Hyatt Cuts US Call Center Jobs as Hotel Joins NYC Casino Bid
Posted on: June 25, 2025, 08:45h.
Last updated on: June 25, 2025, 10:12h.
- Hyatt has reduced its US-based call center staff
- Hyatt recently joined a casino bid in New York City
- Hyatt is among the world’s largest hotel operators
Hyatt Hotels is laying off most of its Americas Global Care Center workforce in the United States, Hotel Dive first reported.
Hyatt, the world’s 11th-largest hotelier in terms of rooms and seventh in the United States, said the job cuts were “in response to the evolving nature of guest inquiries and shifting business needs.” The company’s Americas Global Care Center operates call centers and online response communication services from Marion, Ill, and Omaha, Neb.
“Decisions and conversations with impacted colleagues were handled with utmost respect and care. We remain committed to delivering elevated levels of care to all of our guests and World of Hyatt members, including Loyalty, Social, Customer Care, and Chat colleagues, as well as dedicated My Hyatt Concierge contacts, who were not impacted by the staffing changes,” a Hyatt statement read.
Hyatt blogger Gary Leff reported that the layoffs impacted 300 US-based Hyatt phone agents, leaving only 35 staffers behind. Leff said the operations will be outsourced to a call center in El Salvador where employees make $400 a month for working six days a week.
The Hyatt news comes just days after the company joined one of the eight remaining casino bids in downstate New York that’s seeking one of the three available gaming licenses. Hyatt signed on with the Avenir, a proposed multibillion-dollar project led by Silverstein Properties in partnership with Rush Street Gaming and Greenwood Gaming and Entertainment.
Hyatt, Avenir Bid
One World Trade Center and Freedom Tower developer Larry Silverstein is betting on winning one of the casino licenses authorized for New York City and its surrounding areas with an investment on a 2.1-acre undeveloped site he owns at 11th Ave. between 40th and 41st Streets on Manhattan’s West Side near the Javits Center.
The Avenir blueprint calls for 1,000 hotel rooms and suites that would be operated by Hyatt under its Destination by Hyatt brand. Hyatt’s Destination brand is a collection of independent hotels and resorts “that are individual at heart yet connected by a commitment to embody the true spirit of each location.”
The Avenir hotel will brilliantly reflect the essence of the Destination by Hyatt brand by honoring and celebrating the unique spirit and magic of the most vibrant city in the world,” said Dan Hansen, head of Americas Development, Hyatt. “This mixed-use project, which will include a casino, luxury hotel, and more, would represent a significant milestone in our strategic expansion in key travel destinations, reinforcing our commitment to offering authentic, immersive experiences in the places that resonate most with our guests and members.”
Silverstein says his bid stands out amongst the crowded bidding pool because the Avenir would “enhance the convention industry and create economic synergy between gaming, business tourism, and hospitality.”
Hyatt’s US Casino Ops
Hyatt is already invested in the US gaming industry. In Las Vegas, Hyatt manages rooms at The Venetian Resort and Rio. In Lake Tahoe, there’s the Hyatt Regency.
Other domestic casino properties with Hyatt hotels include Resorts World New York City and Hollywood Casino at The Meadows in Pennsylvania.
Last Comment ( 1 )
They dont care about customers, if they did they would have a convenience store or some kind of gift shop in the lobby of a hotel of Resorts world in,Queens where you can buy a toothbrush or snack .Not to mention if you need something of convince you have to walk 30 minutes away to buy a toothbrush which my friend had to do .