Universal

Studios Resort
Crisis Communication Plan - Pandemic Flu
November 12, 2013
Caitlyn Lower - Alexa Gedigian - Michelle George

Table of Contents
Number

Introduction



Acknowledgement Form

Crisis Rehearsal Dates


Crisis Inventory



Purpose and Objectives


Key Publics



How to Notify Publics


Crisis Communications Team

Crisis Directory



Emergency Personnel & Local Officials
Media Outlets



Crisis Communications Center

Equipment and Supplies

Skeletal Fact Sheets


Skeletal Media Release


Key Messages



List of Prodromes


Media Q&A



Evaluation Forms

Page

3

4

5

6

8

9

10

11

12

13

14

17

18

19

22
23

25

26

28

Introduction
Dear Universal Team Member,
Enclosed is our crisis management plan for the Universal Orlando Resort in the event of an
outbreak of pandemic flu. This is a detailed plan of action in the case of an emergency that
would affect the Universal family and our valued stakeholders and customers. Please read
and review this plan.
Pandemic flu must be considered a serious issue with tangible consequences to the
employees, staff, park visitors and guests at the Universal Orlando Resort. In the case that
pandemic flu comes to fruition, all actions delineated in the plan are to be taken
immediately. The safety of our visitors and staff is paramount.
Please take the time to read and understand your role in the event of pandemic flu on our
property. Your assistance and participation in the rehearsal dates are essential to the
preparation of our program. Thank you for your cooperation and support.

Thank you,

Thomas L. Williams
Chairman & CEO Universal Parks and Resorts

Acknowledgement Form
I, ___________________________________________________________________________ (employees full name)
hereby confirm that I have read the Crisis Communications Plan and understand that it is a
confiedntial document that describes the conduct, behavior and role expected of me as a
Universal employee in the case of a pandemic flu at the Universal Resort.

I hereby confirm that I will participate in the simulations and preparations for this crisis as
my role requires.

________________________________________________
Employee signature

________________________________________________
Date

Employee ID Number ______________________

Rehearsal dates
Crisis rehearsal dates will ensue as follows:
The rehearsals will be held every six months on the first Monday of the sixth month. The
rehearsals will include all crisis communication team members and emergency team
members that are available to participate. The simulation will begin before the major
theme parks open and will last one hour. The rehearsal will not affect any park visitors.
The team will review the crisis communication plan on the rehearsal dates and will make
any adjustments necessary for update. This time will also be dedicated to the education of
team members and the scheduling of future rehearsal dates. The crisis must be reviewed
before any well-known epidemic seasons and during national and local epidemics.

Scheduled rehearsal dates for 2014:

March 3, 2014
September 1, 2014

Crisis Inventory
Threat

Likelihood

Impact

Threat Value

Pandemic Flu

16

Hurricane

12

Threats of violence

12

Death/injury due to mechanical error

10

Employee Scandal

Threat assessment values were determined by conducting a news and media search
of the most recent threats to the Universal Orlando Resort. Based on historical occurrences,
a pandemic flu has a high likelihood in the Universal theme parks where thousands of
guests are within close proximity. Hurricanes (mainly occurring between June through
November) and threats of violence (such as bomb threats) are also common occurrences
that have the ability to affect normal resort operations. Employee scandals are less
common, followed by death or injury to a park visitor as a result of mechanical
malfunctions as the least common threat. As for impact, death or injury to a park visitor
due to mechanical errors would cause the most amount of harm and media coverage,
followed by a pandemic flu outbreak on property, a hurricane, threat of violence and
6

