Subway franchisees in Victoria reveal how they got started and where they are now
Subway has the largest store footprint of any quick-service restaurant brand in the ANZ region. Here, some of its top franchisees tell us what it’s like to run a Subway shop.
Victoria
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It began life as a humble sandwich shop in the US in 1965 before growing into a multinational fast food restaurant franchise.
Now Subway, with its “Eat fresh. Feel good” motto, has more than 1200 restaurants dotted around Australia and has become the largest quick-service restaurant brand in the Australia and New Zealand region.
In Victoria alone there are roughly 300 stores run by a community of franchisees.
Some have worked their way up the ranks from sandwich artists to business owners, while others have pursued a career change by buying into the business.
Here, they tell the Herald Sun what it’s like to run a Subway franchise.
Mohammad Shamim
Which restaurants do you operate?
I operate a total of 70 restaurants across Victoria, New South Wales and Queensland. 47 of my 70 restaurants are located in Victoria.
How long have you been a Subway franchisee? How did you get into it?
I first got started in the Subway business as a sandwich artist 16 years ago.
I had been in the job for six or seven months when the owners went away for a day and left me in charge of their restaurant.
After that experience, they encouraged me to do the training to move into a management position. The owner went on to buy three more restaurants and I eventually became their area manager.
My wife, Yanan, was also working as a sandwich artist while studying to become an accountant.
In 2011, we purchased our first Subway restaurant together backed by a loan from our family.
We worked day and night when we purchased our first restaurant because we wanted to pay our family back as soon as possible.
Within six months, we had bought a second restaurant. Then, a third.
My previous studies in accounting and Yanan’s support helped me continue to grow. We developed new management structures that made it simpler to take on new restaurants as we replicated established processes across each venue.
When a franchisee decides it is time to sell and move on, they will reach out to me to see if I am interested in taking on the business they have built.
I buy multiple restaurants at a time from other franchisees or as new builds. Not just one at a time.
I had a full circle moment last year when I purchased ten restaurants from the owner who first hired me as a sandwich artist back in 2007.
Do you want any more restaurants?
I would like to get to 100 restaurants, but it’s not about the number. I see every single restaurant as an achievement.
What are the biggest advantages of owning a franchise?
Support within the brand structure. It does not matter if you have one or 20 restaurants, it’s the same operations and support.
I don’t have to worry about sourcing different suppliers in different areas, it is all done for me by a supply chain team, so the process is very easy.
With a franchise you get the benefits of key platforms being created to build profits and sales; in Subway we have mobile apps to help with customer feedback, sales reports, stock control and rostering. Everything is simplified and easy to manage for all levels across the group.
What are some of the challenges?
As is the case with any retail business, we are always looking for staff, whether they want to grow with the brand into management positions or do casual work.
There are, of course, other challenges like seasonal factors, but we work through each matter as it comes and never stop moving forward.
How has Subway changed over the time you’ve been in the business?
Since joining the business, Subway has continued its digital transformation to assist operations and remain competitive in the market.
The digital growth I’ve experience with the brand has included the introduction of online ordering, digital menu boards, third party partnerships and loyalty programs – with plenty new advances still to come.
Describe a highlight you’ve had while operating the franchise
A key highlight for me was becoming the Subway Franchisee of the Year for Australia and New Zealand in 2016.
Kristie Rooney
Which restaurants do you operate?
I currently operate six restaurants in Melbourne and the Mornington Peninsula: Braeside, Frankston, Church St Brighton, Southland, Peninsula Link Inbound and Peninsula Link Outbound.
The restaurant formats are a mix of freeway locations, shopping centres and standard strip stores. Each format brings differing guests and opportunities to market and connect with these guests in bespoke ways.
How long have you been a Subway franchisee? How did you get into it?
I have been a franchisee since 2006, so going on 18 years now.
Subway has been a part of my life for as long as I can remember. I started as a sandwich artist when I was 14 and worked all throughout high school.
After school, I went to uni for one semester to study business, but studying wasn’t for me, and I went back to working at Subway part-time.
During that time, I managed to save up enough of a deposit (with some help from my parents) to buy the restaurant I worked in at the time.
Purchasing the restaurant and learning the ropes of business ownership and management through a supported structure like Subway felt like a natural career progression and one where I could get the hands-on business experience I was looking for.
