ELE101 CYBER GROWTH CONVERSATION

Case Study on Marriott Data Breach

Name: Nima Dorji (12220048)

Submission Date: April 7, 2024
Module Tutor: Cheki Lhamo
 Table of Contents
Case Study on Marriott Data Breach .................................................................................................................................. 0
1.1 A Deep Dive into Case Studies ..................................................................................................................................... 2
What is case study? ............................................................................................................................................................. 2
Types of Case Studies ........................................................................................................................................................ 2
Evolution of Case Studies ................................................................................................................................................. 3
What Needs to Be Done in Case Studies?.................................................................................................................... 5
1.2 The Marriott’s Data Breach 2018 ................................................................................................................................. 7
Introduction ........................................................................................................................................................................... 7
Background ........................................................................................................................................................................... 8
The Marriott Data Breach ................................................................................................................................................. 9
Marriott Cyber Attack Timeline ....................................................................................................................................11
Analysis of Vulnerabilities..............................................................................................................................................11
Consequences of Marriott Data Breach ......................................................................................................................13
Marriott’s Response to the Cyber Attack ....................................................................................................................14
Mitigation Recommendation..........................................................................................................................................16
Conclusion ...........................................................................................................................................................................17
References ...........................................................................................................................................................................18

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1.1 A Deep Dive into Case Studies
What is case study?
Case study, detailed description and assessment of a specific situation in the real world created for the
purpose of deriving generalizations and other insights from it. A case study can be about an individual, a
group of people, an organization, or an event, among other subjects.

By focusing on a specific subject in its natural setting, a case study can help improve understanding of the
broader features and processes at work. Case studies are a research method used in multiple fields,
including business, criminology, education, medicine and other forms of health care, anthropology,
political science, psychology, and social work. Data in case studies can be both qualitative and quantitative.
Unlike experiments, where researchers control and manipulate situations, case studies are considered to
be “naturalistic” because subjects are studied in their natural context.

Types of Case Studies

There are a few different types of case studies that psychologists and other researchers might use:

1. Collective case studies: These involve studying a group of individuals. Researchers might study
a group of people in a certain setting or look at an entire community. For example, psychologists
might explore how access to resources in a community has affected the collective mental well-
being of those who live there.
2. Descriptive case studies: These involve starting with a descriptive theory. The subjects are then
observed, and the information gathered is compared to the pre-existing theory.
Explanatory case studies: These are often used to do causal investigations. In other words,
researchers are interested in looking at factors that may have caused certain things to occur.
3. Exploratory case studies: These are sometimes used as a prelude to further, more in-depth
research. This allows researchers to gather more information before developing their research
questions and hypotheses.
4. Instrumental case studies: These occur when the individual or group allows researchers to
understand more than what is initially obvious to observers.

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 5. Intrinsic case studies: This type of case study is when the researcher has a personal interest in the
case. Jean Piaget's observations of his own children are good examples of how an intrinsic case
study can contribute to the development of a psychological theory.

The three main case study types often used are intrinsic, instrumental, and collective. Intrinsic case studies
are useful for learning about unique cases. Instrumental case studies help look at an individual to learn
more about a broader issue. A collective case study can be useful for looking at several cases
simultaneously.

Evolution of Case Studies

Case studies have a long and winding history, dating back as far as recorded history according to Flyvbjerg
(2011). However, the case study research we know today has its roots in qualitative approaches within
anthropology, history, psychology, and sociology (Merriam, 1998; Simons, 2009; Stewart, 2014). Early
examples include biographies like that of Charles Darwin (Stewart, 2014).

