Passion for five-star service fuels Alec Dalton\u2019s leadership of exceptional experiences. The International Hospitality Institute has ranked Prof. Dalton among the \u201c100 Most Inspirational People in Global Hospitality & Travel,\u201d and the Customer Experience Professionals Association named him an inaugural \u201cEmerging Leader in Customer Experience.\u201d<\/p>\n
Dalton\u2019s 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 \u201cmade magic\u201d as a recruiter and resort concierge within The Walt Disney Company.<\/p>\n
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.<\/p>\n
Dalton earned dual bachelor\u2019s degrees from Boston University\u2019s School of Hospitality Administration and the Questrom School of Business. He also holds a master\u2019s degree from Florida International University\u2019s Chaplin School of Hospitality and Tourism Management. In 2019, SHA recognized him as its 2019 Young Alumni of the Year<\/a> for his service to the school and his professional accomplishments. <\/span>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.<\/p>\n