Passion for exceptional guest experiences fuels Alec Dalton’s leadership in hospitality. From hotels to headquarters, his experience ranges from operating five luxury properties to holding various corporate positions with industry pioneers like Marriott International, The Ritz-Carlton Hotel Company, and Walt Disney Parks & Resorts. In 2018, Hotel Management Magazine named him to the “30 Under 30” list for rising hospitality leaders. Most recently, Alec co-authored the international best-selling books Customer Experience and Customer Experience 2, collaborative guides to the strategy of experience marketing and operations.
Alec currently serves as Senior Manager of Global Quality for Marriott International. In this role, Alec balances improving worldwide guest experiences while maintaining profitable, on-strategy hotels across 30 award-winning brands. He is chiefly responsible for developing systems, tools, and training to help operators enhance the performance of over 7,500 hotels in the Marriott portfolio. He regularly partners with senior executives as an internal consultant on operations strategy and analysis. Applying his passion for empowering hoteliers through technology, Alec additionally serves on advisory teams for Marriott’s satisfaction survey and social media review programs and for the company’s customer relationship management system.
Beyond Marriott, Alec is Co-Founder and Principal of the Hospitality Leadership Academy, a consultancy offering professional development programs and management consulting focused on service excellence. He also serves on the Advisory Board of HorizonCX, a customer experience consultancy. He previously worked in luxury hotel operations for Walt Disney Parks & Resorts and Grand Heritage Hotel Group. The Council for Six Sigma Certification recognizes him as a Certified Six Sigma Green Belt, and the American Hotel & Lodging Educational Institute named him a Certified Rooms Division Executive and a Certified Hotel Industry Analyst. He frequently lectures on topics in hospitality operations and quality management. Alec holds membership in the American Hotel & Lodging Association, the American Society for Quality, and the Customer Experience Professionals Association.
Alec’s scholarly research has been published in the Journal of Foodservice Business Research and in Hospitality Management Learning Modules by Pearson. Along with Drs. Peter Szende and Michelle Yoo, he is the co-editor of a forthcoming textbook on hospitality operations management. Alec graduated from Boston University with dual bachelor’s degrees in business and hospitality administration. In 2020, Boston University's School of Hospitality Administration recognized Alec as "Young Alumni of the Year" for his continued service toward the university and industry.
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