Capriotti’s franchise ownership is often defined by systems, support, and growth, but for some partners, it becomes something much more personal. For Soo Heu, ownership is about showing up every day, leading with intention, and continuing her husband's legacy.
The Decision to Build Something of Their Own
After more than 20 years in the food and beverage industry, Soo and her husband, Chase, had already built successful careers. Soo worked in major hotel restaurants, including Iron Chef Morimoto’s restaurant at MGM in Las Vegas, and later managed concepts under the Aoki group. Along the way, she met her husband, and they worked together in some of the industry’s most demanding environments.
Their careers took them from Las Vegas to Hawaii. But like many experienced operators, they reached a point where they wanted something of their own.
“We started talking about our ultimate goal,” Soo said. “We’ve always wanted to open our own business, and we both thought of Capriotti’s.”
Having spent years in Las Vegas, Soo 17 years and Chase 23, they were already familiar with Capriotti’s and believed in the product and its long-term potential. That decision led them to bring Capriotti’s to Hawaii, where they were awarded an exclusive territory.
Ownership in Action, From Open to Close
Ownership quickly became more than a title. After opening their first location in August 2023, it took off so quickly that both Soo and Chase left their jobs to commit fully. They worked side by side every day, often from open to close.
That level of involvement was intentional. For Soo, ownership meant being present, leading from the front, and setting the tone for everything that followed. It showed up in the way every guest was greeted with a cheerful “Aloha,” and in the way she trained her team to deliver that same energy and consistency every day.
“When I do anything, even when I used to run other people’s businesses, I always take ownership,” Soo said. “And this is what I teach my managers too, to not only have good leadership, but to take ownership. I always tell them to run it like their own.”
It also meant building discipline into the operation. Daily line checks, weekly management meetings, and constant communication became part of the routine. These were not just processes, but habits that reinforced accountability across the team.
Continuing the Business, Continuing the Legacy
Their journey took an unexpected turn only months after opening, when Chase was diagnosed with leukemia. Despite his condition, Chase continued to contribute in every way he could. While Soo continued to lead day-to-day operations, Chase remained involved behind the scenes, managing financials and helping lay the groundwork for their second location.
“Even though we opened the second location after he passed, I will say 80% is from him,” Soo said. “And now I’m here to continue the legacy of his life.”
Capriotti’s also recognized their performance, naming Soo and Chase Franchisees of the Year as well as four additional awards during their regional meetings. Although they were unable to attend the event in person, the news was shared with Chase while he was in the hospital.
“My husband was so happy. His goal had always been to have his own business and to be the number one, so I’m glad he knew he had achieved it before he passed two days later,” Soo shared.
Building Forward
Today, Soo is focused on expanding Capriotti’s presence in Hawaii, with a second location already open and plans for a third in motion. While the first location established a strong reputation, the next phase is about scaling that same level of quality, service, and culture across every store she opens.
“We're really passionate about what we're doing, especially for the Capriotti’s brand,” Soo said. “We really love this brand, and we’re really confident knowing that the quality, the service, and everything is top-notch.”
That belief continues to guide her approach to expansion. “Life is good, life is beautiful,” her husband used to say. For Soo, Capriotti’s has become a way to continue living out that belief by creating something meaningful for her team, her community, and the legacy they built together.
Learn more about Capriotti’s franchise opportunities and what ownership could look like for you.
FAQs About the Capriotti’s Franchise Opportunity
Q: Where did Capriotti’s begin? In 1976, what would become one of the nation’s favorite sandwich shops was born as a family business founded by brother and sister Alan and Lois Margolet in Wilmington, Delaware.
Q: What makes Capriotti’s a strong franchise to invest in? Capriotti’s combines a high-quality product, a proven operational system, and a brand culture centered on community connection and guest loyalty.
Q: Do I need restaurant experience to open a Capriotti’s? Prior restaurant experience is helpful but not required. Capriotti’s provides comprehensive training, real-time operational support, and access to a proven playbook for success.
