Alec Dalton Email & Phone Number

New York, Ny, Us

North Miami, Florida, Us

Guiding companies to design and deliver exceptional customer experiences via:• Management consulting on experience and service strategy• Custom leadership development coaching to inspire both business and customer success• Tailored customer service training to empower frontline professionals

Düsseldorf, De

• Advising this non-profit on the development of programs that certify organizations pursuing customer-centricity.

Quincy, Ma, Us

• Sharing expertise in customer experience management to guide the growth of this CX consultancy.

Bethesda, Md, Us

• Led the development and deployment of a multimillion-dollar quality management system, which uses advanced analytics and knowledge management to guide 7,600+ hotels through guest experience improvements.• Achieved +8.0 pt. global growth in guest satisfaction between July-December 2021 by hotels using the system, versus +4.2 pt. growth by other hotels (measured using a Net Promoter Score variant).• Redesigned and administered Marriott’s information system for operational and risk management audits, used by 120,000+ hoteliers and corporate leaders to monitor and fix compliance on brand and regulatory standards.• Fostered relationships across 50+ corporate teams to curate a library of 800+ resources on hotel operations.

Bethesda, Md, Us

• Launched and evolved Marriott’s “Commitment to Clean” hotel certification for COVID-19 protocols, achieving a median score of 97% compliance to all standards across 7,500+ hotels worldwide within 6 months.• Designed and activated food and beverage recovery programming for 10 select-service brands, balancing brand integrity and customer needs with opportunities for cost containment and local flexibility.

Bethesda, Md, Us

• Produced strategic insights and recommendations for senior operations and marketing executives to improve the programs and initiatives of 30 leading hospitality brands;• Developed quality management resources and analytical tools to help hoteliers enhance the guest experience at 7,000+ properties, globally.

Bethesda, Md, Us

• Served as chief of staff to the Vice Presidents and Senior Director of Global Quality, with responsibility for the operations, finance, and technology of a 42-member team;• Facilitated a brand-wide SWOT analysis for The Ritz-Carlton, engaging 25,000+ participants for input and then interpreting global insights for executive strategic planning;• Modeled company-wide hotel tiers for quality accountability and goal-setting, based on an analysis of guest engagement and audit data from 4,500+ hotels.

Bethesda , Md, Us

• Managed operations planning and guest communications for a $25 million hotel renovation;• Fostered a 44% YOY increase in pre-arrival guest revenue in 2015;• Recognized for exceptional employee engagement with the Leader of the Quarter Award in 2016;• Facilitated Marriott's “Breakthrough Leadership Training” initiative as a coach of the top-performing Ritz-Carlton hotel in the eastern region.

Boston, Ma, Us

With Dr. Sandra Deacon-Carr, Faculty Director, Center for Team Learning• Authored best practices guides on the organization and management of large academic teams.With Dr. Alexander Norbash, Chair and Professor of Radiology, and Dr. Courtney Raeisinafchi, Assistant Professor of Hospitality Administration• Assisted with survey design and data collection to assess patient and employee perceptions of healthcare quality at the Boston Medical Center.

Bethesda , Md, Us

• Resolved brand-wide information systems configuration issues affecting 86 global hotels;• Developed conceptual features for The Ritz-Carlton Rewards and engaged in ideation, focus group analysis, and preliminary financial estimation for new product development;• Authored field support manuals for interpreting a revenue management dashboard and for designing member-exclusive events for The Ritz-Carlton Rewards.

Burbank, Ca, Us

• Executed on-campus and social media-based internship promotion and recruitment operations at Boston University for the Walt Disney Parks & Resorts Internships & Programs;• Recognized among the top 35 participating campus programs by fulfilling corporate goals.

Burbank, Ca, Us

• Customized nearly 3,000 dining, recreation, and transportation itineraries, including theme park ticket sales grossing around $20,000, at the 867-room flagship resort hotel of Walt Disney World Resort;• Prepared and serviced food and beverage operations for club-level guests in 2 concierge lounges;• Practiced crowd management and guest engagement in all four Walt Disney World theme parks.

Bethesda , Md, Us

• Led a hotel-wide customer relationship management campaign yielding over 1,500 guest preferences for inclusion in a corporate guest services database;• Designed an executive-level training program for managerial presence and guest engagement in public spaces; • Provided relief support to front desk agents, lobby and club concierges, guest relations agents, doormen, bellmen, and telephone operators at a 194-room, 5-diamond luxury hotel.

Boston, Ma, Us

• Engaged over 5,000 guests at a 149-room, 4-diamond hotel, ensuring experience satisfaction and reservation and folio accuracy;• Constructed a hotel preventative maintenance database for use by the Rooms Division and Engineering Managers.

Annapolis, Maryland, Us

• Managed over 30 unionized housekeeping personnel, with experience in staff scheduling, employee dispute mediation, inventory management, and quality training and control;• Regularly inspected 292 guestrooms, 19,000 square feet of meeting space, and public areas on 18 floors to ensure guest satisfaction and to determine the need for preventative maintenance or repair in an historic hotel.

B.S., Business Administration

B.S., Hospitality Administration

M.S., Hospitality Management