employee scandal.
Reputation Threat Assessment for Pandemic Flu
Stakeholder

Power

Legitimacy

Willingness

Likelihood

Impact

Total

Park Visitors

10

10

100

Hotel Guests

10

10

100

Investors

10

10

100

Park
Employees

30

Hotel
Employees

30

Media

56

Local
Management

10

90

Corporate

10

10

100

Vendors

15

Sponsors

30

Orlando
Residents

12

Purpose and Objectives

Purpose:
The purpose of this crisis communication plan is to ensure the safety and health of
all Universal Orlando Resort stakeholders. Visitor, guest and employee safety is of utmost
importance, and during times of crisis, our team will do everything in its power to
accommodate these publics.
This plan is also used to provide a systematic protocol for the employees and staff of
Universal Orlando Resort to follow in the event of a pandemic flu outbreak. This plan is to
be followed in the event that a crisis should occur within the Universal Resort properties,
including Universal, Islands of Adventure, the Royal Pacific Resort, the Portofino Bay Hotel,
the Hard Rock Hotel and CityWalk . The designated crisis team should follow this plan as
closely as possible to ensure that all the necessary steps are completed. Any additional
questions should be directed to spokesperson and Vice President of Corporate
Communications Tom Schroder.
Objectives:
To ensure the safety and health of the publics Universal Orlando Resort
To provide a series of steps to follow in the case of a pandemic flu crisis
To serve as a source of contact information to be used during times of crisis
To provide pre-made documents that can be quickly distributed to all media outlets
To provide evaluation forms to assess the effectiveness of the crisis communications
strategies and tactics

Key Publics in a Crisis

Primary
Park visitors
Hotel guests
Investors
Park employees
Hotel employees
Media
Secondary
Local Management
Corporate
Vendors
Sponsors
Orlando Residents

Notifying Publics
Each key public will be notified through the most efficient channel of
communication and notified expediently. All internal members will be notified through
various facets, such as email, office flyers and company posts on the intranet.

10

Crisis Communications Team

*Office contact and address (denoted in blue), followed by cell phone and home address
(denoted in grey)
Bill Davis

Alyson Lundell (Back-up spokesperson)

President & COO Universal Parks and Resorts

bill.davis@universalorlando.com
407-686-9001
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-841-4533
1324 44th St
Orlando, FL 32839-1256

Director Corporate Communications

alyson.lundell@universalorlando.com
407-686-9016
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-851- 6749
4941 Corto Dr
Orlando, FL 32837-4740

Blake Goldstein

Heather Rodriguez

In-house Attorney
blankegoldstein@universalorlando.com
407-686-9368
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-275-3401
2749 Wild Tamarind Blvd
Orlando, FL 32828-9356

Director of Human Resources

heather.rodriguez@universalorlando.com
907-686-9445
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-299- 4099
3621 Lake Lawne Ave
Orlando, FL 32808-7417

Eric Gray

Tom Schroder (Spokesperson)

Social Media Manager

eric.gray@universalorlando.com
407-686-9028
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-823- 2376
4413 Mobilaire Dr
Orlando, FL 32822-7429

Vice President Corporate Communications

tom.schroder@universalorlando.com
406-686-9015
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-246-0874
617 S Dollins Ave
Orlando, FL 32805-3307

Jennifer Hodges

Tracey Stockwell

Director On-Site Loews Hotels

eric.gray@universalorlando.com
407-686-9083
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-841-3395
1839 59h St
Orlando, FL 32839-1256

CFO Universal Parks and Resorts

tracey.stockwell@universalorlando.com
407-686-9002
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-299- 6740
3621 Lake Lawne Ave
Orlando, FL 32808-7417

11

Crisis Directory
Michael Bilyeu

Alyssa Halley

Vice President of Accounting

Government Relations Director

michael.bilyeu@universalorlando.com
407-686-9019
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-851-4592
3349 International Dr.
Orlando, FL 32837-4740

alyssa.halley@universalorlando.com
407-686-9456
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-025-9864
2103 West Drive
Orlando, FL 32828-9356

Robert Blair

Sam Liptak

Vice President of Operations

Director of Information Technology

robert.blair@universalorlando.com

sam.liptak@universalorlando.com

407-686-9017
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-282- 3200
9755 Old Patina Way
Orlando, FL 32832-5823

407-686-9353
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-010-0337
3680 Noble Avenue,
Orlando, FL 32832-5823

Albert Cohen

Nicole Mitchell

Director of Quality Assurance

Director of Human Resources

albert.cohen@universalorlando.com
407-686-9047
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-289-8986
1143 Indian Corners,
Orlando, FL 32822-7429

nicole.mitchell@universalorlando.com
407-686-9012
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-340-3825
8978 Colonial Apple Chase
Orlando, FL 32808-7417

