Vlad Muhin
110 Duffy Rd, Waitakere,New Zealand
Summary
I am an experienced leader with over 14 years of managing service operations, overseeing teams from small to large scale in fast-paced, high-demand environments. Currently, I lead the Grey Lynn Property Management team, drawing on 13+ years of property management expertise. I build trust, foster long-term client relationships, and drive successful outcomes for investors across Auckland. My core strengths include leadership, strategic vision, and a deep understanding of the property sector. I oversee a substantial portfolio of assets while supporting and developing a skilled property management team. These competencies are backed by leadership roles and formal qualifications in management, project management, and business. Committed to ongoing professional growth, I continuously expand my expertise through tertiary education and industry-specific certifications. I am passionate about driving excellence in the industry through innovative recruitment, consultancy, and training solutions. As the head of property management and a team trainer, I actively share my knowledge to raise industry standards and cultivate success. I have successfully implemented growth strategies throughout my career across various property sectors, including residential and building/facility management. I optimise performance and enhance team capabilities through collaborative leadership. My experience leading diverse, multi-functional teams has been centred on service excellence, operational efficiency, and system optimisation. With an entrepreneurial mindset, I constantly seek new opportunities for growth and innovation while driving operational improvements. My approach is customer-focused, benefiting both external clients and internal stakeholders. I ground my leadership style in organisational values, fostered a culture of continuous improvement, and applied agile methodologies to adapt to evolving business and customer needs. I have a proven track record in leading business transformations and delivering complex initiatives through strategic planning and hands-on execution. Most notably, I transformed an underperforming rental department into an award-winning team in 2022 and 2023, recognised as the top small central property management branch. By November 2023, I expanded the department into a medium-sized branch by enhancing customer service and implementing growth strategies.
Overview
21
21
years of professional experience
Work History
Head of Property Management
Barfoot & Thompson Grey Lynn
06.2021 - Current
- Provided ongoing training for staff on operating procedures and industry best practices, promoting growth and a cohesive team environment
- Addressed tenant and landlord concerns through conflict resolution and mediation
- Fostered strong relationships with tenants and property owners, achieving high retention rates
- Conducted audits, monitored operations, and provided team support
- Developed, implemented, and adjusted operational policies and procedures to enhance efficiency
- Fostered a positive team culture by promoting open communication, teamwork, and recognition of achievements
- Applied company policies and regulations across a portfolio of 200+ properties
- Increased client asset performance through regular reviews and recommended adjustments
- Conducted performance reviews, trained and developed employees to build an effective team
- Analyse market trends to inform rental pricing strategies, optimising revenue generation
- Implemented industry-leading technology solutions to improve efficiency and communication
- Lead the team effectively, fostering a collaborative environment to boost performance and morale
- Manage vendor relationships, negotiated favorable contracts, and monitored service quality for optimal results
- Ensure compliance with all regulations, mitigating potential legal risks in property management practices
- Oversee department budgets to allocate resources cost-effectively
- Handle tenant and landlord complaints promptly and professionally.
- Maximise income for the property management department while minimising expenses through strategic planning and control
- Engage in professional, industry and government organisations to build valuable networks
- Maintained compliance with all regulations
- Enforce policies to maintain properties at the highest standard
- Develop in branch training programs for new hires to facilitate smooth onboarding
- Pursue ongoing professional development to stay current in property management best practices
- Streamline processes and workflows for operational efficiency
- Monitor market trends closely, adjusting rental rates to remain competitive
- Generate leads through cold calls and referrals, enhancing portfolio growth opportunities
- Negotiated contracts with creditors, reducing costs without compromising service quality
- Enhance tenant satisfaction by promptly addressing maintenance issues
Senior Property Manager
Ray White – Buy West Property Management Ltd
01.2016 - 06.2021
- Managed a portfolio of 150 investment properties for existing clients
- Developed and maintained strong relationships with clients, tenants, service providers, and sales agents
- Managed rental collections, arrears, and other financial obligations
- Oversaw day-to-day activities essential to the role of a property manager
- Liaised with sales agents, banks, and financial institutions, preparing rental appraisals as required
- Conducted property viewings and processed all tenancy applications received
- Prepared new tenancy agreements and renewals in compliance with the Residential Tenancies Act (RTA)
- Focused on growing the portfolio through strategic client relationships
- Established regular maintenance programmes to ensure the upkeep of clients’ investment properties
- Project-managed both large and small renovations on behalf of clients
- Prepared and submitted tenancy tribunal applications and attended hearings when necessary
- Communicated consistently with tenants and landlords, established and monitored lease terms, and conducted routine property inspections upon entry and exit
- Handled all aspects of day-to-day property management operations to maintain high standards of client service and satisfaction
Senior Property Manager
Ray White City Apartment Rentals Ltd
01.2015 - 01.2016
- Managed a portfolio of 300 investment properties for existing clients
- Developed and maintained strong relationships with clients, tenants, service providers, and sales agents
- Managed rental payments, arrears, and other financial obligations
- Oversaw day-to-day activities essential to property management
- Liaised with sales agents, banks, and financial institutions, preparing rental appraisals as needed.
