Bruce headshot

Topics

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.

Bruce Himelstein

Hospitality and Healthcare | Customer Service and Patient Care

Hospitality and Healthcare 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” in healthcare.

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 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

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.

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