Hyatt Cuts 286 Call Center Jobs in Push for Digital Support

Hyatt Hotels Corp. is cutting 286 jobs connected to its Omaha, Nebraska, call center, a move that signals a permanent shift away from traditional phone-based guest services. The hotel giant filed a WARN notice with the state of Nebraska on Tuesday, confirming the cuts will hit its Americas Global Care Center operations.

Key Facts

• 286 employees are being let go, representing about 30% of the Americas Global Care Center staff.
• Omaha is the primary hub affected, though many impacted workers operate remotely.
• Source: CX Dive and Additional sourcing: View From The Wing

The Shift to Digital

Hyatt is changing how it helps guests. The company says the cuts are a response to “evolving guest inquiries,” which often means moving customers toward chat bots, apps, and self-service tools rather than human agents. While the Omaha facility is the center of these cuts, the layoffs affect remote workers who report to that hub. The company confirmed that its other call center in Marion, Illinois, will stay open for now.

Outsourcing Claims

Reports from inside the company paint a chaotic picture. According to industry blog View From The Wing, some U.S. agents are being replaced by outsourced teams in El Salvador and the Philippines. These overseas roles reportedly pay a fraction of U.S. wages. This matches a broader trend where companies replace domestic support teams with cheaper offshore labor to cut costs.

Corporate Changes

This move is part of a larger plan to fix Hyatt’s bottom line by reducing overhead. By cutting 30% of its support staff, Hyatt is betting that digital tools can handle the workload. Employees were notified this week, with the official separation dates scheduled for August.