The hospitality sector has embraced consumer-facing technology. Chatbots, AI, robotics – such as Hilton’s robot concierge, Connie, which hit the headlines in 2016 – the IoT (Internet of Things), recognition technology, virtual reality, augmented reality, automation, voice search and virtual concierge are just some of the developments being adopted.
The operational challenge
The operational efficiencies and enhanced customer experiences supported by these developments create a competitive advantage. However, survival also depends on in-house teams’ ability to keep up with changes. Management teams and front-of-house staff alike need to be familiar with the tools and their functions, as well as the associated information security landscape.
Most technology providers now offer Cloud-based solutions that allow for easy integration with other providers. These ensure that data can flow easily between systems while also offering a more flexible approach to forward planning that can be adapted to suit evolving requirements. They also offer other compelling benefits, such as unlimited data storage, encryption, technical support and reduced demand for internal hardware.
With so much personal data collected and used to inform business decisions, it’s vital that your team has the necessary understanding of cyber and information security.
Areas for consideration
The following are the key areas that need to be considered as more technologies are adopted:
- GDPR(General Data Protection Regulation)
- PECR (the Privacy and Electronic Communications Regulations)
- PCI DSS (Payment Card Industry Data Security Standard)
- Penetration testing
- Information security
- BCM (business continuity management)
Beyond the baseline of regulatory compliance in relevant areas there isn’t a one-size-fits-all approach that can be applied to organisations. Instead, each organisation needs to understand its own operations – and risk appetite – and plan accordingly.
Supporting products and services
If you would like to discuss your situation, email us and one of our team will get in touch. The future is exciting, but we are also entering the unknown. Take steps now to ensure you’re prepared for whatever comes next.