Universal Executives Apologize For “Failed Leadership,” Resulting in Alleged “Toxic” Working Environment

in Universal Orlando

universal orlando

Credit: Universal Orlando Resort

Universal Orlando Resort Executives recently reached out to Team Members and apologized for “failed leadership” in an internal video that was obtained by West Orlando News. 

According to the report by West Orlando News, Team Members at Universal Orlando’s Guest Contact Center provided feedback on a “Cultural Assessment” from the “Fair Employment Practices Team.”

Universal Orlando Islands of Adventure
Credit: Universal

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.

“I realize and understand that we have not been providing you with the leadership and support you deserve,” Flores said. “And for that, I am sorry. I know we have work to do and we’re going to do that work.”

Another executive, Alice Norsworthy, President of Global Marketing for Universal Parks and Resorts, said she would be visiting the Universal Orlando Guest Contact Center office as soon as she returned from Beijing, where just recently opened its newest Resort.

“It’s crucial for us to understand your perspective,” Norsworthy said in the video. “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.”

Universal Orlando Resort
Image Credit: go.carolinas.aaa.com

Both Universal Orlando executives promised to create an action plan that would be implemented “in the coming weeks.”

The exact details of the situation at the Universal Guest Contact Center have not been shared, but the report indicates that Flores had his office relocated from the backlot of the theme parks to the offsite leased warehouse office location where the Guest Contact Center is located. The publication states that staffing is not reaching adequate levels and many are quitting because of a “toxic work environment.”

The video from West Orlando News can be seen below:

More On Universal Orlando Resort

Universal Orlando Resort is home to many thrilling and epic attractions that you won’t want to miss. You can experience Hogsmeade, which includes Harry Potter and the Forbidden Journey, Hagrid’s Magical Creature Motorbike Adventure, and The Flight of the Hippogriff, as well as Jurassic Park River Adventure, the all-new Jurassic World: Velocicoaster, Skull Island: Reign of Kong, The Amazing Adventures of Spider-Man, The Incredible Hulk Coaster and much more at Universal’s Islands of Adventure.

Then, don’t forget about all the amazing attractions like Despicable Me: Minion Mayhem, The Simpson’s Ride, E.T. Adventure Ride, Harry Potter and the Escape from Gringott’s, MEN IN BLACK: Alien Attack, Hollywood Rip Ride RockIt, and much more all next door at Universal Studios Florida. Also in major Universal Parks News, Epic Universe— the largest Universal Park in the world— is currently under construction and is set to be finished by 2025.

What do you think of this reported working environment at Universal Orlando Resort? Let us know in the comments!

If you want to visit Universal Orlando Resort, you can today! Click here to get your vacation started! You can go to Universal Studios Florida, Islands of Adventure, then eat some dinner and grab a drink at CityWalk. Want to take a splash? Volcano Bay is ready for you. With so many fun events like Mardi Gras, Halloween Horror Nights, and more, Universal will give you an action-packed adventure like you are in the movies! And, who could forget about the Wizarding World of ‘Harry Potter’! Universal is also in the midst of building its biggest theme park ever, the Epic Universe, which is set to open in 2025. Or, how about a trip to Universal Studios Hollywood to experience the movies?

View Comments (10)