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.
2026 Golden Pillar Winners
Loveda Augustin – Front Desk Rosen Inn International
Service is important to me because “it makes me happy to help someone feel comfortable and welcome,” especially guests who may be arriving after a long or stressful travel day. I believe a kind moment can turn a “not happy guest into a happy one,” and that’s something I truly take pride in. What brings me the most joy is the family atmosphere we share at Rosen Hotels & Resorts—“we’re stressed together, happy together, and we change each other’s day for the better.” One experience I’ll never forget was giving a first‑time guest one of our golden ducks at checkout; the simple gesture moved her to tears and reminded me how powerful kindness can be. Each day, I focus on greeting everyone with a smile, supporting my team, and bringing a positive attitude to create meaningful guest experiences. Outside of work, I enjoy sewing, singing Christian music, and dancing as a fun and uplifting way to recharge.
Carendelis Roman Medina – Rosen Inn at Universal Food and Beverage
Service is important to me because I always think about how I feel when I’m on vacation—you want to relax, have a good time, and feel at home from check‑in to dining and everything in between. I believe guests are looking for “that kind of special service,” and I want them to choose to come back again because of how they feel when they’re here. The most rewarding part of my job is when guests return year after year and say, “I hope to see you next year,” and then I’m still here to welcome them back. One experience that truly stayed with me was surprising a family from the UK who were celebrating their wedding anniversary—“the husband was so surprised he almost cried,” and he told me that same moment was why they return every year. Working at Rosen Hotels & Resorts feels like family; I love my job, my coworkers, and the opportunity to grow while helping across departments where “everyone has each other’s backs.” My day starts with making sure we’re fully stocked and prepared for upcoming groups so we can serve guests seamlessly. Outside of work, I enjoy water sports like jet skiing and riding my ATV—if I’m not in the water, I’m usually outdoors, or spending time at the theme parks with my kids.
Cynthia Strumpf – Rosen Inn Pointe Orlando Front Desk
Service is important to me because it makes me feel like I’m “doing something good” and bringing smiles to our guests while also supporting our work family in any way they need. I find the most joy and fulfillment whenever I can help—whether it’s something small like a smile or stepping in to assist a coworker—because “family helps family.” One of the most meaningful parts of my role is being able to translate for guests who speak Portuguese; seeing how relieved and grateful they are reminds me how service helps shorten the gap between the guest and the company. Working at Rosen Hotels & Resorts feels like a family away from home, where managers truly care and you’re never just a number. Each day at the front desk, I focus on arrivals and departures, staying organized, completing my tasks, and then helping my colleagues, especially during busy moments. Outside of work, I enjoy quiet walks around a nearby lake or sitting on my balcony with a cup of coffee, enjoying the fresh air and tuning out the world for a bit.
Ananissa Hernandez – Rosen Inn Lake Buena Vista Front Desk
Service is important to me because I believe in the golden rule—“if I were going out somewhere, I’d expect great service,” and I want to give my full heart and effort to make others feel comfortable and welcome. Putting myself in someone else’s shoes makes service personal for me, and I always try to smile and “make someone’s day.” The greatest joy in my role comes from working alongside my incredible coworkers and helping make Rosen LBV feel like family, because here, “titles don’t matter—how we treat each other matters.” I love welcoming back regular guests, like a couple from the UK who stay with us every few months, and surprising them by remembering their names and preferences so they truly feel at home. Each day, I focus on meaningful interactions with both guests and coworkers, creating a welcoming environment through genuine connection. Outside of work, I enjoy fishing as my quiet escape, playing basketball when I can, and spending time caring for my bunny, Belle.
Nacore Levasseur – Rosen Plaza Housekeeping
Service is important to me because it allows me to take care of myself and my family—if guests don’t receive good service and don’t come back, then there’s no work for us, and I take that responsibility seriously. I take great pride in my role, especially when cleaning the restrooms and public areas, making sure everything is spotless and welcoming for our guests because that matters to me. A memorable experience for me is attending the Holiday Showcase with my family; it’s something we truly enjoy together and makes me feel proud of where I work. Each day, I start by cleaning the restrooms, picking up trash, and making sure the lobby and surrounding areas look their best. Outside of work, my faith is very important to me—I enjoy going to church, reading the Bible, and holding close the verse, “For from his fullness we have all received, grace upon grace” (John 1:16).
