Job Description:

POSITION SUMMARY: 

The Portillo’s Concierge serves as the friendly, knowledgeable voice of Portillo’s, acting as a key connection point between our guests and our brand.  This role is responsible for managing inbound calls, voicemails, and emails related to catering orders, nationwide shipping , perk rewards, fundraisers, and guest service needs.  Additionally, the position involves making outbound calls to support follow-ups, sales campaigns, and guest outreach.  The Concierge team plays a critical role in driving revenue, deepening guest relationships, and representing the high standards that make Portillo’s a beloved, nationwide brand.  We are looking for creative, results-driven individuals who thrive in a fast-paced environment and bring exceptional written and verbal communication skills to the table.

The Portillo’s Concierge is a hybrid role based at our Oak Brook, IL Restaurant Support Center.  Team Members are expected to work onsite at least four days per week, with the flexibility to work remotely up to one day.  To support a strong start and hands-on training experience, full onsite presence is required Monday through Friday for the first two weeks. 

This role requires availability on weekends and holidays, with eight-hour shifts scheduled between the hours of 7:00 AM and 8:00 PM.  The Concierge team works in a collaborative, open-concept workspace, and success in this role requires the ability to stay focused, adaptable, and energized in a fast-paced, team-oriented environment. 

CORE RESPONSIBILITIES:

Enable our Purpose to create lifelong memories by igniting the senses with unrivaled food and experiences:

Family: Work together to make everyone feel at home, and we step up when someone needs help

• Follow Portillo’s Off-Premises, perks rewards, fundraisers needs and Guest Services policies and procedures to assist guests and team members
• Ensure every interaction with guests makes them feel welcomed and confident in their Portillo’s experience
• Actively engage in training to stay up to date on Portillo’s offerings
• Share acquired knowledge with team members to support operational excellence and compliance

Greatness: We’re obsessed with being the best and work hard to continuously improve.  Our greatness is rooted in Quality, Service, Attitude and Cleanliness

• Take the initiative to assist guests through inbound and outbound calls, emails, and voicemails
• Listen carefully, ask the right follow-up questions, and ensure guest needs are fully understood
• Identify process improvements and share recommendations to enhance the guest and team experience
• Contribute to revenue growth by meeting or exceeding catering call and guest service goals

Energy: We move with urgency and passion, while maintaining attention to detail

• Confidently guide guests through the call flow, ensuring smooth, efficient interactions
• Respond quickly and accurately to guest inquiries across multiple channels, including Salesforce

Fun:  We entertain our guests, we connect authentically, and we make each other smile

• Serve as a brand ambassador, consistently reflecting Portillo’s warmth, enthusiasm, and hospitality
• Conduct outbound calls to prospective and existing guests, identifying upcoming events and offering tailored catering solutions
• Build long-term guest relationships by understanding their needs and delivering personalized, memorable service
• Other duties as assigned

ORGANIZATION RELATIONSHIPS:

This position reports to the Catering & Guest Services Call Center Manager and works closely with guests, Off-Premises  and Guest Services teams, as well as partners in Operations, Marketing, and Information Technology.

QUALIFICATIONS:

Educational Level/Certifications

• High school diploma or equivalent required
• Associate’s degree or higher preferred
• Bilingual (Spanish) strongly preferred

Work Experience, Qualifications, Knowledge, Skills, Abilities

• Prior experience in a high-volume call center environment strongly preferred
• Previous Portillo’s restaurant experience or multi-unit operations (restaurant, retail, or hospitality) preferred
• Strong relationship-building skills
• Excellent communication abilities, including listening, speaking, writing, typing, and data entry
• Demonstrated accountability in meeting sales goals and performance targets
• Proficiency with MS 365 tools (Word, Excel, Outlook, PowerPoint, Teams) and general clerical processes
• Strong organizational and decision-making skills, especially under pressure
• Strategic thinker with the ability to solve guest issues effectively
• Growth mindset: open to learning, improving, and offering suggestions to enhance team and guest experiences
• Ability to educate guests and provide constructive feedback to peers when appropriate
• Background in business, hospitality, or customer service preferred

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job.  This is not intended to be an exhaustive list of all the responsibilities, duties and skills required.  The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.