Service of Excellence

Mariela Recinos Arriaza

Rosen Inn International

What kind of educational or outside training have you received that supports your work?
I took the English classes offered by Rosen Hotels & Resorts. That experience has definitely helped me grow at work, and as a person.

Do you have a service story that you remember well?/ That stands out for you?
When I was a housekeeper, guests sometimes would leave their clothes and children’s toys around the room. While I cleaned their rooms, I made sure to fold their clothes and organize the toys. As a result, guests asked for me the next time they returned. That made me feel good, as thanks to my service I was able to develop long-lasting work relationships with guests.


Joanna Santana

Rosen Inn

List some of the daily tasks that you work on.
I set up daily housekeeping operations and complete long-term projects. My tasks include payroll, managing invoices and purchasing, creating schedules, and taking care of the housekeeping team.

What do you like most about working for Rosen Hotels & Resorts?/ Why do you like working for RHR?
First, I love our great healthcare program! It shows how much Mr. Rosen cares. I also love the growth opportunities the company offers — 12 years ago I worked part time in Lite Bite and now I’m a manager.


Osmana Sokolov

Rosen Inn

Do you have a service story that you remember well?/ That stands out for you?
A lady from Pennsylvania was staying with her husband for 3 weeks to escape the winter. She requested a special price at our buffet because they always consumed small portions. They were very happy we could accommodate them, and I would talk to her every day. When they left, she told me, “I never received this kind of attention and this type of care.” She said they would be returning.

What do you like most about working for Rosen Hotels & Resorts?/ Why do you like working for RHR?
I love Mr. Rosen’s generosity and how he supports education. He’s involved in the community. I love how he values associates first and cares about our happiness and well-being. He supports recognition through events like the Golden Pillar Awards. I love our great healthcare program and benefits. I love the growth opportunities and how he promotes from within.


Luis Morales

Rosen Inn at Pointe Orlando

Why is service important to you?
Service is important to me because I really like to help people out, especially our guests. Sometimes, guests cannot find their rooms or don’t know how to use the room key. That’s when I step in and try to help them as much as possible. What do you like most about working for Rosen Hotels & Resorts?/

Why do you like working for RHR?
I like a lot of the benefits that the company offers, particularly the amount of vacation time that is provided to us. It allows me to go the beach and relax. Overall, I’m very happy to be working for RHR for the last 30 years and I’m looking forward to working here for many years to come.


Jill Osborne

Rosen Inn at Lake Buena Vista

Do you have a service story that you remember well?/ That stands out for you?
In 1990, I worked with my mom, who was also a server and who helped get me my job. I served two guests from Wales and built a great relationship with them. I got a picture with them and my mom before they left. Over three decades later, they saw my name on a Tripadvisor review and recognized me. They returned to look me up and share the photo we took 32 years earlier because they loved my service.

What do you like most about working for Rosen Hotels & Resorts?/ Why do you like working for RHR?
I love Mr. Rosen — he is humble and real. He always thinks of his associates and community, whether it is through the medical clinic or what he does for Tangelo Park and Parramore. He sent my daughter to college, and she graduated from the University of Florida as a surgical veterinary technician.


Fabio Iglesas

Rosen Plaza

Why is service important to you?
Having a smile returned to you after you give one is the best feeling. When you’re always trying to stay positive, you get that positivity in return.

Do you have a service story that you remember well?/ That stands out for you?
I once saw a woman in the hotel who seemed lost and was looking around. I approached her and asked if she needed help, and she asked for directions to the convention center. I started explaining how to get there, but decided to walk her there to truly show her the way. We started talking, and it turned out she was the president of a company hosting an event at the convention center. The guest was really appreciative of the assistance. I would gladly provide that same service to everyone, regardless of their title.


Brittney Harris

Rosen Centre

What kind of educational or outside training have you received that supports your work?
I went to the Rosen College of Hospitality for hospitality and event management. While working as a front desk manager, I did the Rosen Management Training (RMT) program. It helped me hone my management skills. I still use everything from my classes and my experience from the RMT.

Why do you take providing great service so personally?
Working at the front desk, I saw how your handling of a challenging situation can flip a guest’s experience around, and that means a lot to me.


Aspen Young

Rosen Shingle Creek

List some of the daily tasks that you work on.
I ensure guests are happy and take care of their needs, taking care to turn any negative situations into positive ones. Delivering great service requires interacting with every department in the hotel.

What do you like to do when not at work?/ Outside of work, what are you most likely to be found doing?
I love playing basketball. Spending time with family is also very important to me; I’m engaged and have a son.


Wilson Lopez

Rosen Shingle Creek

Why is service important to you?
I want the guests to feel like they are at home, so I make sure that they have a memorable stay with us. I go above and beyond whenever I can, expecting nothing in return. Doing everything from the heart is important.

Do you have a service story that you remember well?/ That stands out for you?
There was a young girl that stayed here during the pandemic. I gave directions to her parents on where to go and what pools to use, and where the ice cream shop was. We walked over and I got her an ice cream. Later, the girl came back and gave me a picture she drew of me, and that was really special.


Myisha Hernandez

Rosen Medical Center

List some of the daily tasks that you work on.
Basically, I am a floater and a lead medical assistant for the medical center. I oversee the medical assistants on the floor, guiding them when they have questions and helping them with various tasks. Lastly, I’m an assistant to Dr. Ryan, our medical director.

Why do you take providing great service so personally?
Because I think of every patient as a family member, my goal is to provide the best experience possible.

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