Do you want any more restaurants?
We have plans to build two new restaurants next year in Melbourne and are always open to growing our portfolio if it’s the right fit for us.
What are the biggest advantages of owning a franchise?
It has to be the support. I know that at any given time I can pick up the phone and there is always someone on the other end to help either me or my team. There is always someone who has gone through the same thing or had similar experiences to me.
I have always felt so supported and been given some amazing opportunities to grow within Subway.
The more restaurants we purchase or build, the more I see the excitement within my team. They feel like, and are indeed, part of something big, and knowing they feel that too makes it really special.
What are some of the challenges?
Hiring, training and managing teams on a day-to-day basis has to be the biggest challenge for many of us but it can also be the most rewarding part, too.
Across my six restaurants, we employ close to 150 team members.
Of course, this is a lot of people to get to know, so I’m supported by a dedicated team of managers.
When I’m meeting new team members, I always make sure to remember something about that employee for the next time I see them.
Something so small like this can go a long way in retaining team members.
How has Subway changed over the time you’ve been in the business?
Oh, wow, I wouldn’t know where to begin.
I remember on day one I was taught how to slice deli meats and complete BMT set ups.
We only offered two types of bread then, we had no toaster, and cut the bread in a U-gouge!
Describe a highlight you’ve had while operating the franchise.
Individually and along the journey I have won several accolades, including Franchisee of the Year three times.
However, I can’t do what I do without an army behind me – especially my managers.
A highlight for me is getting to work closely with them side-by-side every day. I have a manager who has two children yet still manages to find time to go above and beyond every day.
I have another who is about to complete his uni degree while managing three of my restaurants, and another who has followed me and worked in all my restaurants.
It’s working with these team members that is the real highlight. I strive to do my best every day, and that mantra is also instilled into my team, so we are always working towards the same goals.
I always try and make sure my management team is happy because I know if they are happy, they will always deliver a great experience to guests, which also flows down to the rest of the team and out into the wider community.
Kindness is contagious.
Joshua Rice
Which restaurants do you operate?
I currently operate three restaurants in Castlemaine, Kyneton and Woodend.
How long have you been a Subway franchisee? How did you get into it?
I’ve been a Subway franchisee for nine years but joined the brand long before that as a sandwich artist in 2006.
I started with Subway as sandwich artist when my aunty opened the Castlemaine restaurant 18 years ago. I became a restaurant manager, then advanced as area manager, and then became a Subway franchisee myself.
Now, I own the restaurant I first worked in all those years ago, which is pretty special.
There are so many stories similar to mine within the Subway network, which I love.
Despite Subway being a global brand and household name, it’s also such a family-focused business and one that so many people stay with for decades, which says something about the culture we have here.
You’re likely to know your local Subway franchisees because they live and work in the same community.
What were you doing before?
I’ve always been in customer service/hospitality roles and was previously working for five years as cabin crew for an airline. Since joining Subway, I haven’t looked back.
Do you want any more restaurants?
Absolutely. When the time feels right, I’ll be looking to expand my restaurant presence further.
What are the biggest advantages of owning a franchise?
Becoming a business owner at a young age, I felt I needed guidance and support to be able to run a successful business.
Through the extensive training and support Subway offers, I’ve been able to not just own and operate one restaurant, but three.
Some of the biggest advantages of the Subway franchise model is the business support, the proven formula – they know what works, the established credibility and brand trust, established programs and marketing materials as well as regional, national, and international opportunities to network with other franchisees.
I always saw myself owning and operating a food store. Subway’s model has made this possible.
What are some of the challenges?
Just like any other business owner, you never switch off. I eat, breathe and live my businesses.
You can’t turn passion off and on, but I do have to remind myself to slow down sometimes.
How has Subway changed over the time you’ve been in the business?
I have seen so many changes over my time within Subway, from new menu items, uniforms changes and the latest restaurant fit-out and decor refreshes.
I’ve loved being part of the brand transformation, seeing it go from strength to strength to meet and exceed the needs of our guests.
The latest changes have been the introduction of Subway Delivers, our own delivery platform, with more exciting digital advancements on the horizon.
Everyone that has been part of Subway’s journey has brought something to further develop and improve the brand to make it what it is today.
