Guest Experience & Event Operations Leader

Melissa Morton

Guest Experience & Event Operations Leader

310-***-****• ***********@*****.***

PROFESSIONAL SUMMARY

Dynamic and highly experienced Guest Experience and Event Operations Leader with over 8 years of managerial experience in world-class entertainment venues, including SoFi Stadium and major sports teams. Proven ability to lead large teams, enhance guest satisfaction, streamline event operations, and deliver exceptional service for high-profile events such as Super Bowl LVI and major concerts. Skilled in staffing, scheduling, training, ADA coordination, command center operations, and guest recovery. Recognized for building strong teams, developing talent, and consistently exceeding service expectations. PROFESSIONAL EXPERIENCE

Territory Account Manager

Premium Retail – Royal Canin Pet Food July 2024 – Present

• Manage the Northern Utah Royal Canin territory including 47+ retail locations.

• Build and maintain strong cross-functional relationships to drive product placement and category growth.

• Successfully increase product visibility and adoption through consultative sales and relationship building.

Manager, Guest Experience

SoFi Stadium & Hollywood Park April 2021 – July 2024 Led large-scale guest experience operations for one of the world’s premier sports and entertainment venues.

• Directed 70+ direct reports, overseeing full scheduling, deployment, and performance management.

• ABI proficient.

• Produced and facilitated detailed event briefings for NFL games, concerts, and global- scale events.

• Managed 11 Guest Service Centers, ensuring consistent delivery of world-class service and rapid service recovery.

• Oversaw ADA programs, mobility teams, sensory rooms, and ensured compliance; completed ADA coursework and became a Certified ADA Coordinator.

• Managed guest communication channels including Satisfi, text-to-assist, and online support submissions.

• Served in Event Command Center, resolving guest incidents, emergencies, and staff escalations.

• Managed budgets, staffing, vendor contracts, and event settlement.

• Delivered exceptional experiences for high-profile VIPs, celebrities, dignitaries, and international guests.

Game Day Operations & Premium Services (Multiple Roles) LA Clippers, LA Kings, USC July 2019 – March 2020

• Supported premium fan services, game-day operations, Fan Fest events, and premium suite experiences.

• Served as Row 1 Concierge Supervisor, ensuring white-glove service for VIP guests.

• Managed small teams, customer service, and event logistics. (Departed due to COVID event shutdowns.)

Office Manager & Executive Personal Assistant

Heaven & Earth Productions / Revolution Radio Network Oct 2003 – Apr 2019

• Built the company from its founding with the CEO; oversaw hiring, scheduling, training, and payroll.

• Provided high-level administrative support, including travel planning, seminar scheduling, and conference coordination.

• Produced content for websites, social media, and print; assisted with marketing campaigns and expo presentations.

• Managed QuickBooks, Outlook, and all administrative operations for a team of 15.

• Contributed to product creation, vendor coordination, and revenue growth efforts. Lead, Main Entrance Guest Services & Ticket Sales

Walt Disney Parks & Resorts Aug 2013 – July 2016

• Delivered exceptional guest service and exceeded sales targets consistently.

• Managed financial transactions with accuracy and accountability.

• Completed Disney Institute training in sales and guest service excellence. EDUCATION

Bachelor’s Degree – Business Economics

University of Utah, Salt Lake City, UT

Minors: Business Management & Music Performance (Piano) Associate Degree – Computer Science, Web Design & Graphics Art Institute 2012–2024

Culinary Certificate – Baking Fundamentals

Culinary School 2019

TECHNICAL SKILLS

MS Office • Adobe Creative Suite • Google Workspace • 24/7 Software • Scheduling & Payroll Systems including ABI • Social Media Content Writing • Outlook • QuickBooks • CRM Tools ADDITIONAL SKILLS

• Exceptional written & verbal communication

• World-class customer service

• Leadership & talent development

• Executive-level presentation skills

• Organization & multi-tasking

• Staff training & onboarding

• High-volume call handling (70+ daily)

• Types 85 WPM

• VIP & Celebrity relations

• Problem-solving & conflict resolution

CORE COMPETENCIES

• Guest Experience Leadership

• Stadium & Arena Event Operations

• Staff Leadership, Coaching & Development

• Scheduling & Payroll (ABI Mastermind, 24/7 Systems)

• ADA Coordination & Compliance

• High-Profile & VIP Guest Relations

• Event Briefings & Communications

• Service Recovery & Issue Resolution

• Hiring, Onboarding & Training Programs

• Command Center / Emergency Response

• Policy & Procedure Development

• Cross-Department Collaboration

• Stakeholder & Vendor Management

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