Concierge - Catering & Guest Services

Position Summary The Portillo’s Concierge serves as the friendly, knowledgeable voice of Portillo’s, acting as a key connection point between guests and our brand. This role manages inbound calls, voicemails, and emails related to catering orders, nationwide shipping, perk rewards, fundraisers, and guest service needs. It also makes 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. Job Description This hybrid role is based at the Oak Brook, IL Restaurant Support Center and requires on’site attendance at least three days per week, with up to two remote days. Full onsite presence is required Monday through Friday for the first two weeks. The position requires availability on weekends and holidays, with eight‑hour shifts scheduled between 7:00 AM and 8:00 PM. Success in this role requires adaptability, focus, and energy in a fast‐paced, team‐oriented environment. Core Responsibilities Family: Work together to make everyone feel at home and step up when someone needs help. Follow Portillo’s Off-Premises, perks, rewards, fundraisers, 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, connect authentically, and 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 and Skills: 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. Compensation and Benefits Base pay: $17 per hour. The position is also served with discretionary bonus program based on company and individual performance, a monthly technology reimbursement, quarterly Portillo’s gift cards, and a benefits package that includes medical, dental, and vision insurance, paid time off, life insurance, and a 401(k) plan with company match. 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. #J-18808-Ljbffr Portillo's