Tenant Relations Manager - Guest Experience

ASRI (a subsidiary of Agung Sedayu Group); Jakarta Pusat; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

ASRI is seeking a Tenant Relations lead to oversee all tenant interactions and ensure service excellence at our Jakarta-area properties. You will develop strategies to improve tenant satisfaction, supervise complaint handling, and collaborate with Operations, Engineering, Security, and Housekeeping to address needs efficiently.

The role requires a Bachelor’s degree and 3–5 years in Tenant Relations or related fields, with strong communication and reporting skills.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, Property Management, Marketing, or a related field.
• Minimum 3–5 years of experience in Tenant Relations, Property Management, Hospitality, Customer Relations, or a similar role, preferably in apartment, residential property, hotel, or commercial property environment.
• Previous supervisory or team-lead experience is preferred.
• Strong knowledge of tenant/customer service principles and property operations.
• Excellent communication, interpersonal, and relationship-building skills.
• Strong problem-solving and conflict-resolution abilities.
• Able to handle tenant complaints and difficult situations professionally and tactfully.
• Strong coordination and collaboration skills with cross-functional departments.
• Good analytical and reporting skills, with the ability to analyze tenant feedback and identify areas for improvement.
• Proficient in Microsoft Office, particularly Word, Excel, and PowerPoint.
• Customer-oriented, proactive, detail-oriented, and able to work under pressure.
• Strong organizational and time-management skills, with the ability to prioritize multiple tasks effectively.
• Willing to work onsite basis at Jakarta area.

Responsibilities

• Oversee all Tenant Relations activities and maintain positive, professional relationships with tenants to ensure a pleasant living and working environment.
• Develop and implement strategies to improve tenant services, enhance tenant satisfaction, and strengthen tenant engagement.
• Supervise and manage the handling of tenant complaints, requests, inquiries, and concerns to ensure they are resolved effectively, professionally, and within the established timeframe.
• Coordinate with Operations, Engineering, Security, Housekeeping, and other teams to address tenant needs efficiently.
• Monitor and ensure tenants comply with building rules, regulations, and policies.
• Analyze tenant feedback, identify service gaps, and provide recommendations for improvements.
• Prepare, monitor, and evaluate Tenant Relations performance reports including complaint status and satisfaction levels.
• Support planning and execution of tenant engagement programs, events, and collaborations to boost experience and traffic.
• Maintain records of tenant communications, complaints, requests, and follow-up actions for reporting purposes.
• Assist management in identifying potential tenant-related issues and developing solutions to improve retention.

Skills

Excellent communication

Interpersonal skills

Relationship management

MS Office

Team leadership

Problem solving

Time management

Cross-functional coordination

Education

Bachelor’s degree in Hospitality Management

Bachelor’s degree in Business Administration

Bachelor’s degree in Property Management

Bachelor’s degree in Marketing

Tools

MS Office

Job description

ASRI is seeking a Tenant Relations lead to oversee all tenant interactions and ensure service excellence at our Jakarta-area properties. You will develop strategies to improve tenant satisfaction, supervise complaint handling, and collaborate with Operations, Engineering, Security, and Housekeeping to address needs efficiently.

The role requires a Bachelor’s degree and 3–5 years in Tenant Relations or related fields, with strong communication and reporting skills.