Tenant Service Executive

**JLL empowers you to shape a brighter way**.

**TITLE**

Tenant Service Executive

**POSITION OBJECTIVES**

**DUTIES & RESPONSIBILITIES**

**Administration**:

- To prepare weekly/monthly meeting documents and minutes.
- To organize social events & meetings.

**Operational Matters**:

- Attend to day-to-day requests/feedback from tenants.
- Assist the Manager in supervising soft services such as cleaning, security, landscape, pest control and carpark services.
- Manage fit-out / reinstatement / A&A works.
- Administer and process Building's access cards (tenants / visitors / contractors).
- Issuance / approving PTWs.
- Coordinating viewing requests by leasing team.
- Main contact for tenants' requests (deliveries, access,
- visits, air-con extensions, handyman works, etc.)
- Tracking building occupancy & prepare reports.
- Preparing Tenants' circulars / correspondences.
- Prepare & carry out Tenant Survey
- To review, and if necessary, recommend and implement changes to operations procedures.
- To set and define standards required of non-maintenance matters, such as security guards and cleaners’ uniforms, management office, workplace security, cleaners’ store, etc.
- To review all areas regularly to determine whether cost - saving measures can be implemented without compromising on quality, durability, or effectiveness.
- To set up a monitoring system to track repairs and replacements for regular update/check and control for any excessive occurrence.
- To follow up on matters after meetings.
- To set up inspection schedules on defects, cleanliness and other term contract works.
- To liaise with Property Executive (M&E) and tenants on matters related to M&E services.
- To arrange for handling of emergency situations such as power failure, burst pipe, gas leaks etc.
- To review and update Fit Our Guide, Tenants Handbook, SOPs, forms, if necessary.
- To attend meetings with clients, term contractors or any other meetings and to record and put-up minutes.
- To prepare and submit all necessary documents to authorities such as BCA and URA, or any relevant authorities as needed.
- To keep updated records of all warranties.
- To conduct daily checks to ensure that the common areas are maintained like cleaning, landscaping, etc.
- To conduct regular inspections with the term contractors (cleaning, pest control, fire protection system, lift, etc.) to ensure that the services are carried out / maintained to the standard set by the Management and or the authorities.
- To conduct daily checks on common property to ensure their soundness and proper maintenance.
- To propose / recommend improvement, repairs and upgrading works when appropriate and ensure that such are carried out properly when approved.
- To monitor and furnish regular reports on any intrusions, irregularities, or unsafe practices.
- To set procedures and contact numbers of persons to be contacted for dealing with emergency situations such as burst pipe, fire, power failures, structural damage, etc.

**Tenancy Management**
- Help coordinate tenant move-ins and move-outs.
- Build positive relationships with co-workers, clients, and tenants.
- Respond to tenants’ needs and maintain positive relationships and high retention levels with all tenants.
- Liaise with tenants on repairs and maintenance works.

**Emergency**:

- To lay down procedures and contact numbers of persons to be contacted for dealing with emergency situations such as pipe burst, fire, power failures, structural damage, etc.
- To ensure the implementation and maintenance of the OMS system in accordance to establish organizational standard.

**Reporting & Budgeting**:

- Prepare accurate, timely and completed reports, including monthly performance reports and variance reports for review by senior management.
- Prepare annual budgets and quarterly reforecasts relating to the operating expenditure under your charge.
- Manage all accounts payable for the property, including collection, and approval of invoices.
- Respond to problems and concerns and ensures compliance with rules and regulations.

**Performance Indicators**:

- Successful completion of scheduled activities.
- Achieve KPIs.
- Achieve target deliverables for business plans, monthly reports and budgets.
- Attain best value for money outcomes on service contracts and facilities cost services.
- Ensure that a high level of professionalism and customer service are always maintained.
- Ability to work under pressure and meet set timelines.
- Client and tenant’s customer satisfaction.
- Meet standards and audit requirements.

**Knowledge/Experience**:

- Degree in Building & Real Estate Management or its equivalent with at least 3 years of experience; or
- Diploma in Building & Real Estate Management or its equivalent with at least 5 years of experience.
- Relevant experience in managing high rise commercial buildings or mixed developments.
- Knowledge of operation, maintenance, fit out practices and related local ordinances.
- Experie