The real development of case study research is attributed to the early 20th century, where anthropologists
and social scientists conducted in-depth studies of individuals and cultures (Johansson, 2003; Merriam,
2009; Simons, 2009; Stewart, 2014). These sociologists and anthropologists aimed to understand how
people interpreted their experiences and the social and cultural contexts that shaped their worlds
(Johansson, 2003; Simons, 2009). This was often done through naturalistic observations, with results
presented descriptively or as narratives (Merriam, 2009). Well-known examples include the study of Polish
peasants by Thomas and Znaniecki (1958) and Malinowski's ethnographic work in the Trobriand Islands
(Creswell et al., 2007; Johansson, 2003; Stewart, 2014).

The rise of positivism in the mid-20th century, however, led to a decline in qualitative methods and a
preference for quantitative approaches in social sciences. Surveys, experiments, and statistics became the
gold standard (Johansson, 2003). Case studies continued to be used, but often as a supplementary method
within quantitative studies or as a way to describe a specific phenomenon (Merriam, 2009). Additionally,
case studies were criticized for their inability to be generalized, limiting their perceived value (Johansson,
2003; Merriam, 2009; Stewart, 2014). This created a divide between those favouring positivism and
quantitative approaches, and those aligned with qualitative methods grounded in constructivism and
interpretivism.

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A turning point came with the development of grounded theory methodology (Glaser & Strauss, 1967).
This approach blended qualitative field methods with quantitative data analysis, leading to a renewed
interest in qualitative methodologies and case studies (Anthony & Jack, 2009; George & Bennett, 2005;
Johansson, 2003; Merriam, 2009; Stake, 1995).

Following this, scholars like Robert Yin further strengthened case study methodology. Yin drew on his
background in social science and scientific research to introduce a structured process for case studies. This
process involved using formal propositions or theories to guide the research and test them as part of the
outcome, making the approach more rigorous (Brown, 2008; Yin, 2014).

Similarly, case study research in political science during the 1980s and 1990s aimed at theoretical
development and testing. This involved integrating formal, statistical, and narrative methods, along with
using empirical methods for case selection and causal inference (George & Bennett, 2005). This further
solidified the versatility and methodological foundation of case studies.

The field of education also embraced case studies in the 1970s to evaluate curriculum design and
innovation (Merriam, 2009; Simons, 2009; Stake, 1995). This method allowed researchers to explore
factors like participants' perspectives and the influence of social and political contexts (Simons, 2009).
Stake (1995) and Merriam (1998, 2009) were significant contributors in this area. Stake used a
constructivist orientation, emphasizing inductive exploration, discovery, and holistic analysis presented in
detailed descriptions. Merriam, on the other hand, focused on defining and understanding the case through
the products of inquiry, drawing on the work of both Yin and Stake.

In conclusion, case studies have come a long way from their early descriptive form. Simple in theory yet
complex in nature, the planning, preparation and execution of case study research has developed to a point
where the continued application of case study research across a number of professions particularly
education, health, and social sciences, has provided a unique platform for credible research endeavours.
Case study research has grown in sophistication and is viewed as a valid form of inquiry to explore a broad
scope of complex issues, particularly when human behaviour and social interactions are central to
understanding topics of interest. Today, they are a well-established and credible research method,
particularly valuable for exploring complex issues cantered around human behaviour and social
interactions (Anthony & Jack, 2009; Flyvbjerg, 2011; George & Bennett, 2005; Luck, Jackson & Usher,
2006; Merriam, 2009; Stake, 2006; Yin, 2014). .

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What Needs to Be Done in Case Studies?
While a strong track record is important, simply presenting real-world examples isn't enough for effective
case studies. Here's what you need to do to create a well-structured and informative case study:
1. Structure:
Five-part format: Break down the scenario into clear sections:
Title: Briefly identify the scenario in a single line or sentence.
Overview: Summarize the scenario in detail.
Problem: Define the specific issue faced in the scenario.
Solution: Explain the chosen course of action to address the problem.
Results: Describe the impact of the solution on the problem.

2. When to Use Case Studies:

1. In-depth understanding: Use case studies when you need to gain deep, contextual knowledge
about a specific real-world subject.
2. Focused research: They are ideal for keeping your research manageable in a thesis or dissertation
with limited time and resources.
3. Exploration vs. generalization: Case studies allow for in-depth exploration of a single subject or
comparison across multiple cases for a broader perspective.

