Portillo’s Inc., a Chicago-based restaurant chain, is making changes to its future restaurants to improve efficiency and customer experience. The company plans to reduce the size of its restaurants and utilize technology to speed up drive-thru service.
Michael Osanloo, Portillo’s CEO, explained that the company is focusing on reducing drive-thru times by implementing A.I.-powered drive-thru cameras and deploying kiosks in restaurant lobbies.
In addition to these changes, Portillo’s opened two new compact “Restaurant of the Future” format locations in 2024, with plans to open 12 more in 2025. The company is also exploring new restaurant formats, such as an even smaller version of the “Restaurant of the Future” and locations in airports and walk-up settings.
Portillo’s is also testing a streamlined menu in Houston, which has been successful in reducing complexity in the kitchen and streamlining supply chain costs.
The company is also launching a wallet-based loyalty program to enhance customer engagement without the need for a smartphone app.
For the fourth quarter of 2025, Portillo’s reported a net income of $12.4 million and a drop in revenue to $184.6 million, with same-store sales increasing by 0.4%.
Overall, the changes being implemented by Portillo’s aim to improve operational efficiency, reduce costs, and enhance the customer experience in both existing and new markets.
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