English Version
**Job Title**: General Manager (Condesa & Roma Norte)
**Department**: Client Experience
**Employment Type**: Full-time
**About Koti Wellness**
Koti Wellness is a contrast therapy space in Mexico City dedicated to delivering high-level wellness experiences. Our offering combines heat and cold therapies to promote recovery, balance, and holistic wellbeing.
We're a fast-growing brand operating across multiple locations in the city (Condesa, Roma Norte, Lomas de Chapultepec, and soon - Polanco), focused on recovery, balance, and holistic wellbeing.
**Role Overview**
We're looking for a General Manager to lead operations and the team at our Condesa and Roma Norte locations.
This is a key leadership role, where you'll own the full people and operations cycle at your branch, from scheduling and training to performance management and client experience.
You'll be the person who sets the tone, holds the standard, and makes sure the location runs at its best every day.
This role is right for someone who takes full ownership, leads by example, and treats the business like their own.
**Core Responsibilities**
- Build and manage monthly shift schedules, handle absences, and ensure 100% shift coverage at all times
- Lead all new hire onboarding and ongoing team training; coach Managers on Duty (MODs) to independently own their shifts
- Conduct regular 1-on-1s with team members, assess team morale, and escalate key insights to the Head of Operations
- Handle client escalations, complaints, and complex service situations the team cannot resolve independently
- Conduct regular walkthroughs, maintain operational and presentation standards, and proactively propose facility improvements
- Coordinate with vendors and third-party partners (e.g., massage, acupuncture) to ensure services run to Koti standards




- Develop and maintain emergency protocols and respond quickly to unexpected staffing or facility issues
- Coordinate with the Director of Programming to ensure full operational readiness for all events
- Oversee equipment maintenance, track issues, and manage repair and maintenance requests through to resolution
- Prepare the daily briefing sheet and ensure the team is fully informed before every shift
- Provide regular, constructive performance feedback and document incidents; build a motivated, healthy team culture
- Collaborate with other General Managers and leadership to maintain consistent standards across all branches
**Expectations & Mindset**
- Take full ownership of the assigned space and the client experience.
- Maintain a calm, warm, and professional demeanor, even in high-pressure moments.
- Execute protocols consistently and with precision.
- Communicate proactively; ensure high visibility with leadership and teammates.
- Treat colleagues with respect and foster a positive, collaborative environment.
- Show up punctual and prepared; attend to every detail, as clients notice everything.
**What We're Looking For**
- Proven experience in a leadership or management role, ideally in hospitality, wellness, or a service environment
- Strong operational mindset — you notice what's off before anyone has to tell you
- Confident leading and developing a team,



with the ability to hold people accountable while keeping morale high
- Clear, proactive communicator — with your team, with leadership, and with clients
- High standards, consistent follow-through, and sound judgment under pressure
- Someone who takes full ownership of their location without needing to be micromanaged
- Fluent in Spanish & English
- Right to live and work in Mexico
**To Apply**
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- Version en Espanol
**Título del Puesto**: General Manager (Condesa & Roma Norte)
**Departamento**: Client Experience
**Tipo de Empleo**: Jornada completa
**Sobre Koti Wellness**
Koti Wellness es un espacio de bienestar en la Ciudad de México dedicado a ofrecer experiências de alto nível a través de terapias de calor y frío — saunas, tinas frías y sesiones de recuperación.
Somos una marca en crecimiento con presencia en múltiples ubicaciones de la ciudad, enfocada en la recuperación, el equilibrio y el bienestar integral.
**Descripción del Rol**
Buscamos un/a General Manager para liderar las operaciones y al equipo en una de nuestras ubicaciones en la Ciudad de México.
Es un rol clave de liderazgo — serás responsable del ciclo completo de personas y operaciones en tu sucursal: desde la programación de turnos y la capacitación, hasta la gestión del desempeño y la experiência del cliente.
Tú marcas el tono, mantienes el estándar y te aseguras de que la sucursal funcione en su mejor nível cada día.
Este rol es para alguien que toma ownership completo, lidera con el ejemplo y trata el negocio como si fuera propio.
**Responsabilidades Principales**
- Elaborar y gestionar los horarios mensuales de turno, manejar ausencias y garantizar cobertura del 100% en todo momento
- Liderar el

📌 General Manager (Colonia Condesa)
🏢 Koti Wellness
📍 Colonia Condesa