The Tenant Experience Specialist is responsible for the delivery and management of tenant experience improvement initiatives, focused on cleanliness, comfort and general conditions of the environment.
The Tenant Experience Coordinator works closely with the property management team, vendors as well as tenant representatives to proactively resolve issues and identify opportunities for continuous improvement.
KEY DUTIES & RESPONSIBILITIES
Tenant Experience Program
Works closely with the property management team on sight to support tenant experience with a focus on occupant comfort, cleaning and pest management
Conducts daily floor reviews, observations, audits and other types of reviews of common and tenant areas (cleanliness and occupant comfort and general conditions of the environment)
Monitors and facilitates continuous improvement of occupant comfort
Prepares and submits regular status reports on initiatives and tenant experience projects.
Uses operational knowledge of the facility to provide swift resolution of any challenges experienced by employees or visitors
Submits work orders for maintenance, workspace or janitorial issues that are identified.
Actively monitors open work orders / service calls to ensure swift resolution. Analyzes work order data for opportunities including trend analysis and opportunities for continuous improvement.
Actively participates in Tenant OHS committee meetings to understand concerns and coordinate effectively with operations team.
Consults with tenant representatives to identify and understand new items or situations to be addressed.
Provides tenant representatives with updates on actions / status of solutions that are being implemented.
Informs and updates tenants of status of projects in the facility that are impacting them and brings any tenant concerns to the project delivery and operations team for resolution and mitigation.
Reporting and Communication
Provides weekly and monthly status reports to PSPC and the Property management team on outstanding or in progress items and identifies new items for resolution.
Works with communications specialist to inform tenants of related activities as required by the property management team
Responsible for the ongoing management of cleaning and pest control vendors including oversight of performance management by Property Service Coordinators.
Works with vendors to identify service improvement opportunities to support continuous improvement of occupant experience.
KNOWLEDGE & SKILLS
University or College Degree (Bachelors level or greater)
5 + years’ experience in property management, accommodations or facilities management or related fields
Experience in customer service and client facing activities
3-5 years in a managerial capacity
Ability to meet deadlines with attention to detail
Experience managing customer relationships
Experience and understanding of change management practices
Excellent communication skills
Fluently bilingual in French and English (both written and oral)
Able to work well independently and be a team player
Skilled in strategic and critical thinking
Has excellent relationship building and relationship management skills
Excellent influencing and conflict resolution skills
Able to take a leadership role on various initiatives and motivate and engage team members in the resolution of projects and initiatives
Excellent problem-solving skills.
Background in mechanical or electrical engineering, knowledge of building systems, understanding of large complex or portfolio level planning are considered an asset.
Able to meet requirements for Federal Security Clearance