Rupali Sawhney has been appointed Chief Customer Officer (CCO) at Otelier (formerly myDigitalOffice)
Otelier, a hospitality data platform powering the future of hotel operations, today announced the appointment of Rupali Sawhney as Chief Customer Officer. In this newly established executive role, Sawhney will lead Otelier's customer organization with a focus on building strong, lasting partnerships across the entire customer lifecycle - from onboarding and implementation through training, feature adoption, and ongoing success.
Sawhney brings more than 15 years of experience driving service excellence and transformational growth across enterprise software organizations. Her leadership will be instrumental in empowering Otelier's customer-facing teams to deliver hands-on support and proactive guidance, helping hoteliers operate more efficiently, drive profitability, and unlock a 360-degree view of their operations and guests.
Prior to joining Otelier, Sawhney held senior executive roles at top SaaS and enterprise technology firms, including Quickbase, Saama, IBM Watson (now Merative), Pegasystems, and Sovos. Her experience spans every stage of the client journey - enterprise sales, customer success, product strategy, and solution delivery - giving her a holistic perspective critical to Otelier's customer-first approach.
The appointment of Sawhney underscores Otelier's continued investment in customer success and its broader vision to centralize hotel operations data, reduce manual workloads, and drive performance across every department.
Learn more about the hospitality data platform powering the future of hotel operations at otelier.io.
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The breach, which began in 2014 and went undetected for four years, exposed names, email addresses, passport numbers, credit card details, and travel histories. The fallout was staggering: Financial Impact : Marriott paid a $52 million settlement to 50 U.S. states in 2024 and faced a £18.4 million fine from the UK's data watchdog for GDPR violations. : Marriott paid a $52 million settlement to 50 U.S. states in 2024 and faced a £18.4 million fine from the UK's data watchdog for GDPR violations. Reputational Damage : Guest trust eroded, with media coverage highlighting Marriott's failure to secure Starwood's legacy systems post-acquisition. : Guest trust eroded, with media coverage highlighting Marriott's failure to secure Starwood's legacy systems post-acquisition. Operational Lessons: The breach exposed vulnerabilities in integrating third-party systems and the need for proactive cybersecurity audits. 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Here are actionable steps tailored for hotel operators courtesy of Captain Compliance: Conduct a Data Audit : Map out where guest data is collected, stored, and shared. Identify every system and vendor involved, from reservation platforms to loyalty programs. The technical industry term for this is 'Data Mapping'. : Map out where guest data is collected, stored, and shared. Identify every system and vendor involved, from reservation platforms to loyalty programs. The technical industry term for this is 'Data Mapping'. Vet Third-Party Vendors : Ensure partners like Otelier have robust security measures. Ask for certifications, review their privacy policies, and include data protection clauses in contracts. The technical term for this is 'Third Party Risk Management'. : Ensure partners like Otelier have robust security measures. Ask for certifications, review their privacy policies, and include data protection clauses in contracts. The technical term for this is 'Third Party Risk Management'. Implement Strong Access Controls : Limit employee access to sensitive systems and use multi-factor authentication. The Otelier breach started with stolen credentials—don't let this happen to you. The technical term for this is 'Access Based Controls'. : Limit employee access to sensitive systems and use multi-factor authentication. The Otelier breach started with stolen credentials—don't let this happen to you. The technical term for this is 'Access Based Controls'. Train Your Staff : Educate employees on recognizing phishing emails and securing login credentials. Regular training can prevent malware-driven attacks like Otelier's. : Educate employees on recognizing phishing emails and securing login credentials. Regular training can prevent malware-driven attacks like Otelier's. Comply with Privacy Laws : Update privacy notices to clearly explain how guest data is used and provide opt-out options, as required by laws like CCPA, CTDPA, VDPA, and the other 15+ comprehensive laws. Tools from companies like can automate compliance with state and global regulations, simplifying the process with cookie consent banners and adaptive privacy notices. : Update privacy notices to clearly explain how guest data is used and provide opt-out options, as required by laws like CCPA, CTDPA, VDPA, and the other 15+ comprehensive laws. Tools from companies like can automate compliance with state and global regulations, simplifying the process with cookie consent banners and adaptive privacy notices. Invest in Cybersecurity: Use encryption for guest data, deploy firewalls, and conduct regular security audits. Consider a risk assessment audit, as recommended post-Marriott, to identify vulnerabilities. The Path Forward: Prioritizing Guest Privacy The Marriott and Otelier breaches are not anomalies—they're warnings. Data privacy is no longer a technical afterthought; it's a core component of guest trust and operational success. With cybercriminals growing bolder and privacy laws tightening, hotel operators must act decisively. The hospitality industry thrives on creating safe, welcoming experiences, and that now includes safeguarding guest data with the same care as their physical comfort. Oregon regulators said at the recent International Association of Privacy Professionals Global Privacy Summit that they are going to be more aggressive in coming after violators. Connecticut's aggressive enforcement of its Data Privacy Act, with dozens of warning letters issued in 2024, shows that regulators are serious about protecting consumers. Hoteliers ignoring these trends risk not only breaches but also legal and reputational fallout. By auditing data practices, securing vendor relationships, and leveraging tools that automate the compliance requirements, operators can stay ahead of risks and build a reputation as trusted stewards of guest information. In hospitality, privacy isn't just compliance—it's a promise to every guest who walks through your doors. Richart Ruddie Founder of Captain Compliance Captain Compliance
