Group items tagged

1. IT The hot-button issue within the realm of hotel-information technology is mobile and cloud technology.A company could have tens of thousands of smartphones or laptops in the field at any given point-each a potential gateway to hackers and other criminals. To the problem the core principle is to provide end-to-end data protection with looking at cost and benefit and how it's supports the business. 2. Terrorism Ironically, one of the main reasons terrorism tops the list is because it has become less of an issue in recent years.Hoteliers need to keep their staffs and travelers mindful of possible threats, but they don't want to scare them. 3. Skimmers A related threat is that of "skimmers," or devices that catch credit card numbers when consumers use them for payment.The best prevention measure is to have an investigative team or third party on hand and making that known to employees. 4. Liability and insurance fraud These two related issues can double, triple, quadruple and quintuple corporate insurance premiums in the blink of an eye. The advisement is hoteliers to educate themselves on the issue, consulting with an attorney, if necessary. 5. Security as taboo "Security" still is something of a taboo in the global hotel industry.Hoteliers need to do a better job of "turning on the light" by talking about security openly and regularly at staff and association meetings, and hotel executives should insist their GMs make security a priority

1. ITAccording to the article, most mobile devices that are used for business are unprotected. Meaning that the devices if the device even have a password and if it does the password is not very complex. There could be thousands of employees accessing company information via the cloud through unprotected smart phones or other mobile devices. This could organizations at risk to hackers and other criminals  2.  TerrorismAlthough terrorist threats are less of a concern nowadays, that does not mean hotel managers should discontinue stressing the importance of security within their establishments. Keeping employees aware and diligent can prove to be a delicate assignment but it is a necessary of part of maintaining a safe work environment in the twenty-first century. 3.  SkimmersSkimmers are devices that steal credit card numbers when consumers use them for payment. Unfortunately, it is most commonly an employee on the inside who is committing the crime.  A third party investigation team will be needed to prove who is stealing from the establishment.  4. Liability and Insurance FraudCombined, these two issues could sky rocket a company's insurance costs through the roof. It is crucial that hoteliers be aware of the legal system and educates themselves on issues concerning liability. Both patrons and employees alike could potentially file claims against an establishment and entitlements can quickly get out of hand.    5.  SecurityDespite the best security measures, there is always the possibility of unforeseen danger. This fear of the unknown is a concern for hotel workers. To confront this fear of the unknown managers must regularly and openly discuss security with employees.  Security should be held as a top priority. 

This article discusses five main concerns brought on by the current state of hotel security. I must say that some of this information surprised me. Something that especially surprised me was learning that mobile devices that are used for business hardly use passwords. The article states, "Amplifying the problem is the sheer number of devices, he added. A company could have tens of thousands of smartphones or laptops in the field at any given point-each a potential gateway to hackers and other criminals." This piece of information is very unsettling to me. How could such valuable information not be protected? The article suggests the solution to this problem is PCI DSS. Terrorism as number two on this list also surprised me because that is not something that would first come to mind for me. The article states that it is ironically on the list for becoming less of an issue. I suppose this reminds hoteliers to never let their guard down when it comes to issues of safety and security within the hotel. However, "skimmers" and liability on this list does not really surprise me. The article suggests that hoteliers be educated about these issues to protect the hotel against them.

