Lon Southerland

Oversee operations for three business units including North American company-owned cafés, franchising, and eCommerce.

• Turned around San Francisco operations, via stabilized and rebuilt team, menu innovation, and refocused marketing. Led increased store count of 60% solidifying record-breaking 100% top line growth. Drove superior ROI through focused leadership, team development, and introduction of new revenue streams.
• Created global growth template, P&L’s, store prototypes and 10-year new market entry proforma’s.
• Increased average ticket by 38% and accelerated 2018 comparative sales growth 10%.
• Grew operations 60% in first year including successful opening of the first U.S. flagship store.
• Led aggressive Franchising program growth; formed strategic partnerships with new global airport partners gaining commitment to multiple locations.Won RFP’s including 4 locations at DFW Airport.
• Reduced labor 10 percentage points, increased speed of service, retail sales, and customer satisfaction.

Partnered with CEO to share workload while providing industry hospitality expertise to organization and client base. Drove operations, innovation, strategy, marketing, sales, project management and national account growth.

• Spearheaded the most significant transformation of food and beverage industry operator technology resulting in a 12-fold increase in income vastly improving the customer experience for Disney, Marriott, Hilton and over 100 restaurant groups.
• Led advanced artificial intelligence project for Marriott International, an industry first.
• Facilitated Nielson’s investment in Guest Metrics to enhance their industry data and accuracy.
• Directed reorganization and industry product offering staging the company for sale.

Identified, created, and pushed rollout of uniquely branded Bistro offering throughout Marriott sites nationwide. Earned promotion through high-profile concept development that attracted national press attention and fueled unprecedented RevPAR increases, despite substantial economic effects of downturn.

• Masterminded strategy, development, and U.S.-wide rollout behind the fastest-growing fast casual restaurant concept, The Bistro; 300% peak F&B profit increase from innovative lobby / F&B operation strengthening brand message and satisfying upscale business traveler market.
• Led rapid growth (1 restaurant unit per business day in 2011-2013).
• Led new concept consensus building with franchise principals from large REITs to independent owners proving business case and building 100% buy-in for $750K+ “Refreshing Business Lobby” renovation investment across 1,000 locations.
• Educated franchisees on $200K+ revenue decline from lack of action and $386K increase with Bistro; fielded questions and built rapport through extensive, nationwide travel and one-on-one interaction.
• Accelerated visibility by inviting bloggers and thought leaders to site rollouts with resulting features in USA Today and other media. Adjusted training materials and tuned program per industry feedback.
• Captured strong RevPAR lift: $350K incremental house profit, 44% annual cash-on-cash return, and higher Guest Satisfaction Survey results, plus competitor adoption of similar programs.
• Customized offerings to property preferences and competition, adjusting menu scope to reflect staff F&B capability, regional influences, and customer habits. Maintained full involvement in design decisions.
• Administered 3rd-party coffee relationships for global F&B; led licensed portfolio of 77 Starbucks locations and Illy Espressamente locations, plus portfolio of 2500 Starbucks We Proudly Serve sites.

Starbucks Coffee Company, Washington, DC

Project Manager II, Construction Store Development

Capital Project Manager, Facilities Capital Manager, Mid-Atlantic Region

District Manager, Northern Virginia

Regional F&B Manager, Led East Coast Regions; Mid-Atlantic, Southeast and Northeast

Progressive promotions was COO position when the company was sold.

Grew company from start-up to the Inc.500 list of fastest growing companies in the US for four consecutive years. We became Starbucks largest international food supplier.

Managed Site selection, hiring, equipment layouts, distribution baking and manufacturing. I managed all us regional sites.