Concierge

Concierge

Department: Guest Services / Kress Operations
Reports To: Kress Operations Manager
FLSA Status: Non-Exempt
Location: Kress Food Market, Downtown El Paso

Position Summary

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.

Key Responsibilities

Guest Welcome, Information & Daily Assistance
• 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

Tenant, Property & Food Hall Knowledge
• 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

Event, Promotion & Special Program Support
• 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

Problem Solving, Communication & Escalation
• 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

Professional Presence, Safety Awareness & Business Needs
• 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

Qualifications

Education, Experience & Certifications
• 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

Knowledge, Skills & Abilities
• 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

Success Factors
• Provides warm, accurate, and professional assistance to guests, tenants, vendors, and event attendees
• Maintains strong knowledge of Kress Food Market, tenants, food hall options, amenities, events, and guest resources
• Gives clear directions and helpful recommendations based on guest needs, approved promotions, and factual information
• Finds answers quickly, verifies uncertain information, and escalates issues appropriately
• Supports a positive guest experience during normal operations, peak periods, special events, and community programs
• Protects confidential information and handles guest, tenant, and operational matters with discretion
• Takes ownership of the guest experience by turning "I don't know" into "Let me find out for you"

Compliance Statement

This job description is not intended to be all-inclusive. The employee may perform other related duties as required to meet business needs.


Let's bring people back to the heart of El Paso through great food, new friendships, and a strong sense of community.