1. Role Overview

The Dive Shop Manager is responsible for the overall operational, customer service, safety, team management, and marketing performance of Sober Diving Center. This role is primarily land-based (approximately 75-80%), with occasional in-water supervision when required to ensure safety and quality. The Manager is the highest operational decision-maker after the owner.

2. Key Responsibilities

2.1 Operations Management

• Oversee daily dive shop operations.
• Manage scheduling for instructors, divemasters, boat crew, and front desk staff.
• Coordinate daily diving logistics (trips, boats, tanks, equipment).
• Ensure SOPs are followed to maintain professional, safe, and efficient operations.
• Supervise equipment management, including distribution, maintenance, repairs, and inventory.
• Monitor daily cash flow, end-of-day balancing, and basic financial documentation.

2.2 Customer Experience

• Ensure a smooth customer journey from booking to post-dive feedback.
• Handle guest complaints, special needs, and unexpected issues.
• Maintain and improve online ratings (Google, TripAdvisor, etc.).
• Implement improvements based on customer feedback and observed issues.

2.3 Team & Staff Management

• Lead and coordinate instructors, DMs, front desk, and boat crew.
• Conduct regular team meetings and internal communication.
• Provide training for procedures, service standards, and customer interaction.
• Foster a professional, positive, and cooperative team environment.
• Oversee onboarding and integration of new team members.

2.4 Safety Management

• Ensure all diving activities follow safety protocols and industry best practices.
• Conduct in-water observation dives when necessary.
• Respond to emergencies and operational disruptions.
• Maintain oxygen kits, first-aid kits, and safety-critical equipment.

2.5 Marketing & Business Growth

• Develop and execute online marketing strategies (Instagram, tiktok, Google, etc.).
• Increase online bookings, with special focus on courses / DMT programs / Group booking.
• Establish and maintain partnerships with hotels, agents, and travel operators.
• Create or coordinate content production (photos, videos, posts).
• Track marketing data and optimize strategies accordingly.

2.6 Administration & Compliance

• Assist with visa, licensing, and regulatory requirements.
• Maintain documentation, contracts, and staff files.
• Build and manage positive relationships with suppliers and local community members.

2.7 Decision-Making Authority

• Act as the shop’s highest operational authority after the owner.
• Make routine and urgent decisions independently when required.
• Lead improvements in workflow, safety, service quality, and operational efficiency.

3. Working Conditions

• Primarily land-based (approx. 75-80%).
• Occasional diving required for supervision or contingency situations.
• Six-day work week; hours may vary by season.
• Must adapt to island lifestyle, peak-season workload, and last-minute operational changes.

4. Performance Expectations (First 90 Days)

• Increase online bookings, particularly for courses and DMT.
• Build a stable operational workflow and reliable daily schedule system.
• Ensure all staff follow Sober Diving Center’s SOPs and service standards.
• Improve communication between departments (front desk, instructors, boat team).
• Assess current marketing channels and implement immediate enhancements.

5. Qualifications

• Experience in dive shop operations or tourism management preferred.
• Strong leadership, communication, and organizational skills.
• Ability to manage a multicultural team.
• Understanding of diving operations and safety standards.
• Marketing experience highly preferred.
• Professional English communication required (French/Spanish/Chinese a plus).

6. Personal Attributes

• Responsible, proactive, and solution-oriented.
• Calm under pressure and adaptable to changing conditions.
• Strong customer-service mindset.
• Respectful, team-focused, and culturally aware.

7. Notes

This Job Description may be refined to fit the operational needs of Sober Diving Center and to match the strengths of the selected candidate.

📩 How to Apply:
Please send your CV to: [email protected]/+6281226743688 (email/WhatsApp)