Concierge – Catering & Guest Services; Call Center Representative SEASONAL

Job Category: Restaurant Support Center

Schedule: Full time

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. This role requires availability on weekends and holidays (except for Thanksgiving & Christmas Day), with eight-hour shifts scheduled between the hours of 8:00 AM and 8:00 PM. To support a strong start and hands-on training experience, training will be Monday through Friday for the first two weeks from 9:00 a.m. to 5:00 p.m.

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.

This seasonal role is targeted to begin on October 26, 2026 and end on January 2, 2027; however, the end date may adjust based on business needs.

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, 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

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,…