The company confirmed a strategic review of its Customer Engagement Centers, with changes being made to “better reflect how our guests interact with us across channels,” per a Marriott spokesperson.
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Marriott International has undertaken a strategic review of its Customer Engagement Centers, with “organizational changes being implemented as a result of this review,” the company confirmed to Hotel Dive.
The changes are being made to “better reflect how our guests interact with us across channels,” and are “a normal part of business operations,” a Marriott spokesperson said in an emailed statement to Hotel Dive.
As part of the process, “new roles will be posted, and many affected associates are expected to apply for and be selected for these roles,” the spokesperson said. Marriott did not confirm if the organizational changes will result in layoffs or how many employees will or have been affected.
These changes come roughly a year after a small subset ofMarriott’s CEC workforce was impacted by organizational changeslast October. In 2024, the companylaid off more than 800 corporate employeesas part of a companywide restructuring.
Meanwhile, Marriott competitor Hyatt reorganized its customer engagement operations in June 2025,reducing staff by approximately 30%across its guest services and support teams.
Filed Under:Strategy,Customer Service
