A video taken by West Orlando NewsFollowing reports of a hostile work environment, senior executives have offered their apologies to Universal Orlando Resort Team members who worked at the Guest Contact Center.
The video features Fernando Flores (VP of Universal Parks & Resorts Vacations and Consumer Sales Operations) and Alice Norsworthy (President of Global Marketing for Universal Parks & Resorts). The video is at most three months old. Flores refers specifically to Norsworthy, who has been the Chief Marketing Officer for Universal Parks & Resorts since then. Promotion to President of Global Marketing.
The video was originally sent to Team Members via email, in which Flores wrote, “Thank you for trusting with [sic] us with your honest and constructive feedback.”
Although the exact details of the situation at Guest Contact Center are unclear, the Fair Employment Practices Team conducted multiple roundtables with Team Members. The video was sent after these roundtables. Flores, Norsworthy thanked each other for their participation in the roundtables.
“I realize and understand that we have not been providing you with the leadership and support you deserve,” Flores said in the video, “and for that, I am sorry. I know we have work to do, and we’re going to do that work.”
Flores, whose office moved from the backlot to Guest Contact Center warehouse, stated that leadership was currently putting together an action program.
Norsworthy, recording by Universal Beijing Resort, said, “Please know that we’re all committed I’m personally committed to providing an inclusive environment where Team Members can thrive and where everyone’s proud to work.” She said she would be visiting the Guest Contact Center (GCC) after she returned to Orlando.
West Orlando News reports, despite roundtables and video that Team Members continue leaving the GCC in large numbers and no significant changes have been made in the work environment. GCC is managed by Deborah Colangelo, Senior Director.
When West Orlando News reached out to Universal Orlando Resort, they declined to comment. You can watch the video below.