Hyatt
has reduced its U.S. customer service workforce by “approximately 30%” across its guest services and support teams, according to a company spokesperson and employee reports on social media.
“We realigned our Global Care Center operations in response to the evolving nature of guest inquiries and shifting business needs,” a Hyatt spokesperson said in a statement. “With this evolution came a reorganization in our Americas GCC operations with a staffing reduction of approximately 30% across our guest services and support teams.”
Dozens of users on
Reddit
discussed the layoffs, with some estimating the cuts at nearly 300 roles, including some remote phone agents and chat support staff.
According to the spokesperson, Hyatt’s global call centers in Marion, Illinois, and Omaha, Nebraska, continue to operate. The two states have not published any WARN notices related to any Hyatt layoffs.
The company’s loyalty program support, social media teams, and concierge services were not affected by the cuts, a spokesperson said.
The company didn’t say if artificial intelligence tools would be used to replace the employees. The Hyatt spokesperson only said the changes were made “to support Hyatt’s continued growth and success in the most effective ways.”
Yet the layoffs come
as the travel industry increasingly turns to AI
to handle routine customer service and back-office tasks with chatbots and other automated tools to reduce operational costs.
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