relations, property management, or customer service, preferably in a retail or shopping mall environment.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Strong organizational and multitasking abilities, with attention to detail.
• Proficiency in Microsoft Office and property management software.
• Customer Service Orientation
• Communication and Relationship Building
• Problem-Solving and Decision-Making
• Knowledge of Retail Trends and Mall Operations
• Time Management and Efficiency