Although facilities management often gets pigeonholed, the all-encompassing job goes well beyond maintenance. As Keri Steers, a regional facilities manager at Dutch Bros Coffee, explains, “Facilities management isn’t just about fixing things; it’s about supporting people, protecting a brand, and driving efficiency.”
Steers has worked in the FM industry for nearly a decade and joined Dutch Bros Coffee, a drive-thru coffee company with over a thousand locations across the U.S., in late 2022. In her current role, she oversees roughly 100+ shops in the Southwest region, supporting everything from day-to-day maintenance to long-term asset planning. Her responsibilities include vendor management, preventive maintenance programs, equipment reliability, emergency repairs, and capital improvements, among other tasks. To help ensure a smooth experience for employees and customers, she partners closely with operations, construction, and property management teams.
Notably, Steers also holds the Certified Restaurant Facility Professional (CRFP) credential, is an active member of the Restaurant Facility Management Association (RFMA), and enjoys mentoring other FMs entering the field.
To learn more about Steers and her take on industry issues, please read the “Faces of Facilities” interview below:
How did you get your start in the field?
I started with Boyer Hill Military Housing, and honestly, facilities management found me more than I found it. I wasn’t necessarily the “go-to” person at first, but I discovered how much I enjoyed helping people and keeping things running smoothly. I always remained curious and open to learning. Over time, that passion grew into a career I truly love, and it’s taken me from supporting residents at a single site to overseeing facilities across a larger region.
Who has been your biggest influence in the industry, and why?
I’ve been fortunate to work with great leaders and peers who gave me opportunities to grow and trusted me to take on new challenges. The people who’ve influenced me most are those who shared their knowledge generously, pushed me to keep learning, and showed me the value of strong relationships and clear communication in facilities management.
What’s your best mistake, and what did you learn from it?
Early in my career, I tried to handle every issue myself without asking for help from vendor partners or my network. It taught me the power of collaboration and clear communication.
What are some of the biggest facilities management issues at your organization?
Balancing speed, cost, and quality is always a challenge. We move quickly, but we also want the right long-term solutions, not just quick fixes. Another unique factor is the geographic spread and rapid growth of our shops. Keeping consistency across a wide footprint is both challenging and rewarding.
What’s your favorite part about working in the industry?
The variety. No two days are the same. One day it’s HVAC troubleshooting, the next it’s supporting a new build or mentoring a vendor. I love solving problems and making life easier for the teams running our shops.
What changes would you like to see in the FM industry?
I’d love to see more technology adoption and data-driven decision-making. Platforms like computerized maintenance management systems (CMMS) have improved so much, and when everyone embraces them, it’s a game-changer.
How can company leaders make facilities management a value within their organization?
Listen to your facilities team and bring them into business strategy early. When leaders see FM as a cost center, they miss opportunities for savings, safety, and brand protection.
Where do you see the industry heading in five years? Are you noticing any major trends?
I see FM becoming more strategic and tech-enabled—with predictive maintenance, smarter vendor partnerships, and sustainability goals driving decisions. It’s shifting from “fix what’s broken” to “plan to prevent issues before they happen.”
What are you most proud of?
Building strong vendor networks and maintenance programs that support rapid growth while keeping shops safe and welcoming. Also, helping other women step confidently into facilities management roles makes me proud.
Do you have any advice for people entering the profession?
Be curious, build relationships, and don’t be afraid to speak up. Facilities management can seem intimidating at first, but the best people in this field are problem-solvers who learn on the fly. This is a career that’s both challenging and rewarding, and there’s always room to grow.
Are you or a colleague an FM professional interested in being profiled for the “Faces of Facilities” series? Please contact Editor Joe Bebon at JBebon@BLR.com.