Canadian Hospitality Group Elevates Cyber Resilience Through Targeted Workforce Certification and Staffing Program
The Challenge
MapleStay Hospitality Group, a national hotel and resort chain with operations across Canada, faced increasing cybersecurity and compliance challenges as digital transformation reshaped the guest experience. From cloud-based booking engines and smart room systems to integrated payment and loyalty platforms, technology adoption surged faster than the workforce’s cybersecurity capability.
A data-handling incident involving a third-party vendor exposed customer booking information and triggered regulatory notification obligations under the Personal Information Protection and Electronic Documents Act (PIPEDA). An internal review revealed inconsistent security practices across properties, a lack of certified IT and operations personnel, and minimal awareness of data protection standards.
Compounding the issue, the group struggled to attract qualified cybersecurity talent amid industry-wide competition, leaving many regional IT managers without sufficient training to manage threats in connected hospitality environments. Leadership recognized that workforce modernization and certification alignment were crucial to maintaining compliance, customer trust, and brand reputation.
Our Solution
Our Professional Staffing and Certifications team partnered with MapleStay Hospitality Group to develop a Cyber Workforce Development and Certification Program designed for the hospitality industry’s unique mix of guest services, payment processing, and operational technologies.
The engagement began with a capability and role mapping assessment across corporate, regional, and property-level IT and operations teams to identify skill gaps and compliance deficiencies.
Using these findings, we implemented a three-tier certification roadmap encompassing cybersecurity fundamentals, data privacy, and network security in hospitality contexts.
Key program components included:
– Partnership with accredited training bodies to deliver certifications such as CompTIA Security+, Certified Information Systems Security Professional (CISSP), and Certified Hospitality Technology Professional (CHTP).
– Integration of privacy and data protection modules aligned with PIPEDA and PCI DSS for payment security.
– Creation of a credential tracking platform to monitor staff certifications, expiry dates, and compliance readiness.
– Implementation of an internal mentorship and certification reimbursement program, linking career progression and performance incentives to cybersecurity competency milestones.
– Establishment of cyber roles and responsibilities within property management teams to ensure consistent risk oversight.
This structured approach transformed MapleStay’s fragmented staffing model into a scalable, compliance-ready workforce strategy.
The Value
Within nine months, MapleStay Hospitality Group realized significant gains in operational resilience and compliance confidence:
– 65% increase in certified cybersecurity and privacy professionals across the enterprise.
– 50% reduction in audit preparation time due to centralized credential and compliance tracking.
– Improved incident response and reporting capabilities, cutting mean resolution time by 40%.
– Renewal of cyber insurance coverage and confirmation of compliance under PIPEDA and ISO/IEC 27001.
– Enhanced employee retention and engagement through structured professional development.
The certification initiative not only improved MapleStay’s risk posture but also established a culture of shared accountability and cyber awareness across all properties—turning workforce readiness into a competitive advantage for digital hospitality operations.
Implementation Roadmap
1. Assessment (Weeks 1–3): Conduct workforce capability and certification gap analysis across IT, operations, and management teams.
2. Program Design (Weeks 4–6): Develop tiered certification roadmap, select training partners, and define skill milestones.
3. Deployment (Weeks 7–12): Enroll staff in certification programs, launch credential tracking platform, and recruit specialized cybersecurity personnel.
4. Enablement (Weeks 13–16): Introduce mentorship and certification reimbursement programs; link training metrics to HR performance reviews.
5. Continuous Improvement (Ongoing): Review certification status quarterly, update training plans to reflect new threats and regulatory standards.
