Quest Apartment Hotels continues to invest in the guest experience to deliver on its purpose of making corporate stay effortless, today announcing the appointment of Jeff Baars into a new Chief Customer Officer role.Identified as one of the key drivers for brand success in 2022, elevating the Quest guest experience through strategic planning and effective implementation with the franchise network will represent the key focus of the new position.
Managing Director for The Ascott Limited in Australia, David Mansfield, said the Chief Customer Officer role will provide 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 David. “I congratulate Jeff on his appointment as Chief Customer Officer. Jeff’s 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.”
As Chief Customer Officer, Jeff 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,” said Jeff.
“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.”
Concurrently,  Ellen Wilson will be promoted into the role of Head of Brand & Marketing, where she will steer 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.
Chief Customer Officer Jeff Baars said he was thrilled to see Ellen join the Leadership Team.
“I congratulate Ellen on her appointment, and I look forward to seeing her excel in the role,” said Jeff.
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.