Role of Cyber Security in the Hospitality Industry
Introduction
The hospitality industry is noted to be one of the industries most influenced by technology. Hotels, restaurants, and travel services are increasingly reliant on digital technologies to automate core operations and customer interactions. The shift to electronic modes of conducting business has made the industry a popular target for cyber threats. In light of increasing cyber threats, safeguarding personal and sensitive personal data on the part of the hospitality industry becomes significant not only from a customer standpoint but also from an organisational and legal perspective.
Role of cybersecurity in the hospitality industry
A hospitality industry-based entity (“HI entity”) deploys several technologies not only to automate operations but to also deliver excellent customer experiences. Technologies such as IoTs that enable smart controls in rooms, Point-of-Sale systems that manage reservations, Call Accounting Systems that track and record customer calls, keyless entry systems, and mobile apps that facilitate easy booking and service requests are popularly used in addition to operative technologies such as Property Management Systems, Hotel Accounting Systems, Local Area Networks (LAN).{1} These technologies collect vast volumes of data daily due to the nature of operations. Such data necessarily includes personal information such as names, addresses, phone numbers, email IDs etc. and sensitive information such as gender, bank account and payment details, health information pertaining to food allergens etc. Resultantly, the breach and loss of such critical data impacts customer trust and loyalty and in turn, their retention within the business. Lack of adequate cybersecurity measures also impacts the reputation and goodwill of an HI entity since customers are more likely to opt for establishments that prioritise the protection of their data. In 2022, cybercriminals syphoned 20GB of internal documents and customer data from Marriott Hotels, which included credit card information and staff information such as wage data, corporate card number and even a personnel assessment file. A much larger breach was seen in 2018, where 383 million booking records and 5.3 million unencrypted passport numbers were stolen from Marriott’s servers.{2}
Cybersecurity is also central to safeguarding trade secrets and key confidential trade information. An estimate of US $6 trillion per year on average amounts to losses generated from cybercrimes.{3} The figure, however, does not include the cost of breach, expenses related to incident response, legal fees, regulatory fines etc which may be significantly higher for a HI entity when loss of potential profits is factored in.
Cybersecurity is also central from a legal standpoint. Legal provisions in various jurisdictions mandate the protection of guest data. In India, the Digital Personal Data Protection Act 2023, imposes a penalty of up to Rs. 50 Crores on a breach in observing obligations to take reasonable security safeguards to prevent personal data breach.{4} Similarly, the General Data Protection Regulation (GDPR) of the European Union also has guidelines for protecting personal data. Several other industry-specific rules, such as those pertaining to consumer protection, may also be applicable.
Breaches and Mitigation
There are several kinds of cyber security threats faced by an HI entity. “Fake Booking” is a popular method of cyber attack, whereby attackers build and design a website that is modelled exactly after the hotel’s legitimate website. Many customers end up using such malicious phishing websites thereby exposing their personal and sensitive personal data to threats. Additionally, the provision of free wifi within hotel premises, usually accessible freely to the public, implies that a malicious actor may introduce viruses and updates bearing malware. Other common cyber threats include denial of service (DoS) attacks, supply chain attacks, ransomware threats, SQL injection attacks (a type of attack where malicious code is inserted into a database to manipulate data and gain access to information), buffer overflow or buffer overrun (when the amount of data exceeds its storage capacity, implying that the excess data overflows into other memory locations and corrupt or overwrites data in those locations).
One of the best ways to manage data breaches is to leverage newer technologies that operate on a “privacy by design” model. An HI entity must deploy web application firewalls (WAF) that differ from regular firewalls since they can filter the content of specific web applications and prevent cyber attacks. Another method to safeguard data is by deploying a digital certificate which binds a message/instruction to the owner/generator of the message. This is useful in preventing any false claims fraud by customers. Digital certificates may be deployed on distributed ledger technologies such as blockchain, that are noted for their immutability, transparency and security. Self-sovereign identities or Identifiers (SSI) are also a security use-concept of blockchain whereby individuals own and control their personal data, thereby eliminating reliance on central authorities.{5} In the hospitality industry, SSIs enhance cybersecurity by securely storing identity-related information on a decentralised network, thereby reducing the risk of data breaches. Users can selectively share their information, ensuring privacy and minimising data exposure. This approach not only protects guests' personal details but also streamlines authentication processes, making interactions safer and more efficient.
