Concierge – Catering & Guest Services (Call Center Representative) - SEASONAL

Portillo’s•Oak Brook, IL

7d•Onsite

About The Position

The Portillo’s Concierge serves as a friendly, knowledgeable point of connection between guests and the brand. The role manages inbound and outbound calls, voicemails, and emails related to catering orders and guest-service needs, while also supporting follow-ups, sales campaigns, and guest outreach. The team helps drive revenue, strengthen guest relationships, and represent Portillo’s hospitality and service standards. This is an in-office position at the Restaurant Support Center in Oak Brook, Illinois. The role is seasonal, targeted to begin October 26, 2026, and end January 2, 2027; the end date may change based on business needs. Employees must be available on weekends and holidays except Thanksgiving and Christmas Day. Eight-hour shifts are scheduled between 8:00 a.m. and 8:00 p.m. Training takes place Monday through Friday, 9:00 a.m. to 5:00 p.m., for the first two weeks. The team works in a collaborative, open-concept workspace and requires focus, adaptability, and energy in a fast-paced, team-oriented environment. The position reports to the Catering & Guest Services Call Center Manager and works closely with guests and the Off-Premises and Guest Services teams, as well as Operations, Marketing, and Information Technology partners.

Requirements

High school diploma or equivalent required.
Strong relationship-building skills.
Strong communication abilities, including listening, speaking, writing, typing, and data entry.
Demonstrated accountability in meeting sales goals and performance targets.
Proficiency with MS 365 tools, including Word, Excel, Outlook, PowerPoint, and Teams, and general clerical processes.
Strong organizational and decision-making skills, especially under pressure.
Ability to solve guest issues effectively and think strategically.
Growth mindset, with openness to learning, improving, and suggesting ways to enhance team and guest experiences.
Availability to work weekends and holidays except Thanksgiving and Christmas Day, with eight-hour shifts scheduled between 8:00 a.m. and 8:00 p.m.
Ability to complete two weeks of weekday training, Monday through Friday, from 9:00 a.m. to 5:00 p.m.

Nice To Haves

Associate’s degree or higher preferred.
Bilingual in Spanish strongly preferred.
Prior experience in a high-volume call center environment strongly preferred.
Previous Portillo’s restaurant experience or experience in multi-unit operations, restaurant, retail, or hospitality preferred.
Background in business, hospitality, or customer service preferred.

Responsibilities

Follow Portillo’s Off-Premises, perks rewards, and Guest Services policies and procedures when assisting guests and team members.
Ensure guest interactions make people feel welcome and confident in their Portillo’s experience.
Share acquired knowledge with team members to support operational excellence and compliance.
Assist guests through inbound and outbound calls, emails, and voicemails.
Listen carefully, ask appropriate follow-up questions, and ensure guest needs are understood.
Contribute to revenue growth by meeting or exceeding catering call and guest-service goals.
Guide guests through the call flow and respond quickly and accurately to inquiries across multiple channels.
Conduct outbound calls to prospective and existing guests, identify upcoming events, and offer tailored catering solutions.
Build long-term guest relationships by understanding their needs and delivering personalized service.
Represent Portillo’s as a brand ambassador, reflecting its warmth, enthusiasm, and hospitality.
Perform other duties as assigned.