Lessons From Legendary Companies In The Hospitality Industry: Alec Dalton - S9E4

This week on the Voices of CX Podcast, we talked to Alec Dalton, Co-founder & Partner of the Hospitality Leadership Academy about service concepts he's perfected over his decade in hotel operations and global quality management with brands like Marriott, The Ritz-Carlton, and Disney. We discuss why approaching exceptional service with an industrial mindset that leaves room for personal agency and empathy is the best of both worlds.

🟠About Alec Dalton
Alec’s expertise and passion were formed throughout a decade in the hospitality industry, including hotel operations and corporate roles with Marriott International, The Ritz-Carlton, and Walt Disney Parks & Resorts. In 2020, Alec co-founded the Hospitality Leadership Academy to guide name-brand and boutique businesses to improve their CX quality and enhance employees’ service and leadership skills. In 2018, Hotel Management Magazine named Alec to the "30 Under 30" list of rising hospitality executives; in 2021, the Customer Experience Professionals Association recognized him as an inaugural "Emerging Leader in CX".

Alec co-authored the first two best-selling books in the Customer Experience series, and he is co-editor of the textbook Operations Management in the Hospitality Industry. Alec serves on the boards of the Customer Institute and HorizonCX, judges several international CX competitions, and delivers frequent keynotes regarding service science, quality management, and trends in hospitality.

🟠Connect with Alec Dalton
Follow Alec on LinkedIn

Learn more about Alec’s experiences at www.alecdalton.com

Follow the Hospitality Leadership Academy at www.linkedin.com/company/hospitalityleadershipacademy/

Or check out their main page at www.hospitalityleadershipacademy.org

🟠Visit VoicesofCX.com to read the full transcript and sign up to our newsletter: https://voicesofcx.com/lessons-from-legendary-companies-in-the-hospitality-industry-alec-dalton/

🟠Connect with Mary Drumond
Follow Mary Drumond on LinkedIn
Follow Mary Drumond on Twitter: @drumondmary

🟠Connect with the Voices of CX
Follow Worthix on LinkedIn https://www.linkedin.com/company/worthix
Follow Worthix on Twitter: @worthix
Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/
Follow Mary Drumond on Twitter: @drumondmary

🟠About Voices of CX Podcast
The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.

📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).