- Conducted property viewings and processed tenancy applications
- Prepared new tenancy agreements and tenancy renewals in accordance with the Residential Tenancies Act (RTA)
- Focused on growing the portfolio through strategic client relationships
- Established regular maintenance to ensure the upkeep of clients’ investment properties
- Project-managed both large and small renovations on behalf of clients
- Prepared and submitted tenancy tribunal applications, attending hearings when required
- Communicated regularly with tenants and landlords, established lease terms, monitored adherence, and conducted routine property inspections upon entry and exit
- Handled all aspects of day-to-day property management operations to ensure smooth service and high client satisfaction
Property Manager
Ray White – Buy West Property Management Ltd
07.2013 - 12.2015
- Managed a portfolio of 65 investment properties for existing clients
- Developed and maintained strong relationships with clients, tenants, service providers, and sales agents
- Managed rental payments, arrears, and other financial obligations
- Oversaw day-to-day property management tasks and responsibilities
- Liaised with sales agents, banks, and financial institutions, preparing rental appraisals as needed
- Conducted property viewings and processed tenancy applications
- Prepared new tenancy agreements and renewals in compliance with the Residential Tenancies Act (RTA)
- Focused on portfolio growth by building and nurturing client relationships
- Established regular maintenance for clients’ investment properties
- Managed both large and small-scale renovations on behalf of clients
- Prepared and submitted tenancy tribunal applications, attending hearings when required
- Communicated with tenants and landlords, established and monitored lease terms, and conducted entry and exit property inspections
- Handled various day-to-day operations within property management to ensure smooth client services and high standards
Team Leader/Customer Service Duty Manager
Tourism Holding Limited
09.2010 - 07.2013
- Oversaw daily operations of the Customer Service Department
- Managed fleet logistics and maintenance
- Monitored staff performance and conducted regular reviews
- Addressed and resolved client complaints
- Assisted in recruitment and hiring decisions
- Developed strategies for problem-solving and team conflict resolution
- Provided coaching and feedback on employee performance, promoting professional growth
- Created training materials and conducted group sessions on new processes and procedures
- Monitor workflow daily to ensure compliance with policies and procedures
- Set clear expectations for staff and offer guidance as needed
- Held weekly meetings to review project updates, discuss issues, and brainstorm solutions
- Analyzed customer service surveys and implemented strategies to enhance satisfaction ratings
- Collaborated with other departments to align team goals and ensure cohesion
- Ensured compliance with workplace safety regulations.
- Effectively resolved customer complaints while maintaining high service standards
Rooms Manager of Base Auckland
ACB Holdings Ltd
Auckland
05.2010 - 09.2010
- Oversaw day-to-day operations of front desk, housekeeping and concierge services
- Ensure the reception department complies with and achieves brand standards, values, policies and procedures
- Improve in all areas of the operation and product delivery
- Respond to all enquiries from guests, crew, suppliers, other hostels and HOME base personnel in a timely and professional manner
- Financial management ensures that the hostel's financial performance consistently meets or exceeds budgets
Customer Service Duty Manager
KEA Campers NZ Limited
08.2009 - 04.2010
- Oversaw daily operations of the Customer Service Department
- Managed fleet logistics and maintenance
- Monitored staff performance and conducted regular reviews
- Addressed and resolved client complaints
- Assisted in recruitment and hiring decisions.
