Alec Dalton

Alec Dalton is an Adjunct Lecturer at Florida International University’s Chaplin School of Hospitality Management and Executive Director of Accelerating Leaders. He advises hospitality companies on management consulting and professional development, blending neuroscience, psychology, and industrial engineering to enhance customer experiences. His career spans leadership roles at Marriott International, The Ritz-Carlton Hotel Company, and The Walt Disney Company.

• Master of Science in Hospitality Management, Florida International University
• Dual Bachelor’s in Business and Hospitality Administration, Boston University
• Certifications: Customer Experience Professionals Association, American Hotel & Lodging Educational Institute, Six Sigma, Collaborative Institutional Training Initiative

Prof. Dalton’s research focuses on service operations strategy, experience design, and quality management. He explores how AI and technology can innovate hospitality services, and how trust is rebuilt post-crisis (e.g., hotel cleanliness during the pandemic). His work bridges academic rigor with industry application.

His publications include studies on generative AI in hospitality, service blueprinting, and capacity management. These works emphasize systematic approaches to customer experience, leveraging data-driven insights and interdisciplinary methodologies.

• 2023: 100 Most Inspirational People in Travel and Hospitality
• 2021: Emerging Leaders in CX
• 2018: 30 Under 30 Rising Hospitality Executives

Prof. Dalton co-authored best-sellers in the Customer Experience series and edited the textbook Operations Management in the Hospitality Industry. His findings are published in journals like the Journal of Hospitality & Tourism Research and International Journal of Gaming, Hospitality and Tourism. He serves on boards of the Customer Institute, Hospitality Internships, and HorizonCX, and judges international business competitions.