Roland Walton,Tim Hortons Inc.

Full name: Roland Walton
Age: 52
Hometown: Belleville, ON
Current position: Chief Operations Officer (Canada), Tim Hortons Inc.
First job: Worked for his dad as a labourer at a chemical plant
Education: Bachelor of Commerce, University of Guelph
Years in the industry: 34

Roland Walton joined Tim Hortons in 1997 and is now responsible for overseeing operations, restaurant development and the growth strategy for Tim Hortons’ 2,840 Canadian locations.  Roland became a CRFA director in 1997.  In this interview, he talks about customer tastes, popular promotions and bringing coffee to Afghanistan.

  1. How did you get your start in foodservice?
    After toying with the idea of becoming a chef, I ended up in the foodservice and hospitality  program at University of Guelph.  My first job after graduating was as a management trainee at Wendy’s.

  2. Tim Hortons has more than 2,800 stores across Canada, and over 400 locations in the United States.  Can you give us a couple of examples of how customer tastes differ across the country, or internationally?
    Even across Canada we see different flavour profiles and sales mix.  For example, in Quebec, we sell beans and toast. 

  3. In 2006, Tim Hortons opened a location at Kandahar Air Field to serve Canadian military staff serving in Afghanistan.  How did that come about?
    We were approached by the Canadian military after the troops said they missed Tim Hortons.  You can imagine what an honour it was to get that call.  We decided, instead of shipping over cases of coffee, why not send an entire store? 

  4. How important is the annual "Roll Up The Rim To Win" promotion to Tim Hortons sales success?
    Roll up the Rim was designed as a way to say “thank you” to our loyal customers and give them something to get excited about.  For the past 22 years, Roll Up has been an important promotion for both Tim Hortons and our customers. 

  5. Rising food and labour costs are a huge issue for restaurant operators.  How is Tim Hortons responding?
    It is important to approach this business the same way in any kind of economic climate.  Place focus on growing sales, eliminating waste and removing costs at all levels.

  6. What advice would you give to someone who's thinking about buying a foodservice franchise?
    Make sure you understand the kind of relationship you will have with your franchisor, and be prepared to work hard.  It’s a 24-7 commitment.

  7. What has been the most difficult challenge of your career?
    When I moved into U.S. operations for Pizza Hut, I was unprepared for the differences in culture and in how things are done within the organization.  It was a steep learning curve for me at that time in my career.

  8. Can you tell us a little bit about the Tim Horton Children's Foundation and the work that it does?
    The Tim Horton Children’s Foundation is an amazing organization that changes kids’ lives.  Through the generosity of our customers and store owners on Camp Day, we are able to send thousands of kids on a camping adventure.  These are kids who would never have the chance to go to camp.  As a former camp kid and counselor I know how this kind of experience can impact a child’s life in a positive way.

  9. How you do you measure business success, professionally and personally?
    Success to me is watching the business grow, being challenged on a daily basis, enjoying what I do and working with great people.  I am also fortunate to have the support of my family and my kids to keep me laughing.

  10. What's your favourite item now on the menu at Tim Hortons?
    Hands down, it’s the Breakfast Sandwich with sausage.

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