Customer Service Table Games

Jeffrey van der Merwe

Fochville, Gauteng

Phone: +27-62-079-****

Email: *******.***********@*****.***

LinkedIn: http://www.linkedin.com/in/jdmerwe

Professional Summary

Experienced gaming professional with over 19 years in the casino industry, specializing in table games management, staff training, customer service, and operational excellence. Proven track record in enhancing gaming floor performance, ensuring regulatory compliance, and delivering superior guest experiences. Recently promoted to Tables Manager, demonstrating leadership and advanced operational skills.

Experience

Tables Manager / Millionaires Casino

September 2024 – May 2025

Lead and oversee all table gaming operations to ensure smooth and efficient functioning.

Manage and mentor table staff, including dealers and inspectors, to uphold high standards of service and compliance.

Implement strategies to maximize guest satisfaction, retention, and gaming revenue.

Monitor and enforce gaming regulations and house rules to maintain a secure and fair gaming environment.

Resolve complex customer disputes and operational challenges promptly and professionally.

Collaborate with other departments to optimize overall casino floor performance.

Casino Floor Manager / Millionaires Casino

May 2023 – August 2024

Supervised table games operations, ensuring compliance with gaming laws and internal policies.

Recruited, trained, and evaluated staff to maintain excellent service standards.

Engaged with guests to enhance their gaming experience and resolve disputes effectively.

Detected and prevented cheating and security breaches on the gaming floor.

Managed sales areas and enforced house rules to improve guest satisfaction and retention.

Gaming Floor Manager / Sun Time Square

July 2017 – May 2023

Maintained daily operational standards by ensuring availability and proper functioning of games.

Organized and ran gaming tournaments to increase customer engagement.

Identified and trained staff according to company standards; provided performance feedback.

Handled customer inquiries and disputes efficiently to ensure positive guest experiences.

Monitored tables for security and safety of clients, staff, and company assets.

Scheduled staff shifts to maximize operational efficiency and coordinated with other departments.

Ensured maintenance schedules for gaming machines to minimize downtime and costs.

Inspector / Sun Time Square

March 2017 – July 2017

Calculated winning bets accurately and ensured continuous gaming security.

Ensured dealers adhered strictly to gaming procedures and regulations.

Tracked player buy-ins and win/loss data, reporting relevant information to management.

Managed dealer and inspector breaks and optimized table scheduling.

Resolved customer disputes and provided feedback on guest queries to improve service.

Inspector / Silverstar Casino

November 2011 – March 2017

Calculated winning bets accurately and ensured continuous gaming security.

Ensured dealers adhered strictly to gaming procedures and regulations.

Tracked player buy-ins and win/loss data, reporting relevant information to management.

Managed dealer and inspector breaks and optimized table scheduling.

Resolved customer disputes and provided feedback on guest queries to improve service.

Dealer-Inspector / Silverstar Casino

October 2010 – October 2011

Calculated winning bets and maintained gaming security.

Ensured dealer compliance with procedures and tracked player activity.

Assisted in scheduling and resolving guest disputes to maintain a positive gaming environment.

Dealer / Silverstar Casino

May 2009 – October 2010

Dealt games according to company procedures and standards.

Monitored guest betting patterns to improve efficiency and guest experience.

Maintained continuous gaming security and compliance.

Dealer-Inspector / Emerald Casino Resort

June 2007 – April 2009

Calculated winning bets and ensured dealer compliance with gaming rules.

Tracked player buy-ins and win/loss data, reporting to management.

Managed breaks and scheduling for dealers and inspectors.

Resolved disputes and provided excellent customer service.

Dealer / Emerald Casino Resort

June 2005 – May 2007

Dealt games following company standards and procedures.

Ensured continuous gaming security and guest satisfaction.

Education

Senior Certificate, High School Fochville

Small Business Management, Skills Academy

Diploma in Tourism

Intro to Strategic Management

Intro to Supervision

Fundamentals of Digital Marketing, Google

Key Skills

Table Games Management

Staff Training & Development

Customer Service & Conflict Resolution

Gaming Regulations & Compliance

Security & Fraud Detection

Operational Planning & Scheduling

Performance Management & Reporting

Tournament Organization

Communication & Interpersonal Skills

References

Available upon request

Contact this candidate