Bedford Falls Director Learns Business Leadership ‘The Disney Way’
Like Disney parks and resorts, Rob Memmolo is committed to making families happy as Executive Director of Bedford Falls in Bedford, N.H., a Benchmark Senior Living assisted living and memory care community. Desiring to connect on a deeper level with families, residents and associates, it made sense for him to turn to The Walt Disney Company’s Disney Institute in Lake Buena Vista, Fla. Memmolo recently returned from the institute where he deepened his knowledge on delivering superior customer service, fostering exceptional leaders, creating quality experiences and engaging associates.
Last year, the Somersworth, N.H., resident was personally selected by Tom Grape, Chairman and CEO of Benchmark Senior Living, to be part of the company’s 2018 Chairman’s Club, a think tank dedicated to creatively solving company challenges. The Club also encourages each participant to select a personal development perk, which led Memmolo to attend the Disney Institute.
Over the last 30 years, Disney Institute has emerged as the gold standard for business and professional development, using time-tested business insights and examples to train business leaders and professionals worldwide. As part of the Leadership Excellence course, Memmolo went behind the scenes in a “living laboratory” to see firsthand how Disney methodologies are operationalized and how they can be adapted and applied to other industries and business environments, including senior living.
“At Benchmark we are all about elevating human connection,” says Memmolo. “Managers who intentionally nurture an environment of mutual trust and respect create stronger associate performance and ultimately experience greater business results. I’m fortunate that Benchmark gave me the opportunity to attend the Institute so that I could expand my skills and become a better leader.”
Memmolo began his health care career over 12 years ago. He joined Benchmark originally in 2010 and returned to the company in 2014 as Executive Director of Benchmark Senior Living at Nashua Crossings in Nashua, N.H. In 2015, he became the first Executive Director of Bedford Falls, which opened in 2012. Prior to Benchmark, he served as a hospice executive director and nursing home administrator. Memmolo earned a master’s degree in business leadership and a bachelor’s degree in business and management from Franklin Pierce University in Rindge, N.H. He also is a Certified Director of Assisted Living.
“No matter how much experience we have or how old we are, we can always continue to learn and grow,” says Grape. “At Benchmark, we are committed to personal development, whether it’s through our own Benchmark University or other professional development opportunities. Rob is an important role model for leaders in our organization, and he also is a key contributor within our Chairman’s Club. His desire to further his leadership skills perfectly aligns with our company value to ‘Be the Benchmark’ and connect to what matters most.”