From a less technical standpoint, cybersecurity insurance may be opted for by a hotel to secure themselves and customer information against breach. Through such insurance, a hotel may cover the liability that arises from breaches caused by both first- and third-party actions.{6} Additionally, Payment Cards Industry Data Security Standards should be adhered to, since these standards ensure that businesses should apply best practices when processing credit card data through optimised security. Employee training and upskilling in basic, practical cybersecurity measures and good practices is also a critical component of a comprehensive cybersecurity strategy.
References:
- [1] The Growing Importance of Cybersecurity in the Hospitality Industry”, Alfatec, 11 September 2023 https://www.alfatec.ai/academy/resource-library/the-growing-importance-of-cybersecurity-in-the-hospitality-industry
- [2] Vigliarolo, Brandon, “Marriott Hotels admit to third data breach in 4 years”, 6 July 2022 https://www.theregister.com/2022/07/06/marriott_hotels_suffer_yet_another/#:~:text=In%20the%20case%20of%20the,of%20an%20individual%20organization%20ever.
- [3] Shabani, Neda & Munir, Arslan. (2020). A Review of Cyber Security Issues in the Hospitality Industry. 10.1007/978-3-030-52243-8_35. https://www.researchgate.net/publication/342683038_A_Review_of_Cyber_Security_Issues_in_Hospitality_Industry/citation/download
- [4] The Digital Personal Data Protection Act 2023 https://www.meity.gov.in/writereaddata/files/Digital%20Personal%20Data%20Protection%20Act%202023.pdf
- [5] “What is self-sovereign identity?”, Sovrin, 6 December 2018 https://sovrin.org/faq/what-is-self-sovereign-identity/
- [6] Yasar, Kinza, “Cyber Insurance”, Tech Target https://www.techtarget.com/searchsecurity/definition/cybersecurity-insurance-cybersecurity-liability-insurance
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Introduction
Digitalisation presents both opportunities and challenges for micro, small, and medium enterprises (MSMEs) in emerging markets. Digital tools can increase business efficiency and reach but also increase exposure to misinformation, fraud, and cyber attacks. Such cyber threats can lead to financial losses, reputational damage, loss of customer trust, and other challenges hindering MSMEs' ability and desire to participate in the digital economy.
The current information dump is a major component of misinformation. Misinformation spreads or emerges from online sources, causing controversy and confusion in various fields including politics, science, medicine, and business. One obvious adverse effect of misinformation is that MSMEs might lose trust in the digital market. Misinformation can even result in the devaluation of a product, sow mistrust among customers, and negatively impact the companies’ revenue. The reach of and speed with which misinformation can spread and ruin companies’ brands, as well as the overall difficulty businesses face in seeking recourse, may discourage MSMEs from fully embracing the digital ecosystem.
MSMEs are essential for innovation, job development, and economic growth. They contribute considerably to the GDP and account for a sizable share of enterprises. They serve as engines of economic resilience in many nations, including India. Hence, a developing economy’s prosperity and sustainability depend on the MSMEs' growth and such digital threats might hinder this process of growth.
There are widespread incidents of misinformation on social media, and these affect brand and product promotion. MSMEs also rely on online platforms for business activities, and threats such as misinformation and other digital risks can result in reputational damage and financial losses. A company's reputation being tarnished due to inaccurate information or a product or service being incorrectly represented are just some examples and these incidents can cause MSMSs to lose clients and revenue.
In the digital era, MSMEs need to be vigilant against false information in order to preserve their brand name, clientele, and financial standing. In the interconnected world of today, these organisations must develop digital literacy and resistance against misinformation in order to succeed in the long run. Information resilience is crucial for protecting and preserving their reputation in the online market.
The Impact of Misinformation on MSMEs
Misinformation can have serious financial repercussions, such as lost sales, higher expenses, legal fees, harm to the company's reputation, diminished consumer trust, bad press, and a long-lasting unfavourable impact on image. A company's products may lose value as a result of rumours, which might affect both sales and client loyalty.
Inaccurate information can also result in operational mistakes, which can interrupt regular corporate operations and cost the enterprise a lot of money. When inaccurate information on a product's safety causes demand to decline and stockpiling problems to rise, supply chain disruptions may occur. Misinformation can also lead to operational and reputational issues, which can cause psychological stress and anxiety at work. The peace of the workplace and general productivity may suffer as a result. For MSMEs, false information has serious repercussions that impact their capacity to operate profitably, retain employees, and maintain a sustainable business. Companies need to make investments in cybersecurity defence, legal costs, and restoring consumer confidence and brand image in order to lessen the effects of false information and ensure smooth operations.
