Travel has been on the rise again since 2021, according to The Washington Post. That’s good news for hotels, but it also means that staff members at these locations need hotel cybersecurity training to keep up with the rising level of hackers, ransomware, and other such issues.
What Should Front-Desk Staff Learn About Cybersecurity?
The front desk of any hotel is the gateway to the rest of the hotel and its sensitive information. When training IT services for hospitality, it’s imperative to include the front desk staff in a variety of areas, such as:
It should go without saying that the front desk staff should never say room numbers or personal details out loud when others are around. That information should also not be transferred anywhere on the network but through secure interfaces.
- Integrity
Each detail a guest, vendor, or anyone else gives needs to be entered accurately to protect the records as best they can.
- States of Information
Any physical forms need to be locked away, and computer screens should be faced away from guests so prying eyes can’t see the details on the screen. Front desk employees should never leave their terminal unattended without first signing out.
- Transmission
All point-of-sale transactions need to be encrypted, and reservation data should always be utilized on secure networks.
- Password Updates
Train front desk staff members to change their passwords on a regular, scheduled basis. Guest Wi-Fi needs to be on a separate network from the hotel’s infrastructure.
How Should Hotels Train Staff to Protect Payment Information?
It is a hotel’s job to protect customers’ payment information, and there are several training aspects that work towards that important goal.
Hotel staff should never write down or save credit card numbers.
- Inspect hardware
Have staff inspect the payment machines and chip readers daily to ensure they have not been tampered with through skimming devices.
- Secure documents
Any written documents need to be stored properly or shredded to protect guest confidentiality.
- Lock screens
When hotel attendants walk away from their screens, they need to be locked so no one else can look at information any time they are not around.
- Watch for phishing
Let everyone who works for the hotel know how to spot fake links and suspicious emails where hackers might pose as tech support to get into the system.
- Avoid search engines
Don’t allow staff to use search engines to find login pages but rather have them bookmark the pages in a verified manner.
- Utilize MFA
Implement multi-factor authentication so everyone must log in with more than just a password.
What Cybersecurity Training Do Housekeeping and Maintenance Staff Need?
Housekeeping and maintenance may not work at the front desk, but they still need hotel cybersecurity training as they are often seen as the eyes and ears of the establishment. Here are some of the things each should do:
Housekeeping
When guests leave phones or laptops behind, they should be left in place to avoid accusations of data tampering.
- Shred/Dispose
Housekeepers clear away left-behind papers frequently, and those items should be shredded or properly disposed of to protect guests’ privacy.
- Control Room Access
Housekeepers have access to the rooms, and they need to keep control over that access. They should not let others into rooms without verification, and they should not leave doors open when they are not around.
- Protect Work Tablets
Hotels often use mobile tablets to track work, and staff need to safeguard those items.
Maintenance
Modern hotels often have smart appliances like TVs, thermostats, and more. Maintenance needs to watch for hardware modifications that guests might leave behind.
- Secure Server Room
Maintenance should keep the server room locked and have no exceptions for leaving the door open.
- Escort Vendors
If vendors come to deliver or check anything, they need to always have a maintenance worker with them.
- Create Fraud Work Orders
Since maintenance staff use digital work order systems, they need to be able to recognize spoofed requests and fraud.
How Should Hotel Staff Respond to a Suspected Cybersecurity Incident?
As part of the cybersecurity training for hotel staff, let the members know they need to report any suspicious activity to the IT department immediately.
How Can Hotels Measure Whether Cybersecurity Training Works?
It is hard for hotels with staff sizes larger or smaller to know whether their cybersecurity training is working well. Managers could run simulations and track the reporting rate, the dwell time, and other metrics to see if staff members respond to the training in the right manner.
What Should a Hotel’s Cybersecurity Training Program Include?
Cybersecurity training for hotel staff should include these items and anything else managers wish to include.
In conclusion
The New York Times said that over 17 million people traveled over the most recent Labor Day holiday weekend. With today’s modern technology, it is more important for hotels to safeguard their networks and personal details than ever before. To understand what kind of cybersecurity training your hotel staff needs, contact Cyber Husky. Our professionals can give you a free consultation and evaluation–we can even aid you in training your staff.
