Bruce Himelstein became president of Oceania Cruises on May 1. He has held senior sales and marketing positions at several hospitality companies and was previously senior vice president of sales and marketing at the Ritz-Carlton Hotel Co., and executive vice president and chief marketing officer for Kerzner International. Himelstein discussed his leadership at the cruise line with cruise editor Donna Tunney.
Q: Why the foray into the cruise industry, after spending much of your career in hotel management?
A: It's natural, as the skills are transferable. Many of our ships' general managers came from the hotel industry.
Q: How will your background in luxury hotel sales and marketing benefit Oceania?
A: I was raised in a customer-centric environment. Oceania has the same focus.
Q: What's the biggest difference in managing a luxury hotel vs. a luxury cruise line?
A: Flexibility. The clock resets every 24 hours in a hotel, [and] once the ship sails. Also there are many purposes to a hotel stay: business, meeting, pleasure. There is only one reason to visit Oceania Cruises: relaxing in a first-class environment with world-class food coupled by an incredible staff.
Q: Since becoming president, how have you gone about taking stock of Oceania's operations?
A: Listening.
Q: Have you cruised aboard any, or all, of Oceania's ships?
A: I have been on the Marina, Insignia and Regatta. Only the Nautica is left until our newest ship, the Riviera, comes on line next spring.
Q: What was your impression of the product and the service level?
A: Humbling. As you have noted, I enjoyed many years in a luxury hotel environment. Onboard our ships I experienced the same high level of service. I was blown away. Our product exceeded all of my expectations.
Q: Where do you see room for improvement?
A: Our customers are loyal and very devoted to Oceania Cruises. I think we should listen to their suggestions and make changes or improvements where necessary.
Q: How crucial are agents to the line?
A: They are our main source of business and are considered a valued partner.
Q: Do you intend to personally engage with travel agents by meeting with them at conferences or on fam cruises?
A: I have been fortunate over the years to engage with many of the same travel partners during my lodging days. They have been warm and welcoming to me. I have and will continue to attend industry conferences as well as making sales calls with our regional sales force. I also would like to bring some of our valued partners here to our Miami headquarters.
Q: Silversea Cruises recently eliminated noncommissionable fees. Does Oceania intend to do something similar?
A: Our competitors' strategies do not dictate our practices and policies. However, Oceania Cruises always keeps an eye on the industry landscape.
Q: Are there any new or emerging destination cruising grounds you'd like to see Oceania ships visit?
A: Presently, we cover the world pretty thoroughly. But our founder and chief itinerary guru, Frank Del Rio, always has his atlas open and is always asking guests and travel partners to share their wish lists.