24 Aug 2023
Words Trevor Rawnsley Resort News

A TOP night of worthy winners

 The Management and Letting Rights (MLR) industry is built on a foundation of hospitable and well-organised resident managers whose hard work creates a $55 billion yearly economic benefit for Australia.

So many people right across our business deserve accolades and on July 25 at Brisbane’s fabulous Royal International Convention Centre, the most outstanding achievers in the MLR field were honoured at our annual TOP Awards.

It was a magnificent evening as our industry celebrated great success borne of determination and diligence. The night honoured the best of the best in our business, and the work displayed by all our winners can only inspire the whole industry.

We all work in a service industry and those who reached the peak of the TOP Awards show what can be achieved by going that extra mile to provide award-winning service.

Two of our special guests on the night were Queensland’s Shadow Attorney General Tim Nicholls, and the Shadow Minister for Housing and Public Works, Tim Mander. Before making his name in politics, Mr Mander was Australia’s top rugby league referee, controlling the National Rugby League (NRL) grand final in 2004 and 2005, and refereeing 291 first grade games between 1992 and 2005.

He was impressed by the way our leading managers tackled problems in their field. Mr Nicholls is a winner in his own right and as the long serving member for Clayfield, understands what a winning culture means and the importance of service delivery.

Our brilliant MC, Chris Parsons from Channel 7’s Weekender program, had a busy night introducing speakers and interviewing winners, who all told great stories about the way everyone in management rights can make their business better.

The four major award categories were each judged by an ARAMA life member, and the quality of the finalists meant the judges had tough choices.

The award for Building Manager of the Year was sponsored by MYBOS, the leading building management software company which allows managers to better keep track of all their work orders and make it easier to organise preventative maintenance. 

This award went to Chris Puplett, a building manager with Oaks Hotels and Resorts in Brisbane. A colleague who nominated Chris for the award told ARAMA: “During a challenging year of flood recovery, Chris has once again shown his dedication and work ethic, not only to the various body corporate committees but also to the various building managers who have had to rely heavily on his support during this time.

“His ability to successfully liaise with various stakeholders to ensure the minimum disruption to residents and guests during projects such as lift upgrades and the ongoing Cross River Rail project is a testament to his skills not only as a manager but as a person.

The TOP Award judge said Chris’ work stood out, particularly for his 19 years’ experience “and the wide range of buildings he has managed and is currently responsible for”.

“He has a great record of dealing with bodies corporate over these years and has been able to strengthen the relationship between all parties and work effectively with the owners, employees, contractors and suppliers,” the judge said.

“His experience and skills qualify him to go beyond the normal requirements of a building manager under the terms of a management agreement which is a great benefit to the scheme in helping the body corporate have a better understanding of their common property issues guided by someone whose advice they can trust.

“The last few years have posed a difficult time for the management rights industry with COVID, a shortage of tradespeople and materials, and shortages of stab and weather conditions in many areas resulting in more pressure on building managers. However, this year’s winner has shown how experience and skills can rise above adversity.” Chris was praised for bringing in new systems “to more efficiently manage and maintain the complexes”. This greater efficiency led to a reduction in manning levels and freed up stab to be utilised in other areas.

“All of this leads to reduced costs for the body corporate - a win-win for all,” the judge said.

The award for Resident Manager of The Year - Short-Stay Accommodation was sponsored by Programmed Property Services. The winners were Marion and Chris Simon from the Boulevard North Holiday Apartments, on the Gold Coast.

The judge of the award pointed out that Marion and Chris had notched impressive results in increasing their turnover, and that of the owners, since starting in management rights four years ago despite coping with the effects of the COVID pandemic on accommodation during that time. 

The award was a fitting tribute to the great work they did balancing the needs of all types of owners - live-in, lockups and short-term occupants as well as competently caring for the common property.

They were also commended for their active interest in local and state industry groups, to help the short-term letting industry.

“This award is a fitting tribute to their enterprise,” the judge said.

In nominating Marion and Chris, a body corporate committee member with a letting pool apartment, said despite holiday seasons impacted by fires, floods, the COVID pandemic and concrete remedial work at the property, Chris and Marion had remained resolute in their goal to make Boulevard North a “happy” place for all.

“They continually strive to be positive, proactive and to contribute wherever they can,” the owner said. “They undertake their duties with diligence and keep the complex in the best possible condition, often under very trying and difficult circumstances. Marion has, on a complimentary basis, totally re-done the interior of my apartment, service that goes beyond duty and is very much appreciated. She has also upgraded several other apartments, all in the interest of lifting the guest and owner experience.”

Maree and Ian Smith, who manage more than 150 units at the Hidden Grove and Vista on Brays complexes at Griffin, north of Brisbane, won the Resident Manager of the Year - Long Stay - category for the second year in a row. 

The award was sponsored by Property Bridge, one of our industry’s leading sales brokerage firms.

The award was a hard one to judge with many entrants displaying the qualities that are highly desirable in the journey towards best practice as a resident manager. However, in choosing this year’s winner the judge needed to consider a broad number of KPIs including:

 • The actual size of the scheme and the growth in their letting pool during a highly competitive time.

• How well they got on with the committee and other lot owners including those who were owner-occupiers.

• Did they enjoy their role, and did it provide fulfilment?

• What outside interests they might have to provide for the local community and create work-life balance.  

“This year’s winner has demonstrated a commitment to excellence in all of these KPIs plus more,” the judge said, “and while every applicant shines in some way or other and makes a magnificent contribution to their body corporate, the overall scheme and their tenants, this year’s winner was particularly noteworthy.” 

Bruce and Jill Christie, from the Surfers Hawaiian apartments on the Gold Coast, took out the Resident Manager of the Year (Mixed) award which was sponsored by EBM Insurance. 

The judge noted that Bruce and Jill had compiled a record of achievements and references which were extremely impressive. What particularly impressed the judge about their application was:

• Their performance has been exceptional and sustained over an eight-year period.

• They have had four top-ups during their eight-year period at the complex and won almost 100 percent support from owners in the building each time.

• They have doubled their letting pool over the eight years they have been there.

• They have organised birthday parties for some of the elderly owner occupiers in the complex when relatives couldn’t arrange them.

• The testimonials from current and past committee members at the complex were very, very glowing about all the good things they have done for the complex and owners over the past eight years.

• They have turned around a hostile committee into a group of supporters by following the principles of the ‘Triangle of Management’.

Paul Shih, the CEO of PRET (Professional Real Estate Training Pty Ltd), whose business has provided nationally accredited courses for the real estate industry since 2006, took out the Service Provider of the Year award, sponsored by The Onsite Manager.

Paul is a mover and shaker in the Taiwanese/Australian community and is the founder of Knowledge Bank. This was a fitting reward for the time and effort Paul puts into educating the industry and supporting ARAMA.

Alex Cook, one of Australia’s most experienced and successful management rights specialists, won the Sales Broker of the Year award also for the second time. This award was sponsored by Flood Legal. Alex first came to Australia as a DJ and music promoter. He is now a director of ResortBrokers and has sold more than $250 million in management rights with some of the biggest sales in Australia. He has also been appointed to the ARAMA board. 

The 2023 TOP Awards were a wonderful showcase for the management rights industry, reflecting and rewarding the work we do and the success we enjoy.

Everyone in the business should be proud of our achievements and our contributions to accommodation and tourism in Australia.

The business of MLR delivers great value to a community title scheme and its lot owners.

This year’s TOP Awards winners will inspire others to great achievements too.

Thank you and congratulations to everyone who was nominated for this year’s TOP Awards and to everyone who strives for greatness. Winning is not everything, it’s how you play the game that matters most.