2020 CEC Case Takeover Charge Structure
Earlier this year, the Customer Engagement Center (CEC) issue resolution policies were revised to have hotels take greater responsibility for resolving guest issues in a timely manner. Effective April 1, 2019, in order to ensure that costs were borne by the hotels requiring case turnovers by CEC associates, cases sent to hotels and not resolved within 72 hours were taken over by the CEC, and hotels were charged a $150 USD takeover charge. As communicated in July, we received feedback from hotels and the owner & franchise community on the process, as well as the cost associated with the takeover charge. It was determined that Marriott would credit hotels for the prior CEC Case Takeover charges and suspend all CEC Case Takeover charges for the remainder of 2019.
Since that time, we have re-engaged with stakeholders to further evaluate this policy. Effective January 1, 2020, the CEC will resume charging for cases that it “takes over” because a hotel didn’t respond and close the issue within 72 hours. Properties will be billed monthly $55 per takeover if the hotel’s takeover rate for that month exceeds 10% of their CEC cases. After exceeding 10%, a hotel will be billed for all of the property cases in takeover status that were not responded to within 72 hours for that month. If the hotel’s CEC takeovers fall below the 10% threshold for the month, there will be no charges incurred. In preparation for the January effective date, owner reporting is being developed to provide portfolio-specific insight.
The goal of this policy continues to be timely response to guest concerns. In support of this effort, and to assist hotels in managing cases sent through the CEC, hotels and franchise management company Operations contacts received additional communication containing helpful resources and details regarding automated reminders on Nov. 7.
Should you have any questions, please let us know.
