Seven questions: Village Manager of the Year finalist and DCM Institute member Tarmar Christensen
Tarmar Christensen, Village Manager of RetireAustralia’s The Verge Burleigh Golf Club retirement village, is a finalist in the Retirement Living Council’s Village Manage of the Year.
Tarmar is one of two DCM Institute members named State Village Managers of the Year, who are vying for the national award.
What motivated you to become a village Manager? Was there a particular moment or situation?
“Honestly, it wasn’t something I had planned. I’ve spent my whole career in the hospitality industry, most recently managing a large resort in Coffs Harbour. When I moved back to the Gold Coast in 2023, I was really focused on taking a step back and supporting my daughter as she started school.
“Around that time, I came across the Village Manager role at The Verge, and something about it caught my attention. I decided to explore it, and from those first interviews through to meeting the team, it just felt right.
“I still remember doing a walkthrough of the village after my interview, and what really stood out was the residents. People I’d never met were saying hello and stopping for a chat — there was such a genuine warmth and sense of community. It really stayed with me. It’s quite different to hospitality in some ways, but also very similar in that it’s all about people.
“That moment made me realise this was something special. I thought, if this is what it feels like before I’ve even started, then this is where I’m meant to be.”
What jobs did you have before and did they prepare you for the role you now have?
“Before becoming a village manager, I spent most of my career in hospitality, working across a range of roles from frontline positions through to senior leadership and business development. I’ve managed large, complex operations and led diverse teams, so I’ve had experience across all aspects of day-to-day operations.
“Those roles prepared me well for what I do now. Hospitality is very people-focused, and you’re constantly balancing operational responsibilities with delivering a great experience. That translates directly into village management, where you’re supporting residents, leading teams, and making sure everything runs smoothly day to day.
“One of the biggest skills that’s carried across is empathy, along with the ability to problem-solve. In hospitality, you’re often helping people in real time — sometimes when things haven’t gone to plan — and you need to listen, understand, and find a solution quickly. That’s very similar in a village environment, where relationships and trust are so important.
“So, while the setting is different, the fundamentals are the same — it’s about people, communication, and creating a positive, supportive experience. My background in hospitality has given me a really strong foundation for that.”
Has being a Village Manager changed your life? How?
“Absolutely. Taking on this role has been incredibly rewarding. The first six months were a whirlwind of learning, surprises, and growth, and they really shaped the way I lead today. I’ve become more resilient, more flexible, and better at balancing priorities, while also setting clear boundaries both professionally and personally.
“What I love most is the variety — every day brings something new, whether it’s solving a tricky problem, connecting with residents, or seeing projects come to life. There’s nothing more fulfilling than knowing the work I do helps residents feel safe, supported, and truly at home.
“It’s also been wonderful to model independence, responsibility, and community for my daughter, and to show her that meaningful work and family life can go hand in hand. This role has taught me to embrace challenges, trust my instincts, and find joy in the small wins every day.”
What is your daily routine? When does it start and finish?
“No two days are ever the same as a village manager, so having a strict routine isn’t really possible — but that’s part of the excitement of the role. Some days run to plan, and others are completely rewritten before 9am.
“There are a few non-negotiables I prioritise each day. Mornings usually start just after 8am following school drop-off, and I always spend some time at reception connecting with the team. From there, I check in with maintenance, the café, the Care Hub, and residents across the village.
“Beyond that, the day can shift quickly—whether it’s urgent maintenance, a resident needing support, or something unexpected like an alarm or incident. It’s definitely not a 9-to-5 role, so flexibility is key.
“For me, it’s about staying visible, supporting my team, and making sure residents feel connected and looked after, no matter what the day brings.”
Do you have an open-door policy, or do you shut your doors for a period but keep your laptop open for emails?
“I’ve always maintained an open-door policy — residents and team members are welcome to drop in, say hello, or have a quick chat. Being visible and approachable is a really important part of my role.
“That said, as the village has grown and we now have over 200 residents, it’s not always possible to be available to everyone at once. If someone needs a deeper conversation, I ask them to make an appointment so I can give them my full attention. There are also times when I need to close the door to focus on things like budgets, planning, or other key priorities.
“Giving people the time and space for those conversations is so important—it builds trust and ensures things are properly understood and addressed. It also allows me to be fully present, which ultimately creates a stronger, more connected community where people feel heard and supported.”
Certain residents tend to run retirement villages’ social calendars. Have you been able to increase the social calendar to include more residents? Has it worked?
“I feel incredibly lucky to have Jeff Burchell in the community — his enthusiasm, leadership, and dedication make him a real cornerstone of village life. As Head of the Social Committee, Vice Chair of the Residents’ Committee, and an active member of several groups, Jeff is deeply involved in planning and running events. I work closely with him to make sure the social calendar reflects the interests of the whole community and creates opportunities for everyone to get involved.
“Historically, many of the weekday activities tended to appeal more to female residents—things like craft groups and social mornings were always well attended, but they didn’t always resonate with everyone. Over the past year, we’ve introduced new activities to broaden that appeal, including a monthly men’s breakfast with guest speakers and Sunday coffee catch-ups that offer another way for residents to connect.
“Inter-village events like bowls days and group outings have also been a great addition, giving residents the chance to meet people from other communities and build new friendships.
“Jeff’s influence extends beyond The Verge as well. Through his connections with the Mermaid Beach Bowls Club and other local organisations, he’s created opportunities for residents to engage with the wider community, from twilight bowls nights to local events.
“Working closely with Jeff allows us to listen, trial new ideas, and keep evolving the calendar. It’s incredibly rewarding to see more residents getting involved and enjoying themselves, and his energy and support not only make my job easier but help create a genuinely connected and welcoming community.”
How do The Verge’s onsite Support at Home services and Care Hub help residents and families feel supported and confident about the care available to them?
“Having both our Support at Home services and the Care Hub right here in the village gives residents and their families a real sense of reassurance. There’s comfort in knowing that support is available when it’s needed—whether that’s help with everyday tasks, personal care, or simply having someone to guide you through your options.
“It’s not just about the services themselves, but the confidence that comes with knowing you’re supported by a trusted team. Residents can continue living independently and enjoying their day-to-day lives, while families have peace of mind knowing their loved ones are in a safe and caring environment.
“For me, it’s incredibly rewarding to see that confidence come to life. Residents feel secure and supported, and families feel reassured that their loved ones are well cared for. It’s about creating a community where people can live with independence and dignity, knowing support is always there when they need it.”
You have the company and the retirement living sector’s first Care Hub. How do you find it?
“One of the things I love most about The Verge is that residents don’t have to leave the community they know and love if their care needs change. Our goal at RetireAustralia is always to support people in their own homes for as long as possible, but if a higher level of care becomes necessary, both our Support at Home services and the Care Hub are there as a safety net.
“The Care Hub isn’t a traditional aged care facility — it’s a small, nurse-led space with private suites and communal areas that feel like home. Many residents who move there have lived in our independent living apartments first, so they stay connected to friends, routines, and the wider community. That continuity is so important — it helps residents feel secure, keeps social connections intact, and reassures families that support is always available if it’s needed.
“For me, the best part is seeing residents remain independent, supported, and confident at every stage of their care journey. Families can relax knowing help is on hand, while residents continue living life on their own terms. It’s all about choice, comfort, and confidence—and knowing that support is there makes that possible every single day.”
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