Location

Royal Bank Building - 335 - 8th Avenue SW

Business

At Brookfield Properties, our global network and relationships are here for our tenants and partners — wherever they are in the world. Where going to work never feels routine. We integrate commercial real estate with world-class shops, restaurants, and entertainment, creating spaces where work and play don’t just coexist, but thrive. If you’re ready to be a part of our team, we encourage you to apply.

Job Description

DESCRIPTION: 

This managerial position supports and assists the Senior Property Manager in ensuring the successful day-to-day operations of the property. It requires an individual who exemplifies professionalism, service excellence, attention to detail, and a focus on quality.

The role is a Brookfield Ambassador specializing in relationship management with high-profile tenants within the Bankers Hall Complex.  The position is the conduit and liaison for tenants through constant communication and follow-up with other departments ensuring a timely resolution to operational issues while minimizing tenant impact.  Supervising and providing direction to the Tenant Services and Marketing teams 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 Senior Property Manager this role ensures tenant satisfaction, budgets and capital plans are prepared and managed as per objectives; negotiation, award, and monitoring of building contracts in accordance with policies; preparation of property and monthly financial reports within the required timelines; timely communication with tenants, contractors, and employees; best in class service provision in our tenant amenities and successful execution of our annual retail marketing campaign. 

The incumbent will assist the Senior Property Manager in overseeing the operational and administrative functions associated with the property, ensuring the asset is managed and operated at the highest possible standard in accordance with Brookfield’s goals, objectives and all applicable codes, environmental requirements, and government legislation.

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 professionally to ensure tenant satisfaction.

Managing the day-to-day operations of the Tenant Services Department comprised of one Manager, Tenant Services, one Assistant Manager, Tenant Services, one Supervisor, Building Services, one Building Services Coordinator, two Building Services Technicians, one Receptionist and two Corporate Hosts. Monitoring and providing daily support, participating in performance management, setting objectives, and providing development through training and education.

Managing the day-to-day operations of the Marketing Department comprised of one Manager, Marketing and Events, one Assistant Manager Tenant Amenities, one Tenant Amenities Representative, one Conference Centre Representative and one Guest Services & Marketing Assistant. Monitoring and providing daily support, participating in performance management, setting objectives, and providing development through training and education.

Take personal responsibility to promote and adhere to all safety, health, and environmental policies. Lead by example to proactively identify, report, manage and mitigate potential hazards and follow through to resolution.

Ensure “Key Account Meetings” are conducted monthly with the large office tenants documenting discussions of their issues for distribution to all departments. Meet with other tenants on a regular basis and ensure all meetings are tracked and minutes are taken.  

In conjunction with the Manager, Tenant Services coordinated bi-annual tenant & occupant satisfaction surveys including the preparation of action plans for review and approval by the Senior Property Manager

Support the Assistant Manager, Tenant Services & the Tenant Services Manager with the day-to-day management of office and retail tenants, assisting with troubleshooting issues as required.

Ensure that annual tenant meetings are completed in Q1 of each year.

Provide oversight on all tenants' 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, recycling, Life Safety Manual and Tenant Information Guides are appropriately distributed.        

Ensure that new tenant orientation meetings are conducted to welcome tenants appropriately and educate them on the building regulations, procedures, and contacts.

Routinely review to ensure the Tenant Information Guide, Tenant Contact Database and website information are accurate and continuously updated. 

Work with the Marketing team to ensure Axiis App updates are accurate and timely.

Oversee the Assistant Manager, Tenant Services, in management of the Accounts Receivable process, ensuring that all outstanding balances are followed up on a timely basis and that the A/R is always current. 

Management of the administration of all lease documentation, storage area management and leases ensuring the information is kept updated and accurate at all times. Ensure that leases are reviewed in a timely manner when received from Legal to identify sections which impact the property including but not limited to rent, operating costs, parking and storage.

Provide oversight in preparing documentation for building certifications when required & assist with building initiatives such as Environment and Sustainability projects.

Working with the team to liaise with base building contractors on projects, ensuring they are completed as scheduled and in accordance with the budget guidelines. These include, but are not limited to, window cleaning, landscaping, waste removal, carpet cleaning, pest control, janitorial, porter services, parking, and common area repairs.

Management of the Fitness Centre contract ensuring that tenant needs are met and best-in-class service is always provided.

In conjunction with the Marketing Manager ensuring that the Tenant Amenities are effectively managed and activated to engage tenants.

Manage the $3.5 million Janitorial contract to ensure the contractor complies with the agreement, monthly costs are within the established budget, and the service provided meets the tenants' and Brookfield’s expectations. Conduct monthly meetings and inspections as required.

Lead monthly parking contract meetings and assist with parking recommendations to improve the parking experience, maximize revenue, and ensure parker satisfaction. Review monthly parking reports and ensure the data is cross-referenced with tenant lease information.

Support the Manager, Tenant Services in managing the internal Porter services contract to ensure that the contractor maintains compliance with the key performance areas of the agreement, monthly costs are within the established budget and the service provided meets the tenants' and Brookfield’s expectations.  Ensure that monthly meetings are conducted and inspections completed as required.

Support the Marketing Manager in generating the annual retail marketing plan, ensuring that the plan along with recommendations for expenditures from the promotional fund are presented to the Senior Property Manager within the first two months of each year

Assisting the Senior Property Manager to generate and compile the monthly financial report.  Assist and provide support to the managers regarding variance comments and other requirements included in the monthly reports.

Assisting the Senior Property Manager with budget preparation, contract negotiation and management of operating costs by adhering to purchasing processes, reviewing and approval of all billings, and maintaining accurate maintenance and administrative records. Assist and provide support to the managers to ensure accurate and timely entry into YARDI relating to day-to-day expenses and one-time projects.

Other duties as assigned.

QUALIFICATIONS

SERVICE / PERSONAL SKILLS: 

A proven leader, who exhibits and insists on a standard of excellence, and shares our vision to work collaboratively with others to meet our commitment to providing outstanding customer service. The ideal candidate works independently and has the proven ability to deal with difficult/sensitive situations. In addition, the successful candidate will have strong communication and organizational skills with the ability to multitask.

This includes an ability to manage competing priorities; prioritize tasks and respond proactively while maintaining a calm environment for both internal and external clients.

EXPERIENCE & TECHNICAL SKILLS:

Minimum 7 years working experience in a large commercial building environment.

Minimum 5 years management experience.

Minimum 5 years of experience with direct supervision of staff

EDUCATION / DESIGNATIONS / LICENSES:

University degree is an asset

Possess or working towards RPA, FMA or CPM.

We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.

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