Roll’d

JoIn the franchIse famIly

pictured above: Mama hoang (left) and Quinnie - corporate Store Operations / Franchisee (right)

From studying to become a high school teacher to immersing herself within the family business, Quynh-Anh Hoang, known affectionately as Quinnie, sister of Roll’d Vietnamese founder and CEO Bao Hoang, saw the rapid growth of Roll’d Vietnamese and trusted her gut feeling to get involved.

Having grown up in a Vietnamese family, the Hoang children knew exactly how fresh and healthy Vietnamese food is, although lacking popularity of Vietnamese cuisine across Australia left it in the shadows of other prominent takeaway options. Their shared vision to reshape the Australian-Vietnamese dining experience remains a source of inspiration for Roll’d Vietnamese, who as a team collectively continue to advocate for food diplomacy, offer career growth opportunities and develop a strong mutual understanding of cultural differences. Quinnie, who owns four Roll’d Franchises across Victoria and Queensland, describes her Roll’d Vietnamese journey as one dedicated to service, education and passion, a philosophy she brings into her stores every day and encourages amongst her team members, who she calls family. In good Vietnamese fashion, all on-boarding Roll’d franchisees are welcomed into a the ‘Roll’d family’, a community of likeminded individuals and extension of the Hoang’s family heritage. Having adopted their parents strong work ethic and appreciation for Vietnamese culture has meant the Roll’d Vietnamese team have fostered a working environment built on patience, empathy, forgiveness, compassion, as taught in the home by the Hoang parents. Now, with over 20 new stores slated for 2022 and an extensive omnichannel strategy that includes B2B sales and new drone delivery, the team are investing equally in providing stronger career pathways and opportunities for onboarding Roll’d Vietnamese franchisees and staff. Since the inception of the brand, Roll’d Vietnamese have offered ongoing support to its franchise network inclusive of first-time business owners, to multi-site investors. This includes on-going training and short up-skilling courses to better equip staff with skills that are valuable both in and outside the store environment. In a bid to open up further opportunities for young Australians, the team are taking their recruitment strategy to the next level, having recently paired with The Institute of Training and Further Education to tailor a suite of qualifications to suit individual employees. The new recruitment strategy is intensely focused on forging stronger career development pathways that supports the next generation of hospitality workers, by putting them through short courses and full qualifications to strengthen and develop important skills suited to hospitality and beyond. “Our role is to give the franchisees everything they need to succeed and provide on-going support. It’s important for prospective franchisees to ask themselves why they’re investing in a Roll’d franchise. We believe that profit is a by-product and if you do things well and with our values at heart, you’ll be successful. Being in the Roll’d family is about being a part of something special and being a trailblazer, because we’re a young business everyone in the franchise network has the opportunity to facilitate change and see their future and the future of Roll’d grow,” Says Quinnie. As a proud business that offers equal opportunity, the new recruitment strategy focuses more on the capacity and willingness to learn, rather than existing skills or experience. “Our door is open for people from all walks of life. It’s not about having a longstanding background in hospitality, but rather our approach is about people who have a willingness to learn, who are hard-working and invested in building a team.

INTERVIEW WITH VENICE PHAN

THE NATIONAL FRANCHISE MANAGER & FRANCHISEE OF ROLL’D PACIFIC SQUARE �NSW�

How long have you been working with Roll’d Vietnamese? What were you doing prior to franchising?

I joined Roll’d Vietnamese back in 2013 when they had just four stores in Melbourne’s CBD, and I was fortunate enough to assist in-store operations at the second store. Now, I am in the 8th year with Roll'd Vietnamese and still counting as my passion continues to grow with so many opportunities and challenges waiting for me to unlock. When I first joined, Roll’d Vietnamese was still a new concept of fast Vietnamese food that ‘wrapped in freshness, daily’ (our old slogan). Not only was I impressed with the brilliant and e�cient operations that convert fresh Vietnamese fresh into a fast but fresh concept (our average speed of service is under 4 minutes, and we still manage to deliver the fresh and flavoursome essence of Vietnamese cuisine), I was also amazed by the entrepreneurial ambition of our founders demonstrated by an enormous expansion plan across Victoria, ACT, Queensland, New South Wales, and Western Australia. During the early stage of the expansion, I had the privilege to assist with store openings, training and operations interstate. The most considerable milestone for me remains my move to New South Wales from Victoria to assist with the expansion in this state. This opportunity has sharpened my operational skills and knowledge and remains such a strong foundation for my current career in franchising and investing in my own Roll'd Vietnamese store. I am lucky enough to represent Roll’d Vietnamese as a Franchisor while acting as a Franchisee. This advantage enables me to walk in both shoes to understand concerns and expectations to deliver the most relevant support.

