Hyatt Hotels has reorganized its Americas Global Care Center operations, reducing staff by approximately 30% across its guest services and support teams, the company shared with Hotel Dive Monday.
The shift comes “in response to the evolving nature of guest inquiries and shifting business needs,” a Hyatt spokesperson said. The spokesperson did not confirm the exact number of layoffs to Hotel Dive, but said “decisions and conversations with impacted colleagues were handled with utmost respect and care.”
One impacted employee, who shared information with Hotel Dive anonymously on Monday, described the move as “blindsiding.”
On Tuesday, June 17, the impacted employee said they were laid off in a meeting with roughly 70 other workers.
The meeting detailed that the decision had nothing to do with employee performance but rather cost savings, according to the employee, who was told they would be paid for 60 days and receive a severance package.
While the Hyatt spokesperson did not specify which roles were impacted, they shared that the company’s Global Care Centers continue to operate in Marion, Illinois, and Omaha, Nebraska. The spokesperson also said that My Hyatt Concierge employees, who offer personalized guest service for World of Hyatt loyalty members, were not impacted by the staffing changes.
The layoffs come several months after Hyatt made key executive leadership changes amid a brand-focused reorganization.
Competitor Marriott International laid off more than 800 corporate employees in November as part of a companywide restructuring.
