Marriott will lay off portion of customer engagement center workforce

“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.

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.

Jenna Graber