InterContinental Hotels Group has made up to 60 Australian call centre staff redundant.
Shocked employees were advised that IHG had shifted its local operations to Manila and were given the option of leaving immediately.
The mass redundancy occurred three weeks ago but has been kept under wraps by IHG, which had been planning it for some time.
In a statement, Senior VP Sales and Marketing Asia Pacific Gary Rosen (pictured left) said the Manila consolidation was part of a plan that’s been in the works for almost a decade.
IHG claimed it was “confident” the move would result in “current service levels” being exceeded.
“Creating a centralised Distribution Services and Reservation Centre to support our customers across the region is something we’ve been working toward for close to a decade,” Rosen said.
“While global trading conditions were very different when developing this plan, current conditions have validated our long-term goal to improve customer service and engender loyalty while making the best use of the international resources at our disposal.
“The establishment of a single 24 hour service centre across Lower Asia Pacific is a considerable competitive advantage for IHG.”
The Manila call centre was founded in 2003. It services Southeast Asia, India, South Pacific, Australia and New Zealand.
IHG claims to be the world’s largest hotel company. Its brands include Holiday Inn, Crowne Plaza and InterContinental.
Travel Trends: June 2, 2009