Property Manager

Job Description – Mall Manager

Position

Mall Manager

Reporting To

Managing Director / Director

Location

Mall Premises

Job Summary

The Mall Manager is responsible for the overall operations, profitability, maintenance, tenant relations, customer experience, leasing coordination, and administration of the mall. The role requires ensuring smooth day-to-day functioning while maximizing occupancy, footfall, revenue, and customer satisfaction.

Key Responsibilities

Operations Management

• Oversee the daily operations of the entire mall.
• Ensure all facilities operate efficiently and safely.
• Monitor housekeeping, security, parking, landscaping, and maintenance services.
• Ensure uninterrupted functioning of utilities such as electricity, water, lifts, escalators, HVAC, and DG sets.

Tenant Management

• Build and maintain strong relationships with all tenants.
• Resolve tenant complaints and operational issues promptly.
• Coordinate tenant fit-outs, store openings, and renovations.
• Monitor lease compliance, operating hours, and brand standards.

Leasing & Business Development

• Coordinate with the leasing team to achieve maximum occupancy.
• Identify opportunities to attract reputed national and international brands.
• Assist in lease negotiations and renewals.
• Monitor vacant units and develop strategies to reduce vacancies.

Revenue & Financial Management

• Monitor rental collections and common area maintenance (CAM) charges.
• Control operational expenses and optimize costs.
• Prepare monthly budgets, revenue reports, and expense statements.
• Ensure timely payment of vendor invoices and service contracts.

Marketing & Events

• Plan promotional activities, exhibitions, festivals, and seasonal events.
• Increase mall footfall through marketing initiatives.
• Coordinate with advertising agencies and digital marketing teams.
• Build relationships with local businesses and community organizations.

Customer Experience

• Ensure a clean, safe, and welcoming environment.
• Address customer complaints professionally.
• Monitor customer feedback and implement improvements.
• Maintain high standards of service across the property.

Team Management

• Supervise security, housekeeping, maintenance, front office, parking, and administrative staff.
• Recruit, train, and evaluate employees.
• Conduct regular staff meetings and performance reviews.
• Maintain discipline and operational efficiency.

Safety & Compliance

• Ensure compliance with all statutory regulations.
• Conduct regular fire safety drills and emergency preparedness training.
• Coordinate inspections with local authorities.
• Maintain all operational licenses and compliance records.

Vendor Management

• Appoint and supervise maintenance contractors and service providers.
• Evaluate vendor performance and negotiate service contracts.
• Ensure quality standards and timely completion of work.

Reporting

• Prepare daily, weekly, and monthly operational reports.
• Report occupancy, revenue, footfall, maintenance issues, and customer feedback to management.
• Analyze business performance and recommend improvements.

Qualifications

• Bachelor’s degree in Business Administration, Hospitality Management, Facility Management, Real Estate, or a related field.

Experience

• 2-10 years of experience in mall management, commercial real estate, retail operations, hospitality, or facility management.
• Experience managing multiple retail brands and commercial properties is preferred.

Skills Required

• Strong leadership and team management.
• Excellent communication and negotiation skills.
• Financial planning and budgeting.
• Tenant relationship management.
• Vendor and facility management.
• Marketing and event planning.
• Problem-solving and decision-making.
• Knowledge of safety regulations and statutory compliance.
• Proficiency in MS Office and ERP/property management software.

Key Performance Indicators (KPIs)

• Occupancy percentage.
• Rental collection efficiency.
• Increase in footfall.
• Tenant satisfaction.
• Customer satisfaction ratings.
• Cost optimization.
• Operational uptime.
• Event success and revenue generation.
• Compliance with safety and statutory requirements.

Salary

As per experience and industry standards, with performance-based incentives.

This JD is suitable for managing a commercial mall with retail brands, restaurants, entertainment, and food courts, such as your Food Hub Mall. If your mall includes a resort, banquet hall, and hospitality operations, I can also create a combined Mall Operations Manager JD covering all those business units.