Concierge - Catering & Guest Services

Portillo's•Oak Brook, IL

1d•$17•Hybrid

About The Position

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 three days per week, with the flexibility to work remotely up to two days. 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.

Requirements

High school diploma or equivalent required
Prior experience in a high-volume call center environment strongly 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

Nice To Haves

Associate’s degree or higher preferred
Bilingual (Spanish) strongly preferred
Previous Portillo’s restaurant experience or multi-unit operations (restaurant, retail, or hospitality) preferred
Background in business, hospitality, or customer service preferred

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