New Business & Leasing Team Leader Kylie Ziino for The Agency spoke to WILLIAMS MEDIA about how her life changed when she switched careers from the travel industry to real estate property management.

What do you enjoy most about your career?

Earning the respect and loyalty of clients. In property management you are creating relationships that can last for decades.  I was the winner for NSW BDM of the Year for Ray White 2018.

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Award winner. Source: Kylie Ziino

How did you get into real estate and property management?  

When I left high school after year 12 I did a travel course and landed a job with Club Med and fortunate to work in the travel industry for 5 fun years. This gave me the grounding for high level customer service which I feel is vital in any people / people services, especially real estate. I started working on reception at Soames Real Estate In Thornleigh on Saturdays whilst working full time Mon-Friday at club med. I made a decision to leave Club Med and travel around Europe, hoping to come back to another job in Travel. Sept 11 occurred and it had a major effect on the travel industry. From then, I decide to move my career to Real Estate. That was 20 years ago. Since then I’ve worked in Property Management from Mosman – Circular Quay – Collaroy. I worked in Sales in Roseville before moving back to my passion for Property Management,  along the lower North Shore, Surry Hills area, and now the Team Leader for Leasing and New Business for the team in NSW and our VIC team.

How do you maintain great relationships with your clients?

I listen and communicate clearly. I follow up every conversation in writing and follow through with my promises. Communication is key. Clients like to be updated, whether its good or bad news. We are the middle man between the tenant and the landlord. Offering a solution, and delivering such news is vital to the outcome.

What is the best advice you have given a landlord?

To maintain your investment property, and treat your tenant as you would want to be treated. Be respectful.

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Kylie with husband Adam. Source: Kylie Ziino

What is the best advice you have given a tenant?

PAY YOUR RENT!  And be nice! Again be respectful and treat the property as if it was your own.

How has COVID 19 changed the rental market or your role?

COVID 19, has certainly changed the rental market with high stock available. One factor is Air BNB properties switching back to longer term leasing, which is then having a follow-on effect with achievable rentals. I’m always reviewing PRICE, PRESENTATION and MARKETING. We’ve seen pricing come back 10 per cent on most mid range stock within 5-10Kms of the city. These suburbs are normally the most in demand, due to convenience to and from the city. But with people working from home, or having wages cut, this is not so appealing.

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Kylie with daughter Madison, 7. Source: Kylie Ziino

What are tenants saying?

“I’m paying too much rent, or I’ve lost my job, or I’m now on 3 days work”. Tenants are moving as their situation has changed, they are downsizing, or co-sharing or upgrading because they can get more for the same rent they are paying now.

What are landlords saying?

What can we do to help them? Landlord still have their bills to pay, and its hard when your elderly landlords rely on the rental income. Landlords need to be educated in how they might be able to get assistance at the other end - from the banks or rebates on land tax.

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Kylie with daughter Madison and husband Adam. Source: Kylie Ziino

What are your personal interests/hobbies?  

I do enjoy boxing training and coastal walks with my family and friends. Essential oils have been a little side interest of recent.

What drives you every day?

My family and friends are my drive. I am blessed with a very supportive and loving husband Adam, and our incredible 7 year old daughter Madison. We are blessed with an amazing circle of friends and family that keep us grounded and happy (and not shy of the occasional dress up party). Being happy within my own being and successful within my career. ‘Life work balance’ is the key.

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