Jacqueline Lotter-Raines

• Direct multi-site operations across 35 high-profile, public-facing contracts in Bristol, ensuring consistent service delivery, operational efficiency, and full regulatory compliance.
• Act as senior point of contact for key clients, leading performance reviews, managing escalations, and strengthening long-term commercial relationships.
• Conduct regular site audits and quality inspections to ensure adherence to company standards, health and safety, and industry regulations.
• Lead and develop a diverse workforce, driving engagement, accountability, and high performance across multiple sites.
• Oversee workforce planning and resource allocation to meet fluctuating operational demands.
• Drive service improvement through performance management, data-led insights, and continuous improvement initiatives.
• Resolve complex client and operational issues using structured, customer-focused problem-solving.
• Support bid activity through tender contributions, site assessments, and mobilisation planning.
• Lead quotation development and cost modelling to ensure commercially competitive and sustainable pricing.
• Contribute to contract negotiations, providing operational insight to support delivery and profitability.

• Managed multi-site operational performance, ensuring alignment with commercial targets, compliance standards and brand governance.
• Delivered sustainable EBITDA growth by aligning workforce planning, cost control and commercial strategy.
• Led end-to-end contract lifecycle management, from onboarding through to operational mobilisation.
• Built and maintained strategic client and stakeholder relationships to strengthen retention and long-term commercial growth.
• Provided senior oversight of recruitment strategy, workforce planning and leadership development across multiple sites.
• Implemented structured performance management frameworks, improving productivity, engagement and achieving 100% staff retention.
• Maximised efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Oversaw new site openings in partnership with Talent, L&D and Project teams, ensuring successful mobilisation and brand consistency.
• Strengthened governance through H&S leadership, risk management and audit control, maintaining 5-star EHO ratings across all sites.
• Embedded customer experience frameworks and service standards, responding to feedback and improving loyalty metrics.

• Development of a food and beverage operating strategy that ensures the club's F&B department operates at an optimum level.
• Accountable and responsible for the implementation of service standards and the effective running of the food and beverage operation, which includes functions, events, and meetings.
• Ensures that the budget expectation for the department is met.
• Ongoing communication throughout the department to ensure goals are met (pre-meal briefings, staff meetings, culinary team).
• Research and analyse new products and services to remain competitive.
• Understand and execute good internal processes to service specifications.
• Ensure compliance with food handling and cleaning standards.
• Ensures compliance with all Health and Safety legislation, trade description and licensing.
• Reviews of staffing levels for optimum operational needs during service.
• Ensure opening and closing procedures are fully adhered to.
• Review and support the supervisor and follow team members with ongoing training.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Facilitated clear communication between employees and upper management through regular meetings and updates.
• Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimising discrepancies.
• Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
• Assisted in recruiting, interviewing, hiring, and onboarding new employees to maintain adequate staffing levels.
• Boosted employee morale by recognising outstanding performance and celebrating team accomplishments.
• Enforced company policies consistently while handling disciplinary actions when necessary, with fairness and respect.

• Built strong, professional team relationships to resolve issues quickly and maintain operational continuity.
• Managed employee relations matters, including disciplinaries, grievances, and conflict resolution, in line with policy and employment legislation.
• Promoted employee wellbeing and fostered an inclusive, high-performing team culture.
• Maintained accurate HR and operational records, including attendance, incidents, and performance data.
• Collaborated cross-functionally with clinical and management teams to meet service and patient care requirements.
• Improved workflow efficiency, reducing turnaround times for critical tasks.
• Supported recruitment and onboarding to strengthen team capability.
• Coordinated cross-departmental communication to enhance alignment and execution.
• Motivated and developed team members to exceed performance targets.
• Maintained and utilised data systems to track performance and inform decision-making.
• Ensured full compliance with health and safety regulations.

• Devised, implemented, and continuously optimised operational processes to drive sustainable growth, improve profitability, and ensure long-term business success across multiple outlets.
• Led full HR function, including recruitment, onboarding, training, performance management, and workforce planning to build high-performing teams.
• Conducted regular operational audits, staff performance evaluations, and compliance assessments to ensure adherence to brand standards and regulatory requirements.
• Strengthened brand visibility by building relationships with local media and community stakeholders, increasing exposure for promotional events and franchise initiatives.
• Implemented targeted business development and marketing strategies that expanded customer reach, increased revenue, and penetrated new market segments.
• Evaluated and negotiated with suppliers based on quality, pricing, delivery efficiency, and compliance standards to maintain cost control and operational efficiency.
• Conducted market and competitor analysis to identify emerging trends, customer demands, and opportunities for strategic advantage.
• Developed and managed annual budgets, forecasting revenue, controlling expenses, and ensuring financial sustainability across all outlets.
• Oversaw full financial administration, including accounting oversight, purchasing, cash flow management, and bi-weekly payroll processing.
• Ensured compliance with statutory regulations, labour laws, health and safety standards, and franchise governance requirements.
• Maintained accurate and up-to-date administrative systems, records, licensing, and operational documentation.
• Acted in a dual capacity as Owner-Operator and Area Manager, aligning operational performance, HR strategy, and financial management to achieve regional business objectives.
• South Africa

• Led regional operations and development across seven franchised outlets (including four owner-operated), driving profitability, market share growth, and brand expansion.
• Developed and executed regional business plans aligned to corporate strategy, delivering sustained commercial growth and improved operational performance.
• Acted as franchise head office representative, ensuring full compliance with brand standards across marketing, product usage, and in-store execution.
• Identified and secured new market opportunities through site research, feasibility analysis, and strategic partnerships, supporting network expansion.
• Supported franchisees through ongoing operational guidance, performance reviews, and structured feedback to enhance consistency and results.
• Led quotation, pricing oversight, and cost control initiatives, ensuring competitive positioning and margin optimisation.
• Managed supplier relationships and distribution centre coordination to maintain stock availability and operational continuity across all outlets.
• Conducted operational and compliance audits covering service quality, hygiene, training, and adherence to South African health and licensing regulations.
• Analysed performance data and sales trends to identify improvement opportunities, implementing targeted actions to increase revenue and productivity.
• Handled escalated customer and head office issues, resolving concerns to protect brand reputation and customer loyalty.
• Collaborated with executive leadership to shape long-term growth strategy, providing regular reporting and insight on regional performance.
• Contributed to product and menu development, including market research (e.g. Halaal/non-Halaal requirements) and trialing new offerings.
• Streamlined operational and development processes, improving rollout efficiency and enabling faster implementation of new initiatives.
• Trained and developed staff and franchisees through workshops, site visits, and coaching, strengthening capability and driving high performance.

Built a strong operational and customer-focused foundation across industrial and hospitality environments. As a Site Technician at Intocast SA, I supported smelting and mining operations by coordinating refractory materials, conducting site measurements, and producing technical reports, ensuring continuity and efficiency in high-temperature industrial processes. Strengthened operational performance through stock control, supplier liaison, and accurate documentation, while contributing to safety compliance and daily planning activities. Worked closely with cross-functional teams and clients to resolve on-site challenges and optimise material usage, reducing waste and downtime. Previously, as a Food and Beverage Manager at Spur Steak Ranches, I led front-of-house operations, managing team performance, customer experience, and financial controls. Drove service excellence through structured training, coaching, and continuous improvement, while maintaining high standards in a fast-paced environment.