Let's face it: cybersecurity has gone from being a 'tech-only' term to a topic we all must deal with in the hotel industry. Every hotelier knows the scary term 'data breach.' It's one of the worst things that can happen, and it could change a hotel's future entirely – not in a good way. We're talking major money losses, possible lawsuits, and guests losing their trust in the hotel.
According to a recent report issued by the World Economic Forum, the Global Cybersecurity Outlook 2025, the cybersecurity landscape is becoming even more complex every year. With a backdrop of evolving geopolitical tensions, deepening cyber disparities, and AI advancement, hoteliers need to stay on alert.
But before you get overwhelmed, remember that prevention is the key, and any related issues can be averted with precautions. In this article, we’ll explore the ways of protecting guest data and outline the best practices you can adopt in your hotel.
Why hotel cybersecurity is essential
Even large organizations are not immune to cyber threats. Despite investing heavily in cybersecurity, these companies still face the risk of cyberattacks, demonstrating that no business is completely safe.
The case of Marriott International
In June 2022, cybercriminals executed a breach by employing social engineering to obtain passwords, which allowed them to access internal systems and extract 20 gigabytes of data, including credit card information and sensitive internal documents.
This incident followed two prior breaches. One in 2018, linked to the Starwood guest database, which exposed millions of passport numbers and booking records. And another in 2020, where hackers exploited stolen employee credentials to access personal data from 5.2 million guests.
Due to these cyberattacks, Marriott International consented to a $52 million settlement and committed to enhancing its data security measures. This decision was made to address state and federal claims stemming from major data breaches that impacted over 300 million customers globally.
Risks for smaller businesses
It's a common misconception that only large enterprises are susceptible to cyberattacks. In reality, small and medium-sized businesses are equally (if not more) vulnerable. Recent studies indicate that 43% of data breaches involve SMBs, and a staggering 83% of these companies struggle to recover financially. Many are forced to change their operations or shut down entirely due to the repercussions of these breaches.
What are some steps that can be taken to protect against cyber threats?
Step 1: Recognize the threats
Recognizing the most common cyber threats is crucial to effective prevention and response. So here's an overview of the top cyber threats that each hotel should be mindful of. In the next steps, we'll discuss simple but effective ways hotels can protect themselves from these issues.
|
Type of a cyber threat |
Description |
|
Denial-of-Service (DoS) Attack |
These attacks flood the hotel's computers or network with too much traffic, making them slow or unusable, which disrupts everything for staff and guests. |
|
DarkHotel Hacking |
Hackers focus on important guests using the hotel’s Wi-Fi to trick them into downloading harmful software disguised as updates. Guests are advised to use VPNs and ensure any updates or apps come directly from the main company to keep their personal data safe. |
|
Eavesdropping Attack |
Hackers listen in on information shared over hotel networks, such as through Wi-Fi. By taking advantage of connected devices like phones and printers, they can access private information. Here, hotels should secure their networks, and guests should be careful with their internet use. |
|
Data Leakage |
Data leakage happens when confidential information is disclosed to unauthorized individuals or systems, often unintentionally. It could occur from employees losing devices, sending information to the wrong person via email, or through outdated data disposal techniques. With a multitude of sensitive data, hotels should be vigilant about preventing data leakage. |
|
Credit Card Information Theft |
Credit card fraud is one of the most prevalent cyber threats faced by hotels. Cybercriminals target hotels due to the continuous inflow of credit card transactions. They use various ways, such as hacking the POS (Point of Sale) systems or online booking platforms, to steal guests' credit card information. |
|
Phishing and Spam |
These scams use fake emails or messages to trick hotel staff into giving away important information. Phishing is a frequent cybercrime where fraudsters trick people into revealing sensitive information. This is often achieved through spoofed emails, fake websites, or text messages that appear legitimate. |
|
Ransomware and Malware |
Ransomware locks hotel data and demands money to unlock it, while malware can destroy or steal information. Hotels can protect themselves by installing strong security software, keeping systems updated, and teaching employees to avoid clicking on risky links or attachments. |
|
Third-party Vendor Risks |
Hotels work with many third-party vendors, ranging from online travel agents to laundry services. While these relationships are fundamental to operations, they can also provide potential weak links through which cybercriminals can gain access to a hotel's systems and data. |
|
Internal Threats |
Though external threats often get the most attention, internal threats from employees, whether intentional or accidental, can also cause significant harm. Misuse, mishandling, or simple errors can result in breaches and leaks, underscoring the need for comprehensive employee training and access control. |
Step 2: Establish a strong cybersecurity foundation
Guarding against cybersecurity threats begins with establishing a strong foundation. This involves understanding the role of security software and maintaining regular updates to protect your hotel's digital imprint.
