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.
2024 Golden Pillar Winners
Adrienne Lee
Rosen Centre Hotel
Why is service important to you?
Service impacts everyone, from all walks of life and in any industry. It can make or break an experience.
What aspect of your job brings you the most joy and fulfillment?
I enjoy working closely with the Executive Chef and the culinary team. It allows me to witness the creativity that goes into our food, from the creation of a recipe to the final plate setting.
What is a memorable service experience that left a lasting impact on you?
We had a birthday party at one of the restaurants. For this restaurant, the burgers were a very popular item on their menu. However, the guest of honor claimed they “only ate McDonald’s burgers.” So our team went to the nearest McDonald’s and brought him a McDonald’s burger while the rest of the party had a burger from our restaurant. This guest was very happy and surprised that our team pulled this off, while their family loved it and thought it hilarious.
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
I love the family atmosphere and the camaraderie. Before Rosen, I never worked in a place that felt supportive. Everyone bands together in our shared goal to provide great service.
Akiko Okamoto
Rosen Inn International
What does your typical day look like?
I set up breakfast and dinner. I serve drinks to guests and engage in friendly conversation with them. Because many guests stay for a couple of weeks, that gives me time to bond with them and anticipate their orders. My goal is to make guests feel like this is their home away from home.
What aspect of your job brings you the most joy and fulfillment?
I like building relationships with people though I may never see them again. I want to provide them with memorable experiences.
Why is service important to you?
I love making people’s day. It’s important to me that my guests don’t feel stressed. I want them to be happy because that’s what brings me happiness.
What are your favorite hobbies or activities outside of work?
I enjoy cooking! I love coming up with new recipes and making traditional Japanese dishes, specifically cookies, muffins, and Japanese barbecue.
David Wood
Central Offices
What educational background or relevant training do you bring to your role?
I hold an associate’s degree in business management with a focus on service and leadership in the hospitality industry. Over the last 30 years, I have served as an operational leader, training and development leader, and specialist.
Why is service important to you?
Someone once asked me if I thought I was altruistic because I believe in treating others at work with love, dignity, and respect. I responded that it wasn’t altruism, it was smart business. A happy associate equals a happy guest. And as Mr. Rosen says, “We’re in the hospitality business, and treating people with kindness and respect is what we’re all about.” It’s our job to provide guests with peace, joy, and happiness with experiences that touch their hearts and create lasting memories.
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
Our team environment of trust and respect makes it easy for me to thrive and be successful. My partners on the Learning and Development team allow me to focus on my passion and strengths while helping me grow personally and professionally. My leader cares about me and brings out the best in me. This job also gives me the opportunity to serve my fellow associates and leaders with fun, inspiring, and meaningful professional development classes.
What are your favorite hobbies or activities outside of work?
My life’s focus is my beautiful family. We’re Disney fans, so I enjoy spending time with them at any of the Disney parks, having father-daughter dates, or geeking out with my son at the Star Wars rides. I’m also an avid golfer and golf historian and even got to play the golf courses in St. Andrews, Scotland.
Diana Castellanos
Rosen Shingle Creek Hotel
What aspect of your job brings you the most joy and fulfillment?
I enjoy working with my colleagues, as they are nice people. We have great communication and great managers. I like how we help each other.
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
It’s close to my house! But truly, I look up to how Mr. Rosen rewards our community and its many different cultures. I also admire how long fellow associates have worked here, which solidifies what a great place this is to work.
What is a memorable service experience that left a lasting impact on you?
A guest in a wheelchair was disappointed to discover her room did not have a roll-in shower. A change could not be made until the following day, but in the meantime, I found a solution for the guest. The guest loved the solution so much she did not want to change rooms the next day. I’m glad I was able to help her situation.
What are your favorite hobbies or activities outside of work?
I love graphic design, cooking, and baking. I also garden; recently, I grew a lime tree along with vegetables and topiaries. Beyond this, I enjoy spending time with the love of my life — my dog, Roddick.
Guirlaine Dimanche
Rosen Inn Lake Buena Vista
What does your typical day look like?
I am a housekeeping supervisor, so I assist our housekeepers in making sure rooms and public spaces are clean and satisfactory to our guests.
What aspect of your job brings you the most joy and fulfillment?
I love the teamwork and the collaborative environment it brings. This company also rewards me with many opportunities to learn new skills and grow.
Why is service important to you?
If you provide great service, the guest will return. I take providing great service personally because I am a caring person. I like to help people. It is important to me to not only serve the guest but make sure they are happy and satisfied with their stay.