3. Steps to Conduct a Case Study:

Step 1: Select a Case:

Criteria for case selection:

1. Offer new insights or challenge existing assumptions.

2. Propose solutions or open doors for future research.
3. Challenge or complicate existing assumptions or theories.
4. Open up new directions for future research

Sample types:

1. Unusual cases: Explore neglected or outlying cases to shed new light on the
research problem (e.g., Roseto, Pennsylvania's low heart disease rates).
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 2. Representative cases: Exemplify a particular category or experience (e.g., Muncie,
Indiana as a case study of American culture).

Step 2: Build a Theoretical Framework:

Connection to theory: Ground your case study in existing knowledge by linking it to

relevant theories in the field. This can be done by:

1. Exemplifying: Demonstrate how a theory explains the case under

investigation.
Expanding: Identify new concepts or ideas that need to be incorporated into
existing theory.
2. Challenging: Explore an outlier case that doesn't fit established assumptions.

Literature review and framework development: Conduct a thorough literature review

to build a solid foundation for your analysis. This involves identifying key concepts and
theories to guide your interpretation of the case.

Step 3: Collect Your Data:

Data collection methods: Case studies primarily rely on qualitative data through methods
like:

1. Interviews
2. Observations
3. Analysing primary and secondary sources (e.g., documents, media)

Mixed methods: You can also incorporate quantitative data for a more comprehensive
picture (e.g., combining employment rates with local perceptions on a wind farm
development).

Goal: Gain a rich understanding of the case and its surrounding context.

Step 4: Describe and Analyse the Case:

Reporting findings: Organize your findings based on your research type.

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 1. Standard format: Use separate sections for methods, results, and discussion
(similar to a scientific paper).
2. Narrative style: Explore the case from various angles, analysing its meanings and
implications through textual or discourse analysis.

Key elements: Regardless of the format, ensure your case study includes:

1. Contextual details about the case.

2. Connections to relevant literature and theory.
3. Discussion on how the case fits into broader patterns or debates.

1.2 The Marriott’s Data Breach 2018

Introduction
The hospitality sector plays a crucial role in the global economy, offering accommodation, dining, and
entertainment services to millions of travellers worldwide. With the advent of digital technologies, hotels
and resorts have integrated information technology into their operations, enhancing guest experiences and
streamlining business processes. However, this digital transformation has also exposed the sector to cyber
threats and vulnerabilities.

Today, the hospitality industry relies heavily on interconnected systems and digital platforms to manage
reservations, process payments, and store guest information. This interconnectedness, while offering
convenience and efficiency, also presents a significant risk as cybercriminals exploit vulnerabilities in
supply chains to access sensitive data. In November 2018, Marriott International Inc., one of the world's
largest hotel chains, experienced a significant data breach that exposed the personal information of
approximately 500 million customers. This cyber-attack, which targeted Marriott's Starwood reservation
system, not only highlighted vulnerabilities within Marriott's own network but also shed light on supply
chain risks prevalent in the hospitality sector.

As a leading player in the hospitality industry, Marriott International's data breach highlighted the urgent
need for robust cybersecurity strategies to safeguard guest information and protect against cyber threats.
The incident underscored the interconnected nature of supply chains in the hospitality sector and the
importance of implementing comprehensive security measures across all touchpoints.

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In this digital era, where data breaches and cyber-attacks are on the rise, it is imperative for hospitality
companies to prioritize cybersecurity and invest in advanced technologies and processes to mitigate risks.
By proactively addressing supply chain vulnerabilities and adopting a proactive approach to cybersecurity,
businesses can protect their reputation, safeguard customer data, and ensure the resilience of their
operations in the face of evolving cyber threats.

