Property Manager

Department Client Relations Reports to Reservations Manager Location Nairobi, Kenya Employment Full-time Level Account Manager Role Purpose The Property Account Manager is responsible for managing and maintaining strong relationships with landlords and property owners, acting as their main point of contact and ensuring property-related requests, concerns, approvals, renewals, and other matters are effectively coordinated and followed through.The role is also responsible for managing relationships with long-term clients, ensuring regular communication, timely resolution of concerns, coordination of their stay requirements, and support throughout their client journey, including renewals, extensions, and move-out. Key Responsibilities 1. Landlord & Property Owner Relationship Management ● Serve as the main point of contact and maintain strong relationships with landlords and property owners. ● Manage landlord communication, updates, requests and concerns, ensuring timely follow-up and resolution. ● Conduct regular check-ins and escalate significant concerns or disputes when necessary. 2. Long-Term Client Relationship Management ● Serve as the main point of contact and maintain strong relationships with long-term clients. ● Manage client requests and concerns, coordinating with relevant teams to ensure timely resolution. ● Manage stay extensions, renewals and move-out communication while supporting client retention. 3. Internal Department Coordination ● Coordinate with Housekeeping, Repairs & Maintenance, Reservations, Finance and other relevant teams on landlord and long-term client matters. ● Ensure requests are assigned to the responsible department and followed through to completion. ● Follow up on outstanding actions and agreed timelines. ● Escalate delays or recurring issues affecting landlord or client relationships. 4. Repairs, Maintenance & Property Issues ● Coordinate repair and maintenance matters with landlords, long-term clients, and the Repairs & Maintenance team. ● Obtain landlord approvals where required and provide updates on significant repairs. ● Follow up on repairs through to completion and maintain relevant documentation. 5. Property Onboarding & Offboarding ● Coordinate property onboarding and offboarding with landlords and relevant internal teams. ● Ensure all required documentation, inventories, snagging, property condition, access, utilities and handover requirements are completed. ● Coordinate repairs, outstanding matters, deposits and final landlord handover where applicable. Requirements Qualifications & Experience ● Diploma or Bachelor’s degree in Customer Service, Business Administration, Hospitality, Communications, or a related field. ● Minimum 2–3 years’ experience in Customer Service, Client Relations, Account Management, or a similar client-facing role. ● Experience handling client relationships, complaints, escalations, and service resolution. ● Strong communication, relationship management, problem-solving, and follow-up skills. ● Experience in hospitality, serviced apartments, real estate, or property management is an added advantage. Core Competencies Excellent communication and interpersonal skills • Strong coordination, follow-up and organizational skills. • Good negotiation and conflict-resolution skills. • Strong problem-solving and conflict-resolution skills. • Strong problem-solving and escalation management • High attention to detail and accountability • Ability to manage multiple client accounts and priorities.