It all started with a weekly story.
The Friday Story began as a weekly voicemail to my team. Only the managers received it at first. These voicemails were an invitation to reflect on leadership, customer service, attitude, inspiration, and teamwork. Soon, the stories I left on voicemail took on a life of their own. They became a staple of weekly staff meetings and The Friday Story was born.
That was in 1992. From there, The Friday Story grew to reach more than 20,000 people weekly. While the medium has evolved, each story is still a “lesson plan for life.” Every story is an opportunity to stop and remember that goodness has an everlasting effect; that while plenty of people get ahead by doing bad, history shows that it catches up to them. Each story is an invitation to do good, to improve the human condition, and to lead. So...what’s your story?
About the Author
Rob Hebeler
Robert M. Hebeler is the Vice President of Customer Experience and Operations for Wyndham Vacation Rental -- the largest home rental management company in North America. Rob also teaches as an adjunct professor of Organizational Behaviors, Leadership and Executive Education in Business Ethics at Rollins College.
Rob has held senior positions in the public and private sectors with Wyndham Vacation Ownership, the State of Florida, Harrah’s Entertainment, Marriott Vacation Club and NASA.
Rob is a graduate of Boston College Carroll School of Business, holds a Master Degree in Public Administration from the University of Hartford, and a Master of Business Administration from Rollins College. Rob is presently a Doctoral Candidate of Business Administration at the Rollins College Crummer Graduate School of Business
Biography
Professional Experience
WYNDHAM VACATION RENTALS
• V.P. of Customer Experience & Operations, 2017 - Present
ROLLINS COLLEGE, CRUMMER GRADUATE SCHOOL OF BUSINESS
• Assistant Dean, 2015 - 2017
WYNDHAM VACATION OWNERSHIP
• V.P., Owner Experience, 2012 - 2015
• V.P., Resort Operations, 2007 - 2011
STATE OF FLORIDA
• Chief Performance Officer, 2007
HARRAH'S ENTERTAINMENT
• V.P., Customer Quality Assurance, 2005 - 2007
MARRIOTT VACATION CLUB WORLDWIDE
• V.P., Customer Engagement, 1995 - 2005
• V.P., Customer Experience, 1992 - 1995
Education
ROLLINS COLLEGE
Crummer Graduate School of Business, P.h.D., Executive Doctorate Business Administration
ROLLINS COLLEGE
Crummer Graduate School of Business, M.B.A., Business, 2006
UNIVERSITY OF HARTFORD
M.P.A., Finance, 1987
BOSTON COLLEGE
Carroll School of Management
B.S., Marketing, 1985
Recommendations
“Rob is the most dedicated, conscientious professional I have had the pleasure of working with over my 25 years. His focus, energy and attitude are an inspiration to all around him. Rob is extremely customer focused and relentlessly looks for ways to increase customer loyalty and engagement.”
“Rob is a consummate leader. He was able to show me what it means to be a true professional while still having a good time and enjoying our work. His skills allowed us to demonstrate to our colleagues the value of true customer service and the effect on the bottom line. ”
“Rob is one of the most energetic, hard-working, smart and focused customer relationship executives I have ever met. He is truly a fabulous manager of people and a creative get-it-done guy. Can’t say enough about him.”