Position objectives

To manage and grow the business through the diligent application of the Quest franchise system and in accordance with the Quest Way, in order to improve the capital value of the business and maximise return to the Franchisee.

Key responsibilities

1. Financial and business planning

Undertake financial and business planning to establish goals consistent with maximising growth and profitability, including:

Analysing financial requirements of the business and preparing a budget in accordance with the Quest business planning process.

Identifying business goals and objectives.

Developing and implementing an annual business plan using the Quest template.

2. Franchise and legal compliance

Effectively manage the leasing and/or other arrangements at the property to secure tenure and maintain a good rapport with relevant stakeholders, and comply with all franchise and legal requirements, including:

Proactively managing the leasing and/or other arrangements at the property, including liaising with landlords, their appointed agents and representatives, and body corporate / strata corporation.

Identifying and complying with all obligations in the Franchise Operations Manual.

Identifying all relevant federal, state and local laws, codes and regulatory requirements and undertaking scheduled checks to ensure compliance.

Identifying insurance requirements for the property and arranging adequate insurance.

Negotiating and arranging contracts for goods and services providers, wholesalers and clients.

Developing positive relationships with the Corporate Office Franchise Relationship Manager to maximise business growth and profitability.

3. Business development

Maximise opportunities to increase sales revenue and to meet and exceed sales targets, including increasing the number of national accounts within the property and develop market intelligence concerning customers and the local area, including working with the Business Development Executive in:

Researching, preparing, implementing and monitoring a strategic sales and marketing plan in accordance with procedures in the Sales Manual.

Effectively networking with appropriate bodies as outlined in procedures in the Sales Manual.

Developing and implementing promotional activities appropriate to target market and in accordance with the sales and marketing plan.

Undertaking all sales and related activities as described in the Business Development Executive Position Description.

4. Financial management

Regularly monitor financial data to assess the ongoing performance of the business against budget targets, including:

Establishing and maintaining financial records in accordance with Quest accounting policies and procedures.

Managing accounting requirements according to Quest procedures.

Monitoring financial performance to achieve the profit expectations of the budget.

Providing effective cash flow management.

Managing debtors and creditors in accordance with business plan objectives.

Managing payroll and associated records according to legislative and Quest requirements.

5. Business operations

Effectively monitor and manage the day-to-day operations of the business to ensure that it remains within budget and business goals are met, including:

Operations

⮚ Managing the day-to-day operation of the Front Office Reception, Housekeeping and Maintenance functions according to the Quest Franchise Managers’ Operational Handbook.

⮚ Rostering staff in accordance with operational standards in the Front Office Reception and Housekeeping Manuals and budgeted labour costs.

⮚ Managing occupational health and safety and environment issues as outlined in the Occupational Health and Safety Policy and Procedures and Front Office Reception, Housekeeping and Maintenance Manuals.

⮚ Monitoring food safety in accordance with the Quest Food Safety Program.

⮚ Ensuring the property and facilities are properly secured and monitored.

⮚ Providing after hours service as detailed within Quest Franchise Managers’ Operational Handbook.

Business performance
Monitoring business performance through the achievement of operational targets and review of systems.

⮚ Reviewing the business plan and adjusting as required to maintain business viability in accordance with business goals and objectives.

⮚ Recommending and implementing innovative ideas to enhance business performance and meet changing customer requirements.

⮚ Alerting the Franchisee of any situation which may affect the efficiency or profitability of the business or the Quest Group.

Reporting
Providing management reports to the Franchisee via QIS.

⮚ Completing daily and monthly reports according to QIS procedures.

6. Human resources management

Develop a high-performance team that contributes to the success of the business, including promoting harmonious work relationships, and actively mentoring staff to enable them to perform their positions in a manner that contributes to the profitability of the business and the Quest Group as a whole, including:

Providing leadership through creating and imparting a vision for the business.

Identifying staffing requirements in accordance with the objectives of the business plan.

Recruit, onboard, and train new Front Office staff in alignment with Quest’s Human Resources Management guidelines.

Prepare and manage weekly front office rosters to ensure adequate coverage and compliance with budgeted labour costs.

Define and communicate clear KPIs for Front Office team members focused on guest satisfaction, enquiry conversion, and operational excellence.

