Luxury is not about the size of the ship

An inside look at the world of ocean and river cruises

When someone hears the word luxury cruise today, they probably think of elegant suites, impeccable service, Michelin-starred gastronomy, and exotic ports.

All of this is indeed part of this world, but after a few years of working on ocean and river cruises , luxury means something completely different to me:

• Not the size of the ship.

• Not the marble.

• Not the glitter.

• But the person himself, be it a passenger or a colleague.

  
  

In recent years, I have had the opportunity to get to know both worlds from the inside: I have worked as a trainer on luxury ocean liners and as a hotel manager on luxury river ships. Although I want to impress the same guest, the operation, rhythm and service philosophy of the two worlds are fundamentally different, both of which aim to achieve the same goal: to provide an experience that the guest will remember for years to come.

Perhaps the most surprising thing about river cruising is how few people can run a high-quality hotel with such incredible efficiency. Compared to a similar hotel on land, there are often a third of the number of staff working on board, yet guests expect the same level of service. Multitasking is the key to this.

Colleagues naturally excel in multiple roles. There are often no sharp boundaries between breakfast service, cabin preparation, afternoon program support, or evening bar management as in a land-based hotel. Without flexibility, quick adaptation, and teamwork, this model simply wouldn't work.

On the ocean, however, the routines of the employees are structured according to a completely different logic. Due to the larger size, the tasks are much more specialized. Each employee is often responsible for only one part of the same process. This can mean less individual responsibility, but also frequent repetition and monotony, which is why the individual departments are characterized by an extremely high level of specialization and precision.

I also experienced a significant difference in personnel culture between the two worlds:

The atmosphere on a riverboat is almost family-like. Everyone knows everyone else. Colleagues know what's going on with each other, and the daily cooperation is extremely close.

Life on board an ocean liner is more like a small town. Hundreds or even thousands of employees work together, and ethnic communities naturally form, some very close-knit, others less so. Cultural diversity is both a huge asset and a constant leadership challenge.

Yet there is something that both worlds have in common: attention.

If you were to ask me what luxury really means, I wouldn't mention the size of the suites or the number of restaurants. For me, luxury has always been the same, whether I've worked on the ocean or the river: the attention that the guest receives. The ability for the staff to be present, to notice, to help, but never intrusive, to remain discreet, yet to sense exactly when they are needed.

Perhaps this is the most difficult task in luxury hospitality: finding that delicate balance where the guest feels that all their wishes are fulfilled, while never feeling watched or disturbed.

This kind of intuition cannot be learned solely from manuals or standard operating procedures. It requires empathy. Experience. Human intelligence. And last but not least, enough time to really pay attention to the other person.

Two memories are particularly vivid in my mind.

One is very moving, deeper and more personal. On a river cruise, I was with several widowed women who were traveling together for the first time after losing their spouses. They didn't need spectacular gestures, but attention, conversations and a few sincere human moments. By the end of the cruise, they said that thanks to us they were able to look at the world with hope again. I could and did become a part of their family, it was 12 years ago, and the relationship has remained to this day.

There is little greater recognition a person can receive for their work.

The other was in the ocean, when I first saw a whale so close to the boat. The moment was both awe-inspiring and poignant. An experience that reminded me of how small we are compared to nature.

Many people remember the size of the ships, the suites or the itineraries, but I mostly remember the people. The colleagues who work invisibly every day to make everything seem natural. And of course, the guests, for whom a successful trip sometimes means much more than a simple vacation.

For me, luxury is not about glamour, nor about square footage, or the size of the ships, but about having enough time, more attention, and the natural ability on board to truly tune in to the other person, be it a colleague or a passenger.

It's not the ship that makes travel luxurious, but the people who bring it to life every day.

And what do you think?

What makes a trip truly luxurious?

Is it the size of the ship, the suite, the gastronomy or the way we are treated as people?

I look forward to hearing your opinion.