The General Manager manages and grows 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. The role reports to the Franchisee and has direct reports including Business Development Executive, Front Office Reception staff, Housekeeping / Room Attendant staff, and Maintenance staff.
Key responsibilities
Undertake financial and business planning to establish goals consistent with maximising growth and profitability, including analysing financial requirements and preparing budgets in accordance with the Quest business planning process
Proactively manage leasing and other arrangements at the property, including liaising with landlords and body corporate representatives
Identify and comply with all obligations in the Franchise Operations Manual and all relevant federal, state and local laws, codes and regulatory requirements
Identify insurance requirements for the property and arrange adequate insurance
Negotiate and arrange contracts for goods and services providers, wholesalers and clients
Maximise opportunities to increase sales revenue and meet and exceed sales targets, including developing market intelligence and working with the Business Development Executive on strategic sales and marketing plans
Regularly monitor financial data to assess ongoing performance against budget targets, including establishing and maintaining financial records in accordance with Quest accounting policies
Effectively monitor and manage day to day operations including Front Office Reception, Housekeeping and Maintenance functions according to Quest procedures
Roster staff in accordance with operational standards and budgeted labour costs
Manage occupational health and safety and workplace issues as outlined in Quest policies and procedures
Develop a high performance team through providing leadership, identifying staffing requirements, recruiting staff, providing training,



supervising and coaching staff, and conducting performance appraisals
Be an ambassador of The Quest Way, including role modelling excellent customer service and ensuring all services meet or exceed Quest requirements
Work in the position of Receptionist a minimum of 5 shifts per week and operate on Reception at peak periods
Conduct random physical inspections of guest rooms in conjunction with the Housekeeping Team Leader and review guest comment cards to devise actions to rectify problems
Monitor the performance of the Maintenance department and conduct weekly inspections of property grounds
Implement operational policies and procedures which ensure the integrity and stability of information technology systems
Assist the Franchisee with comparing actual results to budget and liaising with bookkeepers and tax accountants
Monitor services to ensure guest satisfaction and monitor enquiries to ensure conversion
Work with Business Development Executive to establish referral relationships with local hotels, conference centres, hospitals and tourist booking agencies
About you
Tertiary qualifications in a business discipline
A minimum of 2 years' experience in a supervising or management position in an accommodation environment
Business acumen
Networking
Negotiation
Communication (written and verbal)
Human resource management
Teamwork
Interpersonal skills
Organisational, planning and time management
IT – MS Word, Excel, Internet, Outlook
A high degree of self-motivation and drive
A solution focused approach to problem solving
Enthusiasm for sales
Confidence with customer service
A friendly and approachable manner
Maturity to work unsupervised
An ability to work calmly when under pressure
High standards of personal presentation
Passion for the hospitality, travel and tourism industries
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📌 Hotel General Manager (Melbourne)
🏢 Quest Burwood East
📍 Melbourne