Concierge-Catering & Guest Services

Portillo's Inc.; Oak Brook (IL); Hybrid; USD 19,000 - 28,000; Full time

Benefits offered by this job

Discretionary bonus

Tech reimbursement

Gift cards

Benefits package

Job summary

Portillo’s Concierge in Oak Brook, IL combines hospitality with a fast-paced support role. You will manage inbound calls, emails, and orders, while also making outbound outreach to boost catering and guest engagement.

This hybrid position requires four on-site days per week with one remote day, weekend and holiday availability, and full onboarding training. A high school diploma is required; bilingual Spanish is a strong plus, and MS 365 proficiency is expected.

Qualifications

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

Responsibilities

• Manage inbound calls, voicemails, and emails related to catering orders, nationwide shipping, perks rewards, fundraisers, and guest services.
• Make outbound calls for follow-ups, sales campaigns, and guest outreach.
• Guide guests through call flow with accuracy and responsiveness.
• Identify process improvements and contribute to revenue growth.

Skills

Call center

Relationship building

Communication

Sales targets

MS 365

Organizational skills

Decision making

Growth mindset

Guest education

Hospitality background

Education

High school diploma

Associate degree or higher

Bilingual Spanish

Tools

MS 365

Job description

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

Hot dog! The pay for this role is $17.00 per hour .

This position is also served with:

• Participation in a discretionary bonus program based on company and individual performance, among other ingredients
• A monthly technology reimbursement
• Quarterly Portillo’s gift cards
• A bun-believable benefits package that includes medical, dental, and vision insurance along with paid time off , life insurance, and our 401(k) plan with a 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.