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About the Role

The Tenant Services Administrator is a key contact for tenants, vendors, and visitors, focused on delivering an exceptional tenant experience. This role supports daily interactions, manages inquiries, and ensures tenants feel valued. You will collaborate with Property Management, Tenant Experience, and Operations teams to coordinate requests, organize events, and enhance the on-site experience, fostering positive relationships and a strong customer-service culture.

Responsibilities

Maintain a high level of tenant relations through regular contact and proactive attention to tenant needs.
Handle all inquiries, feedback, complaints, or concerns professionally and courteously in a timely manner.
Review Tenant Experience Survey results and provide responses as needed.
Foster a strong customer service culture amongst all team members.
Promote the usage of tenant-facing technology.
Ensure accuracy and completeness of tenant chargeback invoices, obtaining written sign-off before commencing projects or requests.
Respond to tenant and visitor inquiries, escalating complex issues when needed.
Coordinate tenant move-in/move-out processes, including parking, signage, welcome events, and closeout walk-throughs.
Assist in parking administration and coordinate with third-party parking management.
Maintain, process, and distribute tenant correspondence, letters, notices, and memos.
Maintain up-to-date records of interactions with tenants, including bookings.
Manage program planning and the Tenant Experience Calendar for properties within the portfolio.
Review tenant insurance certificates and other documents to ensure compliance and maintain up-to-date records.
Execute tenant events and community-building activities with guidance from the tenant experience team.
Provide administrative support to Tenant Experience and Marketing teams for campaigns and communications.
Coordinate on-site fitness classes, wellness programs, and other tenant amenities.
Assist with annual fire drills and fire warden meetings, ensuring compliance with fire safety plans, and coordinate maintenance.
Maintain and update tenant, vendor, and contractor contact information, including fire warden lists and emergency contacts.
Support the Tenant Request and Preventative Maintenance programs, ensuring work orders are completed promptly.
Review and verify tenant insurance certificates annually.
Prepare documents, letters, meeting minutes, and reports using AI templates.
Answer the main telephone line and act as the main point of contact for inquiries through Connect by Crown.
Maintain online filing systems for correspondence, invoices, and contracts.
Manage meeting room bookings and conference call setups.
Keep office and common areas neat, stocked, and welcoming.
Handle incoming and outgoing mail and courier services.
Perform other related responsibilities as requested.

Requirements

Post-secondary education in Hospitality and Tourism, Marketing, Business Administration, or a related field.
Experience in customer service-driven roles is preferred.
Experience in a hospitality or tourism-focused role is considered an asset.
Must have access to a vehicle and hold a valid G driver’s licence to travel between properties.
Proficiency with Microsoft Office Suites, including Word, Excel, PowerPoint, Outlook, and SharePoint.
A service-oriented professional who takes pride in delivering a positive, responsive, and welcoming experience for tenants.
A collaborative team player who contributes to a strong customer service culture.
A strong communicator who builds rapport easily and handles inquiries, concerns, and requests with professionalism and care.
A proactive problem-solver who anticipates tenant needs and follows through to resolution.
Comfortable using technology and open to learning new tools that enhance tenant engagement and service delivery.
Applicants must be legally entitled to work in Canada.

Skills

Customer Service
Tenant Relations
Event Planning
Administrative Support
Microsoft Office Suite
Communication
Problem-Solving
Technology Usage

Location

Toronto
GTA
Ottawa

Work Type

Onsite

Experience Level

Not specified

Education Level

Post-secondary education in Hospitality and Tourism, Marketing, Business Administration, or related field

Salary/Compensations

$55,000-65,000 CAD per year

Benefits

Eligibility for discretionary annual performance bonus
Comprehensive health benefits
Pension matching program
Professional development and membership dues coverage

About the Company

Crown is a leading real estate investment and management firm with over 20 years of experience transforming office spaces across Toronto, the GTA, and Ottawa.
Manages 10+ million square feet and more than $3 billion in assets.
Combines smart investments with operational excellence and sustainability.
Recognized as one of Canada’s Top Small & Medium Employers, Greater Toronto’s Top Employers, and Canada’s Greenest Employers.
Committed to building exceptional workplaces, fostering an inclusive culture, and leading ESG initiatives.

Equal Opportunity

Crown is committed to providing reasonable accommodation to candidates with disabilities throughout the recruitment process and during employment, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any stage, please contact Human Resources.