Vanicia Ebonda

As a Night Manager in a five-star luxury environment, I ensure seamless overnight operations with the same standard of excellence expected during the day. With a strong background in front office, guest relations, and handling high-profile clientele, I am confident in leading the hotel through the quieter hours with efficiency, discretion, and elegance.

Key Responsibilities:

• Act as the senior management representative during the night, ensuring guest satisfaction, safety, and operational excellence.
• Oversee front office operations including late check-ins/outs, VIP arrivals, and emergency procedures.
• Monitor security and coordinate with overnight teams (Housekeeping, Engineering, Security) to maintain a calm, safe environment.
• Handle guest complaints or unexpected incidents with professionalism and empathy, ensuring swift and satisfactory resolution.
• Perform night audit procedures and prepare reports for senior management, maintaining financial accuracy.
• Ensure all departments are set up and ready for the following day’s operations.
• Maintain a strong presence in the lobby and public areas, offering assistance and assurance to late-night guests.

Tailored Strengths:

• Polished communication style, naturally warm yet professional – ideal for high-end luxury settings.
• Proven track record from luxury hospitality environments like The Bvlgari Hotel.
• Strong sense of initiative and discretion, essential during solitary decision-making hours.
• Confident in balancing operational duties with exceptional guest service, even during overnight challenges.

• Led employees during night shifts to deliver outstanding customer service and comply with quality standards.
• Monitored guest activities to provide fruitful experience.
• Forged professional relationships with diverse customers and staff and provided fun and safe ambience.
• Collaborated with housekeeping department to address guest needs.
• Assisted with check-ins, check-outs and reservations to support front office operations.
• Fostered top-quality service, escorting guests to rooms whilst upholding company standards.
• Extended assistance to guests with disabilities or special requests to accommodate needs.
• Reported suspicious activities to authorities and security department.
• Patrolled areas to monitor site security and enforce compliance with health and safety regulations.
• Conducted night audits to balance reports and reconcile cash drawers.
• Handled customer complaints calmly and professionally to maintain hotel reputation.

• Performed concise and accurate handovers to day manager at end of shift.
• Collaborated with housekeeping department to address needs of clients.
• Patrolled areas to determine site security and compliance to all health and safety regulations.
• Conducted night audits to balance reports and reconcile cash drawers.
• Led employees during night shifts to deliver outstanding customer service and comply with quality standards.
• Extended assistance to guests with disabilities or special requests to accommodate needs.
• Reported suspicious activities to authorities and security department.
• Formulated and submitted summary reports to management.
• Maintained safe and secure environment by monitoring signs of disruptive behaviour.
• Oversaw front desk employees to determine performance and delivery of quality services.
• Organised briefing for night shift staff to follow instructions.
• Forged professional relationships with diverse customers and staff and provided fun and safe ambience.
• Assisted with check-ins, check-outs and reservations to support front office operations.
• Handled customer complaints calmly and professionally to maintain hotel reputation.
• Oversaw front desk operations and trained team to handle high volume work with professionalism and accuracy.
• Monitored guest activities to provide fruitful experience.
• Scheduled work hour shifts to produce full staff during peak hours.

• Demonstrating effective management skills proactively taking the lead, ensuring guests experience a memorable stay and that all hotels standard are withheld
• Managing front office for a 5 star hotel with 404 rooms and an average occupancy of 95%
• Overseeing the professional execution of guest's calls, messages, packaging and guest amenities
• Executing an average of 40/50 check-in while utilizing a welcoming demeanor
• Promoting hotel services with enthusiasm, demonstrating hotel superiority
• Accountable for training all new hire, resulting in a strong guest service team
• Increasing guest retention by exceeding guest's expectations while utilizing professional warmth and making sure all guest complaints are dealt with accordingly
• Administering credit card postings, charge backs and adjustments, running the night audit, ensuring organization and security
• Achievements and Activities
• Patrolled areas to ensure site security and compliance to all health and safety regulations.
• Performed concise and accurate handovers to at end of shift.
• Kept 3 team members informed of changes to , and policies through out shift.
• Escorted VIPs to rooms whilst upholding company standards and 5 star service.

• Current role is Night auditor but successfully trained as a guest relations executive and switchboard operator
• As night auditor my responsible for the overnight audit process and accounting functions such as daily reporting of revenues and accounts payables, transaction audits and verifications, and preparation of final statements for the next day's check-outs
• I also perform reception duties for late-night guests.

• Managed phone calls, resulting in effective communication flow within the company.
• Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
• Administered mail distribution process, ensuring each department received its correspondence in a timely manner.
• Assisted with administrative tasks, improving overall functionality of the office.
• Delivered front of house duties with warm and professional manner.
• Solved administrative and customer service issues with knowledgeable assistance and friendly support.