Post by Quest Apartment Hotels

What does it actually mean to go that extra mile for your guests? It’s a question we ask a lot at Quest, and one that is answered in our annual Quest Hero Awards, where we honour members of the Quest family who embody the spirit of service and hospitality.   This year, we received an exceptional calibre of nominations from Quest properties all around Australia sharing stories of how people in roles from housekeeping, front of house and guest experience go above and beyond, each one highlighting the power of thoughtful choices, meaningful touchpoints, and genuine care in shaping how a stay feels.   On 11 June, senior leaders from across the business came together at Rupert on Rupert in Collingwood, Melbourne, to celebrate this year’s finalists:   Our 2026 National Finalists   Robin McFadzen, Guest Service Agent, Quest Rockhampton Recognised for being a calm, steady hand when guests need support the most, from rushing to the aid of a wheelchair user who’d fallen from her chair in the street, to handling a crisis moment for a guest in a way that left her feeling safe and cared for, Robin exemplifies what we mean when we talk about creating a home away from home for our guests.   Gianni Domenicone, Hotel Manager, Quest Sydney Olympic Park A proper innovator, Gianni was recognised for reimagining key moments in the guest journey and transforming pain points into memorable experiences. One example? Tackling frustrating lift queues after major events by launching ‘Quest Encore’, welcoming guests back to the lobby with snacks, drinks and themed music, and in turn making what could have been a boring bottleneck into a lovely surprise. This thoughtful shift bumped guest satisfaction scores by over 10%!   Mae Marsh, Executive Housekeeper, Quest Ipswich Mae’s level of care is instinctual and intuitive. We recently saw a review from a guest who was blown away when Mae overheard his washing wasn't dry before work; she tracked down his room number, finished his laundry, and left his clothes neatly folded on his bed.   And our 2026 Quest Hero National Winner is… Jessica Druveni, Front Office Team Leader at Quest Werribee! Jessica leaves a lasting impression on every single guest. Even media personality Osher Günsberg felt compelled to leave a beautiful handwritten drawing comparing his transformation at the hotel from a stressed caterpillar to a happy butterfly after some thoughtful touches she organised.   Congratulations to Jessica, our finalists, and every nominee across the Quest network who go further to create the moments that matter! You represent the very best of Quest.   #QuestHeroAwards #QuestApartmentHotels #GuestExperience #Leadership #MomentsThatMatter #Hospitality #TeamRecognition

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