Emmanuel Kwarfo
Auckland,AUK
Summary
Dynamic professional with extensive experience in casino operations. Expertise in training and developing team members while enforcing compliance and enhancing customer satisfaction. Committed to fostering a high-performance culture and driving operational success. Results-driven manager with a proven track record in staff management and compliance enforcement. Demonstrated ability to enhance operational efficiency and uphold customer service standards in a fast-paced casino environment. Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
2026
2026
years of professional experience
Work History
Experience casino dealer
skycity
Auckland CBD, Auckland
08.2023 - Current
- Dealt cards for various table games ensuring accurate gameplay.
- Monitored player activity and maintained game integrity.
- Assisted patrons with game rules and betting procedures.
- Managed cash transactions and exchanged chips for players.
- Collaborated with team members to ensure smooth operations.
- Maintained a clean and organized gaming area for guests.
- Observed and reported any suspicious behavior to security staff.
- Provided exceptional customer service to enhance guest experience.
- Explained rules, took bets and delivered payouts to facilitate movement of games.
- Dealt a variety of card games including Blackjack, Poker, Baccarat and Pai Gow.
- Greeted incoming guests with enthusiasm to promote fun, memorable and exciting experience.
- Assisted in maintaining the security of chips, cash, and other gaming equipment.
- Performed chip exchanges for customers as needed throughout the shift.
- Responded promptly to guest inquiries and complaints in a professional manner.
- Performed simple math skills to facilitate accurate payouts.
- Provided guests with exceptional customer service and ensured their satisfaction with the gaming experience.
- Assisted new dealers during training sessions by providing guidance on dealing techniques and game rules.
- Collaborated with supervisors on developing strategies for improving customer service standards.
- Ensured that all patrons were aware of house rules before engaging in any form of gambling.
- Inspected cards, dice and other gaming equipment prior to use on the table.
- Maintained game integrity by verifying accuracy of payouts and ensuring adherence to casino rules.
- Promptly reported suspicious behavior or irregularities such as card counting to supervisors.
- Provided assistance in resolving disputes among players at the table in an efficient manner.
- Demonstrated excellent knowledge of casino policies regarding player comps, bonuses, rewards.
- Maintained cleanliness of work area by wiping down tables after each game session.
- Actively participated in promotional activities designed to increase revenue from gaming operations.
- Monitored behavior of players while dealing cards in various games, observing individuals for possible cheating.
- Adhered to established procedures for processing buy-ins and cashing out customers.
- Assisted players and guests with requests for information regarding gaming floor, slot machines, facilities and upcoming events.
- Received, verified and recorded patrons' cash wagers.
- Opened game at assigned table by thoroughly inspecting cards and counting and verifying contents.
- Closed games by sorting cards, balancing racks and counting chips.
- Recorded all transactions accurately using computer systems or hand tallying methods.
- Provided gambling chips and coin money in exchange for legal currency for players to join in games.
- Achieved minimum complement of players at tables by participating in short-handed games.
- Conducted pre-shift meetings with team members to ensure proper coordination between dealers.
- Displayed strong communication skills when interacting with guests and coworkers alike.
Pit Manager
Phoenix Casino (Tema)
Tema , Accra
04.2022 - 07.2023
- Used consumer trends and information to arrange data for profit-increasing opportunities.
- Removed non-abiding players and card counters for non-compliance with established rules.
- Acquired in-depth knowledge of table games, rules and strategies.
- Circulated gaming tables to monitor dealer operations and player participation.
- Explained game rules, betting limits, and house policies.
- Collaborated with marketing personnel to promote casino services and events.
- Calculated summary sheets to display wager amounts and payoffs for tables and games.
- Distributed complimentary hotel rooms, meals and discounts to players based on betting totals.
- Supervised gaming tables and surrounding areas to enforce operational policies.
- Maintained accurate records of cash supply transfers in alignment with regulatory requirements.
- Established work schedules and station arrangements for daily shifts.
- Oversaw day-to-day operations in the pit area ensuring everything ran smoothly.
- Held regular team meetings to keep personnel informed of changes or updates.
- Supervised employees by providing guidance and direction when necessary.
- Enforced safety regulations in the pit area to ensure compliance with OSHA standards.
- Established and maintained banks and table limits for each game.
- Developed procedures for improving operational efficiency within the pit area.
- Assisted in training new staff members on proper food handling techniques.
- Managed payroll processing including timesheets, bonuses, overtime pay calculations.
- Ensured all policies and procedures were followed correctly at all times.
Pit Boss
Phoenix Casino
Osu, Accra
2018 - 2021
- Supervised gaming operations to ensure compliance with casino policies.
- Coordinated staff scheduling to maintain optimal service levels on the floor.
- Monitored table games for fair play and adherence to regulations.
- Trained new dealers on procedures and customer service standards.
- Resolved customer disputes to enhance guest satisfaction and loyalty.
- Conducted regular inspections of gaming equipment for safety and functionality.
- Managed cash flow at tables, ensuring accuracy in transactions.
- Collaborated with security teams to maintain a safe gaming environment.
- Provided guidance to dealers on game rules and procedures.
