Bruce headshot

Topics

Unified Organizational Approaches to Change

“Bruce Himelstein acknowledges that the outstanding reputation of Ritz-Carlton is most vulnerable to leaders & staff who could fail to be responsive to the needs of a changing customer base, avoid taking risks, or who allow the brand to become out of step with the times. BUT, with such an impressive track record of accomplishment, it would be equally unwise to initiate poorly thought out change…..simply for change sake.”
Dr. Joseph Michelli, Author of the New York Times bestseller: “THE NEW GOLD STANDARD”

Bruce was selected to bring change to an iconic, global brand. His leadership is credited with repositioning Ritz-Carlton through collaboration and bringing down the silos. He will share his experience of:
– Creating a new vision
– Developing an internal coalition of support
– Having the right seats at the table
– How data & metrics are the most effective salespeople
– How he created and led the organizations new battle cry…”It’s time to blow the dust off the lion & crown”
– It’s an evolution, not a revolution
– Authenticity and relevance

Bruce Himelstein will leave your team discussing his program long after they have returned home!

Thriving in Disruption

Recognized for his ability to identify and implement strategies to maintain relevance in today’s rapidly evolving business world, Bruce Himelstein delivers valuable insight to help individuals and organizations in any workplace or industry build and maintain a successful brand, develop a culture of service and employee loyalty and harness talent to effectively foster innovation and workplace wellbeing.

Leadership

“Take your work seriously, not yourself!”

Bruce Himelstein’s leadership experience and style has propelled his career from Bellman to Chief Marketing Officer of a global, iconic brand…The Ritz-Carlton. He shares his learnings from what produces positive results, focused individuals and team dynamics.

Leadership is about resilience and no fear of change. He crushes the myth of “We don’t do that here” and offers personal examples from his vast experience.

As a leader, what type of role model do you want to be? Bruce will show you.

Customer Service

Customer Service IS you brand. We all come to expect it, but very few organizations embrace the strategy. While Bruce led the Ritz-Carlton Brand, customer service was squarely in the center of all strategies. Learn the secrets to unleashing a powerful method to transform you team to be more customer centric.

Branding

Everything your organization does, adds or detracts from you Brand equity. Himelstein shares his experience from his days at Marriott, Ritz-Carlton and Loews Hotels. Bringing the firewalls down within your organization actually strengthens your brand and increases your share of the market. Be clear on who you are for the internal AND external customer. Bruce will share his board room presentations to accomplish this goal!

Bruce Himelstein

Expert in Corporate Leadership | Team Building | Customer Service | Patient Care

Hospitality, Healthcare and Business have more in common than you think and the combination of Bruce Himelstein’s 30+ years’ experience in the hospitality industry will provide you a unique perspective on the challenging demands of “Customer service” and “Patient care”.

Credited with leading some of the travel and hospitality industry’s most prestigious domestic and global brands, Bruce, as Corporate Vice President of Sales and Marketing for The Ritz-Carlton Hotel Company, successfully implemented the renewal and transformation of the trusted luxury brand, with his groundbreaking “Blow the Dust Off the Lion and Crown” campaign.

More than just offering highly experienced and incredibly savvy consulting and facilitation services, Bruce has a passion for sharing his expertise in leadership and the importance of team-building, workplace wellbeing, customer service and patient care.

Now that healthcare and hospitality are at an intersection, Bruce’s many years of experience in the hospitality industry uniquely qualifies him to speak to the increasing demands and challenges while focusing on the improvement of the “patient experience”.

Whether it’s the care of clients, customers, guests or patients, Bruce’s range of experience from Ritz-Carlton and as a hospital board member give him a unique perspective including the importance of developing a culture of innovation and creativity, workplace wellbeing and the positive “patient experience”.

Background

  • Former Executive of Ritz-Carlton, Loews, and Marriott Hotels
  • Recognized as “one of the Top 25 Most Extraordinary Minds in Sales and Marketing” by the Hospitality Sales and Marketing Association International (HSMAI)
  • An inductee into The American Marketing Association Hall of Fame, Bruce’s work with the Ritz-Carlton was featured prominently in the New York Times bestseller, The New Gold Standard.
  • Sought out for his expertise in human resource challenges, including brand standard, accountability, employee engagement, talent selection, training and mentoring.
  • Served on the board of a Maryland hospital for more than 2 years and has been a guest speaker for numerous healthcare organizations.

Topics

Unified Organizational Approaches to Change

“Bruce Himelstein acknowledges that the outstanding reputation of Ritz-Carlton is most vulnerable to leaders & staff who could fail to be responsive to the needs of a changing customer base, avoid taking risks, or who allow the brand to become out of step with the times. BUT, with such an impressive track record of accomplishment, it would be equally unwise to initiate poorly thought out change…..simply for change sake.”
Dr. Joseph Michelli, Author of the New York Times bestseller: “THE NEW GOLD STANDARD”

Bruce was selected to bring change to an iconic, global brand. His leadership is credited with repositioning Ritz-Carlton through collaboration and bringing down the silos. He will share his experience of:
– Creating a new vision
– Developing an internal coalition of support
– Having the right seats at the table
– How data & metrics are the most effective salespeople
– How he created and led the organizations new battle cry…”It’s time to blow the dust off the lion & crown”
– It’s an evolution, not a revolution
– Authenticity and relevance

Bruce Himelstein will leave your team discussing his program long after they have returned home!

Thriving in Disruption

Recognized for his ability to identify and implement strategies to maintain relevance in today’s rapidly evolving business world, Bruce Himelstein delivers valuable insight to help individuals and organizations in any workplace or industry build and maintain a successful brand, develop a culture of service and employee loyalty and harness talent to effectively foster innovation and workplace wellbeing.

Leadership

“Take your work seriously, not yourself!”

Bruce Himelstein’s leadership experience and style has propelled his career from Bellman to Chief Marketing Officer of a global, iconic brand…The Ritz-Carlton. He shares his learnings from what produces positive results, focused individuals and team dynamics.

Leadership is about resilience and no fear of change. He crushes the myth of “We don’t do that here” and offers personal examples from his vast experience.

As a leader, what type of role model do you want to be? Bruce will show you.

Customer Service

Customer Service IS you brand. We all come to expect it, but very few organizations embrace the strategy. While Bruce led the Ritz-Carlton Brand, customer service was squarely in the center of all strategies. Learn the secrets to unleashing a powerful method to transform you team to be more customer centric.

Branding

Everything your organization does, adds or detracts from you Brand equity. Himelstein shares his experience from his days at Marriott, Ritz-Carlton and Loews Hotels. Bringing the firewalls down within your organization actually strengthens your brand and increases your share of the market. Be clear on who you are for the internal AND external customer. Bruce will share his board room presentations to accomplish this goal!

Video

Testimonial

Our management group was captivated by Bruce’s presentation style, breadth of experience and relevant examples. It’s a job well done, when long after the speaker has presented, the wheels keep turning in the minds of the audience.

— Coleen Holloway, Manager, Communication Services, Qualico

Testimonial

As a hospital president committed to creating exceptional patient experiences, I found Bruce Himelstein's insights, keen sensibility, practical recommendations and candid input proved a valuable contribution to our patient-centered care journey." He saw things through a "different lens" which enriched our perspective on patient/consumer experience. As a board member, he listened and learned about our unique circumstances. Then Bruce challenged and encouraged us to identify opportunities and to expand the use of proven hospitality approaches into our healthcare delivery settings." Thank you Bruce for sharing your talent with me and the SGAH leadership team.

— CEO, Shady Grove Hospital, Rockville, MD