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

Portillo's•Oak Brook, IL

8d•Onsite

About The Position

The Portillo’s Concierge serves as a friendly, knowledgeable point of contact between guests and the brand. The role manages inbound and outbound calls, voicemails, and emails related to catering orders and guest service needs, and makes outbound calls to support follow-ups, sales campaigns, and guest outreach. The team helps drive revenue, build guest relationships, and represent Portillo’s service standards. This seasonal, in-office position is based at the Restaurant Support Center in Oak Brook, Illinois. It requires availability 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 is 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 that requires focus, adaptability, and energy in a fast-paced, team-oriented environment. The role is targeted to begin October 26, 2026, and end January 2, 2027; the end date may change based on business needs. Compensation is $17.00 per hour.

Requirements

High school diploma or equivalent.
Strong relationship-building skills.
Excellent listening, speaking, writing, typing, and data-entry abilities.
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.
Openness to learning, improving, and offering suggestions to enhance team and guest experiences.
Availability to work weekends and holidays except Thanksgiving and Christmas Day.

Nice To Haves

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

Responsibilities

Follow Portillo’s Off-Premises, perks rewards, and Guest Services policies and procedures when assisting guests and team members.
Make every guest interaction welcoming and help guests feel 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 to ensure smooth and efficient interactions.
Respond quickly and accurately to guest inquiries across multiple channels.
Represent Portillo’s warmth, enthusiasm, and hospitality as a brand ambassador.
Call prospective and existing guests to identify upcoming events and offer tailored catering solutions.
Build long-term guest relationships by understanding their needs and delivering personalized service.
Perform other duties as assigned.