商旅纵横Business travel insights that drive better decisions.
SearchEmail briefings
Back to all updates
Customer ServiceUnited States

Marriott undergoes organizational changes to Customer Engagement Centers

Marriott International confirmed a strategic review of its Customer Engagement Centers with organizational changes being implemented to better reflect how guests interact across channels. Marriott did not confirm whether the changes will result in layoffs or how many employees are affected, but said new roles will be posted and many affected associates are expected to apply and be selected. The changes come roughly a year after a subset of Marriott's CEC workforce was impacted by organizational changes, and after the company laid off more than 800 corporate employees in 2024.

View primary source (opens in a new tab)

Impact and considerations

Customer Engagement Centers handle reservations and customer service, so their restructuring may affect booking support and response efficiency for corporate travel clients; Marriott has not disclosed layoff numbers, so the impact remains to be seen.

Key points

  • Marriott International confirmed a strategic review of its Customer Engagement Centers with organizational changes to better reflect how guests interact across channels.
  • Marriott did not confirm whether the changes will result in layoffs or how many employees are affected, but said new roles will be posted and many affected associates are expected to apply and be selected.
  • The changes come roughly a year after a subset of Marriott's CEC workforce was impacted by organizational changes.
  • In 2024, Marriott laid off more than 800 corporate employees as part of a companywide restructuring.
  • Competitor Hyatt reorganized its customer engagement operations in June 2025, reducing staff by approximately 30% across its guest services and support teams.

Sources and time

Primary source
Hotel Dive
Other sources
0
First source publication
17 Sept 2026, 08:00
Page published
18 Sept 2026, 22:56
Last updated
17 Sept 2026, 08:00
Report an issue or request removal