Service Excellence Director

About the role

The Service Excellence Director leads the Extra Works & Variations framework for a destination, ensuring all alterations align with master plans, brand standards, and financial objectives while minimizing impact on guest experience.

Key responsibilities

• Own the Extra Works & Variations framework across the destination.
• Ensure alterations comply with the Destination master plan, brand & design guidelines, and financial investment goals.
• Establish approval thresholds, delegation of authority, and change‑control processes.
• Evaluate commercial, financial, and operational impact of extra‑works requests.
• Approve or reject variations based on ROI, payback, lifecycle cost, and destination value.
• Control variation budgets, contingencies, and cost escalations.
• Coordinate with Finance on funding, capitalization, and cost recovery.
• Oversee design development and technical feasibility of alterations.
• Work with Engineering, Projects, and consultants to ensure constructability.
• Ensure compliance with statutory, safety, and sustainability standards.
• Monitor execution quality, timelines, and cost adherence.
• Resolve conflicts between operator requirements and destination standards.

Required profile

• Bachelor’s degree in Engineering, Architecture or Construction Management (MBA and PMP preferred).
• 15+ years of experience in large‑scale developments or destination projects.
• Minimum 5 years in senior management of variations, extra works, or complex stakeholder environments.
• Strong background in cost control, contract management, and hospitality or mixed‑use destinations.
• Experience with Red Sea or resort destinations is a strong advantage.

Required skills

• Cost control
• Contract management
• Engineering
• Project management