Describe a highlight you’ve had while operating the franchise
From achieving record sales, being nominated for Franchisee of the Year for the North/West VIC territory, winning the Community Ambassador Award at the 2023 Subway Convention, to all the wonderful relationships I’ve made with guests and employees over the years, you feel like you are part of a huge Subway family.
Other comments?
Despite running three restaurants, I still work in the restaurants myself every day. If you love what you do, it never feels like work.
I also had the honour of attending the Global Subway convention in Las Vegas last year, which was such a rewarding experience to network with Subway franchisees from all around the world.
Khushboo Batra
Which restaurants do you operate?
I own and operate two restaurants: one in Balaclava/St Kilda East and one in Rye.
Each has its unique dynamics. East St Kilda gives me insight into how metro restaurants operate, while Rye provides more of a regional dynamic.
How long have you been a Subway franchisee? How did you get into it?
I’ve been part of the Subway family for the past 10 years, acquiring my first restaurant in 2014.
I always wanted to be my own boss, and Subway’s solid business model and well-known, trusted brand convinced me to buy my own restaurant. The support and training I received were great — they made business ownership straightforward at every step, from paperwork to training, and have helped set me up for success.
What were you doing before?
Before joining Subway, I was working as a senior associate with a financial firm in India.
Do you want any more restaurants?
I would be interested in owning another restaurant! Maybe another establishment in a metropolitan or regional setting, or even exploring an entirely new concept altogether.
What are the biggest advantages of owning a franchise?
Owning a franchise comes with lots of advantages:
1. Well-established brand and brand recognition.
2. The support and training: At Subway, the ongoing support system is solid. We receive training at every step, helping franchisees provide excellent service to guests while growing their businesses effectively.
3. Cost efficiency: Subway has a very strong buying power which supports franchisees remain profitable in the current economy.
4. Networking: We use Subway as a platform to engage with our community and with other franchisees.
5. Streamlined marketing and advertising: Subway’s national marketing team promotes the brand and provides local area marketing tools, making it quick and easy to spread the word about new products and offers.
What are some of the challenges?
Covid was, of course, a challenging time for all businesses. Through this time, third-party platforms experienced a huge surge in popularity within the hospitality sector, and it happened so quickly that we had to work rapidly to effectively communicate our continued presence and offering.
How has Subway changed over the time you’ve been in the business?
Over the decade I’ve been with the brand, Subway has continued to offer more training and increased transparency, which has had noticeable benefits for franchisees.
Describe a highlight you’ve had while operating the franchise
I am one of the CORE (Centre of Restaurant Excellence) trainers conducting training sessions for new franchisees at my East St Kilda restaurant. It’s a thrilling role for me and my team as we impart the skills needed to effectively manage Subway operations.
Staying on top of our game ensures our operations consistently thrive.
Also, I was nominated for an Operational Excellence Award, which was again a big motivational force for my team and myself.
Brendan Bywaters
Which restaurant do you operate?
I currently own and operate the Subway Lysterfield restaurant.
How long have you been a Subway franchisee? How did you get into it?
I’ve been a Subway franchisee for just under two years; July 27 will mark my two-year anniversary.
We originally got into Subway as I had broken my back at home, and Subway is our go-to lunch on the weekends while gardening. I visited a restaurant while recovering from my accident and thought, ‘why not?’
What were you doing before?
Before joining Subway, I was a property manager in real estate. I had been in the industry for 13 years.
Do you want any more restaurants?
Yes. I would love to grow to owning three restaurants.
What are the biggest advantages of owning a franchise?
The biggest advantages of owning a franchise have been the support from head office on all aspects, not just the business side of things but also personal and relationship building.
I feel like we are all one big family, and we all help each other on our strengths and weaknesses.
How has Subway changed over the time you’ve been in the business?
The current leadership team have enacted some really positive changes within the business and the Subway network. I feel all restaurants are now aligned, and there is a fantastic support network set up in head office, enabling us to push our small business further then it had ever been before, breaking restaurant records, after records.
Describe a highlight you’ve had while operating the franchise
There have been too many highlights to mention, but to bring to light the three biggest ones include creating my own little Subway family within my restaurant, my current restaurant renovation, and doubling my sales figures within 12 months of taking over the restaurant.
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