Karen Brown
Cooroibah,QLD
Summary
Dynamic Holiday Rental Manager with 14 years at Sunshine Beach Real Estate, driving property portfolio growth from 8 to 75 listings. Expert in business development and client relationship management, ensuring exceptional guest experiences and operational efficiency. Proven ability to implement policies and maintain high satisfaction levels while fostering long-term partnerships.
Overview
14
14
years of professional experience
Work History
Holiday Rental Manager
Sunshine Beach Real Estate
03.2012 - Current
Experienced Holiday Rental Manager with 14 years of dedicated service at a single real estate agency. Successfully expanded the property portfolio from 8 to 75 listings through strategic business development, operational excellence, and exceptional client service. Proven track record in implementing policies and procedures, maintaining high guest satisfaction, and managing all aspects of property operations. Adept at fostering long-term client relationships, driving revenue growth, and ensuring seamless guest experiences.
Also worked with this Agency in the capacity of a permanent rental manager from 1998 to 2005.
Key Skills & Competencies
Property portfolio growth and management
Business development and lead generation
Policy and procedure implementation
Client relationship management
Guest experience and hospitality services
Property maintenance coordination
Booking and reservation systems
Conflict resolution and problem-solving
Client and contractor liaison
Budgeting and financial oversight and reporting
Marketing and promotion of holiday rentals
Compliance with legal and safety standards
Staff training and supervision
Time management and multitasking
Attention to detail and quality control
Communication and interpersonal skills
Strategic planning and operational efficiency
Customer service excellence
Adaptability in fast-paced environments
Technology proficiency (e.g., HomHero, RMS, PriceLabs systems)
Education
Real Estate
REIQ - Queensland Real Estate Salesperson Certificate
High School Diploma -
Noosa District State High School
Cooroy, QLD12-1990
Skills
- Detailed Breakdown of Key Competencies & Skills
- Identifying potential property owners and converting them into clients
- Using outreach strategies (calls, emails, networking) to grow the portfolio
- Tracking and nurturing leads through CRM
- Initiating contact with property owners or guests unfamiliar with the agency
- Crafting persuasive messages to spark interest
- Following up consistently to build trust and move conversations forward
- Managing property and guest data using booking platforms (eg, RMS, HomHero, Airbnb tools)
- Keeping accurate records of interactions, preferences, and follow-ups
- Using automation tools to streamline communication and scheduling
- Maintaining long-term relationships with property owners through regular updates and check-ins
- Anticipating client needs and proactively offering solutions
- Handling sensitive issues with diplomacy and care
- Understanding what property owners want (eg, ROI, low maintenance, guest quality)
- Tailoring your pitch to match their goals and concerns
- Offering personalized solutions that build credibility and trust
- Addressing concerns like pricing, guest behaviour, or agency fees
- Using empathy and logic to guide decision-making
- Juggling property inspections, guest arrivals, maintenance, and admin
- Working independently without supervision whilst managing a team of 3 personnell
- Picking up on verbal and non-verbal cues from clients and guests
- Responding thoughtfully to concerns or feedback
- Building rapport through genuine understanding
- Staying organized under pressure
- Mediating disputes between guests and owners
- Thinking on your feet to protect relationships and reputation
- Monitoring KPIs like occupancy rates, revenue, and reviews
- Staying productive in a self-directed setting
- Coordinating with cleaners, maintenance teams, and office staff and sharing updates and feedback across departments
- Pitching properties to guests with compelling descriptions
- Presenting agency services to new owners
Timeline
Holiday Rental Manager
Sunshine Beach Real Estate
03.2012 - Current
Real Estate
REIQ - Queensland Real Estate Salesperson Certificate
High School Diploma -
Noosa District State High School