Marlene Hendricks

Experience

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  Miami HEAT

  Jan 2000 - Jan 2005

  Requested by President to create first-class guest experience following reorganization. Presided over event staffing, training and operations. Devised orientation and training programs to ensure employees delivered experiences that made positive emotional impact on guests. Led HEAT Group University on-site learning facility, training 200 full-time and 400+ part-time employees. ► Pioneered Smile Program, first-of-its-kind initiative emphasizing memorable guest experiences at arena events.► Formalized employee incentive program encompassing end-of-year red carpet celebration and awards ceremony. Show less Recruited to oversee staff engagement and reduce high turnover among part-time staff, by establishing strong connection with potential applicants identified through Empowerment Zone community, Welfare to Work programs, disability advocacy groups, and city programs with focus on diversity, to recruit top talent, and groom into future leaders,. Developed training programs that drove culture and incorporated company vision into SOPs for newly-opened arena. ► Taught prospective employees interviewing skills in 45-minute pre-application workshops.► Designed HEAT Group University programs to support learning and development throughout the organization Show less

  • Director of Guest Services & Training

    Jan 2000 - Jan 2005

  • Director of Training & Human Resources

    Jan 2000 - Jan 2002
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  Charlotte Hornets

  Jan 2005 - Jan 2021

  Advanced into SVP role to preside over guest experience and arena marketing department to enhance guest, performer and vendor experiences. Support organizational functions while leading enterprise-wide training and development initiatives. Coordinate efforts for team of 7 full time employees and 350+ part-time staff to ensure seamless event operations and exceptional service quality.► Rolled out new learning and development department, Buzz City U, after gaining executive buy-in to formalize in-house learning and development arm of organization. ► Received 2020 VenuesNow Women of Influence Award which recognizes outstanding leaders with extraordinary achievements in leadership,, strategic management, innovation and commitment to excellence. Show less Promoted into VP position after successfully recruiting and onboarding more than 3,000 high-performing employees, to support the opening of the Charlotte Bobcats Arena. Developed internal diversity and inclusion programs to support an inclusive culture with part-time staff. Planned and orchestrated service-related functions at large-scale events including ACC, NCAA championships, concerts, Democratic National Convention and 2019 NBA All-Star event. Led team of 3 full-time employees and 350+ part-time staff.► Raised guest service ranking from 29th to #5 spot within 3 years of introducing Hornets-specific training program offering elevated service standards for employees and service partners by adopting the NBA service standards ► Appointed to serve on NBA’s first-ever service-related steering committee; key contributor to developing service standards which were rolled out across the NBA. Show less Strategically guided staffing initiative to open new Charlotte Bobcats Arena, which garnered multiple accolades for staff diversity, engagement and service. Designed department structure, defined guest experience standards and wrote SOPs for entire operation. ► Spearheaded inclusive recruitment strategy across all departments, forging partnerships with local associations and soliciting workforce development centers across Charlotte to broaden reach in search of diverse candidates, resulting on the hiring and training of over 5,000+ candidates, to drive best-in-class, end to end guest experiences across the venue.► Built morale and coached staff members on fostering guest centered atmosphere by integrating standards, accountability and rewards and recognition programs. Show less

  • Senior Vice President, Guest Experience

    Jan 2019 - Jan 2021

  • Vice President, Guest Experience & Staffing

    Jan 2005 - Jan 2019

  • Director, Guest Services & Staffing

    Jan 2005 - Jan 2005
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  National Basketball Association (NBA)

  Jan 2017 - Jan 2017

  Pete Winemiller Guest Experience and Innovation Award

  Recipient of the NBA’s Inaugural Pete Winemiller Guest Experience and Innovation Award

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  SoFi Stadium and Hollywood Park

  Nov 2021 - Sept 2023

  VP, Guest Experience

  Principally direct guest experience for SoFi Stadium, the largest pro sports and live entertainment stadium in the world, home of the NFL’s LA Chargers and LA Rams, and host of Super Bowl LVI in 2022. Scope encompasses innovating world-class guest experience programs, directing teams across lines of business, orchestrating marquis projects, and cultivating strong relationships and vendor partnerships.

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  US Auto Trust

  Sept 2023 - now

  Chief Customer Experience Officer

  Auto Dealerships