ABOUT THE JOB The Tenant Relations Executive serves as the professional communication link between Food Hall Management and all kiosk tenants, ensuring that requests, feedback, notices and compliance matters are recorded, coordinated and resolved within agreed timelines.
The role acts as a liaison between Food Hall Management and tenants, ensuring smooth operational activities, resolving issues and maximising tenant satisfaction, thereby contributing to the overall success of the Food Hall.
Relationship management: Build trust and foster strong, long-term partnerships with F&B tenants as the primary point of contact.
Operational excellence: Facilitate smooth day-to-day operations and swiftly resolve conflicts or site issues.
Tenant success and retention: Support tenant performance to maximise sales, overall Food Hall profitability and tenant retention.
📍 Location: Country Market, Thu Duc City, Ho Chi Minh City
💰 Salary: 14,000,000 - 20,000,000 VND/month
🕘 Working Hours: Monday to Friday, 9:00 AM - 6:00 PM
KEY RESPONSIBILITIES
A. Tenant interface and records management
Maintain contact lists, operating records, tenant information and official communication channels for each kiosk; keep data current and confidential.
Coordinate and monitor Tenant Relations activities within the assigned scope of responsibility; ensure that all requests, feedback, complaints and follow-up actions are properly documented and routed to the appropriate point of contact.
Review the quality and consistency of notifications, minutes, tickets, reports and information intended for tenants before issuance or escalation to management, within the assigned scope of responsibility.
B. Requests, complaints and escalation
Receive requests, feedback and complaints through approved channels; create tracking tickets, classify priority, assign the correct team and provide updates until closure.
Monitor outstanding cases and commitments made to tenants; proactively follow up with the relevant departments and report to management when there is a risk of delay.
Classify and escalate tenant-related issues based on their level of impact and the authority required to address them. Issues involving safety, fire and life safety, significant operational disruptions, repeated violations, disputes or reputational risks must be reported immediately to the
Assistant Manager and/or General Manager in accordance with the applicable procedures.
C. Floor operations monitoring and cross-department coordination
Orient new tenants on the operations handbook, building rules, delivery, fit-out, access-card, safety, fire-safety, hygiene and waste procedures.
Conduct checklist-based observations of kiosk operations; record deviations relating to opening hours, presentation, storage, hygiene, odour, noise, deliveries and front-of-house areas for follow-up.
Coordinate procedures for fit-out, repairs, maintenance, bulk deliveries, events or after-hours activities; do not approve matters beyond delegated authority.
Coordinate with Security, Cleaning, Engineering, Delivery Support and Building Management to address tenant needs; immediately escalate safety or reputational risks.
D. Communication, tenant engagement and reporting
Issue notices, maintenance schedules, event instructions and operational changes in clear language; retain delivery/receipt evidence and confirm critical communications.
Organise tenant meetings, satisfaction surveys and engagement programmes; prepare minutes, action lists and follow up on stakeholder commitments.
Prepare periodic reports on requests, complaints, response times, recurring issues, compliance status and improvement recommendations.
E. Internal guidance and authority limits
Provide Tenant Relations personnel with guidance on communication procedures, request logging, situation handling and service standards; provide support in managing difficult or sensitive cases.
Personnel must not independently approve any waivers, amend policies or regulations, impose penalties, provide compensation, or make commercial commitments to tenants without prior approval from the duly authorised approving authority.
CANDIDATE REQUIREMENTS
Mandatory
College/University degree in Business Administration, Hospitality Management, Marketing or related fields.
Excellent communication, negotiation and problem-solving skills; ability to build and maintain strong relationships with diverse stakeholders.
Dynamic, proactive, highly responsible, and capable of working independently as well as in a team.
Proficient in office IT (Word, Excel, PowerPoint) and English (listening, speaking, reading, writing).
Polite, friendly, proper attitude.
Professional and gentle manner.
Preferred
Experience working in a Food Hall environment or knowledge of the F&B industry.
HOW TO APPLY
Submit your application with a CV to [protected info] or click Submit in this post to get chance to join SSA