Concierge

Franklin Mountain Management LLC•El Paso, TX

76d•Onsite

About The Position

The Kress embodies the culture, spirit, and traditions of downtown El Paso while offering a work environment focused on the overall employee experience. The Concierge serves as a trusted resource for guests, tenants, visitors, and event attendees by providing clear information, thoughtful guidance, and welcoming hospitality throughout Kress Food Market. This role is more than a directory or information desk position. The Concierge should become someone guests and tenants trust to know how the property works, where to go, who to contact, and how to make the most of the Kress experience. The ideal team member is warm, calm, knowledgeable, discreet, resourceful, and comfortable helping people navigate a busy food hall, retail, and event environment with professionalism and confidence.

Requirements

High school diploma or GED preferred
Previous customer service, hospitality, retail, restaurant, hotel, event, tourism, concierge, or guest-services experience preferred
Previous experience working in a food hall, shopping center, restaurant, event venue, hospitality environment, or high-traffic guest-facing setting preferred
Bilingual English/Spanish skills preferred, especially in markets with a significant bilingual guest population
Ability to work weekends, holidays, special events, peak periods, and flexible schedules based on business needs
Excellent verbal communication, active listening, hospitality, and interpersonal skills
Strong memory and ability to learn a large amount of property, tenant, food hall, event, and operational information
Ability to remain calm, courteous, and professional during complaints, crowds, stressful events, and high-volume periods
Ability to provide clear directions, explain information confidently, and communicate with guests, tenants, coworkers, vendors, and management
Comfortable using maps, directories, mobile devices, email, radios, event materials, and basic computer systems as needed
Professional appearance, dependable attendance, sound judgment, discretion, and strong follow-through
Ability to stand, walk, remain visible, accompany guests when appropriate, and move throughout the property for extended periods during assigned shifts

Responsibilities

Welcome guests warmly and create a professional, approachable first impression
Provide accurate information about Kress Food Market, tenants, restaurants, amenities, operating hours, entrances, restrooms, event spaces, parking, and customer-service resources
Guide guests to specific tenants, food vendors, offices, event areas, restrooms, elevators, escalators, parking areas, and other destinations using clear directions and landmarks
Ask clarifying questions when guests are unsure of what they need and offer helpful alternatives when a requested tenant, product, or service is unavailable
Assist with lost-and-found inquiries, general directions, event information, and other basic customer-service requests according to Kress procedures
Maintain strong working knowledge of current tenants, tenant locations, food vendors, services, hours of operation, major promotions, and special offerings
Learn the history, story, development, community role, and unique characteristics of Kress Food Market well enough to answer common visitor questions
Understand food hall options well enough to make appropriate recommendations based on guest needs, preferences, occasion, budget, or time available
Maintain updated maps, directories, event schedules, tenant information, promotional materials, and emergency or contact information
Stay informed of temporary closures, relocations, construction impacts, tenant changes, operating-hour updates, and guest-facing notices communicated by management
Serve as an information point during concerts, holiday programs, promotions, community events, food hall activations, grand openings, and tenant events
Explain event schedules, locations, registration procedures, rules, approved offers, guest flow, and other event-related details clearly and accurately
Direct guests to event entrances, seating areas, activity stations, restrooms, food and beverage locations, parking areas, and other support points
Coordinate event-related information with management, tenants, event organizers, security, maintenance, and other support teams as appropriate
Help manage guest questions during high-volume periods without interfering with security, emergency, or crowd-management procedures
Listen carefully to guest questions, concerns, and frustrations and provide options before issues become complaints
Never guess when information is unknown; verify details through the appropriate Kress, tenant, or management resource before responding
Act as an information bridge between guests, tenants, security, maintenance, management, and event teams when appropriate
Provide discreet and professional assistance to VIPs, families, guests, visitors unfamiliar with the property, and guests who require additional guidance
Escalate complaints, safety concerns, emergency situations, tenant issues, operational problems, or unusual conditions to the appropriate authorized personnel promptly
Maintain a visible, attentive presence in assigned areas while monitoring guest traffic and emerging needs
Use clear directions, landmarks, and simple explanations rather than pointing only; walk or accompany guests when practical and appropriate
Observe and report unusual situations, safety concerns, damaged signage, spills, blocked pathways, or other conditions that could affect the guest experience
Protect confidential tenant, employee, guest, security, and operational information at all times
Work morning, afternoon, evening, weekend, holiday, event, and flexible schedules based on business needs
Perform other related duties as assigned to support Kress Food Market operations and guest experience