Michael Phillip Dorn
St. Louis,MO
Summary
To obtain a Customer Service position within a progressive organization, who appreciates my unique talents and experiences, and employs them to our mutual benefit.
Overview
1
1
Certification
41
41
years of professional experience
Work History
Assistant Box Office Manager
The Repertory Theatre of St. Louis
Webster Groves, MO
07.2002 - Current
- Assist the Box Office Manager in day-to-day operations. Supervise Associates and assist with difficult tasks. Make decisions when Manager is not available. Responsible for booking all Group Sales for the theatre and keeping those patrons informed with updates on their events.
- Responsible for booking all Group Sales for the theatre and keeping those patrons informed with updates on their events.
Box Office Associate
Repertory Theatre of St. Louis
St. Louis, Mo
07.2008 - 07.2022
- Handled incoming calls regarding theatrical productions for eight-month season across two venues. Assisted patrons with season ticket subscriptions and individual ticket purchases using ticketing systems. Coordinated seat exchanges for different performances based on availability. Facilitated one-on-one interactions with patrons at box office for ticket orders. Reviewed scripts for the season to provide accurate show descriptions to patrons. Executed multitasking on computer and phone to promptly address patron inquiries. Shared updated information on policies and procedures to ensure clarity. Utilized Patron Manager ticketing system software effectively for ticketing needs. Composed letters in Microsoft Word to address patron inquiries about tickets and subscriptions. Created spreadsheets in Excel for tracking purposes. Collaborated with development department on cold calls to former donors to meet pledge goals. Performed additional tasks as assigned by departmental managers. Assumed supervisory responsibilities in manager's absence.
Catering and Convention Service Manager
HoteLumiere-Lumiere Place
St. Louis, MO
02.2008 - 06.2009
- Detailed all events created by the Sales Managers. Created all catering and conference Banquet Event Orders and Contracts for both Hotel and Casino. Met with clients, in person, through email and phone communication, to prepare and finalize all catering and conference events for both Hotel and Casino. Required to have full knowledge of all Hotel and Casino events, facilities, management and rules. Worked directly with meeting planners to create effective Banquet Event Orders. Suggested menus based on budget needs, as well as working directly with the Executive Chef to create specialty menus. Created rooming blocks for groups as well as enter rooming lists into hotel inventory. Proficient in Delphi.
Food and Beverage Supervisor
HoteLumiere-Lumiere Place
St. Louis, MO
12.2007 - 06.2008
- Interviewed, hired and developed banquet and restaurant team members. Created Standard Operating Procedures for Banquet Captain and Banquet Service Team. Assisted Director of Food and Beverage in the development and opening of the HoteLumiere restaurant, “The House of Savoy”, and assisted in training of restaurant staff for “Kitchen Buffet/Grill” restaurant in Casino.
- Pre-Opening Team Member
Banquet Captain
The Renaissance St. Louis Airport Hotel
St. Louis, MO
10.2007 - 12.2007
- Supervisory position responsible for all banquet and catered events from set-up to break down. Schedule and assign duties for all servers and set-up housepersons. Maintain client relations as liaison with the sales staff. Responsibilities also include interviewing prospective associates for the banquet team and requisitioning products and equipment for the daily support of the banquet department.
Banquet Captain
The Westin Hotel-St. Louis
St. Louis, MO
11.2002 - 09.2007
- Supervisory position responsible for all banquet and catered events from set-up to break down. Schedule and assign duties for all servers and set-up housepersons. Maintain client relations as liaison with the sales staff. Responsibilities also include interviewing prospective associates for the banquet team and requisitioning products and equipment for the daily support of the banquet department.
Banquet Staff
Gregory’s Creative Cuisine
St. Louis, MO
01.2001 - 11.2002
- Service and sales for private functions as well as backstage and dressing room catering for Riverport Amphitheater and The Pageant Theater.
Restaurant Manager
Patty Long Catering
St. Louis, MO
10.1999 - 12.2000
- Oversaw all daily operations of front-of-house activities including scheduling, inventory, and cash flow and guest/waiter relations.
Concierge
The Ritz-Carlton Hotel
St. Louis, MO
08.1992 - 10.1999
- Responsible for fulfilling guest requests in a timely fashion and endorsing St. Louis attractions, venues, history, and statistics.
Banquet Captain
The Ritz-Carlton Hotel
St. Louis, MO
03.1990 - 08.1992
- Supervisory position responsible for banquet functions from set-up through close.
- Pre-opening Team Member
Maître d’
Richard Perry/Restaurant
St. Louis, MO
03.1988 - 03.1990
- Coordinated dining room operations and maintained guest/waiter relations.
House Manager
The Repertory Theater of St. Louis
Webster Groves, MO
09.1985 - 04.1987
- Accountable for all front-of-house activities including parking, concessions, scheduling, cash flow, patron security and on time curtains for all performances.
Education
Introduction to Computers, and Windows ’98
St. Louis Community College
08-2002
Theater Arts With An Emphasis in Dance
Webster University
Webster Groves, MO08-1984
Skills
- Box office operations
- Ticket sales management
- Performance analysis
- Quick learner
- Proficient in Patron Manager Ticketing Software Program
- Customer service
- Conflict resolution
- Event scheduling
Certification
- January 2016-July 2016: Gateway Men’s Chorus, Co-Chorus Manager.
- September 2009-July 2012: Gateway Men’s Chorus, Chorus Manager.
- June 2012: Gateway Men’s Chorus, Encore Award in Recognition of Three Years of Unyielding Service as Chorus Manager.
- January 2008: Licensed as a Gaming Employee by the Missouri State Gaming Commission.
- January 2007: CPR Re-Certification and TIPS Re-Certification.
- June 2006-September 2007: The Westin-St. Louis, Renewal Committee member and co-trainer for Service Culture Training.
- April 2005: The Westin-St. Louis, Leader of the Quarter.
- January 2004-December 2005: The Westin-St. Louis, Safety Committee member.
- January 1998-January 2000: St. Louis Concierge Association, Board Member.
- January 1995-December 1997: St. Louis Concierge Association, Treasurer.
Interests
Stamp and animation cel collecting, sketching and painting abstract canvases, music, cooking and theatre arts Current singing member of The Gateway Men’s Chorus
Timeline
Box Office Associate
Repertory Theatre of St. Louis
07.2008 - 07.2022
Catering and Convention Service Manager
HoteLumiere-Lumiere Place
02.2008 - 06.2009
Food and Beverage Supervisor
HoteLumiere-Lumiere Place
12.2007 - 06.2008
Banquet Captain
The Renaissance St. Louis Airport Hotel
10.2007 - 12.2007
Banquet Captain
The Westin Hotel-St. Louis
11.2002 - 09.2007
Assistant Box Office Manager
The Repertory Theatre of St. Louis
07.2002 - Current
Banquet Staff
Gregory’s Creative Cuisine
01.2001 - 11.2002
Restaurant Manager
Patty Long Catering
10.1999 - 12.2000
Concierge
The Ritz-Carlton Hotel
08.1992 - 10.1999
Banquet Captain
The Ritz-Carlton Hotel
03.1990 - 08.1992
Maître d’
Richard Perry/Restaurant
03.1988 - 03.1990
House Manager
The Repertory Theater of St. Louis
09.1985 - 04.1987
Introduction to Computers, and Windows ’98
St. Louis Community College
Theater Arts With An Emphasis in Dance
Webster University