About Us: Service of Excellence

Part of our company’s culture lies in how well we treat our guests and each other. The Pillars of our Strength are the service tenets designed to guide us in our daily interactions. The Service Advisory Councils (SAC) at each of our hotels convene monthly to measure our service delivery and ensure consistency in our behavior with customers. These SAC meetings give associates the opportunity to discuss and share observations on our service delivery. Topics discussed at our SAC meetings can affect the decision making process of the company. One person’s idea can make a difference.

Every year ten Rosen Hotels & Resorts associates are honored with the Golden Pillar Award for outstanding service. These winners are nominated by fellow associates and then selected based on guest and co-worker feedback, manager input, and the general manager’s recommendations. We are proud to have this diverse group of associates represent our company.

2016 Golden Pillar Award Winners

Each year, 10 Rosen Hotels & Resorts associates are selected to receive a Golden Pillar award for their outstanding service. These winners were nominated by their fellow associates and then selected based on guest and co-worker feedback, manager input, and general manager recommendations. We are proud to have this diverse group of associates represent our company.

Mercedes Rivera, associate since January 2005

Rosen Inn International, Sales/Executive Office

What do you like most about working at Rosen Hotels & Resorts?
I love the family atmosphere and approach. Here, we know each other and would do anything for each other. I also love the good things Mr. Rosen does to help the community. I love how we all have a sense of pride with our property and attention to detail. Lastly, this is a company geared toward service.

Why is service important to you?
It is important because I look at service from my perspective. I always think of the Golden Rule, which is to treat others as you would like to be treated. I want to treat people how I would like to be treated when I travel. To treat them with kindness and respect is important to me. It does not cost anyone anything to make someone else feel good.

In her spare time, Mercedes can be found journeying inside the world of books, attending and volunteering at church, and spending time with friends and family.

Elisena Aladin, associate since November 2010

Rosen Inn closest to Universal, Front Desk Agent

Why do you take providing great service so personally?
I love helping guests when English is not their first language. I always try to help and communicate with them no matter what language it is: Portuguese, Spanish, Creole, etc. I place myself in their shoes and think, “If I was traveling, I would want someone to take the time to try to help me.”

Do you have a service story that you remember well?
During my wedding anniversary, my husband and I went to a hotel in St. Pete. It all started when I called reservations and spoke with a very pleasant agent. She took her time to go over every option, room rate deals and amenities the hotel offered. She was very thorough and went above and beyond by spending so much time with me to make sure I understood everything. When we arrived at the hotel, she happened to be the front desk agent checking us in. She remembered me and welcomed my husband and me, congratulating us on our anniversary. She checked us in, upgraded our room, and called the room during our stay to check in and make sure we were enjoying ourselves. Since then, because of her level of service, I will only stay at that hotel when I travel to St. Pete.

When not at work, Elisena loves spending time with her husband and daughter, and enjoys attending church or cooking in the kitchen. She is currently studying for a culinary degree.

Cattsby Annis, associate since June 2010

Rosen Inn at Pointe Orlando, Food & Beverage

Do you have a service story that you remember well?
I have a really touching story. I was out with my family when we saw this crying girl inside the restaurant, so I walked to her and asked her if she was okay. She told me she did not have enough money to pay her bills and she didn’t want her parents to be disappointed with her because she wasn’t taking her responsibilities seriously. After hearing her story and calming her down, I paid the bill for her and told her to keep her money, as I didn’t need it. I made sure she got into her car safely and saw her drive off. I’ll probably never see her again, but that story still gets to me to this day.

Why do you like working at Rosen Hotels & Resorts?
I like working at Rosen Hotels because I love making people’s day a little better. Just a small act of service can make someone’s day. Your small act can make a big change for that person.

In her spare time, you can find Cattsby staying active. Whether it is running, cooking, spending time at church, watching movies or going on cruises, she is always staying busy.

Jessie Fernandez, associate since August 2009

Clarion Inn Lake Buena Vista, Sales

What is your favorite part of your job?
I love dealing with everybody, whether it’s a coworker or guest. I enjoy interacting and talking to my team to help build relationships. I like making people happy and helping to make sure they have a good time. I’m happy knowing I helped set up their vacation and that it went well.

Do you have a service story that you remember well?
A few years ago, a guest was given my email and contacted me about specific room requests that she had. She needed not only a handicap room due to a recent surgery, but also two adjacent rooms. We communicated multiple times before she arrived and I made sure I blocked the rooms for her specific requests. When she arrived, I made sure she had everything she needed and desired. To help welcome her, I had a fruit basket placed in her room. She was very thankful that we were able to honor her requests and appreciated that we made her feel so welcomed. She said she would definitely be back.

In her spare time, Jessie can be found spending time with family, especially her son, whom she loves to take to the park. She also loves going to the beach.

