Manager, Tenant Services

Brookfield Properties - Calgary, AB (30+ days ago)

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At Brookfield Properties (Canada) Inc. we are in the business of owning, managing and developing premier office properties globally. The quality and location of our landmark office properties continue to attract the best and most successful organizations across these regions. In Canada, we own and manage properties in three major cities - Toronto, Ottawa and Calgary. We are a leader in the commercial real estate market because of our greatest asset, our people. We look for talented individuals to join our growing organization and share our passion towards service excellence for our tenants and clients. If you possess outstanding interpersonal skills, are customer driven, and are innovative, then we encourage you to take your career to the next level and apply for this exciting opportunity with us.

DESCRIPTION:
The Manager, Tenant Services is a managerial position specializing in relationship management with high profile tenants within Fifth Avenue Place. Through constant communication and follow up with other departments ensuring a timely resolution to operational issues. Supervising and providing direction to the Tenant Services team to ensure the appearance of the exterior and interior common areas of the complex are always maintained to the highest standard. Working closely with the Property Manager and General Manager to ensure budgets and Capital plans are prepared and monitored; negotiate, award and monitor building contracts; prepare property reports; liaise with tenants, contractors and employees.

There is a very strong focus on the management and enhancement of internal relationships with property staff and external relationships with the high profile tenants in the building, ensuring service levels continually meet Brookfield Properties standards of superior customer satisfaction while maintaining the property at a Class "A" standard at all times.

Supervising and providing direction to the Tenant Services department to ensure the complex is presented at the highest standard while meeting tenant expectations on a daily basis.

RESPONSIBILITIES:
Primary tenant contact for escalated inquiries and requests, requiring detailed coordination and communication between the tenants, operations, security, construction, accounting and building services ensuring all requests and concerns are dealt with in a professional manner to ensure tenant satisfaction.
Provide support and guidance to the Tenant Services department with the day-to-day administrative and operational functions in a supportive and proactive manner;
Develop and maintain an effective team through proper selection, training/development and assignment of personnel;
Responsible for tenant services management and trade management relationships and retention;
Ensure department is operating within the annual budget guidelines, achieving their goals on annual initiatives;
Work with Coordinator, Tenant Services, Property Manager, and Financial Services take a leadership role in monitoring that the Accounts Receivable process is followed on a timely basis ensuring A/R is always current.
Ensure execution of all lease administrative responsibilities are being performed, identify opportunities including ensuring the retail mix is innovative and successful;
Manage internal relationships ensuring that national initiatives with emphasis on enhancing asset value for ownership through the implementation of the strategic financial plan including annual operating and capital plans, operating initiatives, corporate objectives, continuing employee development and ensuring the Brookfield service culture is maintained;
Actively participate in local committees and industry associations such as BOMA;
Participate in regional and national initiatives, offering a leadership role in Brookfield's programs.
Ensure the building is continually maintained to a Class "A" Standard by overseeing the day to day activities of Tenant Services staff and liaising with base building contractors on projects ensuring they are completed as scheduled and in accordance with the budget guidelines including; snow removal, window cleaning, landscaping, waste removal, carpet cleaning, pest control, parkade cleaning, common area housekeeping and repairs.
Oversee the supervision of the $2 million janitorial contract to ensure contractor maintains compliant with the agreement and monthly costs are within the established budget and the service provided meets the tenants and Brookfield's expectations.
Oversee the monthly "Key Account Meetings" with the large tenants to ensure the meetings are documented and their issues are communicated and resolved by all departments. Chair quarterly tenant focus meetings minuting critical information for ongoing development of tenant service.
Coordinate all tenant move-in/move-out(s) in conjunction with construction, operations, security and building service/loading dock ensuring all procedures are followed. Ensuring signage, access cards, mailboxes, recycling, move-in packages, Life Safety manual and Tenant Information Guides are appropriately distributed. Conduct New Tenant Orientation meetings to ensure tenants are educated on the building regulations, procedures and contacts.
Ensuring the Tenant Information Guide, tenant database, web site information is kept current at all times.
Assisting with the administration of all lease documentation, tenant insurance certificates, monthly parking and storage area management ensuring the information is updated and kept accurate at all times.
Assisting the Property Manager with budget preparation, contract negotiation and management of operating costs for this area by adhering to purchasing processes, reviewing and approval of all billings, maintaining accurate maintenance and administrative records.
Other duties as assigned

QUALIFICATIONS:
SERVICE / PERSONAL SKILLS

A proven leader that exhibits and insists on a standard of excellence and shares Brookfield's vision to work collaboratively with others in meeting our commitment to providing outstanding customer service. The ideal candidate works independently and has the proven ability to deal with difficult and sensitive situations. In addition, the successful candidate will have strong communication, interpersonal and organizational skills with the ability to manage competing deadlines.

Outgoing, diplomatic, confident, mature and self-motivated describes the ideal candidate. Strong leadership skills with experience in developing and motivating staff to their highest potential, while continuously improving processes and practices. Must always conduct oneself in an honest and ethical manner.

We thank all applicants for their interest; however, only those selected for pre-screening will be contacted.

Brookfield Properties (Canada) Inc. is an equal opportunity employer committed to the inclusion and accommodation of all individuals.

EXPERIENCE & TECHNICAL SKILLS

Minimum five (5) years hands-on operational experience in a large commercial building environment.
Minimum three (3) years management experience overseeing employee development and dealing directly with employee issues.
Experience in preparation of business plans, operating budgets, marketing plans, lease negotiations and administration.
Knowledge on general building maintenance and operations.
Knowledge of legal contract administration, project management, accounting procedures including budgeting and reporting.
Strong working knowledge of Microsoft Office software.

EDUCATION / DESIGNATIONS / LICENSES:
University degree
Possess or working towards RPA, FMA or CPM.
We thank all applicants for their interest; however, only those selected for pre-screening will be contacted.

Brookfield Properties (Canada) Inc. is an equal opportunity employer committed to the inclusion and accommodation of all individuals.

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