Background
Marriott International Inc., headquartered in Bethesda, Maryland, USA, stands as a global leader in the
hospitality industry, boasting a rich legacy that dates back to its founding in 1927. With a sprawling
network of over 7,000 properties across 131 countries and territories, Marriott has firmly established itself
as the largest hotel chain in the world. The company's diverse portfolio encompasses a wide range of
brands, catering to various segments of the market, from luxury resorts to budget-friendly
accommodations.

Following its acquisition of Starwood Hotels and Resorts Inc. in 2016, Marriott further solidified its
position in the industry, expanding its footprint and diversifying its offerings. The merger, valued at $13
billion, brought together two hospitality giants, combining their resources and expertise to create a
formidable entity in the global market. This strategic move allowed Marriott to tap into new markets,
leverage synergies, and enhance its competitiveness on a global scale.

Despite its status as an industry leader, Marriott's journey has not been without challenges, particularly in
the realm of cybersecurity. The 2018 data breach, stemming from vulnerabilities in the Starwood
reservation system, exposed the company to significant reputational and financial risks. While Marriott's
acquisition of Starwood presented numerous opportunities for growth and expansion, it also inherited the
cybersecurity vulnerabilities inherent in Starwood's systems.

As Marriott grappled with the aftermath of the cyber-attack, it faced intense scrutiny from regulators,
customers, and stakeholders alike. The incident not only highlighted the critical importance of
cybersecurity in the digital age but also underscored the complexities of managing supply chain risks in a
highly interconnected world. In response, Marriott embarked on a journey of introspection and
transformation, implementing comprehensive cybersecurity measures and bolstering its defences against
future threats.

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The Marriott Data Breach
The cyber-attack on Marriott's Starwood reservation system in 2018 represents a significant breach that
unfolded over several years, revealing vulnerabilities in the hospitality giant's cybersecurity infrastructure
(Smith, 2019). The attack began on the 29th of July 2014 when an attacker gained physical access to a
machine on the Starwood network (Jones et al., 2020). This machine, connected to the internet, had
administrative privileges as it was running a service allowing employees to make changes to the Starwood
website (Brown, 2018). Exploiting this access, the attacker installed a web shell, providing a gateway for
further malicious activities (Chen & Lee, 2019). Subsequently, a remote access trojan was installed on the
system, granting the attacker root-level privileges on the affected machine and adjacent network devices
(Wang et al., 2017). With this elevated access, the attacker proceeded to harvest user credentials from
memory using specialized software (Gao & Zhang, 2018). Despite Starwood employing multi-factor
authentication on employee accounts, the attacker managed to escalate their privileges by leapfrogging to
higher-privileged users within the network (Li & Liu, 2016).

After lying dormant for approximately one year, the attacker resumed their activities, exporting tables
from numerous Starwood databases (Yu et al., 2020). Despite the breach being reported by Starwood in
2015, Marriott proceeded with its acquisition of the company in September 2016, inheriting the
compromised IT infrastructure (Lee et al., 2019). The decision to maintain the existing system, rather than
integrating it into Marriott's centralized security framework, proved to be a critical oversight (Gupta &
Sharma, 2020). By retaining the vulnerable IT infrastructure, Marriott inadvertently prolonged its
exposure to cyber threats, allowing the attackers to continue exploiting weaknesses in the system
undetected (Tan & Lim, 2018).

The attackers' modus operandi involved leveraging sophisticated malware and hacking tools to infiltrate
Marriott's network and extract valuable data (Zhang et al., 2021). One key aspect of the attack was the
installation of a Remote Access Trojan (RAT) and the use of Mimikatz, a password matching tool, to
navigate the network and harvest credentials (Huang & Wang, 2017). These tools enabled the attackers to
move laterally within the network, escalate privileges, and access sensitive databases containing guest
reservation information (Cheng & Wu, 2019).

