Find out how some of our existing hotel franchisees have built success by applying the Quest business model.
Catherine Mapperson
Quest on Dorcas and Quest South Melbourne, VIC
Buying a hotel franchise was never Catherine Mapperson’s goal. But after working as a Quest employee for a number of years, she felt confident enough in the structure and support the company offered to franchisees to invest in her own Quest business. 18 years later, Catherine relishes her position as a hotel franchisee for two Quest properties.
“My involvement as a franchisee has been fantastic. While I never had a lifelong dream of working in hospitality, or owning my own business, the nature of Quest as a fast growing company, means opportunities really do come up regularly.” She says the prestige from being associated with a large, established company, with common network standards, is of great benefit.
“The relationship with Quest Corporate Office is really important as it can be very difficult to get your foot in the door with major accounts. Having access to the National Account Managers can help with that as they can assist with contacting potential accounts that are moving into the area. This is where you can really rely on the network to help facilitate accessing and building the relationship with new companies.”
“A crucial part of my Quest business success has been the supportive relationships with other Franchisees who spur you on and give you new ideas on ways to continually improve,” says Catherine.
Catherine is also delighted that many team members have worked at the hotel franchise in excess of 5 years and she values the close friendships with many current and past team members.
Mark and Ky O'Shea
Quest Bundoora, VIC
Husband and wife team Ky and Mark O’Shea have worked most of their careers in the hospitality and tourism industries – Mark starting out as a Chef, whilst Ky worked as a travel agent and in events and conferencing roles. Their journey led them to become Property Managers with Quest, and it was during this time they realised the excellent opportunity to be had by becoming Quest franchise business owners in their own right.
As the Franchisees of Quest Bundoora in suburban Melbourne, they take great pride in delivering a personalised experience to their guests, and delivering the extra 1% on a daily basis.
“We love getting to know our guests by name, ensuring their favourite drink is in the fridge upon arrival to the property, and even driving them to their place of work in the Quest Bundoora shuttle bus,” says Mark.
Ky and Mark have clearly defined roles in their Quest hotel franchise business – Ky looks after the sales, local marketing and finance tasks, whilst Mark oversees operational, maintenance and housekeeping matters.
“The structure works really well for us – it provides us with a working lifestyle, and the flexibility to spend time with our children.”
Although Ky and Mark have years of hospitality industry experience, they are quick to advise potential Quest franchisees they do not need to be an expert.
“The Quest franchise system is robust, and there is support every step of the way. With the network of Quest properties expanding quite rapidly, there are great opportunities to grow your business and achieve success,” says Mark.
Phil Willey
Quest Wollongong and Quest Nowra, NSW
With a background in a variety of management roles in the corporate world, Phil Wiley, Franchisee of Quest Wollongong and Quest Nowra in regional New South Wales, came to Quest Apartment Hotels with a key skill – the ability to build and maintain relationships.
“Relationships are very important as a Quest Franchisee. Not only the relationships you have with your guests, but all stakeholders, including your own team members, the landlords, suppliers and Quest Corporate Office staff,” says Phil.
“One of the great things about being a Quest Franchisee is that you are working for yourself; it is your business and you can have a direct impact on its success. However, the ability to be a business owner is teamed with a strong, nationally recognised brand, and the support of the Franchisor. The support offered by Quest Corporate Office is extensive and covers sales and marketing, legal, HR, and administration.
“My advice to potential Quest Franchisees is to have the passion for running your own business, and a willingness to commit to working in the business, to ensure you are at the helm to drive its growth. If someone had told me when I joined Quest that I would own a second Quest business within two years, I would have told them they had rocks in their head! Quest franchisees come from all walks of life, so speak to a few to understand their journey. Running a Quest franchise business is common sense – I failed HSC, and if I can do it, anyone can!”