Guest Care Coordinator

Pay or shift range: $25 USD to $30 USD

The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

Tatte began with a simple belief: great food has the power to bring people together. What started in a home kitchen has grown into a collection of bakeries and cafés inspired by Eastern Mediterranean and Levant traditions, where handcrafted food, exceptional coffee, warm hospitality, and beautiful spaces create moments of connection every day.

Our mission is simple: To Inspire, Care For, and Nurture Life. Every Day.

POSITION SUMMARY

The Guest Care Coordinator manages day-to-day guest correspondence across Tatte's digital Guest Care channels. The Coordinator responds thoughtfully and promptly to questions and feedback, resolves straightforward concerns within established guidelines, processes approved refunds or recovery actions, and escalates sensitive matters to the appropriate internal teams. This role helps guests feel heard and cared for while turning recurring feedback into useful insights for the broader business.

KEY RESPONSIBILITIES

1. Guest Care and Communication

• Manage incoming guest correspondence through Tatte's Contact Us channels, including the contact@ email inbox and online survey platform.

• Provide timely, accurate, and empathetic responses that reflect Tatte's approach to hospitality.

• Resolve routine guest concerns and complete approved refunds or recovery actions within established authority levels.

• Adapt tone and response to the nature of the concern while maintaining consistent service standards.

• Maintain dependable coverage during assigned hours, including evenings and weekends.

1. Escalation and Issue Management

• Recognize and promptly escalate food safety, allergen, injury, discrimination, legal, media, privacy, security, or other sensitive concerns using established protocols.

• Provide complete, factual documentation when escalating and remain engaged until ownership is confirmed.

• Follow service-recovery guidelines and approval limits; do not make commitments outside assigned authority.

• Support urgent incident communication and follow-up as requested by the responsible team.

1. Guest Care Operations and Insights

• Maintain accurate records of guest interactions, resolutions, refunds, and escalations.

• Follow Guest Care guidelines while using sound judgment to resolve individual situations.

• Identify recurring guest issues, emerging risks, and café- or channel-level themes and surface them to Guest Care, Digital, and Operations leaders.

• Contribute to response templates, knowledge resources, and workflow improvements.

• Protect guest information and follow applicable privacy and data-handling requirements.

QUALIFICATIONS AND SKILLS

• Strong written communication skills and a warm, thoughtful approach to guest service.

• Excellent attention to detail, organization, and follow-through.

• Sound judgment and the ability to remain calm and solutions-oriented when handling guest concerns.

• Ability to work independently in a remote environment and maintain dependable scheduled coverage.

• Comfort learning and navigating digital systems, case-management workflows, and refund processes.

• Ability to handle confidential or sensitive information appropriately.

• Experience in hospitality, restaurants, retail, customer service, or guest relations is preferred.

• Availability to work the established schedule, including evenings and weekends.

OUR BENEFITS & PERKS

• Competitive Pay: $25-30/hour

• Health, dental, and vision insurance for eligible team members

• 401(k) with company match

• Paid sick time

• 50% meal discount and 2 complimentary beverages per shift

• Free mental health support

• Free Employee Assistance Program (EAP)

• An inclusive community that offers potential for growth

Learn more about us at tattebakery.com

Please note that Tatte is an E-Verify employer.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.