Marriott International will lay off a portion of its customer service staff, the hotel company confirmed to Hotel Dive Friday.
“Marriott International has undertaken a strategic review of our Customer Engagement Centers to better reflect how our guests interact with us across channels,” a company spokesperson said. “While these decisions are never easy, organizational changes are being implemented as a result of this review, and a very small subset of the Customer Engagement Center workforce will be impacted.”
A source familiar with the situation told Hotel Dive that artificial intelligence was not a factor in this decision.
The workforce reductions come roughly a year after Marriott underwent a companywide restructuring that resulted in more than 800 corporate employee layoffs.
In June, Hyatt reorganized its Americas Global Care Center operations, reducing staff by approximately 30% across its guest services and support teams. According to a June 17 Work Adjustment and Retraining Notice from the state of Nebraska, Hyatt terminated 286 employees associated with a call center in Omaha. The majority of those employees worked remotely nationwide but received work assignments from the facility, according to the filing.
The recent Marriott layoffs come as more than 85% of the company’s U.S. customer engagement center workforce is remote, a source familiar with the situation told Hotel Dive.