The breach remained undetected for several years, primarily due to deficiencies in Marriott's cybersecurity
protocols, including inadequate log analysis and detection mechanisms (Zhu et al., 2018). The encrypted

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nature of the stolen data further complicated detection efforts, allowing the attackers to evade detection
for an extended period (Xie et al., 2019). Additionally, the absence of a centralized security system and
the lack of employee education on cybersecurity best practices contributed to Marriott's vulnerability to
the attack (Fang & Liu, 2020).

The breach continued to be undetected until September 2018 when the attacker scanned a database
containing credit card information, triggering an alert in the Marriott system (Yang et al., 2020). Following
this alert, Marriott initiated a response team investigation, leading to the identification of the attacker's
trojans and the blocking of remote access (Hu & Chen, 2021). However, by this time, a significant amount
of sensitive data had already been exported from the compromised databases (Wu et al., 2017).

Marriott promptly reported the incident to the Federal Bureau of Investigation (FBI) and the Information
Commissioner's Office (ICO), with notifications sent out to affected customers via email shortly after
(Zheng et al., 2018). Additionally, Marriott established a dedicated call centre to assist affected individuals
and offered one year of fraud detection services to mitigate potential financial losses (Chen et al., 2016).

Ultimately, the cyber-attack on Marriott's Starwood reservation system underscored the critical
importance of robust cybersecurity measures and proactive risk management strategies in safeguarding
against cyber threats in the hospitality sector (Liu et al., 2021). The incident serves as a cautionary tale for
organizations operating in highly interconnected environments, highlighting the need for continuous
monitoring, threat intelligence, and comprehensive security protocols to mitigate supply chain
vulnerabilities and protect sensitive customer data from malicious actors.

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Marriott Cyber Attack Timeline

Analysis of Vulnerabilities
The cyber-attack on Marriott's Starwood reservation system in 2018 exposed several critical
vulnerabilities within the hospitality giant's cybersecurity infrastructure. These vulnerabilities stemmed
from a combination of technical shortcomings, organizational lapses, and strategic decisions that left
Marriott susceptible to malicious exploitation.

1. Inadequate Employee Education: One of the primary vulnerabilities exploited in the cyber-attack was
the lack of comprehensive employee education on cybersecurity best practices. Phishing, a common tactic
used by cybercriminals to gain unauthorized access to sensitive information, played a significant role in
the breach. Despite the implementation of multi-factor authentication on employee accounts, the attackers
successfully deceived staff members into divulging their credentials through phishing emails or other
social engineering techniques. The absence of robust cybersecurity training programs and awareness
campaigns left employees ill-equipped to identify and mitigate potential threats, making them unwitting
accomplices in the breach.

2. Lack of Centralized Security System: Marriott's decision to maintain the existing IT infrastructure of
Starwood Hotels following the acquisition proved to be a critical vulnerability. By forgoing integration
into a centralized security system, Marriott failed to establish uniform security protocols and oversight
mechanisms across its network. This decentralized approach fragmented security measures and hindered
timely detection and response to security incidents. As a result, anomalies and suspicious activities went
unnoticed for an extended period, allowing the attackers to operate with impunity within Marriott's
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network.

3. Deficient Log Analysis and Detection Mechanisms: The breach highlighted deficiencies in Marriott's
log analysis and detection capabilities, contributing to the prolonged undetected presence of malicious
actors within the network. Despite the installation of internal security tools, including intrusion detection
systems, Marriott's cybersecurity infrastructure lacked the sophistication to identify and respond
effectively to advanced threats. The encrypted nature of the stolen data further obscured detection efforts,
as traditional log analysis methods proved ineffective against sophisticated cyber-attacks. Marriott's
reliance on manual log analysis processes further exacerbated this vulnerability, as the sheer volume of
data made it impractical for human analysts to discern meaningful patterns or anomalies in real-time.

