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Whether enjoying fine dining
with family and friends,
making a hotel your
headquarters while traveling
or navigating the ins and
outs of a bustling airport,
you've surely come
to realize that
we are surrounded by services.
My name is Alec Dalton,
Executive Director of
Accelerating Leaders.
In this session of HS talks,
I look forward to
sharing the concept and
the criticality of
service in hospitality.
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First, allow me to
introduce myself.
My expertise and
passion were formed
while leading and learning
within industry innovators.
From Marriott
International, I led
global quality management
technology for
7500 hotels across 30 brands.
With the Ritz-Carlton
Hotel Company,
I operated two luxury
hotels and held
roles in global operating
strategy and loyalty marketing.
Before that with the
Walt Disney Company,
I made magic as a recruiter
and resort concierge.
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Today as the
executive director of
the management consultancy
accelerating leaders,
my team and I advise brand
name and boutique businesses,
non-profits, and even
government agencies
on what it takes to
deliver 5 star service.
At the same time, I have
a courtesy appointment on
the faculty of Florida
International University's,
Chaplin School of Hospitality
and Tourism Management.
Combining my professional
and academic experience,
I enjoy research and writing,
I co-author the
first two books in
the best-selling series of
customer experience, and I
co-edited a textbook on
hospitality operations
management.
Board service for HorizonCX and
the Customer Institute
round out my current roles,
but right now I'm
here to serve you.
So, let's get back to talking
about the concept of service.