Before we look into the specific strategies to combat each threat, let's take a closer look at the basics that every hotel should consider for protection:
● Adopt a reliable Property Management System
Building a robust defense against cyber threats starts with securing the heart of hotel operations: the Property Management System. A reliable and GDPR-compliant PMS plays a crucial role in safeguarding sensitive data, such as email addresses and passport numbers.
The General Data Protection Regulation (GDPR) is a standard set by the European Union that governs how companies manage personal data. This regulation requires businesses that cater to European users to comply, or they risk facing legal consequences. You may have noticed websites asking for consent to store cookies: this is a direct result of the GDPR's implementation.
Choosing the PMS that comply with these regulations, you establish a solid foundation for your hotel's cybersecurity strategy, ensuring that all data is managed securely and in line with legal standards.
● Implement end-to-end encryption
End-to-end encryption ensures that data is encrypted as soon as it is entered (at the point of sale or online platform) and remains encryption-protected until it reaches its final destination for processing (payment processor).
Hackers intercepting this data will only see a coded message, not the actual data. Consider consulting your software provider or a cybersecurity specialist to implement this feature.
● Enable Two-Factor Authentication
With Two-Factor Authentication (or 2FA), anyone trying to access your online information needs to provide two types of identification. It's not enough to just know the password. They'll also need a second form of proof, often sent to the user's mobile device.
This method adds an extra layer of protection, making it much harder for unauthorized users to breach accounts even if they've managed to steal the password. This way, enabling 2FA can be a game changer in elevating your hotel's digital security.
● Keep up with regular updates and patches
Keeping your PMS updated is crucial in the world of technology where threats evolve rapidly. Updated software is less vulnerable to attacks as developers regularly fix bugs and enhance security features.
Make it a habit to update your antivirus software, firewalls, and all other software you use in your hotel regularly. Remember, these updates are not optional but an essential part of your cybersecurity protocol.
Patches are updates that fix specific issues and vulnerabilities within a software application. Keep an eye on the patches released by your software vendors and apply them promptly. They often fix specific vulnerabilities that cybercriminals exploit.
● Choose the right antivirus and firewall
Antivirus software is your first line of defense against many common cyber threats. It is designed to detect and eliminate malicious software before it can harm your system. But not all antivirus software is created equal. Choose one that offers real-time protection, has high detection rates, and is easy to use.
Alongside an antivirus, a solid firewall is critical to your hotel's cybersecurity. A firewall acts as a barrier between your internal network and external cyber threats, scrutinizing incoming and outgoing traffic to block anything suspicious. You need to find a firewall that suits your hotel’s specific needs and network architecture.
Step 3: Combat credit card information theft
We've established the importance of a robust cybersecurity framework and discussed the fundamental protective measures. Now, it's time to dig deeper into practical strategies to combat the most prominent threats, such as credit card fraud.
Your payment gateway processes all credit card transactions, making it a primary target for hackers. Ensuring it's well secured is crucial. Here are some steps you can take:
● Choose a reputable payment gateway provider: Rather than cheapest, choose a provider known for their robust security measures, such as Stripe or Adyen.
● Ensure PCI DSS compliance: Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards all businesses that transact via cards must adhere to. Ensure both your hotel and your payment gateway provider are PCI DSS compliant.
● Use tokenization: This replaces sensitive data with unique identification symbols retaining all the essential information but completely obscuring the actual data.
Step 4: Identify phishing emails and install spam filters
Often, the best line of defense against phishing is a well-informed staff. Regular training can help employees identify and appropriately react to phishing attempts.
Key training points should include:
● Scrutinize email senders: Teach your staff to check sender email addresses carefully. Scammers often impersonate legitimate contacts.
● Beware of urgent requests: Inform your crew that hackers often employ pressure tactics or send alarming messages to rush staff into revealing sensitive information.
● Check for spelling errors: Phishing attempts often have poor grammar or spelling errors. A professional organization would not send an email riddled with mistakes.
● Never reveal sensitive information: Emphasize that they should never reveal passwords, credit card numbers, or other sensitive data by email or phone call.
Implementing spam filters and email scanners
In addition to training staff, implementing redundancy measures like a good spam filter and email scanner can help capture phishing emails before reaching the staff. These systems examine incoming emails and filter out those they deem suspicious or potentially harmful based on multiple criteria.
