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Together, we can:• Design service experiences that dazzle customers• Develop practices that delight employees• Deliver stronger business returns through operational excellence improvementsCurious how? Let's connect! While you’re here, know that a passion for exceptional customer experiences fuels my leadership in service design and quality management. As both an award-winning business consultant and best-selling author, I guide organizations to raise the standard for service excellence. Leveraging a decade in operations management and strategy with customer experience innovators like The Ritz-Carlton, Marriott, and Disney, I apply service science and design to link consumer behavior and employee engagement in ways that drive revenue, drop costs, and deliver quality experiences.
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Executive DirectorAccelerating LeadersNew York, Ny, Us -
Member, Industry Advisory CommitteeHospitality Internships Jun 2024 - Present -
Courtesy InstructorFiu Chaplin School Of Hospitality & Tourism Management Mar 2024 - PresentNorth Miami, Florida, Us -
Executive DirectorAccelerating Leaders Oct 2022 - Present
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Director, OperationsAccelerating Leaders Jan 2022 - Oct 2022
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Co-Founder & Managing PartnerHospitality Leadership Academy Jul 2022 - PresentGuiding 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 -
Co-Founder & PartnerHospitality Leadership Academy Jul 2020 - Jul 2022
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Member, Board Of DirectorsCustomer Institute Jun 2021 - PresentDüsseldorf, De• Advising this non-profit on the development of programs that certify organizations pursuing customer-centricity. -
Member, Advisory BoardHorizoncx, Llc Jul 2019 - PresentQuincy, Ma, Us• Sharing expertise in customer experience management to guide the growth of this CX consultancy. -
Senior Manager, Global QualityMarriott International Feb 2019 - Dec 2021Bethesda, 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. -
Senior Manager, Covid-19 Pandemic Task ForceMarriott International May 2020 - Sep 2020Bethesda, 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.
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Manager, Global QualityMarriott International Sep 2017 - Feb 2019Bethesda, 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.
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Senior Program Specialist, Global QualityMarriott International Jun 2016 - Sep 2017Bethesda, 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.
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Manager, Guest Relations & Rooms OperationsThe Ritz-Carlton Hotel Company, L.L.C. Jun 2015 - Jun 2016Bethesda , 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. -
Research AssistantBoston University Sep 2014 - May 2015Boston, Ma, UsWith 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. -
Corporate Intern, Customer Relationship ManagementThe Ritz-Carlton Hotel Company, L.L.C. Jun 2014 - Aug 2014Bethesda , 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.
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Collegiate Recruitment RepresentativeThe Walt Disney Company May 2013 - Jul 2014Burbank, 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. -
Resort ConciergeThe Walt Disney Company Jan 2013 - May 2013Burbank, 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.
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Intern, Front Of House OperationsThe Ritz-Carlton Hotel Company, L.L.C. May 2013 - Aug 2013Bethesda , 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.
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Front Office AgentHotel Commonwealth Mar 2012 - Dec 2012Boston, 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. -
Supervisor, HousekeepingGrand Heritage Hotel Group Jun 2011 - Aug 2011Annapolis, 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.
Alec Dalton Skills
Alec Dalton Education Details
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Boston UniversityBusiness Administration -
Boston UniversityHospitality Administration
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Florida International UniversityHospitality Management
Frequently Asked Questions about Alec Dalton
What company does Alec Dalton work for?
Alec Dalton works for Accelerating Leaders
What is Alec Dalton's role at the current company?
Alec Dalton's current role is Executive Director.
What is Alec Dalton's email address?
Alec Dalton's email address is al****@****ott.com
What is Alec Dalton's direct phone number?
Alec Dalton's direct phone number is +140159*****
What schools did Alec Dalton attend?
Alec Dalton attended Boston University, Boston University, Florida International University.
What are some of Alec Dalton's interests?
Alec Dalton has interest in Casinos, Hospitality Facilities Design, Industrial Engineering, Retail, Theme Parks, Total Quality Management, Customer Relationship Management, Organizational Development, Hotels, Management Consulting.
What skills is Alec Dalton known for?
Alec Dalton has skills like Hospitality, Hotels, Leadership, Customer Service, Resorts, Hospitality Management, Event Planning, Front Office, Time Management, Hospitality Industry, Hotel Management, Restaurants.
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