Property Coordinator (Retail)

Property Coordinator (Retail)

V&A Waterfront | Cape Town, WC, ZA

Posted a month ago

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Property Coordinator (Retail)
V&A Waterfront
2022-09-27 Cape Town CBD

Job Ref #: VAWSPC001
Industry: Property
Job Type: Permanent
Positions Available: 1
Reporting to the Retail Manager, the incumbent will be responsible for tenant management. This will entail tenant liaison and relationship management between tenants and internal business departments to ensure operational excellence and continuous trade.

Job Description

Reporting to the Retail Manager, the incumbent will be responsible for tenant management. This will entail tenant liaison and relationship management between tenants and internal business departments to ensure operational excellence and continuous trade. Moreover, they will proactively manage tenants performance in terms of turnover, rental collection and arrears management collaboratively with various internal business departments. They will also be responsible for general administration

Job Requirements

Job Objectives :

Tenant Liaison

Act as PR / liaison and general contact point for tenants regarding any queries relating to the conduct and operation of their business in accordance with the agreed lease, rental payments / arrears
Be readily available as point of contact for tenants (customer service is key; response must take place within 24 hours / 1 business day)
Ensure excellent customer service to all tenants and operational excellence
Set up quarterly meetings to discuss performance, marketing, and operational issues / requirements.
Meet regularly with tenants on day-to-day operational requirements / issues and ensures prompt follow up on all problems
Ensure that written responses / minutes are sent to tenants and file a copy in tenant file within 7 days
Act as V&A ambassador and communicate relevant V&A news alongside Marketing
Connect tenants with relevant marketing manager regarding store launches (new and/or existing)

Tenant Management and Administration

Manage and facilitate the entire tenant life-cycle with the relevant departmental parties from the handover sign-off to the take back sign-off
Ensure highest presentation standards are maintained at all times (according to house rules, lease agreement obligations etc.)
Ensure timely tenant payments
Manage tenant’s performance in terms of turnover, rental collection and arrears management with various internal business departments
Identify lowest performance per category and monitor proactively
Evaluate turnover reports and send letters to tenants that exceed 20% COC
Chair meetings with underperforming tenants
Effectively control tenant turnover
Assist Finance on collecting outstanding Turnover Declaration Forms
Assist with the planning and devising of forecast budgets for following financial year
Submit monthly report to Retail Manager on all issues dealt with or arising
Manage tenant files and OTL
Enforce refurbishment clauses
Submit rent relief motivations where appropriate
Check billing reports on a monthly basis and understand rent variances and highlight incorrect cost allocations to relevant parties (Leasing and finance)
Keep track of all critical correspondence

Tenant Renewals or New Lets

Ensure all relevant paperwork has been distributed in-house as well as to tenant
Understand terms of the renewal with specific focus on special conditions attached
Forward plan submissions for revamp to tenants as per OTL
Manage critical dates and beneficial occupation periods, and motivate extensions and delays should it be necessary
Ensure that necessary deposits/top ups are in place prior to handover of new sites or renewal date commencements of existing tenants
If there are issues with what was agreed in the OTL and what is happening on the ground, assess the situation and motivate to the Landlord why this should change in the lease or OTL, alternatively if it is correct
manage the tenant to act in accordance with what has been agreed
Expiries should be managed 8 – 10 months in advance and relevant parties within the business should be informed of the expiry date of those leases
Property Administrators have to meet with and formally communicate expiry dates within six month of lease expiry
Advise Leasing of any potential upcoming vacancies for reasons of:

- a breach of lease

- a mandate request by the tenant

- a lease expiry

- a COO percentage

Tenant Fit-outs and Refurbishments

Ensure that tenants adhere to what has been agreed in the lease and that the V&A is able to collect rent at the rent commencement date or on trade commencement (whichever is the earlier)
Identify / list revamps for the year
Allow access to the premises for measurement for plan designs
Deal with any operational and service delivery requirements (liaison with Ops team)
Deal with any retail marketing requirements/launches (liaison with Retail Marketing)
Facilitate plans submissions and concepts for approval
Window dressing / graphics / hoarding (Liaison with TI)
Ensure preparation of the premises for handover is as per specification given by TI team
Deal with any tenant installation requirements (liaison with TI)

Stakeholder Engagement

Communicates on all areas of responsibility with various internal departments (Development Operations, Legal, Information Center etc.)
Relationship management with Tenants (via site visits, meetings, phone calls, emails etc.)
Act as tenant representatives within the business
Connect various relevant stakeholder to resolve issues and deliver on specific issues


Daily site walks (at various times of day)
Weekly walk through's with operational departments (e.g. Civil and Cleaning)
Liaises with internal and external service providers, tenants and visitors as and when required
Interaction with Marketing from a promotions and activation's point of view with regards to their specific category and tenant performance
Staying abreast of internal developments, initiatives and industry trends to proactively drive and communicate this with tenants and other stakeholders
Identifies problem areas in area of responsibility and submits appropriate proposals for instituting corrective actions
Distribute meeting minutes and create monthly category reports for retail manager and executive
Collating and presenting data across the business
Ensuring that all tenant contact details are accurate and up to date.
Compile weekend duty report

Educational Requirements :

3 Year National Diploma in Property Management
Or 3 years relevant Retail or hospitality experience
Shopping Centre Management Diploma Advantageous

Knowledge Requirements :

Retail Working Environment
Facilities Management
National and international business trends
People and Relationship Management
Customer Service

Skills Requirements :

Customer Service
Emotional Intelligence
Conflict Resolution/Management
Communication (written and verbal)
Planning and Organizing
Time management
Logical Problem -solving
Quality Control and Risk Management
Report Writing
Presentation Skills
Computer Literacy

Experience Requirements :

3-5 Years’ Experience within Retail Property Environment
Or 3-5 years relevant experience in the Hospitality or Retail environment