Researchers say hiring people with intellectual disabilities can help hotels address labor shortages.
Job coaches, tailored training, and inclusive communication.
The hotel industry still faces a gap of around 200,000 workers post-pandemic.
HIRING INDIVIDUALS WITH intellectual and developmental disabilities could help the hotel industry address ongoing labor shortages and high turnover, according to new research. Employers must also offer support systems like job coaches, clear communication practices and thoughtfully designed roles.
A new report from Penn State School of Hospitality Management researchers suggests that hiring individuals with intellectual disabilities could help promote workplace diversity, improved loyalty and reduced turnover. Designing roles to include autonomy, social support and meaningful work are factors helping employees succeed.
“Hiring someone with an intellectual disability is a great first step but supporting them well when they are on the team is just as important,” said Phillip Jolly, one of the report’s coauthors. “When organizations put thought into these things, it is not just the employee with a disability who benefits — the whole team gets stronger.”
The research comes at a time when the hotel industry is facing a workforce gap. Although staffing has improved since the pandemic, U.S. hotels remain short by roughly 200,000 workers, according to the American Hotel & Lodging Association. In June, government data showed that U.S. hotels added 700 jobs to their payrolls, but the nationwide workforce shortage continues to make it difficult for hotels to fill open positions, according to AHLA.
External factors like increased deportations have also contributed to labor challenges, industry experts noted at last month’s NYU International Hospitality Investment Forum.
The Penn State report encourages hotel operators to tap into government incentives and intentionally foster workplace inclusion—not only to expand hiring pools but to improve team dynamics and long-term retention.
“Community partners can help provide support to individuals with intellectual disabilities, so they do not have to find jobs alone,” said Michael Tews, another report coauthor. “These community partners can provide job coaches and resources that help individuals in their new jobs. Effective training and development are crucial to ensuring individuals with intellectual disabilities thrive in their roles.”
Job coaches can provide personalized support, the report said, including assisting with on-the-job training and aiding communication between the employee and employer. Creating a supportive workplace also help intellectually disabled employee integrate, the report said, but doing that takes intentional effort.
“While there are training programs and orientation processes that can be developed and are important, the real key is to know the individual and customize a work experience for them to allow them to thrive,” said Mike Schugt, founder of INNclusivity, a not-for-profit organization that connects intellectually disabled individuals with employers. “It is all about being open to hiring individuals with intellectual disabilities. Everyone comes to the table with certain abilities, and hotels can bend further and help this audience receive meaningful employment.”
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.
“The Olympic Wage ordinance threatens the existence of small businesses like ours," said Gregory Plummer, Alliance member and CEO and managing partner of Concord Collective. "This isn't just a challenge for employers—it's a risk to the jobs of the workers this ordinance is meant to help.”
The Los Angeles tourism industry already pays among the highest wages in the country and economic analyses estimate the ordinance could result in nearly 15,000 job losses, the Alliance said in a statement. Combined with reduced travel demand, the ordinance puts the tourism sector at risk.
Mark Beccaria, partner at Hotel Angeleno in West Los Angeles, said hotels support both tourism and local workers and their families.
“These new regulations will force many of us to fight to keep our businesses alive, putting thousands of jobs and livelihoods in jeopardy,” he said. “My hotel is a family-owned business. We have been an economic driver for the community. Our hope is to keep our doors open and survive this challenge for the next generation.”
Los Angeles residents want a chance to weigh in on the wage ordinance, said Rosanna Maietta, president and CEO of the American Hotel & Lodging Association.
“The travel and hospitality industry in Los Angeles is still recovering after being decimated by challenges and emergencies,” Maietta said. “We call on the county to respect the democratic process and swiftly and transparently count our signatures and certify the referendum.”
Poll: Job losses loom
A poll by the Center for Union Facts, conducted June 17 to 22 among 507 registered voters in Los Angeles County, found that 54 percent believe the $30 minimum wage will lead to job losses in the hotel industry, including 55 percent of voters in union households. In total, 91 percent said the increase would raise lodging costs for consumers. Respondents also said the policy could affect the city's ability to attract tourism during the 2028 Olympic and Paralympic Games.
“Despite repeated efforts, the city ignored the voices of small businesses who shared, again and again, their struggles to survive in a post-pandemic economy,” said Maria Salinas, president and CEO of the Los Angeles Chamber of Commerce. “I join small businesses united in protecting jobs and the tourism economy that supports more than half a million jobs throughout the city.”
Alec Mesropian, advocacy manager for BizFed, said thousands of Angelenos have warned the wage hike will force small businesses to close, cost up to 15,000 jobs and cut $169 million in tax revenue—yet those concerns have been ignored.
“We’re not against fair pay, but pushing a nearly 60 percent increase without a sustainable plan puts livelihoods, businesses and L.A.’s tourism economy at risk,” he said. “That’s why we’re standing up for workers, employers and the guests who depend on a stable tourism industry.”
