GM

General Manager
Role Purpose

The General Manager is responsible for the overall management and operation of the hotel apartment,
ensuring that all departments achieve operational excellence and provide exceptional guest experiences.
This role entails overseeing daily operations, staff management, financial performance, guest satisfaction,
strategic planning, and risk control.
The GM acts as the brand ambassador, upholding the hotel’s reputation and ensuring alignment with
company standards. Reporting directly to the Managing Director and working in close coordination with the
Financial Controller, the General Manager is accountable for driving profitability, maintaining compliance
with policies and procedures, and achieving business targets through team leadership and cross-functional
collaboration.
Quality Innovation Customer Centricity Transparency Respect & Integrity
The words noted above are the Values that Motisun Group employees live daily and anyone working for /

applying to our company should strive to be successful in each of these areas.

Key Performance Areas : What is Done

KPA 1:
Operational Excellence

Ensure all hotel departments operate efficiently and deliver high-quality
service consistently.

Outcomes:
 Oversee daily operations across all departments.
 Conduct regular HOD meetings to monitor performance.
 Ensure departmental SOP compliance.
 Maintain high service standards.
 Handle operational escalations promptly.
 Coordinate cross-departmental collaboration.
 Monitor guest satisfaction scores.
 Train staff on updated procedures.
 Conduct operational audits.
 Ensure timely procurement and inventory control.
KPIs:
KPI Description Target for
Superior
Performance

Measure
ment

Weight
age
Employee’s
Assessmen
t
Managers
Assessment

Agreed
Score

Departmental
Audit Score

>95% Internal Audit
Reports

25%

Guest Satisfaction
Score

>90% Feedback Surveys 25%

SOP Compliance 100% Compliance
Checklist

20%

HOD Meetings
Held

Weekly Meeting Minutes 15%

Operational Issue
resolution time

<24 hours Incident Reports 15%

Manager Comment : Employee Comment: