Having a strong office administrator can be the difference between smooth operation and a chaotic workplace, with the industry beginning to realise their value, according to a leading professional.
While the industry often celebrates figures as a metric for success, Real Estate Central’s Kylie Westbrook said that, as office administrators use a different measuring stick, high performers often fly under the radar.
With more than two decades in office management roles and as a recent REB Office Administrator of the Year award winner, Westbrook said that while not often being recognised, a good office administrator usually makes or breaks an office.
“It’s chaos, that’s probably the best way to explain it honestly, because if you haven’t got somebody in that role that knows what they are doing, it can be a mess,” Westbrook told REB.
Conversely, Westbrook said that when an office administrator was performing well, they were doing so in a way that wasn’t obvious at first glance.
“When administration is done well, everything simply runs as it should, and the work happening behind the scenes can go unnoticed.”
“That being said, I believe the industry is evolving, and high-performing offices are increasingly recognising the value of strong administration.”
The juggling act
Westbrook said the most important skill of an office administrator is the ability to prioritise tasks and execute promptly.
“Real estate is hectic, and it can feel like you’ve got 100 balls in the air.”
“Things can change so quickly. You can be in the middle of doing something, and then all of a sudden something happens that you’ve got to pivot and get it sorted out.”
When it comes to managing workflow, Westbrook said that while technology systems and automation would likely continue to shape the role, the fundamentals wouldn’t change.
“It will likely automate more repetitive tasks, allowing administrators to focus more on process improvement and supporting overall business performance.”
“The work still needs to be done, and strong administration will always be essential to a successful agency.”
More than just managing administrative tasks across the business, Westbrook said office administrators had to understand the staff they worked alongside and build relationships with them.
She said that administrators should maintain consistent communication with the staff they support and evaluate their strengths and weaknesses.
Westbrook said that in situations where communication and understanding may not be strong, structured workflow tools could help bridge the gap.
“It’s about making sure that they’re comfortable and they’re happy in their workload and what they are doing, and for you to recognise where they’re at.”
Fostering the next generation
Westbrook said that to succeed in the role, administrators must be organised and understand it may not be a traditional 9-5 job.
“I think you need to be able to be flexible in dealing with different situations that may arise.”
“It’s hard work, and you need to be willing to put in the effort.”
To bring new professionals into the role, Westbrook said that offices should provide support through proper training and systems that monitor task progress and reduce stress.
“If you haven’t got the procedures in place, you can’t expect somebody new to come in and have an idea of what’s going on.”
Once entering the industry, Westbrook said that young professionals needed to approach the role with an open mind and remain patient.
She said that industry hopefuls needed to work hard, listen, and take the time to truly understand the craft.
“Walk before you can run, and understand why you are doing what you are doing, that’s what makes the difference.”
“Most importantly, surround yourself with people who support you,” Westbrook concluded.
Want to see more stories from trusted news sources?Make Real Estate Business a preferred news source on Google.
