• 2 min de lectura
• 2 min de lectura
Riviera Travel River Cruises has appointed James Golding as Chief Customer Experience Officer while introducing a dedicated cruise host programme across its river fleet, reinforcing the company's focus on enhancing the onboard experience for guests. The new initiative is being progressively rolled out throughout the 2026 season.
According to Stuart Milan, President of North America for Riviera Travel, the creation of the new executive role and the introduction of cruise hosts reflect the company's continued commitment to improving the guest experience, particularly for the North American market. He indicated that the appointments represent an important step in placing customer needs at the centre of Riviera's river cruise offering.
The cruise host programme was developed following guest feedback and consultation with Riviera Travel's travel advisor partners, who identified growing demand for increased social interaction and additional onboard support. Working alongside the existing cruise directors, the hosts will focus especially on assisting first-time and solo river cruise travellers while helping to create a welcoming and engaging atmosphere throughout each voyage.
Rather than serving as traditional entertainment staff, the cruise hosts will organise activities such as quizzes, games and wellness sessions, including Tai Chi, with the objective of encouraging social interaction and enhancing the overall onboard experience. Milan noted that these additions are intended to ensure guests enjoy the time spent aboard as much as the destinations visited ashore.
Golding assumed the newly created position in mid-March 2026 after nearly two decades in the travel industry, including senior leadership roles at Travelopia. In his new role, he is responsible for overseeing the cruise host programme and leading Riviera Travel's broader customer experience strategy. Under his direction, the company has recruited and trained the new hosts while investing in comprehensive onboarding, rehearsals and ongoing development to ensure they deliver a consistent Riviera experience across the fleet.
