Quest announces two key management roles
Guest experience Identified as one of the key drivers for the company’s brand success in 2022
Quest Apartment Hotels has announced the appointment of two key management staff with Jeff Baars moving into a new Chief Customer Officer role while Ellen Wilson has been promoted to Head of Brand & Marketing.
Managing Director for The Ascott Limited in Australia, David Mansfield, said a key component of the chief customer officer role will be in providing the senior leadership team with enhanced visibility of the ways in which travellers engage with the Quest brand and contribute customer-centric ideas on building stronger guest relationships.
“Ensuring we are meeting and responding to the changing needs of guests forms the core of our strategy for success at Quest this year,” said Mr Mansfield.
“I congratulate Jeff on his appointment as COO. His passion for the brand perfectly aligns with our plans for keeping the guest experience top of mind as we invest in growing our brand equity.”
The Quest guest experience has been identified as one of the key drivers for the company’s brand success in 2022.
As CCO, Mr Baars said he was looking forward to continuing to provide new solutions to improve the guest experience at every stage of the customer journey with Quest.
“I’m excited for the year ahead, as we continue to explore new ways of enhancing guest experiences for every type of stay,” he said.
“I see my new role as another investment by Quest in achieving our vision of being recognised as the preferred franchising provider due to our proven track record in franchisee success and increased value of their business.
“Building an emotional connection with our guests, team members and the wider community is our key objective. The more our brand resonates, the more valuable our brand becomes – that’s our shared goal.”
In her new role as Head of Brand & Marketing, Ms Wilson have responsibility for steering the strategic direction and oversee daily operations of the Quest Marketing & Digital team as they work to elevate guest engagement and respond to market trends across 170 hotels.
To support the now broader scope of the Brand Business Unit, Jason Potter has also been appointed in the role of Events & Brand Experience Manager at Quest, where he will manage event logistics and guest experience improvement projects across the brand and support the leadership team.
Mike Parker-Brown is a UK-trained and qualified journalist and an award-winning travel communicator with more than 30 years experience.
Since 2002, Mike has worked as a freelance writer and PR consultant providing his services to major organisations in Australia and internationally in the tourism, aviation, hospitality, recruitment and export marketing sectors.
