Job Role

The Front Desk & Tenant Assistant is responsible for providing professional front-office support while assisting with day-to-day tenant and property management activities. The role serves as a key point of contact for tenants, visitors, service providers, and other stakeholders, ensuring that enquiries, requests, complaints, and administrative matters are handled promptly and professionally.

2. PURPOSE OF ROLE

The purpose of the role is to:

• Provide a professional and welcoming front-desk experience for tenants and visitors.
• Serve as a first point of contact for tenant enquiries and requests.
• Support effective communication between tenants, property management, and service providers.
• Receive, record, and follow up on tenant complaints and maintenance requests.
• Maintain accurate tenant and property-related records.
• Support day-to-day administrative and property management activities.
• Ensure tenant concerns are escalated and resolved within the appropriate timelines.
• Contribute to positive tenant relationships and overall tenant satisfaction.

3. DUTIES & RESPONSIBILITIES

A. Front Desk & Reception Management

• Welcome and professionally attend to tenants, visitors, contractors, and other stakeholders.
• Receive and direct telephone calls, emails, and walk-in enquiries to the relevant person or department.
• Maintain a professional and organized reception area.
• Manage incoming and outgoing correspondence and deliveries.
• Maintain visitor and contractor records where required.
• Provide accurate information to tenants and visitors within the scope of the role.

B. Tenant Support & Customer Service

• Act as the first point of contact for routine tenant enquiries and requests.
• Receive and document tenant complaints, concerns, and service requests.
• Follow up on outstanding tenant issues and provide updates on progress.
• Escalate unresolved or sensitive matters to the Property Manager or relevant department.
• Maintain professional and respectful communication with tenants at all times.
• Assist tenants with general information regarding property procedures, services, and facilities.

C. Maintenance & Service Request Coordination

• Receive and record maintenance and repair requests from tenants.
• Coordinate with maintenance teams, contractors, and service providers on reported issues.
• Track outstanding maintenance requests and follow up to ensure timely resolution.
• Update tenants on the progress of their requests.
• Maintain records of completed and pending maintenance issues.
• Escalate urgent property or maintenance matters promptly.

D. Tenant Records & Documentation

• Maintain accurate and up-to-date tenant records and contact information.
• Assist with maintaining tenancy-related documentation and correspondence.
• File tenant communications, requests, notices, and other relevant documents.
• Support updating tenant databases and property management systems.
• Maintain confidentiality of tenant and company information.

E. Administrative & Property Management Support

• Assist the Property Manager with routine administrative tasks.
• Prepare simple reports, schedules, registers, and tenant communication records.
• Assist in preparing and distributing tenant notices and general communications.
• Support coordination of property inspections, meetings, and tenant-related activities.
• Assist in monitoring common-area issues and reporting them to the relevant team.
• Support the smooth day-to-day administration of the property.

F. Tenant Communication & Engagement

• Communicate property updates, notices, and relevant information to tenants.
• Assist in coordinating tenant meetings and communication activities.
• Maintain professional relationships with tenants and other stakeholders.
• Identify recurring tenant concerns and bring them to management's attention.
• Support initiatives aimed at improving tenant experience and service delivery.

G. Reporting & Follow-Up

• Maintain daily records of tenant enquiries, complaints, requests, and resolutions.
• Prepare regular updates on outstanding tenant issues and maintenance requests.
• Follow up on pending actions with relevant departments and service providers.
• Ensure issues are properly documented and closed once resolved.
• Provide timely updates to the Property Manager on significant tenant matters.

Qualification

4. QUALIFICATIONS

• Diploma or Bachelor's degree in Business Administration, Real Estate, Property Management, Hospitality, Customer Service, Office Administration, or a related field.
• 1–2 years of experience in front office, customer service, property management, administration, or a similar role.
• Experience in a real estate or property management environment will be an added advantage.
• Proficiency in Microsoft Office, particularly Word and Excel.
• Experience using property management or customer management systems is an advantage.

5. CORE COMPETENCIES

• Front office and reception management.
• Customer service and tenant relations.
• Complaint handling and issue resolution.
• Administrative and record-keeping skills.
• Basic reporting and documentation.
• Microsoft Office proficiency.
• Ability to maintain accurate tenant records.
• Effective follow-up and coordination skills.
• Ability to handle telephone, email, and walk-in enquiries professionally.