Skip to content

Search

Latest Stories

Hyatt trims 30 percent of Americas GCC staff

‘Decisions and conversations with impacted colleagues were handled with respect and care’

hyatt layoffs 2025

Hyatt Hotels Corp. recently reorganized its Americas Global Care Center operations, cutting about 30 percent of guest services and support staff, the company told Asian Hospitality in an email.

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.

More for you

President Trump announces 50% tariffs on Indian goods impacting U.S. trade and hospitality costs in 2025
Photo by Debajyoti Chakraborty/Middle East Images via AFP

India protests 50 percent U.S. tariffs

Summary:

  • President Trump has levied a total of 50 percent tariffs on India.
  • Reciprocal tariffs began Aug. 7, with penalties from Aug. 27.
  • New tariffs will hit Indian leather, chemicals, footwear, gems and textiles sectors hard.

U.S. PRESIDENT DONALD Trump’s tariffs against India have reached 50 percent as trade talks faltered. India called the additional tariffs “unfair, unjustified and unreasonable.”

Keep ReadingShow less
Los Angeles tourism wage ordinance faces repeal vote as hospitality industry warns of job losses and business closures

L.A. petition demands vote on wage ordinance

Key Summary
  • More than 140,000 in L.A. urged a June 2026 vote on the wage ordinance to protect jobs.
  • L.A. tourism already pays among the highest wages; the ordinance could cut nearly 15,000 jobs.
  • “Los Angeles residents have spoken—they want a say on this wage ordinance,” said Rosanna Maietta, president and CEO of the American Hotel & Lodging Association.

THE L.A. ALLIANCE for Tourism, Jobs and Progress submitted more than 140,000 signatures opposing the Los Angeles tourism wage ordinance, triggering a June 2026 repeal vote backed by airlines, hotels and concession businesses. Meanwhile, a poll from the Center for Union Facts shows some L.A. voters, including union households, believe the $30 minimum wage for hotel and airport workers will lead to job losses and higher costs.

The wage hike, approved by the L.A. City Council in May, faces a referendum challenge, while UNITE HERE Local 11 fights to defend it. The Alliance, a coalition of local hospitality and tourism groups, is asking officials to ensure a full and timely count of all signatures.

Keep ReadingShow less
ICE Raid Resumes in Hotels & Farms After DHS Reversal
Photo by Mario Tama/Getty Images

Reuters: ICE resumes hotel immigration raids

ICE Reverses Decision to Pause Raids on Key Industries

U.S. IMMIGRATION OFFICIALS have reversed enforcement limits at hotels, farms, restaurants and food processing plants days after issuing them, following conflicting statements by President Donald Trump, according to Reuters. ICE leadership told field office heads on Monday it would withdraw last week's directive that paused raids on those businesses.

ICE officials were told a daily quota of 3,000 arrests—10 times the average last year under former President Joe Biden—would remain in effect, two former officials said in the report. ICE field office heads raised concerns they could not meet the quota without raids at the previously exempted businesses, Reuters reported, citing a source.

However, it was not clear why the directive was reversed.

Keep ReadingShow less
Trump Halts Immigration Raids on Hotel and Service Workers
Photo by Mario Tama/Getty Images.

Reports: Trump halts roundup of hotel workers, others

What the ICE Arrest Freeze Means for the U.S. Hotel Industry?

PRESIDENT TRUMP HAS ordered Immigration and Customs Enforcement to halt arrests of undocumented hotel workers, as well as restaurant and farm workers, various media sources reported Friday. Trump’s order was intended to address industry concerns as nationwide protests against ICE raids continue.

Citing internal emails and other sources, the New York Times reported the new orders to pause raids and arrests in hotels, restaurants and the agricultural industry. A source told CBS News that Trump was not aware of the scale of the agency's operations.

Keep ReadingShow less
BEST's free online anti-trafficking training

BEST launches anti-trafficking training for hotel staff

Why Hotels Are Key in the Fight Against Human Trafficking?

BUSINESS ENDING SLAVERY and Trafficking is offering a free version of its “Inhospitable to Human Trafficking” training for hospitality employees. Any hospitality worker can now access the 30-minute online video through BEST’s website.

The hospitality industry sees frequent human trafficking incidents because traffickers use hotel premises to commit crimes and house victims, BEST said in a statement. The non-profit aims to give more hotel employees the tools to address this crime.

Keep ReadingShow less