A significant number of Marriott Ambassador agents have been notified that their positions are being eliminated, generally effective October 1. This isn’t the first round of layoffs for Ambassador agents. The hotel chain shed customer service agents who work with top guests back in March, effectively eliminating the ‘dedicated agent assignment’ for customers who stay 100 nights and spend $20,000 each year with Marriott. Since spring Ambassador-level members of the Marriott Bonvoy have been assisted by the Ambassador team broadly.
Here are just a few of the notes in my LinkedIn feed.
Aside from Marriott’s secret Cobalt status Ambassador is the highest elite tier. In addition to standard suite upgrades and breakfast benefits (and even watered-down 24 hour check-in privileges) members are promised a dedicated Ambassador to take care of all of their needs with Marriott.
Prior to the pandemic dedicated agents already were servicing as many as 300 of these top customers.
Marriott still advertises a “personal point of contact” for Ambassador Elite members, though they will no longer be providing their top guests with these trained Ambassadors.
I’ve corresponded with Marriott but they have not yet offered a statement. I will update if they provide one. It’s worth noting that Hyatt still offers dedicated concierge agents and requires only 60 nights (with no minimum spend) to have one.