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What are the best ways to protect your guests' privacy?

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Privacy is a fundamental right and a key expectation of any guest who stays at your hotel, resort, or other hospitality business. However, protecting your guests' privacy can be challenging in the digital age, where data breaches, cyberattacks, and identity theft are rampant. In this article, you will learn some of the best ways to safeguard your guests' personal information, communication, and belongings, as well as how to handle any privacy issues that may arise.

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Waldin Duran, CHIA

En el negocio de servir a las personas | Director de Ventas & Marketing | Influencer Hotelero | Estratega en Generación…

1 Use secure technology

One of the most important ways to protect your guests' privacy is to use secure technology for your reservation, payment, and communication systems. This means encrypting your data, updating your software, and following the best practices for cybersecurity. You should also train your staff on how to handle sensitive information, such as credit card numbers, passwords, and IDs, and avoid sharing it with unauthorized parties. Additionally, you should provide your guests with secure Wi-Fi access, and inform them of any potential risks or limitations of using your network.

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Nelson Tytus

#CareEconomy I Wertmaximierung heisst Erlebnisse schaffen ??
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An einer professionellen ICT Struktur führt kein Weg mehr vorbei. Hieran zu sparen wird sich über kurz oder lang r?chen und der Betrieb zahlt drauf. Für meine Zeit in der Schweiz kann ich eigentlich nur best?tigen, dass der Umgang mit Daten vorbildlich ist und gesetzlich bestens geschützt sind.

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2 Respect personal boundaries

Another way to protect your guests' privacy is to respect their personal boundaries and preferences. This means asking for their consent before entering their rooms, collecting their feedback, or sending them marketing messages. You should also give them options to opt out of any services or communications that they do not want or need. Furthermore, you should respect their physical space and belongings, and avoid touching, moving, or inspecting them without a valid reason. If you need to access their rooms for cleaning, maintenance, or security reasons, you should notify them in advance and leave a note after.

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Waldin Duran, CHIA

En el negocio de servir a las personas | Director de Ventas & Marketing | Influencer Hotelero | Estratega en Generación de Ingresos Hoteleros | Ventas, Marketing | Innovador con Inteligencia Artificial | Keynote Speaker
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Absolutely! Respecting guest privacy is key in hospitality. Key practices include: Seeking Consent: Always get guests' permission before room entry. Use door hangers or digital alerts for cleaning/maintenance schedules. Opt-Out Options: Provide clear ways for guests to decline marketing or additional services, allowing them control over the information they receive. Respecting Personal Items: If necessary to handle guests' belongings, do so with utmost respect and for valid reasons, like safety or cleanliness. Transparent Communication: Inform guests in advance of any room access and leave a note post-service detailing the work done.

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3 Follow the law and regulations

A third way to protect your guests' privacy is to follow the law and regulations that apply to your location and industry. This means complying with the relevant privacy laws, such as the General Data Protection Regulation (GDPR) in the European Union, or the California Consumer Privacy Act (CCPA) in the United States. You should also adhere to the standards and codes of conduct of your professional associations, such as the American Hotel and Lodging Association (AHLA) or the International Hotel and Restaurant Association (IHRA). Moreover, you should be transparent and honest with your guests about how you collect, use, and protect their data, and provide them with clear and accessible privacy policies and notices.

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Nelson Tytus

#CareEconomy I Wertmaximierung heisst Erlebnisse schaffen ??
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Das sollte ja wohl keine schlichte Empfehlung sein die gesetzlichen Vorgaben und Vorschriften zu befolgen - sondern eine absolute und nicht zu diskutierende Pflicht! In diesem Punkt gibt es keinen Kompromiss, sondern der Datenschutz hat schlichtweg Bestand und wird umgesetzt. Sollte ein Betrieb meinen sich davon losl?sen zu k?nnen, drohen die entsprechenden Strafen. Dann sollten diese auch umf?nglich verh?ngt werden.

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4 Respond to privacy complaints

A fourth way to protect your guests' privacy is to respond to any privacy complaints or incidents that may occur. This means listening to your guests' concerns, apologizing for any inconvenience or harm, and taking immediate action to resolve the problem. You should also document the details of the complaint or incident, and report it to the appropriate authorities or parties, if necessary. Additionally, you should review your privacy practices and procedures, and make any improvements or changes that may prevent similar issues in the future.

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Nelson Tytus

#CareEconomy I Wertmaximierung heisst Erlebnisse schaffen ??
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Ich m?chte den Betrieb sehen, der meint nicht auf Datenschutzvorf?lle reagieren zu müssen oder zu wollen. Das leistet man sich dann auch nur einmal und hat nie wieder G?ste gesehen. Wenn der Gast keine Reaktion erh?lt, dann ist es absolut nachvollziehbar, wenn sich der Zorn auf Bewertungsportalen vollst?ndig entl?dt! Sprichw?rtlich gelangt dann die Zahnpasta nicht mehr zurück in die Tube. Also besser transparent und ehrlich reagieren und mitwirken an der Aufkl?rung.

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5 Educate your guests

A fifth way to protect your guests' privacy is to educate them on how to protect themselves and their data. This means providing them with useful tips and resources on how to use your technology and services safely and securely, such as creating strong passwords, using VPNs, or locking their devices. You should also inform them of their rights and responsibilities regarding their privacy, and how they can access, update, or delete their data. Furthermore, you should encourage them to report any suspicious or fraudulent activities, such as phishing emails, fake websites, or identity theft attempts.

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6 Create a privacy culture

A sixth way to protect your guests' privacy is to create a privacy culture within your organization. This means fostering a positive and respectful attitude towards your guests' privacy among your staff, managers, and partners. You should also provide regular training and education on privacy topics, and reward good practices and behaviors. Additionally, you should monitor and evaluate your privacy performance, and seek feedback and suggestions from your guests and stakeholders. By creating a privacy culture, you can demonstrate your commitment and value to your guests' privacy, and enhance your reputation and trust.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to protect your guests' privacy?

1

2

3

4

5

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7

1 Use secure technology

2 Respect personal boundaries

3 Follow the law and regulations

4 Respond to privacy complaints

5 Educate your guests

6 Create a privacy culture

7 Here’s what else to consider

Hospitality Management

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What are the best ways to protect your guests' privacy?

1

2

3

4

5

6

7

1 Use secure technology

2 Respect personal boundaries

3 Follow the law and regulations

4 Respond to privacy complaints

5 Educate your guests

6 Create a privacy culture

7 Here’s what else to consider

Hospitality Management

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