Leighton Rafferty
Cardiff,Cardiff
Summary
Dynamic and versatile customer service professional with extensive experience in aviation, hospitality and performance. Skilled in passenger safety, inflight operations, leadership, team supervision and delivering exceptional customer experiences. Highly experienced in hospitality roles, including waitering and bartending with proven upselling and sales abilities.
A strong communicator with confidence in public speaking, performance and engaging diverse audiences. Known for adaptability, problem solving and remaining calm under pressure while consistently maintaining professional presentation. Passionate about providing outstanding service, creating enjoyable experiences for the public and fostering positive interactions in every role.
Overview
22
22
years of professional experience
1
1
year of post-secondary education
Work history
Bartender waiter
Demiros
Cardiff
2010.10 - Current
- Delivered high-quality customer service in a fast-paced, high-volume restaurant environment
- Managed multiple tables and bar orders efficiently while maintaining attention to detail
- Prepared and served a range of alcoholic and non-alcoholic beverages
- Processed payments and operated POS systems accurately
- Maintained cleanliness and organization of bar and dining areas
- Collaborated with kitchen and floor staff to ensure smooth service during peak hours
- Resolved customer concerns professionally to maintain positive dining experiences
Inflight Lead
British Airways
London
2014.06 - 2025.05
- Led and supervised cabin crew teams to deliver exceptional in-flight service while ensuring compliance with aviation safety regulations.
- Took overall responsibility for cabin operations, coordinating crew activities to maintain efficiency, safety, and high service standards.
- Acted as the primary liaison between cabin crew and flight deck, ensuring clear communication during routine operations and irregular situations.
- Managed and resolved passenger issues, including complaints and special service requests, maintaining a calm and professional approach.
- Ensured strict adherence to safety procedures, emergency protocols, and regulatory requirements throughout all phases of flight.
- Delivered premium customer service, creating a positive travel experience for passengers in all cabin classes.
- Conducted pre-flight briefings and post-flight debriefs to align the team on safety, service priorities, and operational updates.
- Monitored team performance, providing guidance, coaching, and support to maintain high professional standards.
- Handled in-flight incidents and emergency situations with confidence, applying trained safety procedures and leadership skills.
- Oversaw cabin preparation, service delivery, and compliance with company policies and aviation regulations.
Actor/Singer
Self Employed
2008.09 - 2014.06
- Performed in major productions including Les Miserables, Les Misérables 25th Anniversary Concert at the The O2 Arena and the film adaptation of Les Misérables, collaborating with large production teams and adapting to fast-paced filming environments.
- Delivered live vocal and theatrical performances to audiences of up to 20,000+ in high-profile venues.
- Maintained professional vocal and physical performance standards through consistent training, rehearsal, and self-management.
- Worked closely with directors, choreographers, musical directors, and large ensemble casts to deliver coordinated performances.
- Demonstrated punctuality and reliability by adhering to demanding rehearsal and performance schedules.
- Adapted quickly to new roles, scripts, staging, and choreography under tight deadlines.
- Maintained composure and performance quality under pressure during live shows and large-scale productions.
Supervisor
S.A.Brains
Cardiff, Cardiff
2011.04 - 2013.03
- Supervising and motivating front of house staff
- Delegating tasks and coordinating shift duties
- Training and onboarding new employees
- Conflict resolution and team support
- Delivering high quality guest experiences
- Handling customer feedback and complaints professionally
- Building customer relationships and repeat clientele
- Maintaining a welcoming, high energy service environment
- Opening and closing procedures
- Coordinating table service and bar service flow
- Monitoring service standards and presentation
- Ensuring smooth communication between kitchen & front of house
- Advising customers of wine selections
- Responsible for alcohol service practices
- Operating POS systems and processing payments
- Cash handling and end of shift reconciliation
- Managing reservations and order systems
- Maintaining hygiene and food safety standards
- Ensuring work place safety procedures are followed
- Managing busy service periods
- Prioritising tasks under pressure
- Stock monitoring and inventory coordination
Cabin crew member
Britannia
Cardiff
2004.06 - 2008.09
- Began my career in aviation and developed strong foundations in customer service, passenger safety, and inflight operations.
- Delivered professional inflight service while ensuring passenger comfort and adherence to safety procedures.
- Assisted with boarding, safety demonstrations, and inflight service in a fast-paced team environment.
- Supported passengers with a range of needs while maintaining a calm and professional approach.
Education
Diploma of Higher Education - Musical Theatre
London School of Musical Theatre
London 2008.09 - 2009.10
Skills
- Customer service excellence across aviation, hospitality & entertainment
- Customer safety, emergency procedures and inflight operations
- Upselling and sales expertise in hospitality settings
- Leadership, team supervision and crew coordination
- Teamwork and collaboration in fast paced environments
- Conflict resolution and calm under pressure
- Cultural awareness
- Time management and organisation
- Attention to detail, safety compliance and professional presentation
- Adaptability and flexibility across diverse roles and industries
- Performance skill and confidence in front of audiences
Timeline
Inflight Lead
British Airways
2014.06 - 2025.05
Supervisor
S.A.Brains
2011.04 - 2013.03
Bartender waiter
Demiros
2010.10 - Current
Actor/Singer
Self Employed
2008.09 - 2014.06
Diploma of Higher Education - Musical Theatre
London School of Musical Theatre
2008.09 - 2009.10
Cabin crew member
Britannia
2004.06 - 2008.09