- Developed strategies for problem-solving and team conflict resolution
- Provided coaching and feedback on employee performance, promoting professional growth
- Created training materials and conducted group sessions on new processes and procedures
- Monitored workflow daily to ensure compliance with policies and procedures
- Set clear expectations for staff and offer guidance as needed
- Held weekly meetings to review project updates, discuss issues, and brainstorm solutions
- Analysed customer service surveys and implemented strategies to enhance satisfaction ratings
- Collaborated with other departments to align team goals and ensure cohesion
- Ensured compliance with workplace safety regulations
- Effectively resolved customer complaints while maintaining high service standards
Operations Manager/Chief Concierge
The Sentinel Takapuna Beach Apartments
01.2008 - 07.2009
- Managed operations for a 117-apartment building
- Facilities management expertise
- Knowledgeable in the Unit Titles Act 2010
- Experienced in Body Corporate and building management
- Led and managed staff and subcontractors
- Responsible for the full setup of services for building openings
- Developed and implemented operational manuals, policies, and procedures
- Oversaw contract management and procurement of preferred suppliers
- Increased revenue by identifying and developing new business opportunities
- Budget management and financial oversight
- Managed and administered billing systems and accounting transactions
- Designed and developed an internal, computerized billing and client management system
- Established and refined operational procedures to maintain quality standards
- Monitored process efficiency, team performance, and customer service improvements
- Provided guidance, training, and support to operations staff to achieve company objectives
- Maintained accurate inventory records to optimize stock levels and minimize costs
- Developed KPIs to assess the effectiveness of operational processes
- Implemented innovative cost-saving strategies while ensuring high customer satisfaction
- Regularly reviewed and enhanced policies and procedures for continuous improvement
- Resolved customer complaints promptly, ensuring high levels of satisfaction
- Directed daily operations, executing both short- and long-term business strategies to meet profitability goals
- Addressed customer concerns with effective solutions
- Evaluated performance through KPIs and metrics
- Negotiated favorable terms with vendors and service providers
- Provided leadership, mentorship, and training to new employees on company programs
Chief Concierge
Stamford Plaza Hotel Auckland
Auckland
03.2007 - 01.2008
- Provided personalised service for guests, ensuring their comfort and satisfaction
- Responded to guest requests efficiently and in a timely manner
- Maintained comprehensive knowledge of the local area, including attractions, restaurants, and transportation options
- Coordinated with vendors to ensure high-quality services for guests
- Monitored guest feedback to identify and address areas for service improvement
- Developed and implemented strategies to boost customer satisfaction ratings
- Managed daily concierge desk operations and supervised staff members
- Assisted guests with special requests, such as arranging transportation or securing restaurant reservations
- Organised special events for hotel guests and managed related enquiries
- Arranged tours and excursions for groups and individual travellers
- Created promotional materials highlighting the hotel’s concierge services
- Collaborated with other hotel departments to ensure seamless operations
- Resolved guest complaints professionally while maintaining excellent customer service
- Maintained detailed records of guest inquiries and transactions for future reference
- Trained new team members on hotel policies and concierge procedures
- Performed administrative tasks, such as filing reports and updating databases
- Built relationships with suppliers and vendors offering discounts and promotions for hotel guests
- Promoted additional hotel services, such as spa treatments and restaurant reservations
Concierge Supervisor
Crowne Plaza Hotel Auckland
Auckland
06.2005 - 03.2007
- Supervised daily operations of concierge services, ensuring adherence to standards and customer satisfaction
- Monitored staff performance, providing feedback and guidance as needed
- Maintained accurate records of guest requests and enquiries
- Resolved customer complaints in a professional manner
- Assigned tasks to team members to maximise efficiency and effectiveness of service delivery
- Provided training and orientation sessions to new staff members on concierge policies and procedures
- Scheduled shifts for all concierge personnel according to occupancy levels and peak times of operation
