Mall Operations Manager

DUTIES AND RESPONSIBILITIES:

A. TENANT RELATIONS

1. Merchants Assistance and Administrative Coordination

• Ensures facilitation of coordination of requirement of constructing tenants (new tenants and or renovating / existing tenants) with the objective that tenants open on time under minimal supervision of superior.
• Ensures timely and smooth turn-over of space to incoming (new tenants).
• Advises tenants on mall requirements for renovating tenants (existing tenants).
• Coordinates schedule of design briefing with incoming /existing tenant, Engineering and Leasing if necessary.
• Conducts briefing on house rules for constructing/renovating tenant.
• Act as liaison between tenant and Engineering on technical requirements.
• Submission of plans
• Transmittal to Engineering
• Should maintain a logbook for proper recording of constructing / renovating tenants
• Able to relay information related to construction works on time to concerned parties.
• Ensures completeness of Pre-construction checklist form.
• Conducts house rules briefing with tenants, its representatives, its employees before store opening.
• Well versed on mall house rules and operating guidelines of other departments (Accounting, Sales Audit, Marketing and Security).
• Ensures Completeness of Pre-Operations Checklist.
• Well versed on the documentation requirements before store opening.
• Participates in the technical inspection conducted by Engineering during tenants renovation.
• Knowledgeable of technical complexities of construction requirements.
• Relays on time pertinent information to concerned parties.

• 2. Account Management
• Attends to tenants concerns/inquiries and coordinates the same with different departments.
• Recommends courses of action.
• Communicates verbally or in writing on tenants concern.
• Participates in the collection initiated by Billing & Collection Department activity.
• Facilitates insurance claim of concerned parties.
• Assists during the inventory of tenants damaged items due to water leak etc.
• Attends to witness incidents such as water leak, fire etc.
• Reviews insurance of merchants and closely monitors its expiry date.
• Monitors tenants enrollment to Bio-augmentation and Kitchen exhaust program
• Monitors tenants enrollment to Pest Control program
• Initiates safety audit inspection of existing tenants and follow through compliance.
• Handles egressing tenants.
• Conducts egress briefing.
• Observes timely turnover of space
• Accomplishes Tenants Accountability Clearance Form (TACRF) within seven (7) days after receipt from Lease Admin Section.
• Prepares and submit management reports, performance review (monthly)
• Operating tenants update (monthly)
• Insurance update (monthly)
• Weekly progress report on constructing and renovating tenant
• Egress report
• Participates to emergency drills (fire and earthquake) and joins the emergency response team of the mall.
• Performs other mall operations related tasks as may be deemed necessary and/or directed by the Mall Operations Heads.

B. CUSTOMER SERVICE

• Attends to customer inquiries (either thru phone or at the customer service counter)
• Entertains and attends to the needs and complaints of the customer
• Pacify the complainant and resolve the complaint

C. SAFETY MANAGEMENT

• Assists and supports in the implementation of Environment, Health, and Safety programs
• Ensures that the security control plan is maintained for the mall areas by security provider
• Ensures statutory compliance on occupational health and safety
• Oversees Daily In/Out report of third-party hires