Hospitality unions have spent a decade fighting to protect workers, bu - 1 views
www.fastcompany.com/...meant-to-protect-hotel-workers
hospitality workers cloud-based systems employee safety wireless networks Software solution legislation
shared by artandmer on 25 May 22
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cheap gadgets might bring new problems
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The hospitality industry is in the process of introducing remote panic buttons in an effort to address the widespread issue of violence and sexual assault against hotel staff
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20,000 hotel properties in Canada and the United States have committed to providing an estimated 1.2 million employees with Employee Safety Devices
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all housekeeping staff to carry a panic button device on them at all times
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low-quality versions of the technology that pose significant privacy and security risks to the people who carry them. Weak password protections and a lack of encryption leave users vulnerable to cyberattacks, which could render the devices unusable—or, worse, be used to invade hotel employees’ privacy
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58% of hotel workers and 77% of casino workers have been sexually harassed by a guest. Nearly half have had guests answer the door naked or expose themselves, and nearly 15% have been cornered.
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casino giants MGM Resorts International and Caesars Entertainment agreed to equip nearly 38,000 hotel staff with safety devices during contract negotiations
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the CEOs of a number of major hotel chains—including Hilton, Hyatt, IHG, Marriott, and Wyndham—joined the pledge
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Safe but insecureThe discovery of vulnerabilities in certain versions of this technology may pose a potential challenge
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lack of encryption that compromised the device’s security
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the software powering the tracker was hosted on a cloud-based service, which it used to communicate with a mobile application. But the cloud software didn’t require any authorization. A hacker could connect to the service and “instruct any tracker in the world to do things,” he explains.
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Among the vulnerabilities a hacker could exploit are the ability to see the real-time location of users and to gain access to built-in microphones and cameras
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That poses a problem for the hotel industry, Hron believes, because establishments not bound by union or legislative requirements may buy inferior devices without vetting them properly, merely to satisfy new regulations. “Each hotel is buying these devices themselves—it’s not like some central authority is giving these devices to hotels,” he says. “My guess is [some are] going to buy a cheap device, and in this case, it’s pretty reasonable to think that there aren’t any analysts doing security checks on them.”
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The lack of clear legislation also leaves workers vulnerable in jurisdictions that don’t explicitly ban employers using the devices to track the movements of hotel staff
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technology isn’t capable of real-time tracking because it runs on WiFi and Bluetooth Low Energy, or BLE, and only transmits a signal when activated. Other devices that utilize GPS or WiFi connectivity, however, have the ability to transmit real-time location data on an ongoing basis
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“The technology has to work every time, but the product only works if the right policies, procedures, and personnel are put in place that allow the system to function as a system
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While the initial reason for the solution was to address sexual assault, there are other things that happen to housekeepers in hotel rooms as well,” says Ogle. “We’ve had team members that have had medical issues themselves, or found guests in rooms with medical conditions that were asking for assistance
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Providing precise location data to first responders in the event of an emergency actually has the potential to save lives, but the technology will only be adopted if users believe it is being used appropriately
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The major hotel chains are influencing legislation and also now requiring employee safety devices (ESDs) to make the workplace safer for employees (i.e. room service attendants or housekeepers) who find themselves alone in guest rooms with ill-intentioned guests. ESDs can also be appropriate for large resorts with beach personnel, activities personnel, or other positions that find themselves in enclosed, or remote areas with less security. Not every hotel has a security department that can constantly monitor cameras and ESDs. Will these devices present more strain on hotel wireless networks? That depends. Hoteliers need to consider whether these devices will be provided by or monitored through their keylock vendor, through their guest room entertainment vendor, or through a wireless provider. Could there be a benefit to an ESD interface with the PMS? I'm not finding an obvious answer. Hotels, varying in room count, are providing ESDs that range from whistles to wireless to BLE or RFID enabled. Hotel owners and management companies have the responsibility to research the most appropriate solution for their hotel without undermining the safety and privacy of their employees and their hotel networks.
