Studio General Manager

**Studio General Manager**

Full-Time // 75% In-Studio, 25% WFM

**About Kolm**

Kolm is Vancouver’s immersive hot cold breath studio. A contemporary, science-backed, hospitality-led experience designed to help people feel happier, calmer, and more connected. Through guided and self-guided sessions, we blend sauna, ice bath, breathwork, somatic tools, aromatherapy, and sensory curation to create meaningful, transformative journeys.

Every detail matters at Kolm. Our culture is rooted in excellence, accountability, presence, and compassion. We are looking for a Studio General Manager who thrives in an in-person, high-touch environment and who brings strong operational rigor, proactive problem solving, and a hospitality-first approach.

Our vision is to grow to 50 locations across North America in the next 10 years. There is ample opportunity to grow with us.

**About the Role**

The General Manager is the operational leader responsible for the daily excellence of the studio. They ensure smooth execution across guest experience, staffing, facilities, sales support, and on-floor operations. This role is deeply embedded in the studio - present, attentive, and acting as a constant anchor of hospitality and consistency.

This position reports directly to the Founders, and directly manages Assistant GM, Front of House, Back of House, and Guides.

**Who You Are**

You are a natural leader.

You are grounded, warm, and deeply present.

You love being on the floor and in the action.

You take pride in running a tight ship, noticing everything before others do.

You thrive in structure, checklists, and operational clarity.

You hold compassionate but firm boundaries.

You can identify problems and fix them before they become issues.

You care about people and elevating their experience.

You regularly attend Kolm sessions.

You don’t just work at Kolm — you live and breathe the brand.

This role requires someone who is:

- Calm, clear, and solutions-oriented
- Process oriented, who excels at creating processes for everything
- Obsessed with details, consistency, and follow-through
- A strong communicator who can train & lead staff as well as uphold standards
- Comfortable enforcing punctuality and operational policy with all staff -Proactive in resolving issues rather than reporting them
- Naturally hospitable and enjoys being in studio
- Invested in the Kolm brand, mission, and experiential integrity

**Key Responsibilities**

**In-Studio Leadership & Hospitality**
- Feel at home in the studio as the primary on-floor leader during shifts, embodying warmth, presence, and hospitality excellence.
- Notice the smallest things out of place and strive for perfection in studio presentation.
- Address guest questions, concerns, and escalations with empathy and clarity.
- Model the Kolm experience ensuring all sensory, operational, and emotional touchpoints are delivered consistently.
- **Regularly attend Kolm sessions to stay fully connected to the guest experience and identify opportunities to improve flow, hospitality, and systems in real time.**

**FOH & BOH Team Support & Coaching**
- Lead all recruiting, onboarding, and training for FOH/BOH roles.
- Coach, train, and develop Front of House and Back of House teams on hospitality, procedures, communication, and operational flow. Continually upping staff standards.
- Ensure staff is following correct procedures, standards, and SOPs.
- Provide consistent and timely feedback to FOH/BOH with clear follow-through.

**Operational Excellence & Standards**
- Oversee all day-to-day execution with uncompromising detail: opening/closing, cold tub ops/chemical ops, turnover timing, scent protocol, cleanliness, locker usage, first-timer flow, and safety.
- Enforce punctuality and policy adherence for all staff, including Guides, with direct and supportive communication. Ensure team success.
- Manage staffing adjustments and session flow in real time to preserve guest experience.
- Uphold Kolm’s brand voice, standards, and hospitality principles across all touchpoints.
- Maintain merchandise inventory and presentation.

**Technology, Reporting & Admin**
- Manage and oversee Mariana Tek: class sign-in, waitlists, membership actions, account updates, booking issues, cancellations, no-shows, etc.
- Own weekly and monthly reporting, including attendance trends, membership updates, first-timers, conversion funnels, SG usage, and operational KPIs.
- Help maintain accurate documentation, SOP updates, and internal communication systems.

**Payroll**
- Prepare, review, and process payroll cycles with precision.
- Ensure timecards, hours worked, SG rates, and bonus structures are accurate and submitted on time.
- Follow up with staff proactively to resolve discrepancies.

**Facilities & Maintenance Resolution**
- Perform regular facility checks to ensure the sauna, ice bath, HVAC, lighting, scent, plumbing, and equipment are functioning at the highest standard.
- Resolve maintenance issues direc