Concierge-Catering & Guest Services | Portillo's

Concierge-Catering & Guest Services

Job Category: Restaurant Support Center
Schedule: Full Time

Job Details

The Portillo’s Concierge is responsible for answering calls and emails from our guest related to catering orders, shop and ship orders, and guest service requests. Portillo’s Concierge acts as the voice of Portillo’s and is an extension of our restaurant(s). Portillo’s looks for creative, innovative and results oriented individuals who thrive in a fast-paced environment. Strong communication skills, both written and oral, are paramount for the position.


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

·       Following Portillo’s Off-Premises and Guest Services policies and procedures while assisting guests and team members.

·       Helps guests feel like family insuring confidence in Portillo’s.

·       Embraces training of new product offerings, process changes, and compliance related topics.


Greatness: We’re obsessed with being the best and work hard to continuously improve. Our greatness is rooted in Quality, Service, Attitude and Cleanliness

·       Takes initiative to help guests and team members in the day to day

·       Looks at our current processes and makes suggestions for improvements.

·       Increases revenue by meeting catering call and guest services goals.

·       Communicating and listening to the questions and requests carefully.

·       Asking appropriate follow up questions regarding the event and connecting with the guest.


Energy: We move with urgency and passion, while maintaining attention to detail

·       Subtly takes control of the call, following the call flow and guiding the guest through the process.

·       Quickly and accurately responds to email, Salesforce and voicemail inquiries.

·       Add value and participation in Portillo’s sponsored functions and meetings.

Fun: We entertain our guests, we connect authentically, and we make each other smile

·       Serves as a Brand ambassador for our brand.

·       Attends company sponsored meetings and events throughout the year.



This position reports to the Call Center Manager. The Portillo’s Concierge interacts with the guests, Off-Premise and Guest Services teams, as well as Operations, Marketing, and Information Technology.








Minimum Educational Level/Certifications

·       High school diploma or equivalent

·       Understanding of business, hospitality and/or customer service

Minimum Work Experience, Qualifications, Knowledge, Skills, Abilities

  • Previous high volume call center experience with customer service focus.
  • Outstanding listening, oral, written communication, typing and data entry skills.
  • Must be proficient in MS Word, Excel, Outlook, administration, and clerical processes.
  • Exceptional organization skills, and decision-making skills, especially under stressful or difficult situations
  • Demonstrated ability to think strategically, successfully execute tactics and problem solve.
  • Proven self-starter who sets aggressive sales goals and consistently meets the challenge
  • Consistency in completing repetitive tasks
  • Strong resiliency, stress tolerance, adaptability, and willingness to learn and improve.


Travel Requirement

  • Occasional travel may be required 5%.




Knowledge, Skills & Abilities

·       Salesforce

·       Bilingual – Spanish

·       Knowledge of call center telephony and technology

·       Training facilitation

·       Small/Medium group presentation skills

Educational Level/Certifications

·       High School Diploma, Associates Degree, hospitality, or equivalent preferred.

Work Experience and Qualification

  • Experience with any of the following platforms are a bonus: Olo Switchboard, SMG, and Salesforce Service Cloud.
  • Experience working at a Portillo's restaurant is a bonus.
  • Multi-unit experience (e.g., restaurant, retail, hospitality)
  • Multi-state employer experience.



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.