Tenant & Guest Relations

The Tenant & Guest Relations role is responsible for managing tenant onboarding and standards management while ensuring strong tenant relationships, operational compliance, and seamless coordination between tenants, landlords, and internal teams. The role also plays a key role in enhancing the overall complex guest experience in alignment with Seven guest service standards, brand values, and experiential objectives.

• Facilitate communication between internal teams, vendors, and external consultants.
• Support project management activities, ensuring tasks are completed within deadlines and budgets.
• Manage escalations and disputes
• Maintain databases, tenancy logs, and documentation with high accuracy.
• Prepare reports for managers, including updates on occupancy, arrears, and compliance.
• Manage and track complaints, ensuring timely resolution and documentation.
• Provide administrative support across departments and assist with high-pressure multitasking.
• Monitor Guest Service data, complaints, NPS, mystery shopper score and comments, to develop action plans to maintain and improve
• Liaise with property management teams to address maintenance, repairs, and tenancy-related concerns.
• Support leasing and occupancy optimization
• Conduct market analysis to support pricing, renewals, and portfolio decisions.
• Work with central GX team on Guest service and rewards
• Act as the primary point of contact for tenants, landlords, and key external stakeholders.
• Lead communication and relationship management to ensure tenant satisfaction and issue resolution. Along with leading the tenant management platform
• Conduct regular tenant performance meetings.
• Manage escalations, complaints, and disputes to ensure timely and effective resolution.
• Support cross-functional coordination related to tenancy matters impacting operations and projects.
• Coordinate tenant participation in activations and events,
• Handle move-in and move-out processes, including inspections, check-ins, check-outs, referencing, and immigration checks.
• Maintain accurate tenancy records using operating systems and databases.
• Conduct guest journey audits and readiness checks, activation and engagement Success
• Ensure compliance with rental laws, health & safety regulations, and internal policies.
• Conduct regular meetings with all tenants to ensure satisfaction

Minimum Qualifications:

Bachelor's Degree in Business Administration Property Management / Hospitality Management or relevant major .

Required Experience:

8 - 9 years of relevant experience with 4 years in Managerial/Supervisory Experience