© 2003, Educational Institute Chapter 12 Systems and Security Maintenance Managing Technology in the Hospitality Industry Fourth Edition (469T or 469)

© 2003, Educational Institute 1 Competencies for Systems and Security Maintenance 1.Identify environmental threats to information systems and describe security precautions to take against them. 2.Identify electronic threats to information systems and describe security precautions to take against them. 3.Identify operational threats to information systems and describe security precautions to take against them. 4.Explain procedures related to system and data backups. (continued)

© 2003, Educational Institute 2 Competencies for Systems and Security Maintenance 5.Describe the system documentation that should be kept covering hardware, software, and network equipment. 6.Explain the function of an information systems security audit. 7.Outline areas covered by manual operations plans in the event of the failure of a property management system. (continued)

© 2003, Educational Institute 3 Environmental Threats to Information Systems  Fire  Flood  Power failure  Network connections

© 2003, Educational Institute 4 Electronic Threats and Precautions Electronic threats  Computer viruses  Hacker attacks  Malicious acts spread electronically Precautions  Anti-virus software  Firewalls  Security patches  No local modems on individual workstation

© 2003, Educational Institute 5 Restricted Access and Written Policies Restricted access  “Read only” capability  “Modify” capability Written policies  Standard software  Use of personal floppies or CDs  and Internet use  Passwords  Computer room security

© 2003, Educational Institute 6 Downtime Reports—General  In-house guest list  Room availability  Arrivals  Guest ledger  Guests paying cash  Expected departures  Guest messages  Room availability forecast (at least one month out)

© 2003, Educational Institute 7 Downtime Reports—Housekeeping  Late check-outs  Room change report  Early departures  Departures not checked out  Rooms status

© 2003, Educational Institute 8 System Documentation  System description summary sheet  Software license sites  Equipment service and calls  Equipment maintenance activities  Physical schematic of hardware items  Software schematic of application interactions

© 2003, Educational Institute 9 System Audit—Computer Room Location  Quiet area, not against outside wall  Self-closing, self-locking door  Access restriction Separate air conditioning unit Working fire alarm/smoke detector  Separate electrical circuit  UPS battery backup (continued)

© 2003, Educational Institute 10 System Audit—Computer Room Surge-suppressing power strips Preventive maintenance Routine maintenance Inventory of hardware/software Interface descriptions Disaster recovery plan (continued)

© 2003, Educational Institute 11 System Audit—Information Security Backup system  Log  Off-site storage  Verification Run schedule for downtime reports Redundancy for critical systems Support contacts posted by all equipment Accessible equipment trouble logs Written procedures for manual operations posted in appropriate locations

© 2003, Educational Institute 12 System Audit—Network Security User passwords Routinely changed Departed employees denied access Match of current password list with personnel list Up-to-date system patches/fixes Network-wide anti-virus program up to date Management of outside connections to network Firewall

© 2003, Educational Institute 13 System Audit—Employee Security New employees sign a written policy regarding computer usage and abuse. Written procedures and policies for:  Access to the Internet   Browsing Written procedures for securing systems when an employee is terminated

© 2003, Educational Institute 14 Downtime Quick Response Checklist  Alert managers.  Turn off all equipment immediately.  Distribute most recent downtime reports.  Destroy prior downtime reports.  Designate a rack clerk.  Designate a posting clerk.  Room charges taken to front desk for manual posting. (continued)

© 2003, Educational Institute 15 Downtime Quick Response Checklist (continued)  Arrange alternate communication with central reservation system.  Inform all in-house guests and arrivals.  Issue battery-operated radios to key personnel.

© 2003, Educational Institute 16 Manual Front Desk Forms  Manual room rack  Cash guest report  House count sheet  Registration cards  Guest folios  Reservation forms  Most recent downtime reports from system

© 2003, Educational Institute 17 Manual Front Desk Personnel Posting clerk—responsible for posting all charges to guest folios Rack clerk—responsible for maintaining room inventory and current status Runners—responsible for:  Communicating between departments  Ensuring departments are passing information correctly  Ensuring everyone follows manual operating procedures