Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
The hospitality industry ranks second in cyber security breaches, after the retail sector, with customers’ sensitive, personal information frequently stolen and sold to criminals on the dark web, according to “The Unwelcome Guest: Cyber Threats in the Hospitality Sector,” a white paper from Distinguished, a specialty program insurance provider.
“With the treasure trove of personal data the hospitality industry has in its possession, cyber security has become one of the biggest risks for hotels and restaurants,” according to the report.
The steady stream of technological advances in hotel customer service and guest convenience are welcomed by guests and staff alike, offering quick answers to guest questions and easing hotel staffers’ workloads. But these conveniences can come with a cost if cybercriminals get their hands on guests’ personal information.
“From robots that deliver luggage to rooms to concierge chatbots that are available 24/7, there is an ever-increasing number of touchpoints between hotel guests and technology,” according to “Safeguarding the Guest Experience from Hotel Cyber Attacks,” a white paper from Gallagher, an insurance brokerage, risk management and HR and benefits consulting company.
“While these offerings are meant to make a guest’s stay more convenient, they also leave the hotel vulnerable to cybercrime that could put their guests’ safety and privacy in jeopardy.”
How much jeopardy? Here are a few statistics, according to the Distinguished report:
Hotels and restaurants must make cyber security a top priority in order to protect their own data and customer data, according to the Distinguished report, which suggests taking the following steps to safeguard guest and hotel cyber security.
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