“Angelenos deserve a say on policies that could jeopardize jobs, the economy and the city’s ability to deliver services,” said Nella McOsker, president and CEO of the Central City Association. “Amid a budget crisis and declining hotel and sales tax collections, now is not the time to weaken revenue sources or an industry that employs tens of thousands.”
“The tourism wage is economic self-destruction—closing businesses, killing 15,000 jobs and cutting $169 million in tax revenue at a time when the city is struggling to keep streetlights on,” said Stuart Waldman, president of the Valley Industry & Commerce Association. “If the city wants to cause a financial meltdown, the least it can do is let taxpayers vote.”
In May, the L.A. City Council approved a wage ordinance requiring hotels with more than 60 rooms and LAX businesses to pay $30 an hour by 2028, despite concerns over declining international travel. AHLA urged the council to veto the measure, warning it could affect the city’s tourism.
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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.
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.
Some ICE officials left the call uncertain, and it appeared they would still need to proceed cautiously with raids at the previously exempted businesses, the former officials said.
U.S. Department of Homeland Security spokesperson Tricia McLaughlin said ICE would continue making arrests at worksites but did not respond to questions about the new guidance. "There will be no safe spaces for industries who harbor violent criminals or purposely try to undermine ICE’s efforts," she said in a statement Tuesday.
Trump took office in January aiming to deport large numbers of immigrants in the U.S. illegally. ICE doubled the pace of arrests under Trump compared with last year but remains below the level needed to deport millions.
Top White House aide Stephen Miller ordered ICE in late May to increase arrests to 3,000 per day, leading to raids that targeted some businesses.
Trump said in a Truth Social post on Thursday that farms and hotel businesses had been affected by the increased enforcement but also claimed, without evidence, that criminals were trying to fill those jobs. ICE issued guidance that day pausing most immigration enforcement at agricultural, hospitality and food processing businesses.
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.
"Once it hit him, he pulled it back," the source said.
Department of Homeland Security spokeswoman Tricia McLaughlin said other immigration enforcement operations would continue, CBS reported.
"We will follow the President's direction and continue to work to get the worst of the worst criminal illegal aliens off of America's streets," she said.
However, the Washington Post reported that officials it spoke with said there has been no official change in enforcement policy. No new order was available on the White House press office website as of Sunday morning.
Trump acknowledged the impact of his immigration policies on some sectors and said he would issue an order "soon," without giving details, according to the Post.
"Our farmers are being hurt badly and we're going to have to do something about that... We're going to have an order on that pretty soon," Trump said at the White House.
He added that it would also cover the hotel sector, which includes the Trump Organization, his private business now run by his adult sons.
"Our great farmers and people in the hotel and leisure business have been stating that our very aggressive policy on immigration is taking very good, long time workers away from them, with those jobs being almost impossible to replace," he wrote on his social media platform before his Thursday remarks. "Changes are coming!"
In April, Trump presented a plan to his cabinet allowing undocumented hotel and farm workers to leave the U.S. and return legally if backed by their employers.
Earlier in the day, protesters in Los Angeles and other cities are marching against Trump’s policies, according to the Los Angeles Times. “No Kings” protests against Trump’s executive actions are planned across Southern California and the country after a week that included National Guard and Marine deployments to L.A. in response to unrest over federal immigration enforcement.
Videos showing ICE agents chasing people in L.A. streets and parking lots have triggered backlash from local officials, sparked protests and led to hundreds of arrests.
In Washington, D.C., Trump attended the U.S. Army’s 250th anniversary parade, which will include military equipment and troops. Saturday is also his 79th birthday.
Editor's note: This story has been updated from a previous version.
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.
“Inhospitable to Human Trafficking is designed to equip hotel staff in various roles to recognize indicators of human trafficking and take effective action,” said Kirsten Foot, BEST’s CEO and executive director. “People who take this training are better able to assist victims while protecting themselves, their guests, colleagues, and hotel."
Sex trafficking is not the only form of trafficking that occurs in hotels, BEST said. Controllers of people forced to work in other industries also use hotels. For example, traffickers running sales or construction crews may house workers in hotels and abandon them if they fail to meet a quota. Labor trafficking victims are often financially controlled and made to work for little or no pay.
Labor and sex trafficking victims have reported staying at hotels during exploitation and not being acknowledged or assisted by staff, the statement said. It is important that staff understand both forms of trafficking to recognize the specific indicators of each. Training hotel employees to identify and respond to signs of trafficking can help prevent such situations.
Hospitality staff can register and complete the English- or Spanish-language course at their own pace.
The AHLA Foundation’s No Room for Trafficking initiative has delivered more than 2 million anti-trafficking training sessions to hotel employees nationwide and contributed more than $2.2 million to support survivors, according to its website.
In November, the American Hotel & Lodging Association and its technology committee, Hospitality Technology Next Generation, released an updated Staff Alert Device Buyer’s Guide to help hoteliers choose personal safety devices.