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The difference between being a Village Manager and a Hotelier

Guy Marinucci traded a 25-year career in Hospitality for the rewards of being the first Village Manager at Europa on Alma in Melbourne’s beachside suburb, St Kilda. All of Guy’s experience as a General Manager of four and five star hotels across Australia has paid dividends for BoltonClark’s first venture into Victoria – in the form of a Judge’s Commendation in the Special Purpose Living category of the UDIA Awards for Excellence. After 22 months in the role, Guy has found one thing very different between his two careers.

“The turnaround of hotel guests is quick but at Europa I have been given the opportunity to build relationships and a rapport with residents and gained satisfaction by playing a part in enhancing their lives,” Guy said.

Guy’s resident-first focus has garnered outstanding feedback, while his open, honest management style has created a warm, inclusive environment for the team. Guys says the most important thing he and the team have learned at Europa on Alma is to never forget that they are working in someone’s home and need to respect that it is their sanctuary. 

“(We) treat each resident as an individual and understand them. Also, be curious and gain an understanding of each residents background  –  there are fascinating stories from each one. They are all individuals and have lots to contribute to the Village  from their life experiences.” Guy said. 

Innovative approaches to procedure implementation and the introduction of new ways to engage and support residents have shown that Guy knows what it takes to make a village both successful and happy – from welcoming the first residents to making the most of Europa’s modern community facilities with a busy social and wellbeing calendar. 

“The aim is to surprise and delight them, always.”, he said.  

For a man who worked in restaurants and bars before earning a Bachelor of Business (majoring in Hotel Management), providing a concierge-style lifestyle for the residents can be as simple as introducing new residents to others with similar interests or an impromptu afternoon tea during intermission for one of Europa’s regular movie sessions. 

Donating a few bottles of wine for the regular sun downers get together doesn’t hurt either, he added. 

Europa on Alma, which opened in 2021, has an awe-inspiring entrance foyer and a sky terrace with breathtaking views of St Kilda beach and Melbourne’s CBD. There are 81 one-, two- and three-bedroom independent living apartments serving as homes for the 61 current residents.   

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Keyton creates Community Connect managers to integrate the village with the community

Lincoln Emsley, after nearly 20 years in commercial property, is one of Keyton’s dedicated Community Connect managers in Victoria. 

Community Connect sits outside the village operations division and the village managers but it is aim is to integrate the village with the community that surrounds it. 

Lincoln’s role is to organise an array of events to bring potential newcomers to the charm of retirement living. Lincoln, who was Community Sales Manager for Lendlease, is passionate about fostering connections and creating memorable experiences for those considering a retirement living community. 

“I like to create opportunities for people to have conversations, share experiences, and answer any questions they have about retirement living. Transparency is key to having an honest connection,” Lincoln said. 

The reticence of people selling the family home and moving into retirement living has to be broken.   

“I try to help demystify the retirement living options. I want to provide a clear picture of the community’s offerings before they decide.” 

Lincoln hosts events designed to introduce guests to the benefits of village life, offering them the opportunity to explore the community and take guided tours during a morning or afternoon tea session. 

“Sometimes people do not feel comfortable about contacting a village directly for themselves and would feel less pressured if they came to the village as a guest or a visitor in a group. Keyton’s Community Connect Program is a great introduction to what villages offer, whether it is for now or in the future,” he said.  

“With this in mind, we welcome local groups and clubs of around 15-20 seniors into our villages to enjoy a morning or afternoon tea. We answer any questions guests may have about retirement village living and enjoy a lovely walk around our village, meet residents and view all our amenities,” he said. 

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Key things to help you everyday

Settling the Unsettled

We are sometimes so focused on our residents that we forget the other important relationships we have within our communities – our staff.

Ask yourself, what is your relationship like with your team?

Every year Gartner run a webinar on the top priorities for leaders in the year ahead. The webinar looks at the top HR trends and priorities based on the results of Gartner’s annual survey of over 500 leaders in Human Resources.

This year, we sat in on the webinar and it was interesting to hear the theme that was emerging, especially after our most recent Professional Development Day series where we the DCM Institute team was able to connect with so many managers and leaders in our own sector.

