Hyatt has laid off 30% of its U.S.-based Global Care Center staff, citing changing guest needs and a shift toward automation. The affected employees, including phone and chat agents, were given severance, though some reported minimal notice and low compensation. Centers in Illinois and Nebraska remain open, and My Hyatt Concierge services for elite members are unaffected. The move reflects a broader industry trend toward tech-driven customer support and cost efficiency.
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HyattMajor Shift in Support Structure
Hyatt Hotels Corporation has laid off approximately 30% of its U.S.-based Global Care Center (GCC) staff—teams responsible for handling guest phone and digital support inquiries. The reduction impacts an estimated 300 employees, including customer service agents, chat representatives, and mid-level managers.
Reason for the Reduction
The company cited “the evolving nature of guest inquiries and shifting business needs” as the primary reason for the restructuring. Hyatt, like many in the hospitality industry, is leaning further into digital automation and streamlined service delivery as guest behaviors and expectations continue to change.
Handling and Severance
Employees were reportedly informed of the layoffs in group meetings, with the company offering severance and continued pay for up to 60 days in most cases. However, some affected workers indicated they received minimal notice and limited compensation, with reports of severance checks as low as $800 in certain cases.
Operational Continuity
Despite the cuts, Hyatt emphasized that its Global Care Centers in Marion, Illinois, and Omaha, Nebraska, remain operational. Additionally, staff in the My Hyatt Concierge team—dedicated to World of Hyatt Globalist members—were not impacted by the layoffs and will continue offering personalized service to the brand’s most loyal customers.
Industry-Wide Context
Hyatt’s restructuring reflects a broader trend in the hospitality industry toward tech-enabled service models and cost containment. Marriott International undertook a similar move last year, laying off hundreds from its corporate offices. Across the sector, automation tools such as AI chatbots are increasingly being used to handle basic guest requests and reduce pressure on human agents.
Employee Reaction
The layoffs triggered criticism from affected employees on social media platforms, with some describing the process as abrupt and poorly handled. Allegations included being let go during large virtual meetings with limited opportunity to ask questions or receive clarity about the transition.
Hyatt’s decision to scale back its support center staff underscores the growing tension between operational efficiency and employee well-being in a changing travel landscape. While the company maintains its commitment to high-touch service for elite members, it is clearly moving toward a more tech-driven customer support framework. This shift is likely to continue as guest preferences and business realities evolve.
Source: Hyatt/ GLO