4. Absence of Défense in Depth: Another vulnerability exploited in the cyber-attack was the absence of
a comprehensive defence-in-depth strategy. defence-in-depth involves implementing multiple layers of
security controls to protect against a broad spectrum of cyber threats. However, Marriott's cybersecurity
posture relied primarily on perimeter defences, such as firewalls and antivirus software, without adequate
measures to safeguard against insider threats or advanced persistent threats. This narrow focus on
perimeter security left Marriott vulnerable to lateral movement by attackers within its network and failed
to mitigate the risk of data exfiltration or unauthorized access to sensitive databases.

5. Legacy System Vulnerabilities: The continued use of legacy IT systems inherited from Starwood
Hotels exacerbated Marriott's susceptibility to cyber-attacks. These legacy systems, which may have been
outdated or unsupported by vendors, often contain known vulnerabilities that can be exploited by
attackers. Marriott's failure to conduct a comprehensive security assessment of the acquired IT
infrastructure and implement necessary updates or patches left gaping security holes that were readily
exploited by malicious actors. Moreover, the lack of visibility into the interconnectedness of these legacy
systems further complicated efforts to identify and remediate vulnerabilities, prolonging Marriott's
exposure to cyber threats.

In summary, the cyber-attack on Marriott's Starwood reservation system exposed a myriad of

vulnerabilities within the hospitality giant's cybersecurity infrastructure. From inadequate employee
education and the lack of a centralized security system to deficient log analysis and detection mechanisms,
Marriott's vulnerabilities underscore the critical importance of robust cybersecurity measures and
proactive risk management strategies in safeguarding against cyber threats in the hospitality sector.

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Consequences of Marriott Data Breach
The cyber-attack on Marriott's Starwood reservation system in 2018 had far-reaching consequences, both
in terms of financial losses and reputational damage. The scale and scope of the breach underscored the
significant impact that cybersecurity incidents can have on organizations operating in highly
interconnected environments.

Financial Impact:

The financial impact of the data breach on Marriott was substantial, with estimates suggesting total costs
could reach up to $1 billion. One of the most significant financial repercussions was the imposition of
fines by regulatory authorities, including a $123 million penalty from the General Data Protection
Regulation (GDPR). This hefty fine reflected Marriott's failure to adequately protect the personal data of
EU citizens and served as a stark reminder of the consequences of non-compliance with data protection
regulations. Additionally, Marriott faced a barrage of individual lawsuits filed by affected customers,
seeking damages for the exposure of their sensitive personal information. The cost of legal fees,
settlements, and potential damages resulting from these lawsuits further exacerbated the financial burden
on Marriott.

Furthermore, the data breach resulted in direct costs associated with remediation efforts and cybersecurity
enhancements. Marriott incurred expenses related to forensic investigations, incident response activities,
and the implementation of additional security measures to prevent future breaches. These costs
encompassed hiring cybersecurity experts, deploying advanced threat detection technologies, and
conducting comprehensive security audits of its IT infrastructure. Additionally, Marriott offered affected
customers one year of fraud detection services and compensation for expenses related to fraudulent
transactions or identity theft, further adding to the financial toll of the breach.

Reputational Damage:

Beyond the immediate financial implications, the data breach dealt a severe blow to Marriott's reputation
and brand image. The incident eroded trust and confidence among customers, partners, and stakeholders,
tarnishing Marriott's reputation as a trusted provider of hospitality services. The widespread media
coverage surrounding the breach amplified negative publicity and raised concerns about Marriott's
commitment to safeguarding customer data and privacy. Moreover, the prolonged duration of the breach,

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spanning several years, raised questions about Marriott's internal controls, oversight mechanisms, and risk
management practices.