Overwhelmingly, the top trend reported during the webinar by leaders was an unsettled employee-employer relationship, with productivity anxiety and mutual mistrust identified at alarming levels.

Productivity Anxiety in simple terms, is a feeling of stress or unease that comes from worrying about the constant pressures to meet the high expectations of the business and the customers, and in turn to keep up with the demands of work and life.

According to the survey, 58% of organisations are confident that they can meet their performance targets in the coming year. That said, 45% of employees were worried that can’t sustain their current level of performance next year.

Mutual Mistrust arises when the relationship between individuals in the business is strained, and it manifests in scepticism and uncertainty in the workplace. Gartner reported that 63% of organisations said they trust their employees however only 53% of employees trust their organisations.

Now, its important to note at this point, this was a global survey. It doesn’t stop us from asking if this is something you are seeing in your own organisation with your own team.

When looking at this sort of research and reporting and reflect on our own learnings in the sector over the past year with 2 out of 5 Village Managers indicating they won’t be in the sector in three years’ time.

The Gartner webinar is a timely reminder that as leaders we need to also be considerate of our teams, how they are responding to the demands on their productivity and support them to succeed.

As leaders, we need to be both mindful and proactive. We need to ask ourselves as leaders within our own businesses how we can continue to keep our teams motivated and focused on the outcomes that result in great resident outcomes.

Something we will be exploring at our upcoming Village Summit event, where Matt Church will be presenting on leadership and motivation.

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Key things to help you everyday

Remember to Remember

On 11 November 1918, the guns of the Western Front fell silent after four years of continuous warfare. With their armies retreating and close to collapse, German leaders signed an Armistice, bringing to an end the First World War.

On the first anniversary of the Armistice (11 November was known as Armistice Day until after WWII), King George V asked all the people of the British Empire to observe two minutes’ silence at 11am. 

It’s a tradition still honoured today during Remembrance Day services as we remember all who have served in the Australian Defence Force, in WWI and in all wars, conflicts, and peacekeeping operations since.

WHAT YOU CAN DO AT YOUR VILLAGE?

OBSERVE A MINUTE’S SILENCE AT 11AM.

Wherever you are on 11 November, remember to remember at 11am. 

Set a reminder in your calendar or phone, switch your phone to ‘do not disturb’, and pause for just a minute in memory of the fallen. It’s a simple action that means so much. 

WATCH OR LISTEN TO A SERVICE ONLINE OBSERVE

No matter where you are on Remembrance Day, you can tune into a commemorative service via ABC TV, ABC Radio, the ABC listen app and ABC iview.

WEAR A POPPY OF REMEMBRANCE

 Wearing a red poppy on Remembrance Day is a simple way to show your support and commemorate those who have served. It’s customary to pin your poppy to the left lapel of your shirt.

You may also choose to wear a purple poppy (beside the traditional red poppy) in remembrance of animals who died while serving.

WHERE TO BUY POPPIES FOR REMEMBRANCE DAY

You can usually buy a Remembrance Day poppy through RSL Sub Branches. Poppy merchandise is also available at Military Shop.

You can also support RSL Australia’s Poppy Appeal by planting a poppy in the virtual Remembrance Garden. Your donation supports veterans and their families, and you can dedicate your poppy in someone’s name.

In Flanders Field

It was a Canadian doctor, Lieutenant-Colonel John McCrae, who penned In Flanders Fields – the poem that first associated poppies with remembrance. Devastated by the death of a close friend and fellow soldier, LCol McCrae wrote the poem during the second battle of Ypres in 1915. LCol McCrae sadly died later in the war. However, his words are still recited by millions each year on Remembrance Day:

In Flanders fields the poppies blow
Between the crosses, row on row,
That mark our place; and in the sky
The larks, still bravely singing, fly
Scarce heard amid the guns below.

We are the Dead. Short days ago
We lived, felt dawn, saw sunset glow,
Loved and were loved, and now we lie,
In Flanders fields.

Take up our quarrel with the foe: 
To you from failing hands we throw 
The torch; be yours to hold it high.
If ye break faith with us who die
We shall not sleep, though poppies grow
In Flanders fields.

Lest we forget