Service of Excellence
Rosen Hotels & Resorts is successful because of its associates. The foundation of our culture on which we’ve become successful is based on guidelines we call Pillars of Our Strength. The pillars include aspects of what make our culture and workplace desirable enough to be recognized as a Best Place to Work by the Orlando Business Journal.
The Pillars of Our Strength are ten guiding principles of exemplary service.
- Smile – Greet our guests and fellow associates with a genuine smile, make an eye contact and use their name.
- Appearance – Present ourselves with pride and conduct ourselves in a professional manner.
- Courtesy – Choose a positive attitude – Always say “please” and “thank you” to our guests and fellow associates.
- Phone Impression – Answer within three rings, smile and clearly give your name and department.
- Job knowledge – Ask questions, anticipate guest needs, learn all of our hotel service and commit to ongoing training.
- Communication – Listen with the intent to understand guests and fellow associates’ specific situation and needs.
- Problem Solving – Apologize for the situation, take ownership of the solution, and follow up.
- Pride in Property – Treat the hotel as it were your own home, pay close attention to details and report any deficiencies. (Remember to “Clean as you go” and that “Every day is inspection day.”)
- Teamwork – Recognize and encourage fellow associates to provide outstanding service.
- Golden Rule – Respect and treat our guests and fellow associates, as we would like to be treated.
Below are real life stories from our associates who were awarded a Golden Pillar Award for going above and beyond expectations. These associates have and continue to make an impact on fellow associates and the company. We invite you to read the stories as each provides an invaluable glimpse into the life of Rosen Hotels & Resorts.
2025 Golden Pillar Winners
Simo (Mohamed) Agcham
Rosen Shingle Creek
What does your typical day look like?
I start my day by checking in with my managers and making sure to shake hands with everyone. This is family, not just a job. I set up my tables and complete my side work to ensure everything is neat and ready for our guests. When I interact with guests at their tables, I enjoy our conversations and strive to make each of them feel like a VIP.
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
This company is family to me. We have that legacy from Mr. Rosen. We have everything we need, including support from all levels of management.
Why is service important to you?
I always put myself in the guest’s shoes. I have a background in hospitality school and love providing service.
What aspect of your job brings you the most joy and fulfillment?
I love meeting different people from around the world and seeing each guest be happy with their meal and service!
Jennifer Castaneda
Rosen Inn Lake Buena Vista
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
I love the work atmosphere. Plus, I have a good and respectful relationship with my managers and that means a lot to me.
What aspect of your job brings you the most joy and fulfillment?
I really enjoy serving our guests. I like interacting with them and always try to bring a smile to their day.
What is a memorable service experience that left a lasting impact on you?
We have specific guests from the Miami area who love olives and a specific dessert, so I always make sure their table has olives and that dessert. These guests visit our hotel often and always look for me; sometimes, they even bring their family members so I can meet them.
What are your favorite hobbies or activities outside of work?
I love going to Disney Springs and visiting the Disney parks frequently since I’m an annual passholder.
Jamileth Correa
Rosen Inn
What is a memorable service experience that left a lasting impact on you?
I remember helping an international guest from the UK. His credit card got blocked and he couldn’t figure out how to resolve it. I was able to help get his card working again, allowing him and his family to enjoy their stay. In their review, they expressed their appreciation for the assistance I provided.
What aspect of your job brings you the most joy and fulfillment?
Besides guests, I love my co-workers. Each morning, we share laughs and jokes. We are truly like a family.
Why is service important to you?
Service is important to me because I want to make the guest feel special, welcomed, and appreciated. I strive to go beyond their expectations.
What are your favorite hobbies or activities outside of work?
I enjoy traveling, taking walks, going to the movies, and spending time with my niece and nephews.
Kim DeBord
Rosen Inn at Pointe Orlando
What aspect of your job brings you the most joy and fulfillment?
The most fulfilling part of my job is being there for our executive team and completing various projects for them. I find joy in helping others shine!
Why is service important to you?
We offer memorable experiences here. Whether someone is celebrating a birthday, attending a convention, or going through tough times, I strive to provide service as if they were my own family.
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
I love to engage with families, especially those with kids. As a mom myself, I enjoy goofing around with the kiddos, allowing their parents five minutes to breathe. This aspect of my job is particularly unique and rewarding to me.
What does your typical day look like?
Every day is different, which makes my work exciting. I usually start by making rounds around the property, saying hello to everyone and checking if anyone needs assistance. I ensure our calendars are organized and that everyone is where they need to be for the day. I double-check agendas and then see where the rest of the day takes me.
Vinicks De Oliveira Gomes
Central Offices
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
I like it when I face challenges and come up with solutions, especially with technology. When we interview or photograph someone, I strive to make them feel comfortable and relaxed. Capturing those moments is what is rewarding to me.
What aspect of your job brings you the most joy and fulfillment?