Kevin Saint Val – Rosen Centre Convention Services Setup
Service is important to me because of the feeling you get back from the guest—“when they smile, ask your name, and recognize you, it really means something.” The most satisfying part of my job is jumping in to take on rooms that aren’t set yet and getting ahead; I love seeing everything go from a blank slate to fully set up and ready. One service moment that stayed with me was when a guest contacted my manager to share their appreciation and left me a tip with a note that said, “Keep up the good work”—that meant a lot to me. Working at Rosen Hotels & Resorts isn’t easy, but that’s what makes it rewarding; it’s like a workout, and it’s all about the attitude you bring to getting the job done. My days are busy and always on the move, but we watch out for each other and work as a team to get everything done on time. Outside of work, I’m a big movie fan, love gaming, music, and cars, and if I’m not here, you can probably find me at the Daytona 500 or relaxing at the beach admiring classic cars.
Rose Bayard – Rosen Shingle Creek Housekeeping
I feel the most joy and fulfillment in my role because I’m genuinely happy to come to work and feel comfortable doing my job, no matter how hard it may be. I take pride in housekeeping and enjoy being able to talk with guests and help anyone who needs something—it’s work I feel confident and happy doing. Each day, I start by checking my assigned area, then make sure the front drive, restrooms, and surrounding spaces are clean and looking their best for our guests. What stays with me most is the happiness I feel knowing I’m contributing to a welcoming environment where guests can feel comfortable and cared for. Outside of work, I enjoy spending time at home taking care of my family, cleaning, grocery shopping, and making sure everything is ready for our day‑to‑day life.
Richardson Eugene – Millenium Technology Group
Service is important to me because I grew up learning to serve others, and I truly believe that when you help someone, you make their day better—and that makes me happy too. The most fulfilling part of my job is being able to step in when there’s a problem and help fix it, because I’m not just working, I’m helping someone and solving a real need. One experience that has stayed with me is assisting Haitian applicants in the HR lobby who had never used a computer before; seeing the relief and smiles on their faces reminds me how even something simple can make a huge difference. Working at Rosen Hotels & Resorts doesn’t feel like work to me—it feels like serving, much like the mission trips I take each year, where helping others is the purpose. My days involve following up on tickets, prioritizing requests, visiting departments, and stepping in whenever someone needs help, often fixing issues in the moment. Outside of work, spending time with my wife and kids is most important to me, along with going to church, reading my Bible, watching TV, and staying connected to my love for soccer.
Chef Ricardo Lopez – Rosen Plaza Harris Rosen Leadership Award Winner
Service is the foundation of a great dining experience for me—“the guest must get great service first,” because even the best food can’t shine without it. I love interacting with guests as a chef, especially when I’m challenged to go beyond the menu to create something meaningful for them. One unforgettable moment was when a guest from New York asked if I could prepare an Eggplant Rollatini that wasn’t on the menu; after some quick research, I created our own version, and he told me it was “the best Eggplant Rollatini” he had ever eaten. That moment reminded me why I love what I do. Working at Rosen Hotels & Resorts is especially rewarding because I’m trusted with the autonomy and flexibility to be creative and go “one step further” to meet guest needs. It’s a pleasure to be able to satisfy—and exceed—expectations every single day.
Doug Ribley – Rosen Centre Harris Rosen Leadership Award Winner
Service is important to me because it’s the purpose I serve—it gives me the opportunity to help others, both internally and externally, achieve their goals. The most joy and fulfillment I find in my role comes from supporting associates and helping them do their jobs successfully. One memorable experience was working with Terry Cosentino and delivering a superior product for his organization’s conference, which reinforced the impact strong collaboration can have. What makes working for Rosen Hotels & Resorts uniquely rewarding is that it allows me to be myself and use my strengths to help others be the best they can be. Each day, I focus on checking in with departments, providing support where it’s needed, managing projects, and observing daily operations to ensure everything runs smoothly. Outside of work, I enjoy golfing, fishing, and spending time landscaping.
Past Service Award Winners
2025 Golden Pillar Winners
Simo (Mohamed) Agcham, Rosen Shingle CreekJennifer Castaneda, Rosen Inn Lake Buena Vista
Jamileth Correa, Rosen Inn at Universal
Kim DeBord, Rosen Inn at Pointe Orlando
Vinicks De Oliveira Gomes, Central Offices
Sandra McCoy, Rosen Shingle Creek
Giovanni Nicoloso, Rosen Plaza
Joel Pieters, Rosen Inn International
Georgina Rodriguez, Rosen Centre
David Watters, Rosen Inn at Pointe Orlando
2024 Golden Pillar Winners
Adrienne Lee, Rosen Centre HotelAkiko 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 Golden Pillar Winners
Mariela Recinos Arriaza, Rosen Inn InternationalJoanna 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
