Leigh Hendra
Summary
Accomplished Risk Management Professional experienced in risk assessment, compliance oversight, and health and safety compliance. Achieved operational efficiency through process mapping, quality assurance, and performance monitoring while fostering positive team environments. Focused on continuous improvement and strategic planning to enhance organisational effectiveness.
Overview
28
28
years of professional experience
3
3
years of post-secondary education
Work history
Operations manager
The Hours. Brecon
Brecon, Powys
10.2010 - 01.2026
- Ensured compliance with all licensing, hygiene and health and safety guidelines across the premises.
- Managed daily cash up procedures, ensuring accuracy in financial reporting.
- Trained team members to deliver exceptional customer service.
- Fostered a positive working environment, resulting in lower staff turnover rates.
- Managed staff rosters for optimal productivity and efficiency.
- Ensured smooth operations by maintaining open communication lines with all staff members.
- Identified areas of improvement through regular performance reviews.
- Streamlined service delivery processes, enhancing guest experience and operational efficiency.
- Resolved customer complaints swiftly, enhancing client satisfaction and loyalty.
- Organised promotional events to boost brand visibility and engage local community.
- Maintained a high standard of food quality with strict adherence to health and safety regulations.
- Maintained smooth restaurant operations by coordinating and enforcing personnel policies and procedures in line with company standards.
- Improved Front-of-House (FOH) staff productivity by elevating greeting and seating processes.
- Ensured a safe environment for restaurant staff and guests by establishing and enforcing sanitation standards and procedures, conducting [Frequency] inspections to verify adherence.
- Protected brand image by ensuring interior restaurant presentation was exceptionally maintained.
- Strategically reviewed and planned restaurant staffing levels based on evolving service demands.
- Allocated resources to properly staff shifts and maintain adequate service levels across all restaurant areas.
- Effectively managed payroll and HR processes, including paperwork completion for new hires and terminations.
- Analysed operations to improve restaurant efficiency and service levels.
- Conducted health, safety and sanitation process evaluations, immediately identifying and remedying violations.
- Clearly and promptly communicated pertinent information to staff, maintaining knowledgeable service teams.
- Coordinated Front of House and Back of House staff ahead of events for smooth execution to maximise guest satisfaction.
- Sought out and implemented methods to improve service and team performance, boosting business sustainability with continuous enhancements.
- Coordinated optimal guest relations from initial contact through final check-out to boost satisfaction and brand loyalty.
- Liaised with kitchen teams to develop innovative, seasonal menus for maximised customer appeal.
Process improvement manager
Ventura UK
Cardiff
06.1998 - 09.2009
- Enhanced customer satisfaction levels by improving service delivery processes.
- Identified operational inefficiencies, streamlining workflow and enhancing overall effectiveness.
- Analysed existing systems and procedures meticulously, identifying areas requiring enhancement.
- Coordinated with department heads, ensuring alignment of process improvements with organisational goals.
- Facilitated employee training on new process methodologies, ensuring understanding and compliance across teams.
- Conducted root cause analysis on problems, formulating targeted solutions to address underlying issues.
- Achieved enhanced productivity by redesigning workflow strategies.
- Planned resource allocation effectively during various stages of the process improvement cycle.
- Spearheaded cross-functional team collaborations for effective process enhancements.
- Managed change effectively whilst implementing new procedural changes across departments.
- Designed key performance indicators to monitor and evaluate the effectiveness of process improvements.
- Standardised procedures for consistency and quality assurance during operations.
- Developed detailed project plans to ensure timely completion of process improvement initiatives.
- Collaborated with IT staff to develop technological solutions for business process optimisation.
- Conducted regular audits to verify compliance with improved processes.
- Consulted stakeholders regularly throughout the course of improvement projects to ensure consensus and buy-in.
- Fostered a culture of continuous improvement through active employee engagement initiatives.
- Summarised large quantities of complex data in statistical and written formats for easy digestion and better understanding.
- Researched and analysed impact of existing reporting procedures to identify improvements.
- Identified room for process improvements and automations to increase operational accuracy and efficiency.
- Completed impact assessments to outline and implement necessary changes to drive business-wide improvements.
- Transformed raw data into actionable reports and recommendations, leading to measurable changes.
- Built reports based on stakeholder requirements to implement meaningful and necessary business changes.
- Designed and delivered end-user training, offering technical support as necessary.
- Unearthed robust and actionable insights through quantitative and qualitative methods.
- Informed managerial staff of impact of data capabilities within specific business areas.
- Helped organisations improve customer satisfaction and achieve measurable results.
- Highlighted undetected organisational needs to improve business performance.
- Encouraged development of clear objectives and action plans.
- Guided clients toward improved organisational structures and better solutions for identified problems.
- Scrutinised existing and proposed methods and procedures.
- Observed systems and staff operations throughout organisation, compiling current and accurate information.
- Identified deviations from standard operating procedures, understanding causes and preventing reoccurrence .
- Interviewed staff to obtain personal observations and insights into existing procedural strengths and weaknesses.
- Identified departures from agreed-upon procedures and standards and helped close gaps.
Education
Bachelor of Arts - English & Theatre
University of South Wales
Cardiff 10.1994 - 06.1997
Skills
- Risk assessment
- Compliance oversight
- Health and safety compliance
- Process mapping and improvement
- Quality assurance
- Performance monitoring
- Continuous improvement
- Operational support
- Customer relationship management
- Team leadership and development
- Training and development
- Resilience under pressure
- Initiative and resourcefulness
- Communication proficiency
- Interpersonal skills
Affiliations
- Reading, Creative Writing, Gardening, The Countryside
Accomplishments
Festival Co-ordinator
Pop-up Event Planner
Community Collaborator
Board Member
Awards Judge
Timeline
Operations manager
The Hours. Brecon
10.2010 - 01.2026
Process improvement manager
Ventura UK
06.1998 - 09.2009
Bachelor of Arts - English & Theatre
University of South Wales
10.1994 - 06.1997