On August 17th, 2012 Forbes Magazine wrote about Onity's security breach with hotels room doors that affected over 4 million hotel rooms across the globe. During a security conference, Cody Brocious, a program developer showed how simply he could insert a device into the data port to access hotel rooms. The cost of this device cost him $50 to build. The company responded to the security issues with a two part resolution. To avoid hackers from accessing the data so easily, Onity will be issuing the hotels new caps that will cover the data case on the doors. Onity is also protecting the equipment with obscure torx screws that will enable the hackers from accessing the panel. The second fix is more costly and challenging for Onity. The company has created a new circuit board and firmware that allegedly fix the security issue. However, Onity is asking hotel owners to pay a nominal fee to help with the fix. Onity could face many financial hurtle through the recall of the 4 million door locks that need to be replaced. The security and safety of many travelers are at risk if this issue is not resolved. Companies such as Marriott International, Starwood Hotels and Hilton utilize Onity's key system across the globe (http://en.onity.com/companyprofile/Pages/Hotel-Resort-Worldwide-References.aspx). These companies won't be affected by the cost associated with the fix; however the small and independently owned and operated hotels will be affected. The question Brocious wrote on his blog and I also ask myself; how many hotels will refrain from properly fixing the issue? Are the major corporations such as Marriott and Starwood given each hotel a deadline to complete such project? Since neither company owns the properly, they simply operate the hotel, how much money and how quickly are owner willing to get this issue resolved?

In the article, "Hotel Lock Firm's Security Fix Requires Hardware Changes For Millions Of Keycard Locks," it talks about how Onity has a plan to fix a security flaw that allows hackers to insert a homemade device into the lock and open the door in a matter of second. The only problem with this new plan is that it requires hardware changes to every affected lock and it even might require it customers to pay for it. "Black Hat security conference by Cody Brocious, a Mozilla developer who showed that he was able to insert a device he built for less than $50 into the data port on the underside of Onity's locks, read their memory to find a decryption key, and use it to gain access to the lock's firmware and trigger its open command in a matter of seconds." It seems crazy that hackers can break in so easily, so maybe this expensive security could be worth it in the long run. The company responded with two different parts, first, it's issuing caps that cover the data port Brocious's hack exploited and the second more substantial: Onity will offer its customers new circuit boards and firmware that ostensibly fix the problems. Before reading this article I had no idea that it was so easy for hackers to get into hotel rooms, this really makes you think twice before you decide which hotel you will be staying at!

The hardware of hotel is the locker. This article showed us there is a new key card locker was discovered by Onity's. It is more security but it need to change all the affected lock. It is a lock built for less than $50 into the data port on the underside of the Onity's locks. The company's response to that epic security bug has two parts-a quick fix, and a more rigorous one, both of which it plans to make available by the end of August: First, it's issuing caps that cover the data port Brocious's hack exploited, which can only be removed by opening the lock's case. To further stymie hackers who would try to open the locks and remove that cap, it's also sending customers new, more obscure Torx screws to replace those on the cases of installed locks.The company's response to that epic security bug has two parts-a quick fix, and a more rigorous one, both of which it plans to make available by the end of August: First, it's issuing caps that cover the data port Brocious's hack exploited, which can only be removed by opening the lock's case. To further stymie hackers who would try to open the locks and remove that cap, it's also sending customers new, more obscure Torx screws to replace those on the cases of installed locks. The safe issue became the most important issue of the new products. It will cost more money of each hotel and it is really safe or not is still a question. 

The main point of this scientific report was to demonstrate how e-waste is becoming an issue and why the current structures in place today are simply not enough to overcome this issue. The author goes into detail the common issues with e-waste: hazardous materials being disposed of incorrectly, the side effects e-waste has on human and environmental life, how current infrastructures in 3rd world countries are not able to keep up with the waste load, why certain policies aren't enough and how new techniques such as the ones being applied in Nordic countries may be the answer to the issue. Ultimately the author makes the argument for why it is an issue, how the issue is growing, and presents alternatives on how to better tackle the e-waste issue.

