Hyatt Cuts US Call Center Jobs as Hotel Joins NYC Casino Bid

June 25, 2025

First reported by Hotel Dive, Hyatt Hotels is cutting off the majority of its Americas Global Care Center employees in the US.

The layoffs were "in response to the evolving nature of guest inquiries and shifting business needs," according to Hyatt, the seventh-largest hotelier in the US and the eleventh-largest in the world in terms of rooms.  Call centers and online response communication services are run by the company's Americas Global Care Center in Marion, Illinois, and Omaha, Nebraska.

“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.

According to Hyatt blogger Gary Leff, only 35 employees remained after 300 US-based Hyatt phone representatives were laid off.  According to Leff, the operations will be contracted out to an El Salvadorian call center, where staff members earn $400 per month for working six days a week.

The Hyatt announcement was made just a few days after the firm became one of the eight casinos still vying for one of the three gaming licenses in downstate New York.  The Avenir, a multibillion-dollar project spearheaded by Silverstein Properties in collaboration with Rush Street Gaming and Greenwood Gaming and Entertainment, has Hyatt as a partner.

Hyatt, Avenir Bid 

With an investment in a 2.1-acre undeveloped site he owns at 11th Ave. between 40th and 41st Streets on Manhattan's West Side close to the Javits Center, Hyatt, Avenir Bid Developer Larry Silverstein is placing a wager on obtaining one of the casino licenses permitted for New York City and the surrounding areas.

According to the Avenir concept, Hyatt would run 1,000 hotel rooms and suites under the Destination by Hyatt brand.  A group of separate hotels and resorts "that are individual at heart yet connected by a commitment to embody the true spirit of each location" make up Hyatt's Destination brand.

"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.”

Because the Avenir would "enhance the convention industry and create economic synergy between gaming, business tourism, and hospitality," Silverstein claims his bid stands out among the crowded bidding pool.

US Casino Operations at Hyatt 

Hyatt already has a stake in the casino sector in the US.  Hyatt oversees accommodations at Rio and The Venetian Resort in Las Vegas.  There is the Hyatt Regency in Lake Tahoe.

Hollywood Casino at The Meadows in Pennsylvania and Resorts World New York City are two other domestic casino facilities that have Hyatt hotels.