Three months ago Marriott laid off Ambassador customer service staff as part of customer contact center closures, effectively gutting the personalized nature of the Ambassador program – which still requires customers to spend at least $20,000 annually, even with this year’s reduced elite requirements.
Now Marriott has gone a step further and just announced the closure of two call centers. A spokesperson tells me
Marriott International will be closing two Customer Engagement Center locations later this year, one in San Antonio, Texas, and one in St. Thomas, Ontario, Canada. These closings will affect approximately 480 associates. We will be able to shift some associates to a remote capacity, but we will unfortunately have some job eliminations. Associates whose jobs will be eliminated will receive severance, continued benefits, and other forms of assistance to aid in their career transition.
The St. Thomas, Canada call center, which was inherited from Starwood, is where most of the Twitter team worked. I’m working to find out whether members of the twitter team will be allowed to work remotely, attached to other centers.