When we refer to the financial implications caused by misinformation spread in the market, be it about the product or the enterprise, the cost is two-fold in all scenarios: there is loss of revenue and then the organisation has to contend with the costs of countering the impact of the misinformation. Stock Price Volatility is one financial consequence for publicly-traded MSMEs, as misinformation can cause stock price fluctuations. Potential investors might be discouraged due to false negative information.
Further, the reputational damage consequences of misinformation on MSMEs is also a serious concern as a loss of their reputation can have long-term damages for a carefully-cultivated brand image.
There are also operational disruptions caused by misinformation: for instance, false product recalls can take place and supplier mistrust or false claims about supplier reliability can disrupt procurement leading to disruptions in the operations of MSMEs.
Misinformation can negatively impact employee morale and productivity due to its physiological effects. This leads to psychological stress and workplace tensions. Staff confidence is also affected due to the misinformation about the brand. Internal operational stability is a core component of any organisation’s success.
Misinformation: Key Risk Areas for MSMEs
- Product and Service Misinformation
For MSMEs, misinformation about products and services poses a serious danger since it undermines their credibility and the confidence clients place in the enterprise and its products or services. Because this misleading material might mix in with everyday activities and newsfeeds, viewers may find it challenging to identify fraudulent content. For example, falsehoods and rumours about a company or its goods may travel quickly through social media, impacting the confidence and attitude of customers. Algorithms that favour sensational material have the potential to magnify disinformation, resulting in the broad distribution of erroneous information that can harm a company's brand.
- False Customer Reviews and Testimonials
False testimonies and evaluations pose a serious risk to MSMEs. These might be abused to damage a company's brand or lead to unfair competition. False testimonials, for instance, might mislead prospective customers about the calibre or quality of a company’s offerings, while phony reviews can cause consumers to mistrust a company's goods or services. These actions frequently form a part of larger plans by rival companies or bad individuals to weaken a company's position in the market.
- Misleading Information about Business Practices
False statements or distortions regarding a company's operations constitute misleading information about business practices. This might involve dishonest marketing, fabrications regarding the efficacy or legitimacy of goods, and inaccurate claims on a company's compliance with laws or moral principles. Such incorrect information can result in a decline in consumer confidence, harm to one's reputation, and even legal issues if consumers or rival businesses act upon it. Even before the truth is confirmed, for example, allegations of wrongdoing or criminal activity pertaining can inflict a great deal of harm, even if they are disproven later.
- Fake News Related to Industry and Market Conditions
By skewing consumer views and company actions, fake news about market and industry circumstances can have a significant effect on MSMEs. For instance, false information about market trends, regulations, or economic situations might make consumers lose faith in particular industries or force corporations to make poor strategic decisions. The rapid dissemination of misinformation on online platforms intensifies its effects on enterprises that significantly depend on digital engagement for their operations.
Factors Contributing to the Vulnerability of MSMEs
- Limited Resources for Verification
MSMEs have a small resource pool. Information verification is typically not a top priority for most. MSMEs usually lack the resources needed to verify the information and given their limited resources, they usually tend to deploy the same towards other, more seemingly-critical functions. They are more susceptible to misleading information because they lack the capacity to do thorough fact-checking or validate the authenticity of digital content. Technology tools, human capital, and financial resources are all in low supply but they are essential requirements for effective verification processes.
- Inadequate Digital Literacy
Digital literacy is required for effective day-to-day operations. Fake reviews, rumours, or fake images commonly used by malicious actors can result in increased scrutiny or backlash against the targeted business. The lack of awareness combined with limited resources usually spells out a pale redressal plan on part of the affected MSME. Due to their low digital literacy in this domain, a large number of MSMEs are more susceptible to false information and other online threats. Inadequate knowledge and abilities to use digital platforms securely and effectively can result in making bad decisions and raising one's vulnerability to fraud, deception, and online scams.
- Lack of Crisis Management Plans
MSMEs frequently function without clear-cut procedures for handling crises. They lack the strategic preparation necessary to deal with the fallout from disinformation and cyberattacks. Proactive crisis management plans usually incorporate procedures for detecting, addressing, and lessening the impact of digital harms, which are frequently absent from MSMEs.
