Tenant Coordinator

V&A Waterfront · Cape Town, Western Cape

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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

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