Mr. Naresh Rawal, Senior Vice President – Sales (India & Middle East) of Star Cruises and Dream Cruises
Can you share your journey in the travel and hospitality industry and what led you to Resorts World Cruises?
For more than three decades, I have been immersed in the travel and hospitality industries, with the last 20 years dedicated to the dynamic world of cruising. Throughout this journey, I have witnessed the remarkable growth of the cruise tourism sector, particularly in India. I’ve had the privilege of being part of this evolution, starting with the iconic Star Cruises, moving through Resorts World Cruises, and contributing to the revitalized Star Cruises and Dream Cruises brands. The cruising industry has become a true passion of mine, one that has only deepened over the years, and it feels like it’s truly in my blood.
What excites you the most about the cruise industry, and how has your experience influenced your approach to sales and marketing?
I firmly believe that the potential of the cruise sector is vast, and this belief fuels my drive to explore innovative approaches that introduce cruising to new and diverse market segments. To succeed, we must stay closely attuned to the pulse of the market, understanding what truly resonates with both our travel agents and customers. For instance, social media has become an essential marketing tool, helping us connect with younger, more digitally engaged demographics and expand our reach.
What are the key elements in creating a seamless and memorable onboard experience for Resorts World Cruises guests?
We are thrilled to officially relaunch the StarCruises and Dream Cruises brands, bringing over 30 years of expertise in the cruising sector as we continue to evolve from the Resorts World Cruises legacy. Feedback is invaluable to us as we move forward. As an Asian cruise line, we have a deep understanding of the Asian market, allowing us to seamlessly blend the ‘software’ of world-class hospitality and service—featuring thematic cruises—with the ‘hardware’ of exceptional onboard facilities. This unique combination sets us apart and ensures an unparalleled cruising experience.
How do you ensure a balance of luxury, comfort, and entertainment to cater to a diverse range of travelers?
To strike the perfect balance between luxury, comfort, and entertainment, we offer a wide array of accommodations, from interior and ocean view staterooms to balcony cabins, as well as our signature, luxurious Palace Suites. These suites come with exclusive privileges and private amenities, including 24-hour butler service, ensuring a truly personalized experience. Comfort is at the forefront, with tranquil spas, climate-controlled rooms, and tailored services designed to cater to every need. Meanwhile, our entertainment offerings are second to none, featuring world-class live shows, exciting adventure activities, and customizable shore excursions. This diverse blend of options guarantees that every traveller can find their perfect balance of relaxation, indulgence, and excitement.
How does guest feedback influence the onboard experience, and how do you adapt to evolving customer preferences?
Guest feedback plays a crucial role in shaping the onboard experience, as it helps us understand traveller preferences and areas for improvement. We actively gather feedback through surveys, direct interactions, and online reviews from our business travel partners, using this data to refine services, amenities, and activities. By staying responsive to evolving customer preferences, whether it’s focusing on wellness, sustainability, or new tech features, we ensure the cruise experience remains fresh, relevant, and satisfying for all passengers.
What sets Resorts World Cruises apart from other luxury cruise brands in the industry?
With the official launch of Star Cruises and Dream Cruises, what sets us apart is our unique blend of world-class Asian-inspired hospitality, personalized service, and exclusive offerings. We provide luxurious accommodations like our Palace Suites with private amenities and 24-hour butler service, while prioritizing comfort with spas and tailored services. Our entertainment options, including live shows, adventure activities, and customizable shore excursions, ensure a one-of-a-kind experience, especially our thematic cruises from Bollywood concerts to family events, etc. This combination of luxury, service, and innovation distinguishes us in the competitive luxury cruise market.
How is technology shaping the future of cruise travel, and what innovations has Resorts World Cruises introduced?
Technology is reshaping the future of cruise travel by enhancing guest experiences and optimizing operations. As a brand, we are committed to introducing innovations such as mobile apps for seamless booking and on-board navigation, and advanced environmental systems to minimize our carbon footprint. These advancements help us deliver exceptional experiences while maintaining a forward-thinking approach to travel. However, we believe that technology must be complemented by the human touch—providing best-in-class service—to create a truly seamless and memorable journey for all our guests.
What key trends do you foresee shaping the luxury cruise industry in the coming years?
Several key trends are poised to shape the luxury cruise industry. Personalized experiences will continue to rise, with services tailored to individual preferences—exemplified by our Palace Suites, which offer 24-hour butler service to meet every guest’s needs. Wellness and health-focused travel will play an increasingly significant role, with luxury cruises providing holistic health programs and onboard spas. Additionally, immersive and destination-based experiences will gain traction, as travellers seek deeper connections with the destinations they visit through unique shore excursions and cultural engagements. These trends signal a shift toward more personalized, immersive, and experiential luxury cruising.
Sustainability is a growing focus in travel. What initiatives is Resorts World Cruises undertaking to promote responsible cruising?
In terms of sustainability, we are deeply committed to maintaining responsible environmental practices, with a high standard of accountability to preserve the ecosystems in which we operate. Our initiatives include improving energy efficiency, conserving fuel and water, reducing solid waste, increasing recycling efforts, protecting marine life, and preventing oil pollution. Additionally, we focus on positively impacting the communities we visit by ensuring that shore excursions support local businesses and offer eco-friendly activities with low carbon emissions, such as jungle trekking, cycling, and walking tours.
What advice would you give to aspiring professionals aiming to build a career in the cruise and luxury travel sector?
My advice for those seeking a career in the cruise industry is to stay adaptable and customer-focused. The industry is constantly evolving, so it’s crucial to keep learning and stay updated on emerging trends, technologies, and sustainability practices. Additionally, building strong relationships and networking within the industry can open doors to exciting opportunities. Above all, a passion for delivering exceptional guest experiences and a deep understanding of the unique needs of cruising travellers will be key to success in this rewarding field.
Any message you would like to share with our readers about Resorts World Cruises and its vision for the future?
With the official launch of StarCruises and Dream Cruises, we look forward to redefining the cruise sector, especially in India and all across Asia, as we embark on a transformation that goes far beyond just a name change. StarCruises will provide travellers seeking a more affordable, lifestyle-driven cruising experience with intimate, unforgettable voyages aboard the Star Voyager and Star Navigator. Meanwhile, Dream Cruises will continue to redefine luxury cruising, offering unparalleled elegance and world-class service aboard our flagship, the Genting Dream.
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