What are your favorite hobbies or activities outside of work?
I love cooking and listening to music. My husband and I also enjoy traveling; we are planning to visit Las Vegas this summer. We have been all over the world, including Panama.
Michael Rozier Jr.
Rosen Inn at Pointe Orlando
Why is service important to you?
Providing excellent service gives me a great sense of accomplishment. It makes me feel like I have done something worthwhile. My parents taught me to do what I can to the best of my ability, and for me that includes service. It seems small, but doing something the guest doesn’t expect can help put them in a better headspace.
What educational background or relevant training do you bring to your role?
I spent 9 nine years with the U.S. Army, doing everything from personal security to prisoner escorts. Military time has afforded me the ability to view security from many different standpoints.
What is a memorable service experience that stands out to you?
Every month, we try to provide a meal for our team. My third shift team loves food. As part of the leadership team, I make it a goal to provide them with a meal every month. The team greatly appreciates it and it brings us a sense of community.
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
The people, from guests to associates. I love my team. My team of associates makes it all worthwhile, and I enjoy interacting with people from different backgrounds and parts of the world. Rosen Hotels represents the melting pot of our country. There are few places I’ve worked at that embrace diversity and positivity in their work culture. It’s an exciting family-oriented atmosphere.
Robert Sterits
Rosen Centre Hotel
What educational background or relevant training do you bring to your role?
In the 29 years I’ve been with Rosen Hotels, I taught myself a lot of Microsoft applications. What’s nice about Rosen Hotels is that they encourage your growth.
What aspect of your job brings you the most joy and fulfillment?
There’s teamwork across the different departments. My team is a tight-knit crew with a lot of high-tenured associates. Feels like family.
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
I have felt like a number at other companies, but here I’m treated like a person. It’s truly a family-oriented business.
What are your favorite hobbies or activities outside of work?
I like relaxing in the lake, hanging out, and going out on the boat. I also enjoy watching the rocket launches on the coast.
Toi Rucker
Rosen Plaza Hotel
What does your typical day look like?
I usually work as a cashier at the Lite Bite or gift shop. I also sometimes help at the front desk.
Why is service important to you?
You never know what someone is going through. Providing them with great service might help to elevate their day. I believe in treating others the way you would like to be treated, so I work hard to make someone’s day.
What is a memorable service experience that left a lasting impact on you?
I remember how happy I made a guest one day because I helped find them an item on sale at another shop. They were upset that our sale was over, but I’m glad I was able to help them check out other nearby sales and find what they wanted.
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
I love our management and my fellow associates. Our general managers are kind and fun. They create a welcoming environment by going above and beyond for associates, showing that they care about us.
Ylsa Leyva
Rosen Inn
What does your typical day look like?
I work in housekeeping, doing quality control. I make sure rooms are cleaned and more.
What aspect of your job brings you the most joy and fulfillment?
I love interacting with guests, asking them about their day, and ensuring they feel welcome.
What are your favorite hobbies or activities outside of work?
I like taking care of my plants and going shopping.
What makes working for Rosen Hotels & Resorts uniquely rewarding to you?
I like the many benefits, including the affordable health insurance. I like how Rosen Hotels & Resorts takes care of its associates. With many high-tenured associates, I feel like I have job security here.
Kim Carson
Central Offices
What does your typical day look like?
I lead and support the training team in various development and facilitation projects. I oversee specialized service training and our company’s Service Advisory Council program, which focuses on improving our service and recognizing our service stars. I also support the HR Director in human resource functions that impact our organization.
Why is service important to you?
For me, service is making sure our associates have the resources and knowledge they need to be successful at Rosen Hotels & Resorts. We must give associates grace and patience in understanding technology and what is expected of them. If we don’t take the time to show and tell them, how do we think they can be successful? Be kind, always!
What aspect of your job brings you the most joy and fulfillment?
Associates are my favorite part of my job. Every relationship I built continues to bring a smile to my face when I travel to the properties. My kids always ask me how I know so many people, and the truth is that my Rosen family has been my family outside of my family for the last 18 years. My team is also one of the biggest reasons I come to work with a smile on my face. They trust and respect me, and they allow me space to help them grow while teaching me so much in the process.
What are your favorite hobbies or activities outside of work?
I enjoy going to Disney, SeaWorld, the beach, and the intercoastal with my husband and kids. We love to travel and make memories every chance we get. Personally, I love to read and watch Blue Bloods!
