Tanmayee Gange

Operational Management & Property Operations

• Manage the daily front office operations of a 39-room serviced apartment property, ensuring Quest standards, guest satisfaction and business objectives are achieved.
• Oversee reservations, check-ins/check-outs, guest enquiries, complaint handling and service recovery.
• Support the overall management of the property and ensure smooth operations in the absence of the Franchise Director.
• Work closely with housekeeping and operational teams to maintain apartment standards, availability and guest experience.
• Monitor daily operations and identify opportunities to improve efficiency, guest satisfaction and business performance.

Team Leadership, Training & Staff Management

• Guided front office and housekeeping team members, providing operational support to meet service standards and achieve business objectives. • Hiring, onboarding, training new employees. And providing induction in accordance with Quest procedures. • Prepare and manage staff rosters to ensure appropriate staffing levels and efficient daily operations. • Lead recruitment activities by reviewing applicants, arranging interviews, communicating employment requirements and assisting with onboarding. • Provide feedback, guidance and support to team members to maintain service standards and resolve operational issues.

Revenue Management, Reservations & Distribution Channels

• Manage reservation operations through RMS, ensuring accurate bookings, apartment allocation and inventory control.

· Monitor occupancy levels across various OTAs and website, room availability and revenue opportunities to support business performance.

· Manage communication with online travel agencies (OTAs) including Booking.com, Trip.com and other accommodation platforms.

· Identifying new OTA channels and ensuring they are set up adhering to their platform requirements, account management, payment arrangements.

· Identify opportunities to improve revenue through promotions, channel performance and effective management of accommodation enquiries.

Business Development & Corporate Partnerships

Developed and maintained business relationships with local businesses and corporate clients, identifying collaboration opportunities that increased accommodation referrals. • Conduct proactive outreach through emails and phone calls to potential corporate clients, local firms and conference organisers to generate new accommodation enquiries and increase direct bookings. • Establish and manage partnerships with local businesses to enhance guest experiences, create referral opportunities and support additional revenue streams. • Research potential business opportunities within the local area and identify organisations that may require accommodation solutions for employees, visitors or events. • Communicate with corporate clients and external partners to understand their accommodation requirements and provide suitable solutions based on their needs. • Support the development of corporate accommodation relationships by following up on enquiries, maintaining communication and building long-term partnerships. • Represent Quest on Queen professionally when communicating with external businesses, suppliers, clients and potential partners. • Collaborate with internal teams to ensure business partnerships and corporate arrangements are effectively implemented and meet guest and business expectations.

Marketing & Business Promotion

• Support business promotion through social media management, digital marketing activities and local business engagement.
• Develop promotional activities based on seasonal demand, local events and occupancy requirements.
• Identify opportunities to improve the property's online presence and strengthen brand awareness.

Guest Experience & Customer Relationship Management

Manage guest enquiries, complaints and service recovery matters, providing appropriate solutions including refunds, compensation or alternative arrangements where required.
• Handle escalated guest concerns professionally and independently while maintaining positive customer relationships and protecting the reputation of the business.
• Build and maintain strong relationships with repeat guests, corporate clients and long-stay residents to encourage guest loyalty and repeat business.
• Monitor guest feedback across online travel agency platforms, website reviews and other guest satisfaction channels to identify trends and areas for improvement.
• Analyse recurring guest feedback and coordinate with relevant teams, including housekeeping and external contractors, to implement improvements and maintain property standards.
• Follow up on operational issues and ensure corrective actions are completed within appropriate timeframes to improve guest experience and overall property presentation.

Long-Stay Accommodation Management

•Manage long-stay accommodation enquiries through social media platforms and other channels to identify potential residents and maximize apartment occupancy.
• Review long-stay applications, assess suitability based on business requirements and coordinate the approval process with management where required.
• Discuss accommodation arrangements, pricing, payment requirements and payment schedules with prospective long-stay guests.
• Manage ongoing communication with long-stay residents, including apartment allocation, move-in arrangements and addressing operational requirements throughout their stay.
• Coordinate with housekeeping, maintenance and other relevant teams to ensure long-stay apartments are prepared, maintained and meet guest expectations.

Financial & Administrative Responsibilities

• Process and monitor accommodation transactions, reservations and guest accounts using RMS systems.
• Assist with revenue-related activities by monitoring room availability, OTA performance, booking trends and opportunities to improve occupancy and revenue outcomes.
• Liaise with online travel agencies regarding account requirements, payment processes, commission structures and platform-related matters.
• Maintain accurate operational records and complete reporting requirements relating to reservations, occupancy and property performance.
• Complete operational reporting requirements including reservation monitoring, occupancy analysis and business performance tracking.
• Ensure compliance with Quest policies, procedures, health and safety requirements and operational standards.

Manage hotel operations outside reception hours, ensuring guest safety, comfort, and service continuity overnight.

• Handle after-hours check-ins, guest lockouts, booking inquiries, and room upsells to maximize occupancy and revenue.
• Respond to and resolve building emergencies including fire alarms, tailgating incidents, water leaks, and access control issues.
• Coordinated with emergency services, security personnel, and contractors to resolve incidents swiftly.
• Maintain accurate records of incidents, guest interactions, and building issues for handover to day management.

• Support daily front office operations, delivering exceptional guest service across all channels in person, phone, and email.
• Manage guest check-ins/check-outs, resolve issues promptly, and maintain room and property presentation standards.
• Coordinate with housekeeping, maintenance, and vendors to ensure timely completion of tasks and smooth operational flow.
• Handle after-hours hotel operations independently, including emergencies and tenant support.
• Liaise with long-stay guests and corporate clients, supporting relationship management and service continuity.
• Support business development by promoting Quest Network services, providing local area information, and engaging with prospective corporate and long-stay clients.
• Conduct nightly audits, reconcile reports, and ensure accuracy in daily revenue and reservation data using the Property Management System (PMS).
• Research and identify upcoming events and conferences in Auckland to explore partnership opportunities and position the hotel as a preferred accommodation provider on official event websites.
• Manage and maintain the hotel’s social media presence to engage audiences, promote brand visibility, and support marketing initiatives.

• Managed phone and email inquiries, reservations, and guest requests using the Property Management System (PMS).
• Assisted with guest check-ins and check-outs, providing a welcoming and efficient front desk experience.
• Supported day-to-day front office tasks including key preparation, room allocation, and handling guest feedback.

• Delivered client account management and support for international corporate clients like Infosys.
• Acted as a primary liaison between service teams and clients, ensuring service quality.
• Provided consultative support in areas of business automation and digital solutions.
• Maintained CRM records and contributed to client retention through proactive communication.
• Built long-term client relationships using hospitality-level service standards.

• Supported pastry operations in the hotel’s multi-cuisine outlet.
• Ensured quality control and presentation standards of desserts and baked goods.
• Maintained stock and inventory levels for the pastry kitchen.
• Collaborated with kitchen staff to ensure timely and smooth service during peak hours.

• Completed rotational internship across Front Office, Food & Beverage, Learning & Development, and HR departments.
• Gained hands-on experience in guest relations, concierge services, training coordination, and administrative support.