Concierge-Catering & Guest Services

The Portillo’s Concierge is responsible for answering inbound calls, voicemails, and emails from our guests related to catering orders, shop and ship orders, and guest service requests. They also make outbound calls to guests, past and present, to answer questions, follow-up and sales campaigns. 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.

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

·       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.

·       Actively engage in training sessions to stay up to date with Ensure the acquired knowledge is effectively applied to daily tasks and shared with team members to maintain operational excellence and regulatory adherence

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. Phone calls, including inbound and outbound calls and email communication.

o   Communicating and listening to the questions and requests carefully.

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

·       Look at our current processes and make suggestions for improvements.

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

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.

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

·       Serves as a Brand ambassador for our brand.

·       Conduct outbound calls to current and potential clients to inquire about their upcoming events and offer catering services.

·       Build and maintain relationships with guests by understanding their needs and providing tailored catering solutions to enhance their event experience.

ORGANIZATION RELATIONSHIPS

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.

QUALIFICATIONS

Educational Level/Certifications

·       High school diploma or equivalent.

·       Bilingual – Spanish preferred.

·       Associate’s degree or higher preferred.

Work Experience, Qualifications, Knowledge, Skills, Abilities

·       Build Relationships: Builds constructive working relationships with guests and team members and enhances an engaging work environment.

• Communicate Clearly: has outstanding listening, oral, written communication, typing and data entry skills.
• Create Accountability: Holds themselves accountable to meet aggressive sales goals and challenges.
• Proficient in MS 365 Word, Excel, Outlook, PowerPoint, Teams and clerical processes.
• Exceptional organizational and decision-making skills, especially in stressful or difficult situations.
• Thinks Critically: demonstrates the ability to think strategically, successfully execute tactics and problem solving for guest situations.
• Leads Change: willing to learn, improve, and makes suggestions for improving the guest and Team Member experience.
• Develops People: ability to educate guests and provide feedback to Team Members when appropriate for improvement and encouragement.

·       Understanding of business, hospitality and/or customer service preferred.

• Previous high volume call center experience with customer service focus preferred.

·       Knowledge of call center telephony and technology preferred.

• Experience working at Portillo’s restaurant preferred.
• Multi-unit experience (e.g., restaurant, retail, hospitality) preferred.

What’s in it for you?

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

The 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 and our 401(k) plan with a company match
• Learn more about our benefits here 

Travel Requirement

• Hybrid schedule (work at the office 3 days a week as determined by manager).

Disclaimers

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.