Being a part of the Roll’d Vietnamese family is about sticking to the basics of providing good Vietnamese food, good customer service and What are the biggest challenge faced making it a memorable experience for each and every customer,” says by prospective franchisees? Quinnie. From my experience assisting a number of franchisee candidates, finance Big picture thinking, flexibility and long-term strategies has allowed is probably the first and foremost challenge that may postpone people’s dreams. Understanding finance is a key ma�er. Roll'd Vietnamese currently the brand to cultivate an environment to inspire staff through on-going have preferred status with some financial institutions. These brokers have support, new B2B opportunities and a range of store formats to choose successfully assisted many of our current franchisees with secured finance from. for their stores and may assist potential candidates. How has Covid a�ected Franchising? Equally innovative as adaptable, Roll’d Vietnamese has shown great flexibility in its business model, offering a variety of store models for The outbreak of Covid has had significant economic, political and social impact worldwide and because of this, we see many prospective franchisees to choose from: traditional retail store fronts, prospective franchisees feeling apprehensive in investing. including kiosks in food precincts, high-street stores, concessions with supermarkets and the Roll’d Runner (Roll’d’s food truck). Although Covid has had a damaging e�ect on the economy of many Australian businesses, we are hopeful that Australia will recover greatly. Alongside multiple store format options, Roll’d’s new business strategy We are confident that our business leaders, including Roll’d Vietnamese founder and CEO, Bao Hoang, who is a member on the Australian is intensely focused on expansive omnichannels, with each store model having the opportunity to supplement revenue through new FMCG Governments National COVID-19 Coordination Commission, has products and the Grab-and-Go range available in Coles Supermarkets. future-proofed our business to ensure a secure future, while reducing the negative economic impacts of the health crisis. As Roll’d Vietnamese power ahead in the Australian market and In 2020, Roll'd Vietnamese launched several incentives to assist with sales continue to develop deeper relationships with more Australians, Roll’d and job maintenance, such as the Roll’d Runner, Roll'd Delivery, Roll'd Meal Box; the head o�ce sta� were deployed to assist Roll'd stores during the lockdown to encourage franchisees to keep their stores open while we are also looking ahead with aspiration to expand into international markets including the USA, New Zealand, Ireland, Japan and the UK. weathered the worst of the pandemic.

baO hOang

cEO / co-founder

about roll’d

vIetnamese: Further to this, Roll’d Vietnamese proudly opened 10 new stores, serving almost 4.3M hungry customers during the pandemic and welcoming existing Franchisees to join our multi-site owner club, A proud Vietnamese culture, focus on family, bringing the multi-site owner rate up to 33%. supporting franchisees and delivering healthy bites is at the heart of everything behind Australian QSR leaders Roll’d Vietnamese. We saw a number of corporate store managers step up to become their own bosses and continue to expand our o�ce support time. One of the few genuine family-run QSR What have you learnt over the past 12 months? businesses, Roll’d Vietnamese has remained passionate about culture and forging longOne of the most valuable things I have personally learnt during 2020 is to recognise opportunities are always available, even throughout crisis. standing relationships with its franchisees since its This applies to myself and ten of our Franchisees who opened first store opened in Melbourne’s CBD back in 2012. their own stores in the (most) challenging year of business.

Success comes to those who see the right opportunities at the right Roll’d Vietnamese continues to honour the historic and time, are determined enough to make decision, and dedicate 'all-in' proud roots of the Hoang family and their Vietnamese into the success of their business. heritage through authentic Vietnamese food, recipes and strong cultural traditions. Once you are a part of the Roll’d Vietnamese family, we guarantee you are greatly supported and set you up for success. Our corporate Not only has this enabled the QSR leaders to remain at the forefront of team will walk the journey with you, because firmly believe the success of our Franchisees is the success of Roll'd Vietnamese. Australian healthy takeaway, but it has also enabled the brand to flourish into a range of new omnichannel strategies, bringing healthy Vietnamese What advice would you give those looking to food to more Australians, keep staff in reliable employment and excitingly purchasing a Roll’d Vietnamese franchise? prepare for international expansion off the back of the pandemic. One of the most frequently asked questions is 'Do I need to have With over 1,000 locations to pick up a fresh fix of Mama-Hoang inspired experience in food and beverage to become Roll'd Vietnamese Franchisees?' and while having experience in hospitality is delights, including famed Roll’d Soldiers®, steamy Vietnamese Phở soups, advantageous, it is by no means compulsory. crisp Gỏi salads, Bánh Mì baguette, pantry items, Grab-and-Go meals, condiments, Roll’d Vietnamese is an incredible story of strong family Instead, we seek franchise partners who fit into our strong brand values and possess passion, commitment and a hunger for success. ethics and determination. Led by Founder and CEO, Bao Hoang, Roll’d Vietnamese remains a passionWe recommend franchise candidates do their research and familiarise themselves with the Roll’d Vietnamese brand prior to application. driven business, with Hoang’s parents keeping a hand in every Phở that’s That involves talking to our Franchisees who are at di�erent stages served. of the franchising journey to understand what it takes to become their own boss, consulting with professional business advisors, Now, his sister, Quynh-Anh Hoang is leading the corporate arm of Roll’d accountants, and solicitors to assist with decision making. Vietnamese and championing the franchising space, with four Roll’d Vietnamese franchises under her own belt. We are dedicated to supporting our franchisees from the begin of their Roll’d Vietnamese journey and are happy to provide assistance and guidance in the decision-making process.