Riviera Travel River Cruises Adds Chief Customer Experience Officer, Dedicated Onboard Cruise Hosts

Riviera Travel River Cruises has appointed James Golding as chief customer experience officer, and, simultaneously, introduced dedicated cruises hosts across its fleet.  

“As an innovator in the river cruise industry, we are always looking for new ways to enhance the experience we provide to our guests,” said Stuart Milan, president of North America for Riviera Travel. “The appointment of a dedicated chief customer experience officer and the addition of cruise hosts across our fleet are important steps in prioritizing the needs of our North American customers.”

The introduction of dedicated cruise hosts was shaped by guest feedback and insights from Riviera’s travel advisor partners, who highlighted increased interest in opportunities for social interaction and additional support onboard.

With a particular focus on supporting first-time and solo river cruise travelers, these individuals will work closely with existing cruise directors to provide a consistent, guest-centered experience while transforming time onboard into a journey of its own.

“Through these strategic hires, we aim to create an attentive, welcoming and personalized experience for our guests, making time onboard our ships just as lively as time on land,” Milan added.

Cruise hosts will lead onboard activities including quizzes, games, and wellness and movement sessions, including Tai Chi. Unlike traditional entertainment roles, Riviera’s cruise hosts serve as facilitators who help enhance overall onboard experience, adding an extra layer of sociability that allows guests to feel relaxed, comfortable, and at ease throughout their cruise.

The new chief customer experience officer, James Golding, was appointed in mid-March 2026 to oversee the cruise host program and lead the overall customer experience strategy.

Weith nearly 20 years of experience in the travel industry, Golding has been recognized for his innovative approach to guest engagement and customer-centric initiatives. Prior to joining the Riviera team, he served as vice president of global sales at Travelopia, where he managed sales and guest performance initiatives across key markets, including North America.

Under Golding’s management, Riviera Travel recruited and trained the cruise hosts, and made a significant investment in onboarding, rehearsals, and ongoing support to ensure the new hosts are fully aligned with the Riviera experience.  

The cruise host role will be progressively rolled out across Riviera Travel River Cruise’s fleet throughout the 2026 season.