Tenant Coordinator

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 tenants 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.

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 tenants 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 activations 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 andRisk Management

Report Writing

Experiencerequirements relevant to this job:

3-5 Years Experience within Retail Property Environment

Employment Equity

The V & A Waterfront is committed to creating a diverse inclusive and equitable workplace. This position will be recruited and filled in accordance with our Employment Equity requirements and legislation.