Almost everyone has recently heard of Cody Brocious and his gadget that was implemented and utilized to unlock guest room doors in Onity locking systems. This issue has been recently broadcasted all over the news and has gained the awareness of millions of people, making travelers panic when staying in hotels, and questioning their safety and security. The truth is, behind the issue at hand, travelers have been utilizing hotels and other establishments without being concerned or conscious of their safety, and with some negligence, and lack of attention, they put themselves at risk in numerous different ways. Although Brocious' invention gained the attention of the public, and although he went out of his way to be sure that other hackers out there knew how to replicate the system and how to utilize it to their advantage, enabling hackers to enter guest rooms and steal their personal belongings without their permission, or potentially cause physical harm to a traveler as well. Stated in this article, according to Forbes, the gadget that Brocious invented has proven inconsistent in its effectiveness. That is not to say that it could not eventually be improved, but with the changing in technology, and now the gained awareness, hotels are focusing more intently on ensuring guest security through their technological outlets. Technology affects many aspects of a hotel guest's security - from internet access to credit card information, along with guest room locks and personal identity. The article also suggests numerous ideas for how guests can avoid a lot of problems with their safety in mind, including using secondary security systems on their door, ensuring closure of the room door when leaving he room, as well as never keeping your room number written down with your key. The article also focuses on how utilizing your energy to ensure that your belongings are safe in your room as you would in your own home, is energy more well spent than being concerned about someone

This article was all about the hotel security concerns for 2012. The 5 things the article lists as issues are: IT, terrorism, skimmers, liability and insurance fraud, and finally security as taboo. IT in a concern for hotel security because mobile and cloud technology is becoming very popular. Companies that do not protect their information with passwords are even more at risk. Data protection needs to include end to end management so companies are not just patching the security. Terrorism is another issue that was a concern in 2012. Hotels need to keep staff and travelers knowledgeable about possible threats, but in a way that does not scare them. Campaigns were placed in airports to educate travelers about notifying security upon seeing something suspicious. Another thing that hotel security should be concerned about is skimming. Skimming is a device that catches credit card numbers. Usually there is a need for an inside man for this type of threat. These people usually aren't criminals, but opportunists. Prevention of this in your hotel could be to hire an investigative team man making that known to the employees. This will keep honest people honest. Insurance fraud is one of the greatest business risks and it's the most expensive. Claims could be as small as a guest seeking a free room for stubbing his toe to a drawn out worker's compensation case. Liability is the label that hoteliers are held liable for criminal acts of a third party. Hoteliers should properly educate themselves on these issues and consulting an attorney if necessary. The final issue is security as a taboo. Security should become a part of day to day operations and hoteliers will be better able to address it. Hotel executives should insist their GM's make security a priority. This article was written for the year 2012. I still think that all these issues are relevant in 2013.

This article discusses the advancement in software technology for Hotel Technology Next Generation. HTNG is a self funded nonprofit organization that consist of members from hospitality companies and technology vendors. They have created a few programs that will help hotel management be more efficient when it comes to guest issues. The first program, Intelligent Guest Room Version 2.0, alerts the hotel staff when certain devices in guest rooms are malfunctioning. This will allow the device to be fixed prior to the customer noticing its malfunction which will result in better customer satisfaction, since everything will be operational in their room. They also created Customer Profile Specification Version 3.0 that helps generate guests' profiles. These profiles keep track of any issues the guest has experienced so the management team can assist them and follow up with the issues. Point of Sale 2.0 allows payments to be processed even if the PMS system is down. Being able to still process payments even though system is down will make it easier for the user to work. Hotel management should always be researching and aware of what technology is available for their company.  Incorporating systems that can help provide better customer service will always be a plus for management. The software that HTNG created seems to be well advanced and will definitely be an improvement. 

The article discusses five issues that hotel operations are facing, and how to decrease these issues in regards to data thieves. The first security issue discussed is "Remote Access", the article states "Many hotel operators and franchisors use remote management applications (RMAs)". This enable easy access to manage multiple locations downloads; conduct sales polls, and other systems within multiple companies. A advices to remote control issues are to change vendor default settings, in which you can create unique user IDs and complex passwords. Another advice is to "Configure the RMA", in which users are only allowed to connect to known MAC/IP. I personally don't think that creating a unique ID or account password may solve this issue, but allowing connection capability to a set IP/MAC is a wise intake. Although being able to just connect to a set MAC, will cause a limit on where and when you connect. The second security issue is "Network Security", many transaction volumes are being exposed, brand recognition as well; and that attract hackers. In order to reduce this problem, it is suggested that companies need to install and maintain a fire wall at all time. I agree with this other suggestion which is to Use outside resources to help identify new security vulnerabilities. This is great, because a company will be able to receive an outside outlook in regards to security. The last three issues that are on this list are: Password Management, Wireless Security, and Incident Response Plan. Overall it's evident that any system that has a password requirement is causing a major attraction towards security thieves. The suggestions within this article are great, but from my observation; many companies will have to put in time to track and monitor their systems. Systems can't allow to be left open without monitoring, and the internet is a lead way to all this, so any system that requires the internet must be monitored, and protected.

