Credit: Universal Orlando Resort
Universal Orlando Resort Executives recently reached out to Team Members and apologized for “failed leadership” inA video taken by West Orlando News.
According to the report West Orlando News, Team Members at Universal Orlandos Guest Contact Center provided feedback on a “Cultural Assessment” from the “Fair Employment Practices Team.”
Fernando Flores, Vice President of Universal Parks & Resorts Vacations and Consumer Sales Operations, told the Team Members that Universal had not provided them “with the leadership and support” that they deserved.
Flores acknowledged that I understand and recognize that we have not provided you with the leadership or support you deserve. I am sorry for this. I know there is work to be done and we will continue to do so.
Alice Norsworthy (President of Global Marketing for Universal Parks and Resorts), said another executive that she would visit the Universal Orlando Guest Contact Center office when she returns from Beijing, where it just opened its new Resort.
Norsworthy says in the video that understanding your perspective is essential. We are all committed to creating an inclusive environment that Team Members can thrive in and where everyone is proud to work.
Both Universal Orlando executives promised to create an action plan that would be implemented “in the coming weeks.”
The details of the situation at Universal Guest Contact Center are not known. However, the report states that Flores moved his office from the backlot of the parks to the offsite leased warehouse location where the Guest Contact Center is. The publication states that staffing is not reaching adequate levels and many are quitting because of a “toxic work environment.”
Below is the video from West Orlando News
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