Summary
- Hyatt cut about 30 percent of guest services and support staff in a recent overhaul.
- A spokesperson said the changes reflect “the evolving nature of guest inquiries and shifting business needs.”
- Care centers in Marion and Omaha remain operational, including Loyalty, Social, Customer Care, Chat and My Hyatt Concierge teams.
HYATT 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.
Hyatt did not comment further on the layoffs or 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.
In June, Hoplamazian received the Cornell Hospitality Icon of the Industry Award for his 18 years of leadership. The company also announced it is renewing its RiseHY commitment to hire 5,000 additional opportunity youth by the end of 2028.
