Michael English

Michael English is a hospitality executive with a decades-long career focused on customer experience innovation in the global hotel industry. English established his reputation during his tenure at Starwood Hotels & Resorts Worldwide, where he advanced from management trainee to serve as senior vice president of customer contact centers worldwide and electronic distribution. In this role, he led a transformation in guest engagement, expanding beyond traditional call center operations to implement social media-driven customer service. Under English's leadership, Starwood's contact center teams monitored and engaged with approximately 300,000 social media posts per month in 11 languages, maintaining an average Twitter response time of under 23 minutes. English emphasized the importance of personalized, real-time engagement, particularly for top loyalty program members who contributed a significant share of company revenue.

Before his executive role at Starwood, English was director of reservation sales at the Walt Disney World Swan and Dolphin Resort and vice president of sales development at Global Conextions Inc. This experience provided him with expertise in luxury hospitality, sales strategy, revenue analysis, brand loyalty, hospitality management, and customer service. English is recognized for his insights at the intersection of technology, culture, and guest experience.

After his time at Starwood and a subsequent role at Marriott International, English founded Orlando Consulting Group, where he advises companies on customer experience strategies. He holds a business degree from the Isenberg School of Management at the University of Massachusetts at Amherst. With a career spanning more than four decades in hospitality, English offers practical expertise in customer engagement, loyalty strategy, and the role of digital communication in service industries.