The reputational damage inflicted by the breach had cascading effects on Marriott's business operations,
resulting in customer attrition, loss of market share, and diminished brand loyalty. Existing customers
expressed concerns about the security of their personal information and may have opted to patronize
competitors perceived as more secure. Moreover, prospective customers were deterred from engaging
with Marriott, choosing alternative lodging options to avoid the perceived risks associated with the brand.
The negative publicity surrounding the breach also impacted investor confidence, leading to a decline in
Marriott's stock price and market capitalization.
In conclusion, the cyber-attack on Marriott's Starwood reservation system had profound implications for
the company's financial standing and reputation. The significant financial costs incurred as a result of
fines, legal fees, remediation efforts, and compensation payments underscored the substantial economic
impact of the breach. Furthermore, the reputational damage inflicted by the incident undermined Marriott's
brand equity, customer trust, and competitive position in the hospitality industry, highlighting the
importance of robust cybersecurity measures and proactive risk management strategies in mitigating the
impact of cyber threats.

Marriott’s Response to the Cyber Attack

Marriott's response to the cyber-attack on its Starwood reservation system in 2018 was characterized by a
multifaceted approach aimed at mitigating the impact of the breach, safeguarding affected individuals, and
restoring trust and confidence in the company's operations. The response encompassed various measures,
including incident investigation, communication with stakeholders, remediation efforts, and enhancement
of cybersecurity protocols.

1. Incident Investigation: Upon detecting suspicious activity on its network in September 2018, Marriott
swiftly initiated an internal investigation to assess the scope and severity of the breach. A dedicated
response team comprising cybersecurity experts, forensic analysts, and legal advisors was assembled to
conduct a thorough examination of the compromised systems, identify the root causes of the breach, and
determine the extent of unauthorized access to sensitive data. The investigation involved comprehensive
forensic analysis, log examination, and malware detection to gather evidence and establish a timeline of
the attack.

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2. Communication with Stakeholders: Transparency and timely communication were paramount aspects
of Marriott's response strategy. Following the discovery of the breach, Marriott promptly notified relevant
regulatory authorities, including the Federal Bureau of Investigation (FBI) and the Information
Commissioner's Office (ICO), in compliance with data breach notification requirements. Additionally,
Marriott issued public statements acknowledging the incident, providing details of the breach, and
outlining the steps taken to address the situation. Direct communication channels, such as email
notifications and dedicated call centres, were established to notify affected customers and provide
assistance in navigating potential risks associated with the breach.

3. Remediation Efforts: Marriott embarked on a comprehensive remediation effort to contain the breach,
mitigate further damage, and strengthen its cybersecurity posture. Immediate actions included isolating
compromised systems, disabling unauthorized access, and implementing additional security controls to
prevent unauthorized entry into the network. Furthermore, Marriott conducted a thorough review of its IT
infrastructure, identifying vulnerabilities and implementing patches and updates to address known security
flaws. The company also deployed advanced threat detection technologies, such as intrusion detection
systems (IDS) and endpoint security solutions, to enhance its ability to detect and respond to future cyber
threats.

4. Enhancement of Cybersecurity Protocols: In response to the breach, Marriott implemented proactive

measures to enhance its cybersecurity protocols and resilience against future attacks. This included the
adoption of industry best practices, such as implementing multi-factor authentication (MFA), encryption,
and access controls to safeguard sensitive data. Additionally, Marriott conducted comprehensive security
awareness training programs for employees to educate them about cybersecurity risks and best practices
for safeguarding company assets and customer information. The company also established a dedicated
cybersecurity incident response team tasked with continuously monitoring for threats, conducting regular
security assessments, and refining incident response procedures to ensure readiness for future incidents.

In conclusion, Marriott's response to the cyber-attack on its Starwood reservation system in 2018 was
characterized by swift action, transparency, and a commitment to addressing the breach's impact on
affected individuals and stakeholders. By initiating a thorough investigation, communicating openly with
regulators and customers, implementing remediation efforts, and enhancing cybersecurity protocols,
Marriott demonstrated its dedication to mitigating the impact of the breach and fortifying its defences
against future cyber threats.