I am fulfilled when I serve others and complete my tasks.
What does your typical day look like?
I start my days smiling and greeting everyone with a “good morning.” Usually when I wake up, I make an effort to have a good day because I love what I do and where I work.
What are your favorite hobbies or activities outside of work?
I love to swim, play volleyball, and enjoy all sports, as well as video games.
Sandra McCoy
Rosen Shingle Creek
Why is service important to you?
Service is important to me because everyone deserves a wonderful experience and to feel welcome during their stay with us.
What is a memorable service experience that left a lasting impact on you?
I remember a couple who came to Café Osceola to celebrate a 95th birthday. Our team sang for them and delivered a cake, which made their day. The couple was so touched by the level of service that they cried!
What are your favorite hobbies or activities outside of work?
I love reading great fiction books, eating great food, and being with my family.
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
Seeing my team happy and then seeing how they make our guests happy. I love seeing smiles on people’s faces.
Giovanni Nicoloso
Rosen Plaza
Why is service important to you?
Service is important because it connects us as human beings. Whether it’s on the job or in our personal lives, service is what we are meant to do.
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
The company’s commitment to recognizing hard work through events like the Golden Pillar Awards and the Associate of the Month program is incredibly meaningful. These celebrations, no matter how big or small, make it feel like you have a great impact on the company.
What does your typical day look like?
On a typical day, we experience a lot of back and forth between the different departments. We manage the inventory for all outlets and locations while maintaining constant communication with various teams, including the package room and banquets, as we coordinate numerous vendor deliveries.
What are your favorite hobbies or activities outside of work?
I enjoy building computers and everything in general. With computers, I like exploring how all the components function together.
Joel Pieters
Rosen Inn International
What does your typical day look like?
I check in guests at the gate or front desk, inform them about how to get their parking passes, assist with lost and found inquiries, attend shift briefings, and look for ways to best serve guest needs.
What is a memorable service experience that left a lasting impact on you?
When I was new here, I was able to help a guest find her room on property when she only spoke Portuguese. I knew I could handle anything to help guests.
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
I enjoy the benefits, especially the health care, the generous 410(k) benefits, and being near the attractions on I-Drive.
Why is service important to you?
I like helping guests come out of their ‘bubbles’ and experience life here in Central Florida.
Georgina Rodriguez
Rosen Centre
What aspect of your job brings you the most joy and fulfillment?
I love mentoring and pouring my knowledge and experience into others. Seeing them grow is fulfilling.
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
For sure, the benefits. When I train or interview someone, I speak highly of our benefits. My daughter is taking full advantage of the Rosen Scholarship, and our health benefits are amazing. I love what Mr. Rosen stood for.
Why is service important to you?
I have always been service-oriented. My mom served in church and was the youngest of 12 siblings. She always helped others; I got my service mentality from her. At work, service is the backbone of our industry. You can have the best rooms and the finest hotel, but without exceptional service, it doesn’t matter. Great service keeps the guests coming back!
What are your favorite hobbies or activities outside of work?
I love reading and usually buy too many books. I’ll make some coffee or tea and use that as my own “me time.”
David Watters
Rosen Inn at Pointe Orlando
Why is service important to you?
I believe that exceptional service elevates the entire dining experience. It’s not just about getting food to the table; it’s about creating an atmosphere of warmth, welcome, and genuine care.
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
I find deep satisfaction in my work and enjoy the positive impact I make on both guests and associates.
What aspect of your job brings you the most joy and fulfillment?
My fulfillment comes from knowing that I’m not just building a team; I’m creating a legacy of culinary excellence while fostering a culture of respect and collaboration.
What is a memorable service experience that left a lasting impact on you?
I assisted a group of elderly attendees from the Federation of the Blind convention with their menu choices, personally delivering their meals and making them feel appreciated and cared for. The experience was heartwarming.
Past Service Award Winners
2024
Adrienne Lee, Rosen Centre Hotel
Akiko Okamoto, Rosen Inn International
David Wood, Central Offices
Diana Castellanos, Rosen Shingle Creek Hotel
Guirlaine Dimanche, Rosen Inn Lake Buena Vista
Michael Rozier Jr., Rosen Inn at Pointe Orlando
Robert Sterits, Rosen Centre Hotel
Toi Rucker, Rosen Plaza Hotel
Ylsa Leyva, Rosen Inn
Kim Carson, Central Offices
2023
Mariela Recinos Arriaza, Rosen Inn International
Joanna Santana, Rosen Inn
Osmana Sokolov, Rosen Inn
Luis Morales, Rosen Inn at Pointe Orlando
Jill Osborne, Rosen Inn at Lake Buena Vista
Fabio Iglesas, Rosen Plaza
Brittney Harris, Rosen Centre
Aspen Young, Rosen Shingle Creek
Wilson Lopez, Rosen Shingle Creek
Myisha Hernandez, Rosen Medical Center