Technology enables service. That's the idea, anyway. In the hotel industry, thousands of companies worldwide provide hundreds of software applications to help hotels and hotel companies manage operations to provide better guest service. However, the hospitality industry continues to find itself targeted for damaging data compromise events by hackers. There are some good ways to decrease the attack of hackers. For example, Remote Access, many hotel operators and franchisors use remote management applications (RMAs).  Their ease of use in managing multiple locations makes them ideally suited to disseminate business downloads, conduct sales polls or survey inventory. RMAs are often packaged from vendors with default or blank passwords. Creating unique user IDs and complex passwords can reduce the risk of data compromise and help facilitate compliance with the Payment Card Industry Data Security Standards (PCI DSS). Another example is about Network Security, transaction volume, brand recognition and the potential for sensitive data retention are all factors that make hotels (particularly franchise networks) juicy targets for hackers seeking to exploit insecure networks via the Internet. The hotel can install and maintain a firewall at all times.  Disabling a firewall can put a business at heightened risk of Internet attacks and potential system compromise.

This article goes into depth explaining how technology affects the world that surrounds us. Although technology brings so many good things to our lives, and allows the world to constantly evolve, there are of course harmful things that come along with it. It can affect air quality, the quality of water, land, etc. Over all affecting the quality of life for those affected by this issue. As we evolve with technology, it becomes more of a issue to maintain and to properly dispose of systems no longer being used. This article describes different advancements that are being made in to help resolve this issue.

RateGain is a company that offers services that allow hospitality establishments to retain a "seamless" distribution with central reservations systems, global distribution systems, and property management systems. RateGain claims to enhance growth and offer support for revenue management decisions. Utilizing a central reservations system, a global distribution system, and the property management system, from a hotel standpoint, seems like you are gaining a ton of additional business and additional rooms sold. But what happens when the hotel sells out, and the inventory continues to flow in, overselling the hotel, upsetting the guests and creating an angry mob in front of the front desk, blaming the hotel for the issue instead of the lack of seamless communication between all of these systems providing this revenue? That is where a service such as RateGain comes in handy. This article focuses on the issues that have been identified regarding electronic distribution, including updating multiple system with rates and availability, manual entries, lack of synchronization between the systems, non-delivery complications with reservations and information, and lack of information provided by the source channel. Rate Gain notes these challenges and focuses on ways to improve and bridge the gaps between the services, to provide a seamless revenue gaining opportunity for an establishment. The article continues to explain how their RG Bridge implementation enhances these systems and eliminates these issues utilizing two way connectivity and allowing the hotel employee to work with channels to generate demand. It also states that they customize each connection to live up to the expectations and needs of the hotel, so that nothing will be lost or not understood. This service is a great investment for a company that continues to have these communication issues with their systems. Sometimes with the lack of communication between the global distribution system, the pr

This article talks about 7 tech issues to keep your GM up at night which are convergence, reputation management and review tracking, bandwidth, PCI compliance, in-room technology, technology and ADA, in-room television. In my opinion, as a hotelier, he or she should stand both on manager and guest position to consider operate a hotel. From a manager view, they are trying to make maximum profit with minimum cost. The profit comes from comfortable environment, convenient electronic devices, considerate human interaction. Those 7 tech issue provide a detailed list about how to improve hardware in hotel to reach a cozy and speedy living environment goal. From a guest view, they are trying to gain more delight experience with less expenditure. The devices that hotel provided and service that they rendered lead guests into a homelike place. So those 7 tech issues are beneficial for both two sides.

