As we head into one of the busiest holiday travel seasons on record, our security team wants to share some critical guidance. With over 115 million Americans expected to travel between Thanksgiving 2024 and January 1, 2025, including 7.5 million air travelers—hotels like yours will face a massive influx of guests. During this period, cybercriminals know hotel staff are under immense pressure to deliver seamless service, and phishing attacks will ramp up, seeking to exploit the fast pace and high volume of digital transactions.

Why Hotels Are Targets

Hotels manage sensitive guest data, including Personally Identifiable Information (PII) and Payment Card Information (PCI), and travel history which makes them uniquely attractive to cybercriminals. Phishing attacks, disguised as legitimate emails, such as reservation confirmations or vendor communications, aim to trick staff into unknowingly handing over access to your systems. With your team juggling so many tasks, the risk of these attacks slipping through unnoticed increases.

QR Code Risks

QR codes are a convenient tool for contactless services like check-ins, menus, and Wi-Fi access. But during busy periods, attackers can replace legitimate codes with malicious ones, leading guests to phishing websites where their data can be stolen. With guests and staff scanning these codes frequently, it’s critical to ensure the integrity of the codes you’re using. Preview the URL with your QR scanner before clicking through.

AI and Phishing Threats

The rise of Artificial Intelligence (AI) is changing the game for phishing. Cybercriminals are using AI to generate highly convincing emails that mimic real communications—adjusting language, tone, and even timing based on recipient behavior. These AI-driven attacks are increasingly difficult to spot, especially during high-traffic times when hotel staff might be rushing through tasks. Staying vigilant against this evolving threat is crucial.

Reducing the Risk of Phishing Attacks

Comprehensive Staff Training: Staff awareness is your first line of defense. Regular phishing simulations and training sessions will help your team learn to spot phishing attempts. Encourage them to be cautious with emails that request sensitive data, particularly those related to guest payments or vendor orders. Phishing emails often include subtle red flags like unusual grammar or requests for unexpected actions—training helps staff recognize these.

Implement Multi-Factor Authentication (MFA): Implementing MFA across your systems adds a critical layer of protection. Even if a phishing attack compromises login credentials, MFA ensures that an additional verification step (like a mobile code) is required, significantly reducing the chances of unauthorized access.

Secure QR Code Usage: QR codes should only be deployed in secure, monitored environments. Periodically rotate them, and educate your guests to only scan codes from trusted, official hotel communications. By being proactive about QR code security, you can prevent tampering and reduce the risk of malicious code scans.

AI-Based Threat Detection: Just as attackers use AI offensively, you can deploy AI-based threat detection to monitor your email traffic. These systems analyze communication patterns, flagging anything suspicious before it reaches your employees. This proactive approach can help neutralize phishing attacks at the source.

Raising Guest Awareness: Phishing isn’t just a risk for staff—it can also target your guests. By educating them on how to identify phishing attempts (e.g., avoiding suspicious links and verifying communications), you can minimize the chance of them inadvertently handing over sensitive data. Including simple security tips in check-in materials or pre-arrival communications can go a long way.

Vigilance Is Key

As you prepare for this holiday season, remember that cybersecurity is just as critical as the guest experience. By combining comprehensive employee training, secure digital practices, and increased guest awareness, your hotel can deliver exceptional service while keeping guest data and hotel operations safe from cyber threats.

This season, let’s prioritize both security and service to ensure smooth, safe, and successful operations during the busiest travel time of the year. Stay vigilant, stay protected.