Charles Gilbert in Lobster News, Industry News
May 16, 2018

EU GDPR: 5 things General Managers should know

Hospitality has always been more emotional than transactional. From handing your belongings to the porter, to the sanctity of your room - your preferences, privacy and comfort are inherently personal. EU GDPR asks, why should data be any different?

The EU GDPR governs the processing of the personal data of EU citizens, irrespective of where the business is located or the data processed. Come 25 May 2018, all businesses are expected to comply and the penalties for non-compliance are significant.

This new regulatory framework will affect different industries in different ways so, here’s our take on what it means for hospitality at property level.


1. Your reputation is on the line

As worrying as the significant fines for non-compliance, is the irreversible reputation damage that would result from a data breach or mismanagement of Guests’ personal data. Choosing training that is accredited by a leading subject matter expert is therefore paramount.


2. Personal data is personal

It sounds obvious but the data Guests share when making a reservation should be treated with the same respect and care as their personal possessions. Every team member should consider these regulations as a means to earning and maintaining a Guest’s trust.


3. Protect your people

EU GDPR training is not only about protecting your business and Guests. It also protects your team’s rights as individuals. This is a mindset that should be adopted by everyone in the business to ensure that compliance is taken seriously and your team is empowered to apply the training in both a professional capacity and a personal one.


4. Not all training is created equal - work with experts

EU GDPR will affect every industry but compliance training for hospitality presents some unique challenges. High staff turnover means training must be scalable and efficient so new colleagues get up to speed quickly. Shift work and being ‘always on call’ leaves little room for formal training schedules. And, global teams need access to the same standard of consistent training. Ensure your training solution suits your establishment’s requirements.


5. Relevance is key  

We cannot expect colleagues to be experts in hospitality and legal compliance. A lot of training programs are guilty of overloading the learner with information, not all of which is relevant. Effective training should provide the appropriate level of context and information for that role. Whether that is at an Associate level or Management.


Learn more about EU GDPR training for Managers and Associates, created in partnership with PwC.