Concierge

Job Description

Job Description

Description:

Position Summary:

As a Concierge at Pullman Market, you will serve as the face of hospitality and the most knowledgeable resource in the building across all restaurant concepts, market operations, vendors, and programming. You will play a vital role in delivering a cohesive, confidence-building guest experience—from greeting and orienting guests to providing dining recommendations, connecting guests across concepts, and building lasting relationships.

The Concierge will work closely with marketing, events, and restaurant teams to ensure every visitor receives knowledgeable, personalized, and exceptional service. This role requires a strong understanding of Pullman Market's offerings and the ability to confidently navigate multiple guest needs and departments in a fast-paced environment.

Guest Experience & Floor Presence:

• Guest Greeting & Orientation: Greet and orient guests, anticipate their needs, and provide confident, informed recommendations across all Pullman Market concepts.
• Guest Relationships: Build lasting guest relationships through genuine engagement, table touches, personalized service, and thoughtful follow-up.
• Cross-Concept Connections: Create a seamless guest journey by connecting market shopping with dining reservations, QSR recommendations, bakery pickups, wine pairings, and other Pullman Market offerings.
• Floor Support: Provide strategic floor support during peak periods across coffee, bakery, QSR, grocery, and checkout areas.
• Product & Market Knowledge: Serve as an expert resource on Pullman Market's restaurant concepts, grocery offerings, specialty products, programming, and services. Stay informed on current offerings and food industry trends.

Marketing, Events & Outreach:

• Marketing & Events Support: Serve as an extension of the marketing and events team by promoting Pullman Market programming through direct guest and community engagement.
• Community Outreach: Execute outreach to Pearl District residents, property managers, hotel concierge teams, and other community partners throughout San Antonio.
• Promotional Support: Distribute promotional collateral across concepts and coordinate with Front of House teams during pre-shift meetings.
• Event Execution: Assist with pre-event outreach, day-of wayfinding and guest flow, and informed representation of all Pullman Market programming.
• Vendor Relationships: Support vendor relationship touchpoints and serve as a welcoming first point of contact for vendors visiting Pullman Market.

CRM, Reputation & Guest Recovery:

• CRM Management: Assist in maintaining the OpenTable CRM, including guest preferences, visit history, and service notes.
• Proactive Guest Outreach: Support outreach ahead of events, seasonal changes, and VIP engagements in collaboration with management.
• Guest Reviews: Monitor and respond to guest reviews across Google, Yelp, and OpenTable as needed, and communicate emerging trends to leadership.
• Guest Recovery: Assist with guest recovery by supporting issue resolution, follow-up, and proactive outreach to at-risk guests.
• Communications & Station Operations:
• Internal Communications: Prepare and distribute a weekly internal newsletter covering upcoming programming, celebrations, promotions, and operational updates.
• Communication Hub: Serve as a frontline communication resource, ensuring staff across all concepts are informed of current promotions, events, and important guest information.
• Environment & Atmosphere: Manage music volume in alignment with time of day and observe and report environmental comfort issues to leadership.
• Opening & Closing Procedures: Execute daily opening and closing procedures, including desk setup, systems testing, CRM updates, and next-day preparation.
• Guest Services: Manage lost and found, black car services, coat check, grocery holding, and guest incident coordination.
• Phone Operations: Answer phones according to professional standards and accurately route calls using comprehensive departmental knowledge.
• Leadership Communication: Keep the General Manager and marketing leadership informed of issues, wins, guest feedback, and unusual matters. Take corrective action when appropriate and escalate issues when necessary.

Personal Requirements:

• Be an ambassador for Pullman Market and maintain professionalism both in and outside of work.
• 2+ years of experience in hospitality, front-of-house, concierge, guest services, customer service, or retail preferred.
• Experience in fine dining, luxury hotels, or premium retail is preferred.
• Strong written and verbal communication skills, including professional email, outreach, and phone presence.
• Strong interpersonal and people skills with the ability to communicate clearly with guests, teammates, vendors, hotel concierges, property managers, and community partners.
• Comfort representing Pullman Market to hotel concierges, property managers, vendors, and community partners.
• Technology proficiency, including CRM systems, OpenTable/Resy, POS systems, phones, computers, and email management.
• Ability to coordinate multiple guest interactions and responsibilities simultaneously across departments.
• Strong attention to detail and commitment to maintaining cleanliness, organization, and operational standards.
• Self-discipline and the ability to balance administrative responsibilities with active floor engagement.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Physical stamina to work full shifts on your feet, including evenings, weekends, and holidays.
• Ability to bend, stoop, twist, lift objects up to 45 pounds, and perform repetitive hand and wrist movements.
• Bilingual English/Spanish is strongly preferred.
• ServSafe certification required or able to obtain.
• TABC certification required or able to obtain.

Compensation:

Entry-Level Starting Base Rate: $18/hour

Hourly base wages are determined by tenure and position and may vary based on experience and skill level.

Working Conditions:

• A typical work week for this position is 35–40 hours. Hours vary based on the needs of the market and the department.
• This position requires prolonged standing, bending, stooping, twisting, lifting objects up to 45 pounds, and repetitive hand and wrist movements.
• Exposure to hot, cold, and potentially hazardous equipment is possible.
• Familiarity with office equipment such as phones, computers, fax machines, copiers, and other standard technology may be required. 

Benefits:

• 3 Sick Days annually
• 50% discount at all ERHG/Market Restaurants
• 20% discount on retail
• Employer Contribution to Health Insurance
• 5-Year Retention Bonus of $3,000
• 10-Year Retention Bonus of $10,000

Please note: This job description is intended to provide a brief overview of typical job functions and duties and may not cover all possible responsibilities

Requirements: