Hotel Property Manager

Quest Frankston on the Bay is a 78-apartment property located in the Frankston CBD, on the edge of the Mornington Peninsula. Quest Apartment Hotels is the largest and fastest growing apartment hotel operator in Australasia, with more than 170 franchised properties across Australia, New Zealand, the United Kingdom and Fiji. Quest Frankston on the Bay is locally owned and operated, and we welcome guests with a warm local experience and informed recommendations.

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

• Business operations: monitor and manage the day-to-day operations to ensure they remain within budget and business goals are met, including the following:
• Operations: manage the day-to-day operation of Front Office Reception, Housekeeping and Maintenance in line with the Quest Franchise Managers' Operational Handbook.
• Rostering: roster staff in accordance with operational standards and budgeted labour costs.
• Health, safety and environment: manage occupational health and safety and environmental issues per the Occupational Health and Safety Policy and Procedures and relevant manuals.
• Food safety: monitor food safety in accordance with the Quest Food Safety Program.
• Security: ensure the property and facilities are properly secured and monitored.
• After-hours service: provide after-hours service as detailed in the Operational Handbook.
• Franchise and legal compliance: manage leasing and other property arrangements to secure tenure, maintain stakeholder rapport, and comply with franchise and legal requirements, including:
• Leasing and stakeholder liaison: liaise with landlords, agents and body corporate / strata corporations.
• Compliance: identify and comply with obligations in the Franchise Operations Manual and relevant laws, codes and regulatory requirements.
• Insurance and contracts: identify insurance requirements and arrange adequate insurance; negotiate and arrange contracts for goods, services providers, wholesalers and clients.
• Corporate relationships: develop positive relationships with the Corporate Office Franchise Relationship Manager to maximise growth and profitability.
• Sales and market development: maximise opportunities to increase sales revenue and meet/exceed targets, including increasing national accounts; develop market intelligence for customers and local area; work with the Business Development Executive to:
• Sales planning: research, prepare, implement and monitor a strategic sales and marketing plan aligned with the Sales Manual; network with appropriate bodies; develop and implement promotional activities according to the plan.
• Business development: undertake all sales and related activities as described in the Business Development Executive Position Description.
• Financial management: monitor financial data against budget, establish and maintain financial records, manage accounting requirements, monitor performance to meet budget, provide cash flow management, and manage debtors and creditors in line with the business plan.
• Payroll and HR: manage payroll and records in compliance with legislative and Quest requirements.
• Financial and business planning: undertake planning to maximise growth and profitability, including budgeting, identifying goals, and implementing an annual business plan using the Quest template.
• Business performance: monitor performance against targets, review systems, and implement innovative ideas to improve performance and respond to customer needs; alert the Franchisee to any issues affecting efficiency or profitability.
• Reporting: provide variance analysis to the Franchisee for revenue and cost variances against budget.
• Human resources management: develop a high-performance team, promote harmonious work relationships, mentor staff, recruit/onboard/train Front Office staff, prepare rosters, set KPIs, conduct performance reviews, implement improvement plans, provide induction and training, supervise and coach staff, ensure legal compliance, and manage staff relations, grievances, and remuneration in line with Quest policies and employment laws.
• Leadership and guest service: be an ambassador of The Quest Way by modelling excellent customer service, ensuring services meet Quest requirements, knowing clients and guests by name, monitoring guest behavior, addressing complaints promptly, maintaining presentation standards, and adhering to the Quest Uniform Policy.
• Operational area responsibilities:
• Front Office Reception: operate as required, oversee front office during peak periods, manage rosters, handle room allocations, complete night audits, support after-hours operations, lead the reception team, inspect guest rooms as needed, review guest feedback, manage housekeeping supplies, and support housekeeping during low occupancy.
• Maintenance: liaise with the Maintenance team to report and follow up on tasks, monitor response times, conduct weekly property inspections, perform basic maintenance tasks, engage contractors as needed, and ensure work meets Quest standards.
• Information Technology: implement policies to ensure IT integrity, manage Reservations and Accounting systems, back up data securely, ensure system recovery capability, maintain equipment inventory, and explore IT opportunities to enhance services.
• Other: Applicants must have entitlements to work in Australia.

Assistant Manager - Revenue Management Shared Services, Pacific is a listed position at Quest Apartment Hotels and may indicate a broader organisational context.