According to this article, the IRS is considering changing the way Automatic gratuities are processed in restaurants. Often when gratuity is included, more than one issue arises. Parties tend to not leave additional tips and there is also an issue with what if a customer wants to leave less than the automatic 15 or 18 percent tip? Bennet Ackerman, owner of a Melting Pot in Indianapolis, says that "some servers tend to get a little lazy when they know they already have that automatic gratuity." If a large party is given a check of $200, some parties will tip $20. If gratuity was included, they would receive anywhere from 30-40. After tip out to the bartender, hosts and other support staff, the server is actually making about a 6% tip off of that table. I agree that with large parties, the reward sometimes does not pay off, no pun intended. More money can be made off of smaller parties, and the turn over rate is faster. Some restaurants are doing away with automatic gratuity, and instead, they are adding suggested tip amounts at the bottom of the check. This, will at the very least, give the guests dining, a reference guide. The issue at hand here is whether or not to consider the automatic gratuity as a tip for a server, or as a service charge. This will greatly affect taxes at the end of the year and budgeting for the employees. With the economy the way it is, servers and other tipped workers are seeing less tips. The issue is of great concern for restaurants and come January 1st, there may be some very unhappy employees as well as restaurant owners.

This article explains the five key issues with hotel cybersecurity. Hotels have to address a lot of issues with cyber security but this article is able to narrow it down to the top five. The article mentions compliance, credit cards, informed responses to attacks and that credit cards are not the only risks that we have to worry about. Those who work in hotels must realize that it is their duty to protect not only the hotels information but also the information of the guests.

This article includes 5 security risks (including technology related and not) common in the hospitality industry, as well as some specific examples and ways to avoid those issues. It was written in July of 2022 and as a result is likely relevant today. Although not all of the security issues are technology related, I posted this article because I believe that all of them can at least be addressed by incorporating technology. For example, unauthorized visitors can be addressed through increased camera and scanning technology to identify visitors that may have poor intentions entering the premises.

5 Common Security Issues in the Hospitality Industry

In the article, "Online-first event planning: Leave the bagels, keep the connectivity," it talked about global conversations facilitated by online engagement that have an in-person conversation or presentation at its core. When the company decided to live stream their events, their attendance nearly doubled just by using the ICCM's webcast. "International organizations that focus on issues such as open governance and transparency often fail to lead by example on these issues, holding conferences that are limited to small audiences, and comprised only of individuals who can afford the time and airfare necessary to be in attendance." Overall they believe that this tool is a great way for social change. This is an effective way to share information with others at a low cost way.

This article focuses on sustainability and methods in which technology is utilized to conserve energy and waste, while also not hindering the guest experience. Hotels, similar to the Salvatore Grand Hotel, have began implementing systems such as the Verve Living System, by Zeno Controls, LLC, that provide wireless connections to the heating, ventilation, and air conditioning system, as well as the lighting in the guest room. It utilizes sensors to activate such amenities, and enables the guest to enter the room, place their key card into a slot, and it will begin to adjust to the preferred temperature and the preferred lighting levels. Once the key card is removed, such as when the guest is leaving the room, after a very short delay, it sends a signal that verifies the room is unoccupied, and turns off these energy-consuming items in the room. Many guests, when staying in hotels, do not consider turning off their lights or air conditioning when they leave the room, and simply leave everything running. They do not realize the impact this has not only on costs for the hotel itself, but also the impact that it has on energy consumption and sustainability. With the growing awareness of being "green", guests are focusing more and more on conservation, however, they may still be slacking in these areas, leaving things on, being absent minded. This system will allow guests to not have to worry about such tasks, and controls the system of turning these items off for them, adding convenience for the guest who is environmentally conscious. I have personally seen a similar system being used in a hotel room, and thought it was a great idea, and an amazing way to control costs and eliminate waste of resources. It is also very surprising to read that the Verve Living System detects low battery levels, constant occupancy, problems with room connectivity, and rooms that are not communicating with the hotel PMS or other systems. This enables the maintenance team of a hotel to fun

