Here's how effective teams turn this challenge into an opportunity.
Building a Foundation for Cyber Hygiene
Every effective IT and security team begins with the fundamentals in IT, sports, or the military. Every team should start with the fundamentals, and cyber is no different. It serves as the foundation for more advanced strategies. Implementing regular software updates, multi-factor authentication, strong password protocols, and comprehensive vulnerability scans are all vital practices.
Training is equally important. Teams that consistently educate employees—from housekeeping staff to senior managers— on recognizing phishing attempts and suspicious activities create a human firewall that complements technical defenses. Vendors and contractors aren’t exempt; they must also adhere to rigorous security standards, which are non-negotiable.
Leverage IoT and Automation Responsibly
The allure of IoT and automation is undeniable. These technologies optimize energy consumption, automate routine tasks, and enhance the guest experience with personalized touches. However, each connected device serves as a potential entry point for cybercriminals.
Effective teams encrypt IoT devices, ensure the firmware is regularly updated, and integrate systems into a central monitoring platform. They conduct penetration and red team tests to uncover vulnerabilities before bad actors exploit them and empower staff with tools to address anomalies quickly. Also cyber range training is recommended to improve your team’s situational awareness in the event of an attack.
Secure Digital Keys and Contactless Systems – The Silent Threats
Contactless technology is here to stay. It enables guests to bypass the front desk and use their smartphones to unlock rooms. However, these systems are prime targets for devices like the Flipper Zero, which can clone keys, steal credit card numbers, turn systems on and off, exploit poorly secured connections, and can be purchased off the shelf for less than $200 US.
To counteract this, successful teams implement dynamic encryption and biometric authentication. They also educate guests about protecting their digital interactions, turning potential weaknesses into moments to build trust.
Personalize Guest Experiences with AI: Data Protection Policies are a Must!
Unless you’ve been under a rock for the past two years, AI is a game-changer in hospitality, enabling hyper-personalized services that delight guests and drive loyalty. However, personalization requires handling large amounts of sensitive data.
Leading teams create strong policies for data classification, retention, and purging. They encrypt guest data at every stage and ensure that only authorized personnel can access it. Combining AI innovation with robust data governance enhances the guest experience while protecting privacy.
Anticipate and Defend Against the Scourge of Ransomware
Ransomware attacks can cripple operations and destroy reputations. The best-prepared teams know this and sadly, most don’t take proactive measures.
Proactive teams maintain offline backups, enforce access controls, and use AI-driven cybersecurity tools to detect and neutralize threats in real time. Regularly rehearsing incident response plans ensures that if an attack occurs, the team can act swiftly to minimize disruption. Cyber range training and threat intelligence platforms are always good investments.
The hospitality industry also poses new challenges regarding governance, risk and compliance (GRC) requirements. Many jurisdictions now mandate the disclosure of breaches within specific timeframes, often as short as 72 hours. Non-compliance can result in regulatory fines and a loss of public trust. Successful teams stay proactive by developing breach disclosure protocols and collaborating closely with legal advisors to meet these evolving requirements. For management, know the requirements and comply with the law.
The Human Element: Address Broader Risks, Like Human Trafficking
The transient nature of hospitality makes it susceptible to illicit activities such as human trafficking. Technology can play a crucial role in prevention. Effective teams deploy AI- powered surveillance systems and behavioral analytics to detect suspicious patterns. They also train employees to recognize red flags and partner with law enforcement and NGOs to address these risks comprehensively.
Sci-Fi Meets Reality: Harness Robotics and Drones for Security
Robots and drones enhance security by patrolling perimeters, monitoring large properties, and delivering items safely. They complement human teams rather than replace them.
Geofencing, tamper-resistant designs, and centralized oversight are essential for maintaining the security and effectiveness of these technologies.
Manage Third-Party Risk: It’s About the Knowns and Unknowns
One often overlooked area in hospitality cybersecurity is third-party risk management (TPRM). Vendors and partners frequently access sensitive data or systems, making them potentially weak links in your security chain. Alarmingly, nearly 80% of the ransomware negotiations I conduct today arise from breaches involving third-party vendors. I know this because I have likely negotiated a ransomware attack for your competitors and data partners. Guess what? Your data has a 95% chance of being exfiltrated if you experience a breach.
Effective teams consistently monitor and evaluate third-party partners. They implement strict data-sharing protocols, limit access to sensitive systems, and ensure that partners adhere to the same cybersecurity standards as the organization. Proactive TPRM strategies help to address these commonly exploited vulnerabilities.
Foster Community Relationships
Security goes beyond technology, especially in remote or budget properties. Building relationships with local law enforcement, hiring local staff, and engaging with community leaders can enhance situational awareness and response capabilities. Affordable tools like motion sensors and solar-powered cameras complement this community-driven approach.