- High Dependence on Social Media and Online Platforms
The marketing strategy for most MSMEs is heavily reliant on social media and online platforms. While the digital-first nature of operations reduces the need for a large capital to set up in the form of stores or outlets, it also gives them a higher need to stay relevant to the trends of the online community and make their products attractive to the customer base. However, MSMEs are depending more and more on social media and other online channels for marketing, customer interaction, and company operations. These platforms are really beneficial, but they also put organisations at a higher risk of false information and online fraud. Heavy reliance on these platforms coupled with the absence of proper security measures and awareness can result in serious interruptions to operations and monetary losses.
CyberPeace Policy Recommendations to Enhance Information Resilience for MSMEs
CyberPeace advocates for establishing stronger legal frameworks to protect MSMEs from misinformation. Governments should establish regulations to build trust in online business activities and mitigate fraud and misinformation risks. Mandatory training programs should be implemented to cover online safety and misinformation awareness for MSME businesses. Enhanced reporting mechanisms should be developed to address digital harm incidents promptly. Governments should establish strict penalties for deliberate inaccurate misinformation spreaders, similar to those for copyright or intellectual property violations. Community-based approaches should be encouraged to help MSMEs navigate digital challenges effectively. Donor communities and development agencies should invest in digital literacy and cybersecurity training for MSMEs, focusing on misinformation mitigation and safe online practices. Platform accountability should be increased, with social media and online platforms playing a more active role in removing content from known scam networks and responding to fraudulent activity reports. There should be investment in comprehensive digital literacy solutions for MSMEs that incorporate cyber hygiene and discernment skills to combat misinformation.
Conclusion
Misinformation poses a serious risk to MSME’s digital resilience, operational effectiveness, and financial stability. MSMEs are susceptible to false information because of limited technical resources, lack of crisis management strategies, and insufficient digital literacy. They are also more vulnerable to false information and online fraud because of their heavy reliance on social media and other online platforms. To address these challenges it is significant to strengthen their cyber hygiene and information resilience. Robust policy and regulatory frameworks are encouraged, promoting and mandating online safety training programmes, and improved reporting procedures, are required to overall enhance the information landscape.
References:
- https://www.dai.com/uploads/digital-downsides.pdf
- https://www.indiacode.nic.in/bitstream/123456789/2013/3/A2006-27.pdf
- https://pib.gov.in/PressReleaseIframePage.aspx?PRID=1946375
- https://dai-global-digital.com/digital-downsides-the-economic-impact-of-misinformation-and-other-digital-harms-on-msmes-in-kenya-india-and-cambodia.html
- https://www.dai.com/uploads/digital-downsides.pdf
Executive Summary:
The claim of a video of US President Joe Biden dozing off during a television interview is digitally manipulated . The original video is from a 2011 incident involving actor and singer Harry Belafonte. He seems to fall asleep during a live satellite interview with KBAK – KBFX - Eyewitness News. Upon thorough analysis of keyframes from the viral video, it reveals that US President Joe Biden’s image was altered in Harry Belafonte's video. This confirms that the viral video is manipulated and does not show an actual event involving President Biden.
Claims:
A video shows US President Joe Biden dozing off during a television interview while the anchor tries to wake him up.
Fact Check:
Upon receiving the posts, we watched the video then divided the video into keyframes using the inVid tool, and reverse-searched one of the frames from the video.
We found another video uploaded on Oct 18, 2011 by the official channel of KBAK - KBFX - Eye Witness News. The title of the video reads, “Official Station Video: Is Harry Belafonte asleep during live TV interview?”
The video looks similar to the recent viral one, the TV anchor could be heard saying the same thing as in the viral video. Taking a cue from this we also did some keyword searches to find any credible sources. We found a news article posted by Yahoo Entertainment of the same video uploaded by KBAK - KBFX - Eyewitness News.
Upon thorough investigation from reverse image search and keyword search reveals that the recent viral video of US President Joe Biden dozing off during a TV interview is digitally altered to misrepresent the context. The original video dated back to 2011, where American Singer and actor Harry Belafonte was the actual person in the TV interview but not US President Joe Biden.
Hence, the claim made in the viral video is false and misleading.
Conclusion:
In conclusion, the viral video claiming to show US President Joe Biden dozing off during a television interview is digitally manipulated and inauthentic. The video is originally from a 2011 incident involving American singer and actor Harry Belafonte. It has been altered to falsely show US President Joe Biden. It is a reminder to verify the authenticity of online content before accepting or sharing it as truth.