While no system is infallible, it can reduce the chance of a phishing email landing in an employee's inbox. Combining these tech tools with staff education equips your team with the skills and resources they need to fend off any phishing attempts.
Step 5: Stay proactive against ransomware attacks
Ransomware attacks lock you out of your own systems and data, and the hackers demand a ransom to grant you access again.
One of the most effective ways to combat ransomware attacks is to maintain regular backups of your important files. Should a ransomware attack occur, you can simply restore your systems from the backup. Here are a few tips:
● The frequency of your backups should depend on how often your data changes. For critical systems, daily backups, or even more frequently, are advised.
● Keep multiple backups in different locations. This can prevent loss of data in case one of your backups fails or is compromised.
● Regularly test your backups to ensure they're working correctly. A backup is no good if it fails when you need it.
Ransomware often tricks users into downloading a malicious file or clicking a malicious link. Training employees to recognize and avoid such suspicious items is crucial to preventing ransomware attacks. That’s why you need to emphasize the following points in your training:
✓ Don't open unsolicited attachments – Teach employees not to open email attachments unless they're sure of the source.
✓ Beware of unknown links – Make sure your staff understand that clicking on links from unknown or suspicious sources can lead to trouble.
✓ Keep software updated – Regularly updating all software, including antivirus software, can help protect against ransomware by patching vulnerabilities.
Step 6: Select the right technology partners
Your ideal tech partners must have more than cursory knowledge about cybersecurity. They should understand the unique cybersecurity challenges that hotels face, including the various types of sensitive guest data that flow through your systems.
They should be able to identify potential weak points in your existing systems and processes and suggest tailored solutions.
Customized protection strategies
Present your potential technology partners with the specific systems you use, and types of data you handle. Monitor how they approach the task of protecting and securing it. Their proposed strategies should not be 'one-size-fits-all' but customized to fit your hotel's specific needs and be compatible with your existing systems.
Reputation and track record
A technology partner's reputation is not to be overlooked. How have they fared in the past when helping other hotels fortify their cybersecurity? Do they promptly evolve their plans in response to the dynamic nature of cyber threats? A consistent track record of successful collaborations indicates that the partner is capable of providing robust, up-to-date security assistance.
Proactive support
In situations of potential cyber threats, the response time of your technology partner can make all the difference. Ensure your partner company is known for quick, effective solutions and can offer resposive support. It's equally important that they provide regular updates and preventive maintenance to block potential security loopholes before they can be exploited.
Compliance assistance
Compliance with industry and legal regulations is another critical aspect of cybersecurity. Your technology partners should assist you in embracing practices that align with standards, such as the GDPR, ensuring you meet all necessary compliance obligations.
How HotelFriend helps to prevent cyber attacks
HotelFriend Property Management System is a robust safeguard against potential cyber threats in the hotel industry. Designed with cybersecurity measures in mind, it helps hoteliers secure guest data and operate their businesses safely and efficiently.
✓ Cloud-based service
Hosted on Amazon Web Services (AWS), it uses AWS's robust infrastructure and advanced security protocols for added protection.
✓ Data encryption
All data traffic on HotelFriend is encrypted to prevent unauthorized access, with critical data being stored using multi-layered encryption.
✓ Two-Factor Authentication (2FA)
We offer 2FA to add an extra layer of security during login, ensuring that only authorized users can access accounts. Users may also choose to make 2FA mandatory for all their system users.
✓ Regular updates and patches
With cyber threats continually evolving, HotelFriend prioritizes regular software updates and patches. Each update fortifies the system with security enhancements and bug fixes to keep your hotel one step ahead of cybercriminals.
✓ GDPR-compliant platform
HotelFriend PMS aligns with the stringent data privacy standards set by the General Data Protection Regulation. All data stored, processed, and transmitted through the PMS is managed in compliance with GDPR rules, ensuring the utmost privacy and security for hoteliers and guests.
✓ Dedicated support
HotelFriend provides responsive support to clients, ensuring that potential vulnerabilities are identified and addressed promptly. Our team of experts is always ready to provide guidance or take swift action in the event of a threat.
Conclusion
The hospitality industry, like all sectors, remains at significant risk from the evolving landscape of cyber threats. However, by following the articulated steps, hoteliers can effectively mitigate these risks, safeguarding their businesses and protecting their guests.
Key measures include training your staff to recognize threats, staying proactive against attacks, and most importantly, choosing the right technology partners. Through a well-rounded approach, hotels can protect their financial assets and reputation, and build a foundation of trust with their customers.