Josh Hinderer, associate since February 2015

Rosen Plaza® Hotel, 3NINE

Why is service important to you?
Everybody has daily struggles, whether it has to do with work or personal life. However, when they go out to a restaurant or come to the bar, it is to get away, take a break and relax. It is a break from their lives, and to be able to help them and give them great service is important to me. I love being able to help someone smile and relax, even if it is only for a few minutes. We all deserve a break every now and then.

Do you have a service story that you remember well?
I noticed a regular guest was back at the hotel, someone who comes to the bar throughout her stay. I remembered from the last time she was on property that she had a favorite drink she liked to order every day, and this drink happened to no longer be on the menu. When I was stocking the bar, I realized an ingredient for her drink, cucumber water, was missing. I thought I should hurry to stock it in case she stopped by. Sure enough, she arrived at the bar asking about a drink she had during her last stay, but couldn’t remember the name of. I asked her if she wanted the one with cucumber water in it. She was pleasantly surprised and asked, “How could you remember?” I made her the drink, and later on I overheard her telling all of her friends how impressed she was that I remembered.

In his spare time, you can find Josh sleeping or working on computers (including building and finding parts to improve them). He hopes to someday make a career out of computer engineering.

Tiffany Baker, associate since December 2015

Rosen Centre® Hotel, Health Club

Why do you take providing great service so personally?
When you take providing great service personally, it becomes genuine. It is important to have a great first experience that you can build off of. I try to remember names and faces so the next time I see the guests, I can remember and welcome them. Also, always be nice and genuine to everyone and anyone because you never know when you might see them again.

Do you have a service story that you remember well?
One morning, a guest came in upset that they were unable to check in early. She was just browsing and wanted to see what we had to offer. She eventually checked in to her room, and after washing her hair, her hair turned pink due to some products she used. She called me crying, very upset, and wanted to know if we could help her in any way. I let her vent on the phone for a few minutes and then offered a few different options we could provide her with to help her relax. By the end, we had made her day and helped her calm down. She appreciated the time we took to help her.

When she is not working, Tiffany enjoys shopping at the mall, cleaning and cooking.

Guy Dieudonne, associate since October 1997

Rosen Shingle Creek, Housekeeping

Do you have a service story that you remember well?
I was working on the fourth floor of the hotel one day when I found a guest wandering the hallway, looking confused. When I offered my help, she told me she had just checked in and couldn’t figure out how to get her room door to open. I took the time to show her how and saved her a long trip down to the front desk.

What do you like most about working at Rosen Hotels & Resorts?
Service is my passion. I enjoy making people feel like they’re right at home, and seeing guests smile makes my job worth it. I love my department and leaders because we are all like a family. It has helped me to grow as a person and I have never had a problem while working here. I love everybody here. This was my first job and I never left for these reasons.

In his spare time, you can find Guy spending time with his wife and three children. He enjoys sleeping, going to the gym, cooking and attending church.

Shrimati Singh, associate since May 1991

Central Offices, Rosen Standards

Why do you take providing great service so personally?
Service is what makes our guests come back. If you have good service, you don’t have to sell. Providing great service gives me a sense of accomplishment too. It’s so nice to see guests return to us due to the service that we provide them.

What do you like most about working at Rosen Hotels & Resorts?
I started working at Rosen Hotels & Resorts in 1991, and from the very beginning, I noticed how family-oriented the company culture was. I always felt like I was part of one big family. I also love our company’s dedication to give back to the community.

In her spare time, you can find Shrimati at her favorite place, the beach. She loves being in the water, reading and relaxing by the waves. She also enjoys movies.

Daniel Scollan, associate since May 2006

Rosen Shingle Creek, Director of Banquets

What is your favorite part of your job?
I love to be out assisting in the middle of an event. I love taking everything in and being in the midst of it. I love to see a group of associates come together and make an event happen. It takes a team to complete an event, and when it is successful, it is the icing on the cake.

Why do you take providing great service so personally?
I feel like I have a responsibility to provide an experience for our guests. Even though the specific guest we are serving might not be paying for the event, our company is paying us to serve the guests. Everyone deserves to be treated well and have a good and memorable experience.

In his spare time, you can find Dan either taking care of his lawn, golfing or enjoying a crossword puzzle while indoors. He also enjoys spending time with his three kids and his grandchildren.

Miguel Bouret, associate since March 2008

Rosen Inn Closest to Universal, Manager on Duty

Why is service important to you?
Service is our bread and butter. I have noticed that many businesses today are providing “good” service. While this is good, providing outstanding service is the right way to go and it just feels better.

Do you have a service story that you remember well?
The story that stands out the most is when I helped a guest rescue his dog, which ran away from the hotel. After a few hours of intense search, we eventually found the dog about three miles away from our property. The guest was in tears and gave me a big hug. This was perhaps the most gratifying moment for me since I have been working for the Rosen family.

In his spare time, you can find Miguel spending time with his wife, children and pets.