Marriott trims customer service staff

The hotel giant adjusts its engagement centers to match how guests now interact across digital and direct channels

Marriott International is reducing a small part of its customer engagement center staff as part of a structural review aimed at aligning with how guests now interact across digital and direct channels. The company said artificial intelligence was not a factor in the decision.

Key takeaways

• Organizational review: Marriott conducted a strategic review of its customer engagement centers to better align with changing guest interaction patterns.
• Limited layoffs: Only a small subset of employees will be affected, according to the company.
• AI not a factor: A source confirmed that artificial intelligence did not influence the decision.
• Follows prior restructuring: The move comes about a year after Marriott’s broader corporate restructuring that cut over 800 jobs.
• Industry-wide trend: Other major hotel groups, including Hyatt, have recently reduced guest service staff as they restructure call center operations.
• Remote workforce context: Over 85% of Marriott’s U.S. customer engagement employees currently work remotely.

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