Overview

• La Quinta Inn & Suites by Wyndham is investigating the use of a live, overseas receptionist for guest check-ins at its Sunrise, Florida property after a video of the setup gained widespread attention.
• Footage shows an India-based employee conducting check-in via a lobby monitor, issuing room keys and overseeing digital registration.
• Wyndham Hotels & Resorts offers mobile check-in on its website, but it is unclear how many franchise locations employ outsourced virtual receptionists.
• Social media users have criticized the practice for outsourcing American service jobs, and lawmakers have introduced proposals for tariffs or caps on outsourced roles.
• A similar remote front-desk model was recorded at a Baymont by Wyndham in Bonita Springs in February, spotlighting potential lapses in front-desk staffing policies.