The role of Tenant Relations Miko Mall Bandung as Intermediary Communication between Management with Tenant

Abstract

Mall is a shopping centre which functioned as entertainment, transaction and interaction platform. One of mall in Bandung City is Miko Mall. In mall organization, all of the stakeholders bear important role as well as their own function for the continuity of the mall activity. In general, mall stakeholderconsists of owner (shareholder), maintainer or management, tenant (mall booth renter) and visitor. Within mall management, there are two specific division designed to handle all existing tenants. This division called Tenant Relations or usually called TR is actor or person who has duty as bridge between shopping centre or mall management and actor of tenant (renter). This study is focusing on the role of Tenant Relations in fulfilling its duty as a communication bridge between management and tenant. The approach used in this study is qualitative with case study method which determines samples by using purposive sampling technique consisting three sources which is Miko Mall Tenant Relation as key informant and tenant owner as informant and to test the validity of data as well. The data gathered is collected from interviews, observation and documentation. Base on this study the result shows that in fulfilling its duty as communication mediator between management and tenant, MikoMall Tenant Relations is also practicing public relations role and function as expert advisor, communication facilitator, problem solving process facilitator and communication technician. Must possessed ability by Miko Mall Tenant Relations is the skill to communicate in choosing the right communication method and pattern as well as material expertise. Tenant Relations withhold obstacles coming from tenant in form of psychological and miss communication obstacles. Tenant Relations role in handling complaint from tenant is by quickly responding complaint with direct checking on the spot (tenant arena), establishing coordination with the division related to the complaint and monitoring the process until it has been handled well.