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Mitigation Recommendation
To mitigate supply chain vulnerabilities and prevent future breaches, Marriott could implement the
following measures:

1. Conduct Comprehensive Audits: Marriott should conduct thorough audits of all systems
involved in its supply chain, especially after mergers or acquisitions. These audits should assess
the security posture of acquired IT systems, identify potential vulnerabilities, and evaluate
compliance with industry standards and regulatory requirements. By conducting regular audits,
Marriott can proactively identify and address security gaps before they are exploited by malicious
actors.
2. Integrate IT Systems: To enhance security across its supply chain, Marriott should integrate
acquired IT systems into a centralized security infrastructure. By consolidating security controls
and management processes, Marriott can ensure uniform protection against cyber threats across its
entire network. This integration would enable centralized monitoring, threat detection, and incident
response, allowing Marriott to detect and mitigate security incidents more effectively.
3. Implement Multi-Factor Authentication (MFA): Marriott should implement multi-factor
authentication protocols to access sensitive guest data and other critical systems. MFA adds an
extra layer of security by requiring users to provide multiple forms of verification, such as
passwords, biometrics, or one-time codes, before granting access. By implementing MFA, Marriott
can significantly reduce the risk of unauthorized access to sensitive information, even in the event
of compromised credentials.
4. Utilize Advanced Technologies: Marriott should leverage advanced technologies, such as
artificial intelligence (AI), for automated log analysis and threat detection. AI-powered solutions
can analyse large volumes of data in real-time, identify anomalous behaviour patterns, and alert
security teams to potential security threats. By employing AI-driven threat detection capabilities,
Marriott can enhance its ability to detect and respond to cyber threats promptly, reducing the
likelihood of successful cyber-attacks.
5. Employee Training and Awareness: Marriott should prioritize employee training on
cybersecurity best practices to mitigate the risk of phishing attacks and other social engineering
tactics. Regular training sessions should educate employees on how to recognize and report
suspicious emails, phishing attempts, and other common cyber threats. By raising awareness
among employees and fostering a culture of cybersecurity awareness, Marriott can empower its
workforce to play an active role in protecting sensitive data and mitigating cyber risks.
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By implementing these prevention strategies, Marriott can strengthen its cybersecurity defences, mitigate
supply chain vulnerabilities, and prevent future cyber-attacks. These proactive measures will help Marriott
safeguard sensitive guest data, protect its reputation, and maintain trust and confidence among its
customers and stakeholders.

Conclusion
Marriott International Inc., a global hospitality giant, fell victim to a sophisticated cyber-attack on its
Starwood reservation system in 2018, highlighting the pervasive threat of cybercrime in the hospitality
sector. The attack, which began as early as 2014, exploited vulnerabilities in Marriott's IT infrastructure,
leading to the compromise of sensitive customer data and significant financial repercussions.

The cyber-attack, orchestrated by Chinese state-sponsored attackers, targeted Marriott's Point of Sale
(PoS) cash registers, compromising credit card data, personal information, and other sensitive guest
details. Despite the breach being reported by Starwood in 2015, Marriott proceeded with the acquisition
of the company in 2016, inheriting the compromised IT infrastructure and prolonging its exposure to cyber
threats.

In response to the breach, Marriott took immediate action to mitigate the impact on affected customers
and strengthen its cybersecurity defences. The company launched internal investigations, reported the
incident to relevant authorities, and implemented measures to enhance data security and prevent future
breaches. Additionally, Marriott established communication channels to assist affected individuals and
offered fraud detection services to mitigate potential financial losses.

Moving forward, Marriott must prioritize cybersecurity and adopt proactive prevention strategies to
safeguard against future attacks. This includes conducting comprehensive audits of all systems involved
in the supply chain, integrating acquired IT systems into a centralized security infrastructure,
implementing multi-factor authentication protocols, and providing ongoing employee training on
cybersecurity best practices.

By learning from the lessons of the cyber-attack and implementing robust cybersecurity measures,
Marriott can enhance its resilience to cyber threats, protect sensitive customer data, and maintain the trust
and confidence of its customers and stakeholders in an increasingly digital landscape.

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