Tenant Relations Officer

SM Supermalls (Shopping Center Management Corporation); Metro Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

SM Supermalls (Shopping Center Management Corporation) is seeking a Tenant Relations professional to manage tenant needs and ensure daily operations comply with house rules. The role involves coordinating with Building Administration, engineers, and design teams to support tenants from pre-construction through egress, while maintaining strong partner relations.

The position requires at least 2 years in customer service or tenant relations, a relevant degree, and the ability to work shifts and

Qualifications

• At least 2 years of work experience in customer service, hospitality, or tenant relations.
• Graduate of Business Administration, Business Management, Industrial Design, or Industrial Engineering.
• Willing to work on shifting schedules and holidays.

Responsibilities

• To facilitate the implementation of established procedures and guidelines for long-term or inline tenants from pre-construction to post-construction.
• To identify and consolidate tenant deficiencies and concerns on construction and renovation activities with relevant officers for timely rectification.
• To prepare and process all original documents necessary for the tenant's operation.
• To review and complete pre-construction and preoperation requirements including leases, permits, and insurance; monitor compliance with guidelines and rent-related processes.
• To perform routine inspections and ensure design criteria alignment during tenant construction.
• To expedite processing of clearances and bond releases.
• To ensure tenant concerns are addressed by appropriate officers and departments.
• To document all tenant findings, evaluations, and recommendations.

Skills

Customer service

Public relations

Tenant relations

Hospitality

Education

Bachelor’s degree in Business Administration / Business Management / Industrial Design / Industrial Engineering

Job description

To be able to manage and closely monitor that the needs of the tenants are met, and that their daily operations follow the SM house rules. At the same time, treating each tenant as valuable partners as early as construction, operations, and all the way until egress that is crucial to meet business strategic and financial goals.

DUTIES & RESPONSIBILITIES

TENANT RELATIONS

• To facilitate the implementation of established procedures and guidelines for long-term or in-line tenants from pre-construction to post-construction such as conducting pre-construction meetings to tenant representatives and/or owners to discuss the same.
• To identify and consolidate all the tenant deficiencies and concerns on construction and renovation activities with the Building Administration Officer, Resident Engineer, and Design Officer, for its timely rectification.
• To prepare and process all original documents necessary for the tenant's operation.
• To review and complete the pre-construction and preoperation requirements including signed offer sheets, lease contracts, tenant deposits, Construction All Risk Insurance (CARI) policy, Comprehensive General Liability (CGL) and Fire with Allied Perils Insurance including its renewal, and all government permits such as POS Preventive Maintenance agreement, renewed annual government permits, Comprehensive General Liability Insurance, and Fire Insurance; to monitor the compliance with POS Hook up, for percentage RENT long-term and short-term tenants, and CCTV.
• To perform routine inspections and design criteria alignment while construction is on-going on the tenants' areas.
• To expedite the processing of temporary and final clearance to operate and to process the construction bond release.
• To ensure that tenant concerns are attended to by the Building Administration Officer, Resident Engineer, and the Design Officer.
• To document all tenant findings, evaluation, and recommendations in line with the tenants' concerns.
• To make sure that tenants comply with the construction guidelines, lease terms, MOA, and company regulations (e.g. ingress/egress). To facilitate exhibits, advertising, and short-term tenants' ingress/egress based on guidelines of such established by the Operations, Planning, and Control group
• To coordinate with the other departments, when needed, in line with them providing support to the tenants when it comes to tenant-related activities.

TENANTS ACCOUNTS MONITORING

• To prepare reports on sales, utilities consumption, and status of rental payments.
• To follow-up and monitor payments from tenants.
• To issue notices to these tenants for unsettled accounts.
• To endorse unpaid accounts to leasing and/or legal division.
• To facilitate the deployment of cashier postings to tenants with overdue accounts following the overdue accounts procedure and billing of charges to tenants for the cashier postings.

MALL DESIGN

• To assess and align the architectural and construction designs made by the tenants with the design criteria established by the Engineering, Design, and Development group (such as review of plans and design, measurement of leasable space and etc.).
• Ensures compliance to store front design criteria, in coordination with Design Review Group and Tenants.

MALL HOUSE KEEPING

• Perform regular inspection of Tenants’ areas to ensure cleanliness.
• Conduct house rules orientation to Tenants’ opening team members.
• Monitor and report non-compliance to housekeeping policies.

MALL UTILITIES ADMINISTRATION

• Perform on-time application of utility charges for Tenants such as chilled water, electrical charges (hypothetical charges) of egressing tenants, board-up enclosure, and CAMC for pre-construction.
• Ensure that all related documentation of utilities such as Buyer’s Specification, Brochure and Tenant Contractor and Supplier Certification of Chilled water related equipment specifically Fan-Coiled Units and Air Handling Units are complete and acknowledge by Tenant prior to billing.
• Endorse the voice and data application of tenants to telco providers/ICT.

MALL FACILITIES MANAGEMENT

• Check and assess the cause and effects of tenant- related construction projects as well as its requirements.
• Endorse and follow-through with BAO and RE the necessary rectifications on Tenant’s facilities and mall facilities passing through the tenant’s lease premises.
• Coordinate the Tenant’s MEPFS and structural concerns

SAFTEY AND SECURITY

• Support and initiate the dissemination of information based on the investigation/technical report.
• Ensure full participation and compliance of Tenants on programs, activities, and advisories for the proper execution of procedures and guidelines on safety and security including security audits.
• Handle tenant related safety and security complaints of the customers and Tenants and mediate and acquire solution in coordination with the Customer Relations Services department.

GENERAL ADMINISTRATIVE RESPONSIBILITIES

• To prepare, accomplish, and update periodic reports such as but not limited to Tenant Construction Activities, Occupancy Report, Updated List of Tenants, and Weekly and Monthly Sales Report generated from COIN, Tenant emergency Numbers, and Tenant Key Custodian record.
• To report on tenant account updates
• To route circular/memo to tenants ensuring their participation on sale events, tenant clusters, and corporate and thematic campaigns.
• To audit the conditions of the facilities used in the leased spaces of the separating tenants and encode in ACRF through SAP
• Documentation of authorized signatories of the tenants.
• Internal documentations related to tenants such as permits & licenses, internal clearance of ICTO, Mall hook-up system via COIN and etc.
• To perform responsibilities generally covered by the position such as acting as a reliever to the Key Custodian and Building Administration Officer, and prepare other reports as needed by superiors.

EXPERIENCE & EDUCATIONAL REQUIREMENTS

• With at least 2 years of work experience in customer service, hospitality, public relations, tenant relations, or any other similar work
• Graduate of Business Administration, Business Management, Industrial Design, or Industrial Engineering
• Must have working knowledge in tenant relations, customer service, or any similar work which focuses on addressing the concerns of clients/customers; willing to work on shifting schedules and holidays

WORK LOCATION

• SM City Bataan, SM City Masinag