Job Description

SUMMARY

The Executive Tenant Services Manager is focused on delivering exceptional customer hospitality in a fast-paced environment prioritizing and meeting the needs of various concerned parties. This role facilitates various requests that ensures the comfort, convenience, and very specific requirements of a Senior Executive Team in a highly prestigious location are met with consistency and a high degree of professionalism. Coordination of various tasks, documenting scope requirements, monitoring contractor performance, minor event planning, execution of small projects, coordinating facility repairs, while managing precise and timely communication to all concerned parties are core functions of this role.

The optimal candidate will demonstrate strong interpersonal savvy, is highly detailed, precise and action-oriented responding in a demanding environment. They are skilled at balancing a sense of urgency with planning and executing mindfully.

Critical to this role is the ability to communicate and interact effectively at all levels - they are driven to serve and create memorable customer experience.

KEY DUTIES & RESPONSIBILITIES

Executive-level Customers

• Receive, process and validate service requests in a high paced environment by telephone, e-mail, or personal visits.
• Support executive level customers, visitors and employees in a friendly, knowledgeable and courteous manner.
• Able to exercise sound judgement, make decisions, provide direction, work with a high level of confidentiality and discretion.

Maintaining of site-specific documentation

• Maintain detailed service call / work order tracking as required.
• Updating of BGIS-based and Client-based tracking tools in a timely and consistent manner.

Client and Internal Communications

• High degree of emotional intelligence to navigate a pressure filled environment with competing concerned parties groups.
• Utilizing Client-based communications protocols, timely, consistent, and accurate communications to all applicable groups and individuals is critical.

Vendor Coordination and Management

• Review all contract work, report any discrepancies to the Regional Director and request Purchase Orders and open Work Orders as applicable.
• Delivery of small-scale tenant service projects by determining skills required, assisting with selection of contractors, monitoring performance, budget, quality control, and assigning work. Ability to manage many concerned parties, while meeting critical timelines is key to this role.
• Use operational knowledge of the facility in conjunction with close relationship with Landlord and Vendors to provide swift resolution of any challenges experienced by employees or guests.
• Co-ordinate BGIS Solutions and subcontracted forces to deliver required tenant services within the scope of the position and communicate all such activities to the team in a timely manner.

Liaison between BGIS and Client Staff

• Assist with minor event planning and meeting space set up for key executive meetings (i.e. Board, Executive Strategy and Planning sessions, important client meetings).
• Close communications with on-site staff on a daily basis to ensure open and clear exchanges of detail to avoid gaps or misinformation transfer.

KNOWLEDGE & SKILLS

• Highly effective interpersonal skills, with an emphasis on communication (verbal / written). (5+ years in a fast-paced corporate office environment)
• Strong organizational, coordination and documentation skills with the ability to multi-task. (5+ years in a fast-paced corporate office environment)
• Knowledge of project delivery and tendering processes. (5+ years of project delivery and vendor management)
• Superior client management / customer service skills. (5+ years in a fast-paced corporate office environment)
• Service oriented, customer-focused and with a “can-do” attitude. (5+ years in a fast-paced corporate office environment)
• Ability to work independently. (5+ years in a fast-paced corporate office environment)

Licenses and/or Professional Accreditation

• N / A