In the hospitality industry, where guest experience is paramount, a seamless recovery from a cyber incident is not just a technical challenge—it’s a test of operational readiness. Hotels are unique in that they are not just businesses; they are homes, workplaces, and safe havens for travelers. A cyber event impacts not only internal systems but also the guest experience and overall safety, which is why hotels must engage in operations-focused tabletop exercises to ensure resilience.
Understanding the Guest Impact During System Outages
When systems go down, the guest experience can be immediately and profoundly affected. Imagine a traveler arriving at their hotel only to find that their room key cannot be issued because of a system outage. Or worse, consider the implications if elevators stop functioning or emergency systems are compromised. The recent MGM Resorts cyberattack earlier this year brought these challenges to light. Guests experienced disruptions ranging from locked doors to nonfunctional booking systems, highlighting the critical need for rapid, operations-driven recovery strategies.
Prioritizing Life Safety and Critical Systems
In any outage scenario, life safety must be the top priority. Hotels need robust plans to ensure critical systems, such as electronic door locks, emergency alarms, and communication channels, are restored as quickly as possible. These are not just conveniences—they are lifelines. The MGM incident underscored the importance of prioritizing these systems, as they are essential for both guest safety and maintaining trust in the brand.
Commitment to Cyber Resilience
We recognize the importance of being prepared for the unexpected. This year, we held one of our tabletop exercises at a major downtown hotel in Charlotte, with exceptional participation from our teams. The event brought together operational leaders, cybersecurity experts, and executive teams to test and refine our incident response plans. By focusing on realistic scenarios, we were able to identify strengths and areas for improvement, all while keeping the guest experience at the forefront of our discussions.
This commitment goes beyond a single event. We view cybersecurity as a continuous journey. Each tabletop builds on the last, enhancing our readiness and ensuring that we are equipped to handle whatever challenges come our way. We are proud of the dedication shown by our teams and are already planning future exercises to further solidify our resilience.
The Future of Operational Tabletop Exercises
As the hospitality industry becomes increasingly digital, the need for operations-focused tabletop exercises will only grow. These exercises provide a unique opportunity to simulate real-world scenarios, understand their impact on guests and operations, and develop actionable strategies for recovery. For hotels, this isn’t just about IT—it’s about protecting your brand, ensuring safety, and delivering the exceptional experiences that guests expect, even in the face of adversity.
By embracing this proactive approach, hotels can not only mitigate the risks of cyber events but also strengthen their reputation as trusted, resilient hosts in an unpredictable world.
Our commitment to cybersecurity resilience is a testament to the industry’s ability to adapt and overcome. As we continue to plan future tabletop exercises, we encourage other organizations in hospitality to prioritize these crucial preparations, ensuring a safe and seamless experience for every guest.