Staff Assistant

Overview

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

Responsibilities

The Staff Assistant is a highly visible, customer-focused position responsible for delivering exceptional service and administrative support within Eighth Avenue Place. Serving as a key ambassador for the property management team, this position is often the first interaction tenants, visitors, vendors, prospective tenants, and business partners have with the organization and plays a critical role in creating a positive and memorable experience.

This role is responsible for maintaining a professional, welcoming, hospitality-driven environment while providing administrative support to Property Management, Building Operations, Security, Housekeeping, Tenant Experience, and other departments. The Staff Assistant serves as a trusted resource for tenants and stakeholders, ensuring inquiries, requests, concerns, and service needs are addressed promptly, professionally, and with a commitment to service excellence.

The ideal candidate is passionate about delivering outstanding customer service, excels at building relationships, anticipates needs, takes initiative, and thrives in a fast-paced environment where professionalism, discretion, and attention to detail are paramount.

• Serve as a primary point of contact for tenants, visitors, clients, vendors, contractors, and employees, ensuring every interaction reflects the service standards and reputation of Eighth Avenue Place.

• Create a welcoming, professional, hospitality-focused environment that exceeds tenant and visitor expectations.

• Build strong relationships with tenants by providing proactive, responsive, and solutions-oriented service.

• Respond to tenant inquiries, concerns, and requests in a timely, professional, and customer focused manner.

• Anticipate tenant needs and identify opportunities to enhance the overall workplace and building experience.

• Assist in resolving tenant concerns by coordinating with Property Management, Building Operations, Security, Housekeeping, and other service providers.
• Support tenant retention initiatives by contributing to exceptional service delivery and fostering positive tenant relationships.
• Maintain a thorough understanding of building amenities, services, operational procedures, tenant programs, and property events to effectively assist tenants and visitors.
• Promote a culture of service excellence, professionalism, responsiveness, and continuous improvement.
• Ensure all interactions demonstrate empathy, professionalism, diplomacy, and a genuine commitment to customer satisfaction.
• Serve as the first point of contact for all visitors entering the Property Management Office.
• Welcome guests in a warm, professional, and engaging manner.
• Manage a multi-line telephone system and ensure calls are answered promptly, accurately routed, and professionally handled.
• Take detailed messages and ensure timely follow-up with appropriate team members.
• Coordinate visitor arrivals, deliveries, couriers, contractors, vendors, and service providers.
• Maintain visitor logs and assist with access procedures when required.
• Ensure reception, meeting rooms, and common office areas remain organized, presentable, and reflective of the property's premium standards.
• Monitor reception activities to ensure a seamless and professional experience for all stakeholders.
• Provide administrative support to Property Management, Operations, Engineering, Security, and Tenant Experience teams.
• Prepare, edit, format, proofread, and distribute correspondence, reports, presentations, notices, service communications, meeting minutes, contracts, agreements, and other business documents.
• Assist in preparing tenant communications, newsletters, surveys, event promotions, marketing materials, and operational notices.
• Coordinate calendars, meetings, interviews, conference calls, training sessions, and travel arrangements.
• Assist with report preparation, data entry, record keeping, and information management.
• Support department leaders with scheduling, project coordination, and administrative assignments.
• Maintain strict confidentiality regarding tenant, employee, financial, operational, and business information.
• Support tenant appreciation initiatives, wellness programs, sustainability campaigns, charitable initiatives, networking events, seasonal programs, and building-wide activations.
• Assist with event registration, communications, logistics, vendor coordination, event setup, and guest management.
• Help create a welcoming and engaging experience for tenants participating in property events and programs.
• Assist with tenant feedback collection, satisfaction surveys, and engagement initiatives.
• Support efforts to continuously improve the tenant experience and workplace environment.
• Receive, sort, date stamp, and distribute incoming mail, courier packages, deliveries, and correspondence.
• Coordinate outgoing mail, courier services, and special shipments.
• Maintain office supply inventories and arrange purchases to ensure uninterrupted operations.
• Manage kitchen, hospitality, meeting room, and office supply inventories.
• Assist with invoice processing, expense reports, purchase requisitions, and vendor documentation.
• Maintain electronic and physical filing systems in accordance with company policies and document retention standards.
• Support building operational initiatives, programs, and special projects as assigned.
• Develop and maintain positive relationships with tenants, contractors, vendors, consultants, suppliers, and service providers.
• Serve as a reliable resource for internal and external stakeholders.
• Collaborate effectively with Property Management, Security, Engineering, Housekeeping, Parking Operations, Fitness Centre, Conference Centre, and Tenant Experience teams.

Qualifications

Minimum Requirements include:

• High school diploma or equivalent from an accredited institution.
• Post-secondary education in Business Administration, Hospitality Management, Communications, Office Administration, Customer Service, Tourism, or a related field is considered an asset.
• Minimum 2 - 3 years of experience in customer service, hospitality, reception, office administration, executive support, tenant services, property management, hotel operations, concierge services, or a similar client-facing environment.
• Experience supporting a premium commercial office property, luxury hospitality environment, private club, professional services firm, or Class A office tower is preferred.
• Experience interacting with executive-level clients, tenants, visitors, and stakeholders in a professional environment is considered an asset.
• Demonstrated passion for delivering exceptional customer service and creating memorable experiences for tenants, visitors, and guests.
• Strong hospitality mindset with a commitment to exceeding expectations and anticipating customer needs.
• Proven ability to build trust, establish positive relationships, and foster a welcoming and service oriented environment.
• Ability to professionally and effectively handle inquiries, requests, concerns, and challenging situations with tact, diplomacy, and empathy.
• Commitment to maintaining the highest standards of customer care, professionalism, and responsiveness.

Closing

At Hines, we believe the built world is ultimately about people. As one of the world’s largest privately held real assets firms, we bring nearly seven decades of investment, development, and management experience to work that shapes cities and communities around the world.

Our people make that possible. Across 29 countries, more than 4,600 colleagues bring different perspectives and expertise to Hines, with opportunities to take on meaningful responsibility, learn from leaders across the business, and build a career with room to evolve. We support that journey through professional development, competitive rewards, comprehensive benefits, and a culture grounded in trust and high standards.

Hines is proud to be named to Fast Company’s annual list of the World’s Most Innovative Companies for 2024.

We are an equal opportunity employer and support workforce diversity.

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