Marriott undergoes organizational changes to Customer Engagement Centers
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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.
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- Hotel Dive FeedMarriott 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.