Conduct regular performance reviews and provide ongoing coaching and feedback to support individual and team development.

Implement improvement plans where required to maintain service quality and uphold Quest standards.

Preparing and implementing an Induction Program for new staff according to Quest Induction.

Providing staff training as detailed in the relevant Quest Training Programs.

Supervising and coaching Housekeeping / Room Attendant, Front Office Reception, Maintenance and Business Development Executive staff to enable them to undertake their duties to the standards outlined in the Housekeeping / Room Attendant, Front Office Reception, Maintenance and Sales Manuals, and striving for continuous improvement of the positions.

Managing staff relationships and day to day job performance in accordance with legal requirements regarding rights and obligations of employers and employees.

Implementing, where necessary, grievance handling, counselling and disciplinary procedures in accordance with Quest procedures.

Undertaking negotiations to secure a cost-efficient remuneration structure which manages staff cost and rewards performance in accordance with the relevant employment legislation and Awards.

Maintaining staff records of personal, payroll and training information according to Quest procedures.

Conducting performance appraisals for direct reports and others as required according to Quest procedures.

Conducting regular staff meetings to seek staff feedback and to provide information on Quest’s business performance and the local business area, including actively motivating staff and building team spirit.

Complying with all requirements of employment, equal employment opportunity, anti-discrimination, bullying, harassment and sexual harassment legislation.

7. Customer service

Be an ambassador of The Quest Way, including:

Role modelling excellent customer service at all times and acting in a manner which reflects the Quest Way.

Ensuring all services meet or exceed Quest requirements as identified in relevant policies and procedures.

Knowing all clients and guests personally and using their name.

Actively monitoring the behaviour of guests and visitors to ensure the actions of any individual or group does not impinge upon the comfort and enjoyment of others.

Attending to guest complaints and concerns in a prompt and professional manner according to Quest procedures.

Maintaining high standards of personal presentation and wearing the Quest uniform as detailed in the Quest Uniform Policy.

Key responsibilities by operational area

1. Front Office Reception

Work in the position of Receptionist for a minimum of 5 shifts per week.

Operate on Reception at peak periods, from 7.30am to 9am and 4.30pm to 7pm, or whenever the bulk of guests are expected for any given day.

Oversee the allocation and management of room allotments to ensure that occupancy and yield are maximised.

Conduct Front Office Reception duties out of hours as per terms of employment.

Answer the bell out of hours and personally check in late arrivals.

Conduct night audits.

Reconcile night audits.

2. Housekeeping

Conduct random physical inspections of guest rooms (5 - 10 per week) in conjunction with the Housekeeping Team Leader / Supervisor.

Review guest comment cards in conjunction with the Housekeeping Team Leader / Supervisor and devise actions and procedures to rectify problems immediately and in the long term.

Undertake stock takes to ascertain the usage and current stock holding of housekeeping supplies and consumables.

Keep abreast of changes in cleaning practices and housekeeping methods and encourage and oversee a program of continuous improvement in the Housekeeping team.

Undertake Housekeeping / Room Attendant duties in periods of low occupancy to avoid the necessity to roster staff.

3. Maintenance

Liaise with the Housekeeping Team Leader / Supervisor to ensure reporting of maintenance tasks is undertaken systematically.

Monitor the performance of the Maintenance department, particularly response times for replacements/repairs of items in guest rooms.

Conduct a weekly inspection of the property grounds to ensure presentation is to the required standard.

Undertake maintenance activities within the scope of expertise and training e.g. replacement of light bulbs and tap washers.

Engage trades persons and contractors where necessary to undertake work.

Ensure all work is completed to the required Quest standards.

4. Information Technology

Implement operational policies and procedures which ensure the integrity and stability of the information technology employed by Quest.

Manage the information technology systems to protect the integrity of the Reservations and Accounting systems.

Protect the integrity of Quest electronic data by ensuring that daily data backups are conducted, and the data copies are secured against loss by fire, theft or accident.

Ensure that in the event of a major “system down” that system access and operation of a suitable diagnostic and recovery procedure is available.

Establish and maintain a secure record of the software and computer hardware owned by Quest.

Develop information technology solutions and opportunities, which may enhance the services and facilities of Quest.