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How Portillo’s became an off-premises leader on-par with much bigger brandsHow Portillo’s became an off-premises leader on-par with much bigger brands

CFO Michelle Hook said the fast-casual chain had doubled down on drive-thru and delivery capabilities more so than other brands its size over the past year

Joanna Fantozzi, Senior Editor

November 2, 2021

Portillo’s Hot Dogs LLC announced in July 2020 that the Chicago-based 62+-unit fast-casual chain would be creating its own delivery team for larger catering-sized orders, to complement existing relationships with DoorDash and Uber Eats. In the age of third-party delivery, investing in self-delivery is increasingly rare.

The following year, in July 2021, Portillo’s announced a new pick-up only store format with three drive-thru lanes—an off-premises focused design on-par with much larger brands.

Over the past year, Portillo’s grew its portfolio by more than 10% despite seeing a slight downturn in sales due to the pandemic. So how does a regional brand become such an off-premises technology powerhouse?

“Everyone is talking about digital this and digital that, but the people that are talking about that don’t have the drive-thru capabilities that Portillo’s has,” Michelle Hook, chief financial officer for Portillo’s said. “I do think that that multi-channel approach, particularly within fast casual, is definitely a differentiator for Portillo's.”

Pre-pandemic, Portillo’s already had double drive-thru lanes and delivery capabilities so over the past 18 months, the company just had to make some smaller shifts toward digital, rather than completely pivot.

“We're right up there with any QSR fast-casual brand in terms of our online ordering capabilities and our digital experience,” Hook said. “We'll continue again to look at ways to enhance that, but it's very robust today. […] We want to be wherever the guest is.”

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About the Author

Joanna Fantozzi

Joanna Fantozzi

Senior Editor

Joanna Fantozzi is a Senior Editor for Nation’s Restaurant News and Restaurant Hospitality. She has more than seven years of experience writing about the restaurant and hospitality industry. Her editorial coverage ranges from profiles of independent restaurants around the country to breaking news and insights into some of the biggest brands in food and beverage, including Starbucks, Domino’s, and Papa John’s.

Joanna holds a bachelor’s degree in English literature and creative writing from The College of New Jersey and a master’s degree in arts and culture journalism from the Craig Newmark Graduate School of Journalism at CUNY. Prior to joining Informa’s Restaurants and Food Group in 2018, she was a freelance food, culture, and lifestyle writer, and has previously held editorial positions at Insider (formerly known as Business Insider) and The Daily Meal. Joanna’s work can also be found in The New York Times, Forbes, Vice, The New York Daily News, and Parents Magazine.

Her areas of expertise include restaurant industry news, restaurant operator solutions and innovations, and political/cultural issues.

Joanna Fantozzi has been a moderator and event facilitator at both Informa’s MUFSO and Restaurants Rise industry events.

Joanna Fantozzi’s experience:

Senior Editor, Informa Restaurant & Food Group (August 2021-present)

Associate Editor, Informa Restaurant & Food Group (July 2019-August 2021)

Assistant Editor, Informa Restaurant & Food Group (Oct. 2018-July 2019)

Freelance Food & Lifestyle Reporter (Feb. 2018-Oct. 2018)

Food & Lifestyle Reporter, Insider (June 2017-Feb. 2018)

News Editor, The Daily Meal (Jan. 2014- June 2017)

Staff Reporter, Straus News (Jan. 2013-Dec. 2013)

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