Passion for exceptional guest experiences fuels Alec Dalton’s leadership in hospitality and customer experience management. From hotels to headquarters, his background 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. He is a frequently-sought speaker on customer experience and quality strategy, and a contributor to several international best-selling books. In 2021, the Customer Experience Professionals Association recognized Dalton with the inaugural Emerging Leader in CX Award to acknowledge his rising contributions to the customer experience discipline. Two years prior, Hotel Management Magazine named him to the “30 Under 30” list for rising hospitality leaders.
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, and judges for several global CX awards programs. 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. Alec holds membership in the American Hotel & Lodging Association, the American Society for Quality, and the Customer Experience Professionals Association.
Alec co-authored the international best-selling books Customer Experience and Customer Experience 2, collaborative guides to the strategy of experience marketing and operations. Along with Drs. Peter Szende and Michelle Yoo, he is also the co-editor of the textbook Operations Management in the Hospitality Industry. Alec’s scholarly research has been published in the Journal of Foodservice Business Research and in Hospitality Management Learning Modules by Pearson. 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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