News
08
www.asianhospitality.com
July 2025 | Issue 238
yatt Hotels Corp. recently
reorganized its Americas Global
Care Center operations, cutting
about 30 percent of staff across guest
services and support teams, the company
said in a statement. It did not disclose the
total number of employees affected or any
plans for additional reductions.
View From The Wing, a travel blog run by
Gary Leff, earlier reported that about 300
U.S.-based employees were let go as some
operations shifted to El Salvador, where
outsourced agents reportedly earn about
$400 a month.
A Hyatt spokesperson confirmed the
layoffs but did not comment further
on whether severance, job placement
assistance or benefits continuation were
offered.
“Decisions and conversations with
impacted colleagues were handled with
respect and care,” a spokesperson said.
Hyatt dismissed 18 managers and most
of the U.S. chat team, leaving about 36 chat
agents, View From The Wing reported.
Employees were given 24 hours’ notice.
All remaining U.S.-based agents now work
remotely, as physical call centers have
closed.
Former Hyatt employees shared layoff
experiences on Reddit, TikTok, and Leff’s
blog.
“No more U.S. phone agents,” a person
claiming to be a laid-off employee wrote
on Reddit. “So today, Hyatt finished what
they started six months ago and terminated
the rest of their U.S. call team. Enjoy the
customer service, y’all!”
Another Reddit user said they were laid
off over Zoom. On TikTok, a former Hyatt
employee posted a video on June 18 showing
themselves being laid off, including a
recording of an alleged group video call.
“We have made the very difficult decision
to reduce the number of guest services and
support [staff],” a voice is heard saying in the
video, according to the UK’s Daily Mail.
A commenter on View From The Wing
identifying as a former staffer said they
received 60 days of paid leave after the layoff.
The Hyatt spokesperson reiterated that
the changes reflect “the evolving nature
of guest inquiries and shifting business
needs.” The spokesperson said global care
centers in Marion, Illinois, and Omaha,
Nebraska, continue to operate, including
Loyalty, Social, Customer Care, and Chat
teams, as well as My Hyatt Concierge
contacts, who were not affected by the
staffing changes.
“We remain committed to delivering
elevated levels of care to all of our guests
and World of Hyatt members,” the
spokesperson said.
In November, Marriott International
reportedly laid off more than 800 corporate
employees in a move estimated to save $80
million to $90 million annually. Marriott
CEO Anthony Capuano told CNBC it was
not a “traditional cost-cutting measure” but
aimed to shift decision-making from the
U.S. to other regions.
As of March 2025, Hyatt Hotels Corp.,
founded in 1957 by the Pritzker family
and led by president and CEO Mark
Hoplamazian, operated more than 1,450
hotels and all-inclusive properties in 79
countries across six continents. At the end
of 2024, it had a record pipeline of about
138,000 rooms.
The company recently added the
Unscripted brand, part of Dream Hotel
Group, to its Essentials portfolio. Rebranded
as Unscripted by Hyatt, it targets growth
through adaptive reuse and conversion-
friendly projects, filling a gap in Hyatt’s
offerings.
More than 40 hotels globally are in
discussions to join the brand, which offers
independent properties and small portfolios
an operating model with minimal oversight
and flexible brand standards, Hyatt said in
a statement. In 2022, Hyatt acquired Dream
Hotel Group’s lifestyle brands—Dream
Hotels, The Chatwal Hotels, and Unscripted
Hotels—for about $300 million.
“The Unscripted by Hyatt brand gives
owners a flexible path to join the Hyatt
system while still delivering the dependable
experience guests expect from Hyatt,” said
Dan Hansen, Hyatt’s head of development
for the Americas.
Hyatt trims 30 percent
of Americas GCC staff
‘Decisions and conversations with impacted colleagues were handled with
respect and care’
Hyatt Hotels Corp. recently reorganized its Americas Global Care Center operations, cutting about
30 percent of guest services and support staff, a company spokesperson said in an email.