- Organized tournaments such as blackjack, poker, roulette, craps.
- Performed cashier duties such as cashing out chips or tokens for guests.
- Ensured compliance with gaming regulations and laws.
- Evaluated dealer performance on a regular basis for quality assurance purposes.
- Organized special events such as tournaments or promotions for guests.
- Conducted daily audits of table inventory including chips, cards, dice.
- Responded promptly to inquiries from customers regarding services offered by the casino.
- Intervened when necessary to protect the assets of the casino from theft or fraud.
- Monitored all gaming activities to ensure fairness and integrity.
Manager
Rose tree casino
Ahodwo, kumasi
2016 - 2017
- Managed daily operations to ensure smooth casino activities and guest experiences.
- Supervised staff performance and provided training to enhance service quality.
- Coordinated scheduling and resource allocation for optimal operational efficiency.
- Enforced compliance with gaming regulations and safety protocols throughout the facility.
- Developed and implemented standard operating procedures for various departments.
- Facilitated communication between management and team members to address concerns.
- Conducted regular inspections to maintain cleanliness and organization within the casino.
- Assisted in planning promotional events to attract guests and enhance engagement.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
Casino Supervisor
Casino Royale
Accra , Osu
2014 - 2014
- Supervised gaming operations and ensured compliance with regulatory standards.
- Managed team schedules and delegated tasks among staff members.
- Trained new employees on gaming procedures and customer service protocols.
- Monitored gaming activities to maintain fair play and security measures.
- Resolved customer inquiries and complaints promptly to enhance guest experience.
- Conducted regular inspections of gaming equipment for safety and functionality.
- Coordinated with security personnel to address any incidents or irregularities.
- Implemented standard operating procedures to improve operational efficiency.
- Ensured compliance with all applicable gaming regulations and laws.
- Maintained accurate records of financial transactions related to gaming operations.
- Investigated incidents involving cheating or theft in the casino premises.
- Managed customer inquiries, complaints, and disputes promptly and efficiently.
- Provided assistance during peak periods by taking up additional duties as needed.
- Enforced house rules regarding betting limits and payouts for table games.
- Analyzed statistical data relating to game performance and customer behavior.
- Generated reports related to daily revenues generated from gambling activities.
- Implemented corrective measures when necessary to address customer feedback.
- Assisted in resolving conflicts between players or staff members.
- Provided guidance on gaming rules, procedures, and policies to staff members.
Dealer/Inspector
Casino Gold
Osu, Accra
2013 - 2014
- Dealt cards to players, ensuring adherence to game rules and procedures.
- Monitored player behavior to maintain a safe and enjoyable gaming environment.
- Handled cash transactions accurately during gaming activities.
- Assisted in resolving disputes between players and staff effectively.
- Provided excellent customer service, addressing player inquiries promptly.
- Maintained knowledge of various games offered at Casino Royale for better assistance.
- Collaborated with team members to ensure smooth game operations and transitions.
- Cleaned and organized gaming tables after each session for optimal presentation.
- Maintained enjoyable environment by entertaining and engaging players at tables.
- Managed smooth operations by efficiently paying out winnings and collecting bets.
- Ensured customer satisfaction by addressing any complaints or concerns promptly.
- Followed federal and state regulations along with company policies.
- Performed functional game duties quickly by efficiently handling money and chips.
- Participated in staff meetings regularly in order to discuss goals set forth by management team.
- Researched current market trends in order to identify potential areas for growth within the dealership's market share.
- Maintained a clean work area by organizing stockroom shelves and keeping the showroom floor neat.
- Negotiated prices with customers in order to close deals quickly and efficiently while maximizing profits for the dealership.
- Developed sales strategies to meet monthly quotas established by management team.
- Advised customers on financing options available to them based on their individual needs.
- Tracked sales data over time in order to analyze patterns of customer purchases.
- Communicated effectively with other departments within the dealership in order to coordinate activities related to sales transactions.
Education
Basic Education Certificate Examination(bece) -
Gospel International School
01-2020
Basic Computer Knowledge - Information And Computer Systems
intercom programming and manufacturing company
Kumasi 08-2011
High School Diploma -
Benkum Senior High
Eastern Region08-2004
Skills
- Staff management
- Compliance enforcement
- Operational efficiency
- Customer service standards
- Data analysis
- Gaming regulations
- Conflict resolution
- Team building
- Effective communication
- Training and development
- Problem solving
- Leadership skills
- Shift scheduling
Languages
English
Professional
French
Limited
Afrikaans
Limited
Accomplishments
5th fifth position in the Skycity Dealer champ for Auckland 2024
Timeline
Experience casino dealer
skycity
08.2023 - Current
Pit Manager
Phoenix Casino (Tema)
04.2022 - 07.2023
Pit Boss
Phoenix Casino
2018 - 2021
Manager
Rose tree casino
2016 - 2017
Casino Supervisor
Casino Royale
2014 - 2014
Dealer/Inspector
Casino Gold
2013 - 2014
Basic Education Certificate Examination(bece) -
Gospel International School
Basic Computer Knowledge - Information And Computer Systems
intercom programming and manufacturing company
High School Diploma -
Benkum Senior High