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

About the role

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 & outbound calls, voicemails, and emails related to catering orders 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.

This position is an in-office role at our Restaurant Support Center in Oak Brook, IL. The role 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.

Responsibilities

Family: Work together to make everyone feel at home, and we step up when someone needs help

• Follow Portillo’s Off-Premises, perks rewards, 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
• 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 guests' needs are fully understood
• 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

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

Qualifications

Education & Certifications

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

Experience, 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
• Background in business, hospitality, or customer service preferred

Pay

$17.00 per hour

Schedule

• In-office role at Restaurant Support Center in Oak Brook, IL
• Availability required on weekends and holidays (except Thanksgiving & Christmas Day)
• Eight-hour shifts scheduled between 8:00 AM and 8:00 PM
• Training: Monday through Friday for the first two weeks, 9:00 AM to 5:00 PM
• Seasonal role targeted to begin October 26, 2026 and end January 2, 2027 (end date may adjust based on business needs)
• Collaborative, open-concept workspace; requires ability to stay focused, adaptable, and energized in a fast-paced, team-oriented environment