Alec Dalton
Service Scientist & Quality Strategist
Passion for five-star service fuels Alec Dalton’s leadership of exceptional experiences. The International Hospitality Institute has ranked Prof. Dalton among the “100 Most Inspirational People in Global Hospitality & Travel,” and the Customer Experience Professionals Association named him an inaugural “Emerging Leader in Customer Experience.”
Dalton’s expertise and passion were formed while leading and learning within several industry innovators: for Marriott International, he led global quality management technology for 7,500 hotels across 30 brands; with The Ritz-Carlton Hotel Company, Dalton operated two luxury hotels and held roles in global operating strategy and loyalty marketing; he also “made magic” as a recruiter and resort concierge within The Walt Disney Company.
Now, Dalton engages in experience innovation as an executive consultant, researcher, and lecturer. From brand-names and boutique businesses to government ministries and non-profit institutions, he advises on experience design, service quality, and market development. He co-authored the first two books in the best-selling series Customer Experience, as well as the textbook Operations Management in the Hospitality Industry. Additionally, his research has been published and quoted in a variety of trade media and academic journals, including the Journal of Hospitality & Tourism Research and Hotel Management Magazine.
Dalton earned dual bachelor’s degrees from Boston University’s School of Hospitality Administration and the Questrom School of Business. He also holds a master’s degree from Florida International University’s Chaplin School of Hospitality and Tourism Management. In 2019, SHA recognized him as its 2019 Young Alumni of the Year for his service to the school and his professional accomplishments. Dalton serves on the boards of the Customer Institute, Hospitality Internships, and HorizonCX, and he is a Senior Member of the American Society of Quality and Founding Member of the World Experience Organization.
Connect on LinkedIn