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How this Capriotti’s vice president bridges the gap between the corporation and franchisee

Glynn Chambers started out as a franchisee and now she helps onboard new franchisees for Capriotti’s and Wing Zone as vice president of brand expansion

Joanna Fantozzi, Senior Editor

September 27, 2023

3 Min Read
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Sometimes the corporate and franchise sides of a company can feel miles apart, and that’s where Glynn Chambers, vice president of brand expansion for Capriotti’s and Wing Zone, comes in to bridge the gap. 

Chambers began her career in the restaurant industry working her way up the corporate ladder at Quizno’s before becoming a Quizno’s franchisee. Throughout her career, she has straddled the fence between the franchising and corporate sides of the business, and now in her newly evolved role at Capriotti’s, Chambers spends most of her days acting as a liaison between franchisees and the company as she helps them get stores up and running. Chambers’ role is crucial component of a franchising business that not all companies focus on.

“Having always been on the franchise side of the business, I can use my power of influence and persuasion as much as possible to try and get franchise partners to do the right thing or help them get to the right place,” Chambers said. “Since I was actually a franchisee myself, I'm able to look them in the eye, tell them that I understand what's going on, whether it be pre- construction or post-construction, and talk through it with them. I have that credibility because I have all of these years of experience.”

Chambers’ role has expanded and evolved over the years. Before Capriotti’s hired a chief restaurant officer this year, Chambers was in charge of the training department, and now she mainly focuses on onboarding for new franchisees and the store opening process, from getting the lease, to working on the layout and design of the restaurant, to getting set up with kitchen equipment and permitting. She works with multiple departments within the company to make sure that franchisees are set up with everything from technology to team members. 

Then, once franchisees successfully have their stores up and running, Chambers said that they constantly stay in touch for feedback from franchising partners, as well as figuring out what works and what doesn’t work, particularly in different geographic markets, where demographics, revenue, and community needs might differ greatly. 

“We put the processes and procedures in place, and if our partners are willing to follow them, we can truly help them gauge their success,” Chambers said. “If they don't have that support, how are they going to be able to continue to expand? We don't want to just sell you one restaurant, we want to help you open multiple restaurants. As soon as you get open and you're successful, we’re looking to help you open stores two and three.”

Focusing on franchisee success and interest in opening up more stores down the line aligns with Capriotti’s ambitious expansion goals of both brands, as the company hopes to have 500 restaurants open by the end of 2025. Chambers’ goal is to make sure that the store pipeline is as free flowing as it can be, barring outside issues like supply chain or construction holdups, and she looks forward to working with more first-time franchisees to make sure that goal is met.

“Trust the process,” Chambers said. “Believe and know that when you open your own franchise store, they have the processes in place to help you be successful. The reason you buy into a franchise is because it’s already been done. You’re not having to recreate the wheel. Learn from us.” 

About the Author

Joanna Fantozzi

Senior Editor

Joanna Fantozzi is a Senior Editor for Nation’s Restaurant News and Restaurant Hospitality. She has more than seven years of experience writing about the restaurant and hospitality industry. Her editorial coverage ranges from profiles of independent restaurants around the country to breaking news and insights into some of the biggest brands in food and beverage, including Starbucks, Domino’s, and Papa John’s.  

Joanna holds a bachelor’s degree in English literature and creative writing from The College of New Jersey and a master’s degree in arts and culture journalism from the Craig Newmark Graduate School of Journalism at CUNY. Prior to joining Informa’s Restaurants and Food Group in 2018, she was a freelance food, culture, and lifestyle writer, and has previously held editorial positions at Insider (formerly known as Business Insider) and The Daily Meal. Joanna’s work can also be found in The New York Times, Forbes, Vice, The New York Daily News, and Parents Magazine. 

Her areas of expertise include restaurant industry news, restaurant operator solutions and innovations, and political/cultural issues.

Joanna Fantozzi has been a moderator and event facilitator at both Informa’s MUFSO and Restaurants Rise industry events. 

Joanna Fantozzi’s experience:

Senior Editor, Informa Restaurant & Food Group (August 2021-present)

Associate Editor, Informa Restaurant & Food Group (July 2019-August 2021)

Assistant Editor, Informa Restaurant & Food Group (Oct. 2018-July 2019)

Freelance Food & Lifestyle Reporter (Feb. 2018-Oct. 2018)

Food & Lifestyle Reporter, Insider (June 2017-Feb. 2018)

News Editor, The Daily Meal (Jan. 2014- June 2017)

Staff Reporter, Straus News (Jan. 2013-Dec. 2013)

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