- Implemented best practices in response handling techniques for maximum customer satisfaction
Concierge Supervisor
City Life Hotel Auckland
Auckland
03.2004 - 06.2005
- Supervised daily operations of concierge services, ensuring adherence to standards and customer satisfaction
- Monitored staff performance, providing feedback and guidance as needed
- Maintained accurate records of guest requests and enquiries
- Resolved customer complaints in a professional manner
- Assigned tasks to team members to maximise efficiency and effectiveness of service delivery
- Provided training and orientation sessions to new staff members on concierge policies and procedures
- Scheduled shifts for all concierge personnel according to occupancy levels and peak times of operation
- Implemented best practices in response handling techniques for maximum customer satisfaction
Education
NZ Diploma in Business (Leadership & Management) - NZ Diploma
Aspire2 Group
Online01.2022
B&T Elevate Certificate in Residential Property Management - Workplace Training
Barfoot & Thompson Training
Auckland, NZ10.2021
NZ Certificate in Residential Property Management Level 4 - Property Management Qualification
Skills
Auckland, NZ08.2019
Certificate in Small Business Management Level 4 - NZ Certificate
Te Wananga O Aotearoa
Auckland, NZ08.2010
National Certificate in Computing Level 2 & 3 - NZ Certificate
Te Wananga O Aotearoa
Auckland, NZ09.2008
NZ Diploma in Tourism Management - NZ Diploma
Unitec New Zealand
Auckland, NZ09.2006
Certificate in Auto Engineering - NZ Certificate
Unitec New Zealand
Auckland, NZ07.2001
NZ Diploma in Project Management - NZ Diploma
Aspire2 Group
Online Skills
- Effective leader with strong strategic leadership skills and people management
- Team collaboration
- Team training, coaching, and development and motivation
- Talent recruitment, hiring, and retention
- Performance evaluation
- Deadline-oriented
- Change management implementation skills
- Operations oversight and management
- Workflow process planning, automation, and improvement
- Adaptability
- Analytical skills
- Multi-tasking
- Interpersonal communication
- Risk management
- Organisational skills
- Problem-solving
- Active listening
- Client relationship management
- Customer retention
- Service quality improvement
- Advertising and marketing
- Business development
- Negotiation
- Vendor sourcing
- Supply chain management
- Quality management
- Market analysis
- Data review
- Market growth
- Profit generation
- Product development
- Financial administration
- Budget forecasting and development
- Proficiency in MS Word, Excel, and PowerPoint
Accomplishments
Barfoot & Thompson Awards
- Top Small Property Management Office Central Auckland 2023
- Top Small Property Management Office Central Auckland 2022
Ray White Group Awards
- Ray White Premier Performer 2020 & 2021
- Ray White Premier Performer 2019/2020
- Ray White Executive Performer 2018/2019
- Ray White Premier Performer 2017/2018
- Ray White Executive Performer 2016/2017
- Ray White National Top 3 Finalist New Start Property Manager of The Year Finalist 2014 Award
References
References available upon request.
Languages
English
Full Professional
Russian
Native/ Bilingual
Hebrew
Limited
Timeline
Head of Property Management
Barfoot & Thompson Grey Lynn
06.2021 - Current
Senior Property Manager
Ray White – Buy West Property Management Ltd
01.2016 - 06.2021
Senior Property Manager
Ray White City Apartment Rentals Ltd
01.2015 - 01.2016
Property Manager
Ray White – Buy West Property Management Ltd
07.2013 - 12.2015
Team Leader/Customer Service Duty Manager
Tourism Holding Limited
09.2010 - 07.2013
Rooms Manager of Base Auckland
ACB Holdings Ltd
05.2010 - 09.2010
Customer Service Duty Manager
KEA Campers NZ Limited
08.2009 - 04.2010
Operations Manager/Chief Concierge
The Sentinel Takapuna Beach Apartments
01.2008 - 07.2009
Chief Concierge
Stamford Plaza Hotel Auckland
03.2007 - 01.2008
Concierge Supervisor
Crowne Plaza Hotel Auckland
06.2005 - 03.2007
Concierge Supervisor
City Life Hotel Auckland
03.2004 - 06.2005
NZ Diploma in Business (Leadership & Management) - NZ Diploma
Aspire2 Group
B&T Elevate Certificate in Residential Property Management - Workplace Training
Barfoot & Thompson Training
NZ Certificate in Residential Property Management Level 4 - Property Management Qualification
Skills
Certificate in Small Business Management Level 4 - NZ Certificate
Te Wananga O Aotearoa
National Certificate in Computing Level 2 & 3 - NZ Certificate
Te Wananga O Aotearoa
NZ Diploma in Tourism Management - NZ Diploma
Unitec New Zealand
Certificate in Auto Engineering - NZ Certificate
Unitec New Zealand
NZ Diploma in Project Management - NZ Diploma
Aspire2 Group
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