How technology is transforming hotel data security | with Matthijs Welle
April 9, 2025
In this episode of Hotel Moment, Bryson Koehler, CEO of Revinate, sits down with Matthijs Welle, CEO of Mews, to discuss the rapidly evolving landscape of hotel data security. Matthijs shares insights on how cybercriminals are becoming increasingly sophisticated in their tactics, and why education is the hotel industry's strongest defense against data breaches. From phishing attempts to AdWord exploitation, they explore practical strategies for protecting guest data and the importance of building a security-focused culture within hotel operations. This conversation offers valuable guidance for hoteliers looking to strengthen their security practices while maximizing the benefits of their technology stack.
In this insightful episode of Hotel Moment, Bryson Koehler, CEO of Revinate, engages in a thought-provoking conversation with Matthijs Welle, CEO of Mews, about the critical importance of data security in the hospitality industry. As technology continues to transform hotel operations, that same technology should keep up with the security challenges that hoteliers face.
Together, they discuss:
- The evolution of hotel technology from legacy DOS systems to modern, integrated platforms
- How cybercriminals have become increasingly sophisticated in their targeting of hotel systems
- Practical strategies for protecting guest data, including single sign-on, two-factor authentication, and proper user access management
- The vital role of employee education and awareness in preventing security breaches
- The importance of maintaining clean, actionable data without compromising security
- Approaches for building a tech stack that balances innovation with robust security measures
Matthijs emphasizes that while technology solutions like two-factor authentication are crucial, the human element remains the most vulnerable point in security systems. He stresses the importance of having security champions within hotels who regularly educate staff about emerging threats and best practices.
Don't miss this essential conversation about safeguarding your hotel's most valuable asset: guest data.
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Episode Highlights:
[02:04] The democratization of hotel technology - Matthijs reflects on how hotel technology has evolved dramatically over the past 20 years, from DOS-based systems that required extensive training to modern, flexible solutions. He notes that today, hoteliers have the freedom to build technology stacks uniquely suited to their properties and guest needs. This shift has been so profound that technology considerations are increasingly influencing brand decisions, with some properties even reconsidering their brand affiliations to gain more technological flexibility.
[09:54] The critical role of staff education in security - While discussing the growing sophistication of cyber threats, Matthijs emphasizes that technological solutions alone aren't enough. He stresses the importance of educating frontline staff who have access to sensitive data, explaining that single sign-on and two-factor authentication can reduce vulnerabilities, but proper staff awareness remains essential. Matthijs describes security as a "long-term game" that requires ongoing education to counter evolving criminal tactics.
[14:14] Strategic approaches to data access management - Matthijs outlines practical steps for protecting guest data, beginning with thoughtful control of who has access to what information. He recommends that hotels carefully evaluate whether staff members, such as housekeeping, really need access to complete guest profiles. He advocates for single sign-on as "one of the best ways to protect your company" despite the significant investment required, and emphasizes the importance of teaching staff never to Google login pages, as this is where criminals often set traps through misleading ads.
Chapters:
00:00 - Intro
01:00 - The evolution of hotel technology
03:30 - How brand dynamics are changing with technology
06:00 - Modern security challenges in hospitality
09:30 - Educating staff on security threats
12:00 - Building security-focused technology teams
14:00 - Best practices for protecting guest data
17:30 - The role of Google in security challenges
19:30 - Balancing data utility with security
21:30 - Approaching tech stack design strategically
24:00 - How Mews is investing in security
27:30 - Closing thoughts
If you enjoyed this episode, don’t forget to subscribe, rate and review it on Spotify and Apple Podcasts. Instructions on how to do this are here.
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Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.
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