ARAMA’S Top Awards are a showcase of everything that we love about Management and Letting Rights.
This year’s awards will take place at a gala function on July 25 at Brisbane’s Royal International Convention Centre and will highlight the outstanding work that resident managers are doing on behalf of owners, bodies corporate and residents. All the finalists exhibit the marvellous traits that go into building a successful MLR business – they all know that first and foremost they are working in a service industry, and they are providing benefits to their clients that go above and beyond what is expected of them.
This month I’d like to share with you some of the uplifting feedback we’ve received regarding the nominees for Top Awards this year – feedback that highlights the respect that our top operators create for a job well done. These samples are first-hand proof of the esteem which many of our managers generate, and they should encourage all operators to do everything they can to promote their business to their clients so that those clients will be motivated to write glowing testimonials about their work too.
It’s important for managers to seek feedback from their residents and owners, not just for assurance that they’re doing a good job, but also to see ways that improvements can be made.
Here’s how Chris Puplett, a facilities manager with Oaks Hotels and Resorts, is regarded in the industry, with one of those nominating him for the award telling ARAMA: “I have had the pleasure of knowing and working with Chris for over fifteen years. During this time, he has always been a poised and experienced manager with a well-developed leadership knowledge and the ability to relate effectively with owners, employees and suppliers at all levels. Chris, with his cool-headed manner, always displays an excellent ability to understand the complexities that arise in his day to day working environment. He brings his high integrity approach to all aspects of his work and is a difference maker.”
Georgina Bishop has built an outstanding reputation as resident manager at Newstead Terraces, and at other management rights businesses including Lush Apartments in Lutwyche. ARAMA received this testimonial on her behalf: “Georgina’s attention to detail and proactive approach to building management has made her an invaluable asset to the Lush Community We as body corporate managers love to see building managers with such enthusiasm who strive to nurture the schemes on behalf of owners. We believe Georgina is more than worthy of receiving nomination for the Building Manager of the Year award.”
Ken and Joyce Xia also received outstanding accolades for their work at the Glades North Hill golf course residences at Robina. “Ken and Joyce have shown lot owners and the committee how a truly professional team can manage a complex,” one of the committee members wrote. Glades North Hill has recently undertaken a reconstruction of the pool area which involved many structural reports and council certifications and some setbacks due to previous records being unavailable. ARAMA was told that Joyce and Ken tirelessly followed up on every aspect of this project “with the utmost efficiency” and kept the committee informed at every moment.
“[They] have gone out of their way to ensure that all areas of safety, fire, pest control and general maintenance are all logged and up to date and have invested in new equipment to ensure the grounds are kept to a high standard,” the committee member wrote. “They have invested in battery operated trimmers and blowers to reduce the noise levels within the complex and have put in place LED modification of the streetlights to reduce energy consumption. The irrigation system has recently been upgraded to include rain sensors to reduce water consumption. Newsletters are also sent on a regular basis so that all owners are aware of the improvements being made and where their levies are being utilised. Joyce and Ken are a breath of fresh air. They have given lot owners a wonderful and safe environment in which to reside.”
The strata manager for Lanai Luxury Riverside Apartments in Mackay said that the nomination of Karen Nelson and her team for Building Manager of the Year, was well deserved as she was “not just a building manager to the owners and guests but is their friend and acts in the best interests of everyone”.
This is what the strata manager said about Karen: “I have found Karen to have a wealth of background knowledge in the body corporate’s history which is very important as the incoming strata manager. Understanding the Body Corporate and Community Management Act is very complex, and Karen has a very good grasp of this, which makes working with Karen easy. in January this year a fire sprinkler was accidentally damaged by a contractor which caused significant flooding to eight lots. The aftermath has been a mammoth task that Karen is still coordinating. Karen has worn many hats during the restoration stage of the sprinkler flooding – owner, mediator, friend, caretaker, letting agent, and psychologist to name a few.”
ARAMA was also told that Karen has worked tirelessly to ensure the body corporate remained free of any insurance claims so as to not jeopardise the insurance premiums. As a result of Karen’s hard work, Karen saved the body corporate owners more than $500,000 in insurance premiums, which also means less money owners must pay annually.
Matt and Shelley Rogers are resident managers of Leeward Tower at Runaway Bay on the Gold Coast, and two new residents told ARAMA they were grateful for the help and support the couple provided during their move from Melbourne. “Shelley is always on the front desk or close by and very approachable with any question we may have,” the new residents said. “And we have Matt’s mobile number for anything urgent. Anything we ask is actioned straight away. We have learnt from this whole experience that the building you live in is only part of story. The building managers have shown to us how important it is to have great management.”
At the Noosa Blue Resort, Ryan Rae has also created a fan club of his own, with one of his supporters writing to ARAMA to say that his business processes were an “invaluable asset in the successful management of this building”. “He is one of the most accomplished onsite managers that we deal with. He is also a fabulous family man and is able to balance life, work and family in an exemplary manner. The building has a long and complicated history and Ryan collaborates well with the body corporate committee and body corporate manager to ensure that the property is well positioned in the market to ensure its future success. Of particular focus has been the planning and preparation of upgrades to the building and the application of environmentally sustainable business and building practices.”
As the manager of Element on Coolum Beach for five years, Susannah Hart has also won many admirers.
“Susannah has the ability to effectively communicate with a diverse range of personalities and successfully adapts to the competing demands of her role,” wrote one committee member. “She is wonderful with her customer service … always going above and beyond to ensure guests receive the finest service and experience.”
The ARAMA Awards Committee was also alerted about the work of Benjamin Webb at Macleay Tower and Villas, a residential complex in Kangaroo Point with 110 units, in a 22-story tower and 12-villa separate building on the waterfront of the Brisbane River.
The committee was told: “Ben has adapted rapidly to the different challenges this job presents and has brought a welcome energy and freshness to the way he collects information and thinks about the way our vertical village can be better organised and made a happier more successful, and more comfortable place to live.
“In his first few days on the job, Ben was faced with a disaster when a ruptured hose in the AirCon compressor in a vacant unit spilt the best part of 50,000 litres of water through that unit and other owner’s homes and common infrastructure. Ben was new and did not have access to the previous manager for advice. With the committee and our black book of tradesmen, Ben did a cracker job of prioritising the hundred jobs that were required, restoring services, and communicating appropriately with interested/disgruntled/upset/querulous/anxious owners and tenants.”
Even while under pressure, Ben was making video recordings while ankle-deep with the plumber so he could learn and preserve for future reference the tips and skills on how to isolate water flows and piping systems should it ever happen again.” That’s what you call great service from a resident manager, and an example for everyone in the industry to follow.
These real-life testimonials are a living example of the positive acceptance and massive contribution that Management Rights makes to the people who live, invest, and rent in a community title scheme. To be recognised for just doing your job is a wonderful achievement. There were more testimonials to share but space is limited in this month’s column.
What can you do to be recognised for your efforts and build your local fan base?
This article was contributed by ARAMA.
You can find more information at: https://www.arama.com.au/
Original article source: https://www.arama.com.au/news-item/13364/our-top-managers-earn-accolades-for-exceptional-service