- Claim: A viral video shows in a television interview US President Joe Biden dozing off while the anchor tries to wake him up.
- Claimed on: X (Formerly known as Twitter)
- Fact Check: Fake & Misleading
Introduction
Deepfakes are artificial intelligence (AI) technology that employs deep learning to generate realistic-looking but phoney films or images. Algorithms use large volumes of data to analyse and discover patterns in order to provide compelling and realistic results. Deepfakes use this technology to modify movies or photos to make them appear as if they involve events or persons that never happened or existed.The procedure begins with gathering large volumes of visual and auditory data about the target individual, which is usually obtained from publicly accessible sources such as social media or public appearances. This data is then utilised for training a deep-learning model to resemble the target of deep fakes.
Recent Cases of Deepfakes-
In an unusual turn of events, a man from northern China became the victim of a sophisticated deep fake technology. This incident has heightened concerns about using artificial intelligence (AI) tools to aid financial crimes, putting authorities and the general public on high alert.
During a video conversation, a scammer successfully impersonated the victim’s close friend using AI-powered face-swapping technology. The scammer duped the unwary victim into transferring 4.3 million yuan (nearly Rs 5 crore). The fraud occurred in Baotou, China.
AI ‘deep fakes’ of innocent images fuel spike in sextortion scams
Artificial intelligence-generated “deepfakes” are fuelling sextortion frauds like a dry brush in a raging wildfire. According to the FBI, the number of nationally reported sextortion instances came to 322% between February 2022 and February 2023, with a notable spike since April due to AI-doctored photographs. And as per the FBI, innocent photographs or videos posted on social media or sent in communications can be distorted into sexually explicit, AI-generated visuals that are “true-to-life” and practically hard to distinguish. According to the FBI, predators often located in other countries use doctored AI photographs against juveniles to compel money from them or their families or to obtain actual sexually graphic images.
Deepfake Applications
- Lensa AI.
- Deepfakes Web.
- Reface.
- MyHeritage.
- DeepFaceLab.
- Deep Art.
- Face Swap Live.
- FaceApp.
Deepfake examples
There are numerous high-profile Deepfake examples available. Deepfake films include one released by actor Jordan Peele, who used actual footage of Barack Obama and his own imitation of Obama to convey a warning about Deepfake videos.
A video shows Facebook CEO Mark Zuckerberg discussing how Facebook ‘controls the future’ with stolen user data, most notably on Instagram. The original video is from a speech he delivered on Russian election meddling; only 21 seconds of that address were used to create the new version. However, the vocal impersonation fell short of Jordan Peele’s Obama and revealed the truth.
The dark side of AI-Generated Misinformation
- Misinformation generated by AI-generated the truth, making it difficult to distinguish fact from fiction.
- People can unmask AI content by looking for discrepancies and lacking the human touch.
- AI content detection technologies can detect and neutralise disinformation, preventing it from spreading.
Safeguards against Deepfakes-
Technology is not the only way to guard against Deepfake videos. Good fundamental security methods are incredibly effective for combating Deepfake.For example, incorporating automatic checks into any mechanism for disbursing payments might have prevented numerous Deepfake and related frauds. You might also:
- Regular backups safeguard your data from ransomware and allow you to restore damaged data.
- Using different, strong passwords for different accounts ensures that just because one network or service has been compromised, it does not imply that others have been compromised as well. You do not want someone to be able to access your other accounts if they get into your Facebook account.
- To secure your home network, laptop, and smartphone against cyber dangers, use a good security package such as Kaspersky Total Security. This bundle includes anti-virus software, a VPN to prevent compromised Wi-Fi connections, and webcam security.
What is the future of Deepfake –
Deepfake is constantly growing. Deepfake films were easy to spot two years ago because of the clumsy movement and the fact that the simulated figure never looked to blink. However, the most recent generation of bogus videos has evolved and adapted.
There are currently approximately 15,000 Deepfake videos available online. Some are just for fun, while others attempt to sway your opinion. But now that it only takes a day or two to make a new Deepfake, that number could rise rapidly.
Conclusion-
The distinction between authentic and fake content will undoubtedly become more challenging to identify as technology advances. As a result, experts feel it should not be up to individuals to discover deep fakes in the wild. “The responsibility should be on the developers, toolmakers, and tech companies to create invisible watermarks and signal what the source of that image is,” they stated. Several startups are also working on approaches for detecting deep fakes.