As mobile devices become more advanced, particularly cell phones and tablet devices, more pressure to keep up with mobile and social trends is placed on the hospitality industry. People are using their mobile devices more now than they have in the past. So much so, that "two thirds of Americans sleep with their mobile device in range, something we cannot say about desktops". A world of information is at your fingertips because of the capability of mobile devices. Information that can help us make decisions about anything. Even last-minute decisions about hotels and food. More people are using their mobile devices to book rooms and many of the people that do this, are booking a hotel for the same night. The fact most of the people who do this are under 30 means that it is very likely that this trend will increase. People are expecting the technology to be there so that they can pick a hotel and a restaurant to go to if they are unfamiliar with a city. They are expecting a hotel chain to have a mobile site or better yet an "app" that will not only allow them to book a room, but, one that will give them directions from where they are to the hotel. The same can be said for restaurants. Potential customers want to be able to look over the menu and determine if they want to come to the restaurant, all from their mobile device. Mobile guests are also using customer review sites to determine where they will lodge or dine. They are using sites like TripAdvisor which allows you to post comments about your stay. The sight even allows the guests to post pictures. "Customer reviews are also important to the hotel industry, but the jury is still out on exactly how hotels should react with people who post reviews." It is always great when a guest posts a positive review of the hotel, but imagine how one bad stay could tarnish a hotels reputation. And what if there are cleanliness issues that the guest can photograph and upload to the site? Exactly what to do in this type of e

Earlier his week I learned about Proximity Marketing and I am not certain if I like the idea.  According to this article written by Romanov, Proximity Marketing "combines the digital and physical worlds in a new way, offers many advantages to both consumers and retailers. It's an agile ad strategy that allows merchants to make changes on the fly to improve message effectiveness and reach sales targets on specific items. It provides amazing consumer insights." Sounds like a great concept; it uses mobile devices, which most people have, to send an alert once shoppers are within range advising that bargains are available.  The consumer then has the choice to accept (or not) the message, which could be a simple discount or even an interactive game.  The consumer's privacy is protected as it is at no cost to them.  This can potentially increase retailer sales, at a lower costs, and produces data on consumer buying habits.  Win-Win. The issue I have with this is the overall multitude of alerts received from various retails.  I am not concerned about privacy issues; it is more of an annoyance issue. 

I actually like this idea because I shop aimlessly. When I'm in the radius of a sale I get excited!!. It makes it easy to choose which store I will go into. It will be great if you can turn the alert on and off. On days I'm not shopping I don't want the alerts to go off. That can be distracting and annoying.

This article discusses the security issues with room keys. These hotel locks will not open with cards that are read as duplicates or duplicatable. The locking mechanism has been specifically designed to alert the front desk and secuirty departments in the event these locks are tampered with. I'm sure at one point or another we have all experimented with our room key and tried to open other doors. A system like this will prevent activity like that.

This article talk about the issue that hotel are having with their security system lock for guest room. These cards are easy to duplicate. The new system will alert front desk or security if the lock has been tampered with. Other alarms include detecting that a door is forced open 'mule tool' instruction when a door is open from the inside handle without an occupant in the room.

This article discusses the current state of hotel lock safety. Monitoring safety has changed as these locks become more automated. The article states that, "Hotel Management corresponded with Tim Shea, president of ASSA ABLOY Hospitality, for ways in which vendors are keeping hotel locks secure." Through VingCard Elsafe's locks, hotel security and safety has increased. VingCard says, "Our Classic magstripe locks do not store critical security information within individual locks, such as master key information, and any service device must authenticate itself through diversified encryption methods to gain access to the lock software." This is just one of the ways the locks increase security. The article also states that the system is cost-effective for hoteliers.