Dive Brief:
- Portillo’s has appointed Tony Darden, former COO of Jack in the Box, as its COO. Darden will start with the chain on Dec. 9.
- He has over 30 years of experience with multi-unit restaurant concepts and will oversee operational enhancements as Portillo’s expands nationwide. He succeeds Derrick Pratt, who left the chain June 30 to become CEO at Condado Tacos.
- Portillo’s is employing a four-pronged strategy meant to improve operations, amplify the brand experience, sustain development of high-volume stores and improve employee satisfaction. That strategy is driven by the chain’s same-store sales challenges, as the brand has seen that key metric decline for three consecutive quarters.
Dive Insight:
In his new role, Darden will play a key role in the execution of the chain’s operational strategy, including overseeing guest and employee experience as the chain expands, according to the press release.
Over the past three years as COO at Jack in the Box, Darden directed operations across more than 2,200 locations in 21 states and led various initiatives, including implementing artificial intelligence ordering systems that enhanced efficiency and the guest experience, per the press release. Prior to that role, he was president of Mooyah Burgers and has also been COO at Taco Bueno and Sun Holdings. He also served as vice president of operations at Panera Bread.
“Mr. Darden's commitment to innovation and operational rigor aligns with Portillo's long-term target of operating as many as 920 locations, including full-scale restaurants and alternate formats such as Portillo's Pick-Up locations, while preserving the company's signature commitment to quality and speed of service,” the company said.
Darden’s experience with a drive-thru-centric chain will be particularly helpful as Portillo’s works to improve its own drive-thru times, which have been lagging. The chain is also piloting self-service kiosks.
As part of its current real estate strategy, Portillo’s plans to open its first “Restaurant of the Future,” in Grapevine, Texas this month. The smaller, more efficient design includes kiosks and a grab and go area. This store will be about 5,500 to 6,000 square feet and have a 47-foot production line compared to the brand’s 11,300-square-foot legacy restaurants that have a 107 foot kitchen line.
