Editorial Board   Guest Author

Mr. McIndoe

Bruce McIndoe

President, iJet Intelligent Risk Systems

Bruce McIndoe is President of iJET, a 3i-MIND Company. An iJET founder, Bruce has been the key contributor to the company’s strategic growth, securing its position as a leader in business resiliency with the development of the Worldcue® Global Control Center. Under Mr. McIndoe’s leadership, iJET has grown from a start-up to an established global provider of travel risk management services for more than 500 organizations in the public and private sectors. With many years of experience in intelligence operations and information technology, Mr. McIndoe is a seasoned expert in travel security, intelligence and risk management. He has more than 30 years of experience in the planning, design, development and deployment of a number of large, world-wide intelligence and risk-management systems. He is also involved in the integration of Internet technology and application integration frameworks to support group work throughout the enterprise. Prior to joining iJET, Mr. McIndoe was the founder and CEO of CSSi, an Inc. 500 and four-time Washington Technology FAST 50 company that developed intelligence collection and processing systems for various national intelligence organizations. In addition, he was one of the lead architects for the one of the most productive intelligence programs in the National Security Agency's history. He was also a major contributor to the Future Signals Intelligence (SIGINT) Systems Architecture Program and several major Communications Security (COMSEC) programs. Mr. McIndoe holds a Master of Science degree in computer science from Johns Hopkins University and is a trustee of Allegheny College, where he received his Bachelor of Science in physics. He has been cited as a travel security expert on NBC Nightly News and MSNBC and was recently recognized as one of the "Top 25 Most Influential People in the Travel Industry" by Business Travel News. He is an active speaker at conferences and for industry groups such as GBTA, ACTE and NBTA and is an Associate Professor at the University of Maryland University College teaching intelligence related courses.

Mr. McIndoe can be contacted at 410-573-3860 or bruce@ijet.com

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.