Position Summary

The Tenant Services Administrator plays a vital role in delivering an exceptional tenant experience by serving as a primary point of contact for tenants, vendors, and visitors. This role is highly service-focused, supporting daily interactions, acting as the main point of contact for inquiries, and ensuring tenants feel supported, informed, and valued within their workplace environment.

Working closely with Property Management, Tenant Experience, and Operations teams, the Tenant Services Administrator helps coordinate tenant requests, organize events, and collaborate with tenants to maximize their on-site experience. This role fosters positive relationships and promotes a strong customer-service culture throughout the portfolio.

Key Responsibilities

Tenant, Vendor & Visitor Relations

• Ensure a high level of tenant relations is maintained through regular contact and proactive attention to tenant needs
• Professionally and courteously handle all inquiries, feedback, complaints, or concerns in a timely manner
• Review Tenant Experience Survey results providing responses where necessary 
• Foster a strong customer service culture amongst all team members
• Promote usage of tenant-facing technology 
• Ensure accuracy and completeness of tenant chargeback invoices, obtaining written sign-off from tenants prior to commencing projects or requests 
• Respond to tenant and visitor inquiries, escalating complex issues when needed
• Coordinate with tenant move-in/move-out processes, including parking, signage, and welcome breakfast/tour/presentation, along with closeout walk-through following project completion
• 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 the program planning and Tenant Experience Calendar for properties within portfolio, in line with overarching Tenant Experience Calendar. 
• Review tenant insurance certificates, and other documents to ensure compliance and maintain up-to-date records.

Event Planning & Engagement

• Execute tenant events and community-building activities such as holiday breakfasts, BBQs, and appreciation days with guidance from tenant experience team
• Provide administrative support to Tenant Experience and Marketing teams to support campaigns and communications, and increase service levels
• Coordinate on-site fitness classes, wellness programs, and other tenant amenities

Safety & Emergency Preparedness

• Assist with annual fire drills and fire warden meetings, ensuring compliance with fire safety plans, and coordinate maintenance as required
• Maintain and update tenant, vendor, and contractor contact information, including fire warden lists and emergency contacts. Conduct regular reviews of lists.

Operations & Office Administrative Support

• Support the Tenant Request and Preventative Maintenance programs; ensure work orders are completed promptly
• Review and verify tenant insurance certificates annually to confirm they are up to date
• Prepare documents, letters, meeting minutes, and reports as requested through the use of AI templates
• Answer the main telephone line and act as main point of contact for inquiries through Connect by Crown and respond to general inquires
• 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 FROM TIME TO TIME

Education & Experience Requirements

• Post-secondary education in Hospitality and Tourism, Marketing, Business Administration, or related field, required 
• Experience in customer service-driven roles, preferred 
• Experience in a hospitality or tourism-focused role, 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

What We’re Looking For

• 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
• Someone who is comfortable using technology and open to learning new tools that enhance tenant engagement and service delivery

Why join Crown?

• Base salary: $55,000-65,000 CAD per year, based on experience and qualifications
• Eligibility for discretionary annual performance bonus linked to individual, team, and company goals
• Comprehensive health benefits 
• Pension matching program to support your long-term financial security  
• Professional development and membership dues coverage 
• This role is for an existing vacant position

About Us

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. Managing 10+ million square feet and more than $3 billion in assets, we combine 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, Crown is committed to building exceptional workplaces, fostering an inclusive culture, and leading ESG initiatives that make a real impact.

Accommodations

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.

Legal Disclaimers

Work Authorization

Applicants must be legally entitled to work in Canada at the time of application, and during their employment at Crown.

Third-Party Recruiters

Crown does not accept unsolicited resumes from recruitment agencies. Please do not submit resumes or candidate information without prior written agreement. We are not responsible for any fees related to unsolicited submissions.

Assessment / Artificial Intelligence

As part of our recruitment process, Crown may require candidates to complete behavioral assessments. Some elements of this process may involve the use of AI-driven tools to help us better understand your strengths and working style. These tools are designed to support fair and consistent evaluations and ensure the best possible fit for the role and our team. AI may be used as a supportive tool; however, final decisions are made by humans.