New 2019 Customer Engagement Centers (CEC) Regional Support Structure and Changes in Case Management Policies
This information will be communicated to hotels within the December 17 version of the Weekly Update.
As communicated within the 2019 Operating Budget Guidelines, we would like to share details on two changes taking place related to Marriott’s Customer Engagement Centers (CECs).
New 2019 Customer Engagement Centers (CEC) Regional Support Structure
Effective December 29, Marriott’s Customer Engagement Centers (CECs) will realign from their two current models (Starwood Reservation Services or “SRS” and Area Regional Sales Offices or “ARSO” and regional participation) into one harmonized group called CEC Property Support Services which will manage property reservation calls for approximately 4,700 hotels globally. SPG hotels will receive a shared service agreement via email in early January which is to be returned by January 21 to continue taking advantage of these services.
Key programmatic enhancements and changes include:
- Guests will have a more seamless customer experience, with fewer transfers, reducing handle time, and a broader population of CEC associates will be able to communicate with guests, with skills and tools like EMPOWER to encourage additional sales
- Dedicated team available as a resource to onboard and maintain property relationships
Rates and billing methodology have been updated to support the new model and harmonize the different billing methodologies across the legacy programs.For more information, refer to 2019 budget guidance for rates applicable to the volume that hotels send to the CECs as part of CEC Property Support Services.
Should you have any questions, contact CEC.PSS@marriott.com.
Changes in Case Management Policies
Starting in January 2019, all MR and SPG customer resolution billing policies, processes and property case types will be aligned. To give hotels more time to learn the harmonized policies, any case takeover charges incurred in January will be waived. Hotels will see the January charges on their Owner Franchise Billing (OFB) invoice in February and an equal credit waiving the charges. Beginning February 2019, properties will be required to meet a 72-hour response time on open cases. Any case not resolved in 72 hours and requiring CEC takeover will incur a charge of $150 USD.
In order to reduce property caseloads, CEC associates will work to resolve property issues within their empowerment levels using in order to resolve the issue and not send it back to the property, such as provide award points. Non-GXP and seasonal hotels will continue to use their current processes via email for communication and resolution. When the status changes to Case Pending (Guest Response), 48 hours are added and the 72-hour timer is restarted before case is taken over. Hotels also will be able to get property-specific reports on open cases and case resolution, as well as billing details behind any takeover charges.
Updated job aid materials will be posted in GXP and on MGS to help properties understand the tools and reporting available to them, in managing their case loads. Users can also search “Customer Case Resolution” in the Library section of GXP for a detailed job aid. Additional information will be posted on MGS.
Should you have any questions, contact ccsfiledispute@marriott.com.
