EXPERIENCE EXPERIMENTS - Key Persons

Job Titles:

• Co - Founder and Managing Partner of the Hospitality Leadership Academy

Alec is Co-Founder and Managing Partner of the Hospitality Leadership Academy, a firm offering professional development programs and management consulting - all focused on service excellence. He simultaneously serves as Executive Director for Accelerating Leaders. His teams help boutique businesses and brand names alike develop five-star service, whether they be in hospitality or healthcare, restaurants or retail. He also serves on the Boards of the Customer Institute and HorizonCX, and he judges several global CX awards programs. Alec co-authored the international best-selling books Customer Experience and Customer Experience 2, collaborative guides to the strategy of experience marketing and operations. Along with Drs. Peter Szende and Michelle Yoo, he is also the co-editor of the textbook Operations Management in the Hospitality Industry. Alec's scholarly research has been published in the Journal of Foodservice Business Research, in the International Journal of Gaming, Hospitality, and Tourism, and in Hospitality Management Learning Modules by Pearson.