Laura Collins

Bruce Wayne

Vice President of Finance

Head of Security

laura.collins@universalorlando.com
407-686-9012
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-885-4327
6414 Fallen Quay,
Orlando, FL 32839-1256

bruce.waynel@universalorlando.com
407-686-9368
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-239-0571
5239 Indian Isle
Orlando, FL 32808-7417

Linda Franks

Thomas L. Williams

Marketing Director

Chairman & CEO Universal Parks and Resorts

thomas.williams@universalorlando.com
407-686-9000
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-024-2386
1582 Orange Blossom Trail

linda.franks@universalorlando.com
407-686-93488
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
407-501-3499
8778 Kirkman Road,

12

Orlando, FL 32837-4740

Orlando, FL 32839-1256

Emergency Personnel and Local Officials

Kim Barnhill, MS, M.P.H.

Vincent Hsu, MD

Chief of Staff, Florida Department of Health

Health@doh.state.fl.us
850-245-4444
2585 Merchants Row Blvd.
Tallahassee, FL 32399
850-456-2013

Public Health Physician, Florida Hospital Orlando

paul.rooney@opd.com
407-303-7270
2501 N Orange Ave

8447 Sunny Log Expressway

Tallahassee, FL 32399

Orlando, FL 32804
407-252-9144
7422 Colonial Crossing
Orlando, FL 32804

Buddy Dwyer

Paul Rooney

Mayor, City of Orlando

buddy.dyer@cityoforlando.net
407-246-2221

Chief, Orlando Police Department

paul.rooney@opd.com
407-246-3727

P.O. Box 4990

Orlando, FL 32802-4990
407-921-3123
4730 Little Pioneer Meadow
Orlando, FL 32804

6731 S. Kirkman Rd
Orlando, FL 32819
407-902-3358
93 Umber Spring Ridge
Orlando, FL 32819

Dr. Tom Frieden

Rodger Silverstein, MS, M.P.H.

Director, Center for Disease Control and Prevention

frieden@cdc.com

Chief of Staff, Orange County Department of Health

Health@doh.state.fl.us

404- 232-6348
1600 Clifton Rd
Atlanta, GA 30333
404-246-9783
6787 Wishing Heights
Atlanta, GA 30333

(407) 858-1400
6101 Lake Ellenor Drive
Orlando, FL 32809
407-980-3596
6696 Jagged Bay
Orlando, FL 32809

13

List of Key Media

*Data found using Cision; sorted by Media Type
Name

Email

Outlet

Contact Title

Media Type

Phone

Billy Manes

bmanes@orlando
weekly.com

Orlando Weekly

Senior Staff
Writer

Community
Newspaper

+1 (407)
377-0400

Kathy Aber

wotimes@aol.com

West Orange
Times

Community
News Reporter

Community
Newspaper

+1 (407)
656-2121

Chuck McClung

cmcclung@florida
today.com

Florida Today

Health &
Medicine Editor

Daily
Newspaper

+1 (321)
242-3776

Lee Nessel

lnessel@floridato
day.com

Florida Today

Quick Launch
Editor

Daily
Newspaper

+1 (321)
242-3640

Ludmilla Lelis

llelis@orlandosent
inel.com

Orlando
Sentinel

County News
Reporter

Daily
Newspaper

+1 (386)
253-0964

Jim Ross

jim.ross@starban
ner.com

Star-Banner

City Editor

Daily
Newspaper

+1 (352)
374-5093

Fred Hiers

fred.hiers@starba
nner.com

Star-Banner

News Reporter

Daily
Newspaper

+1 (352)
867-4157

Susan Carr

susan.carr@starba
nner.com

Star-Banner

Reporter

Daily
Newspaper

+1 (352)
867-4156

Derek Catron

derek.catron@ne
ws-jrnl.com

The Daytona
Beach News-
Journal

Assistant
Managing Editor

Daily
Newspaper

+1 (386)
681-2289

Nick Klasne

nick.klasne@news
-jrnl.com

The Daytona
Beach News-
Journal

Assistant
Managing Editor

Daily
Newspaper

+1 (386)
681-2422

Cory Lancaster

cory.lancaster@ne
ws-jrnl.com

The Daytona
Beach News-
Journal

Managing Editor

Daily
Newspaper

+1 (386)
681-2440

David Corder

david.corder@the
villagesmedia.com

The Villages
Daily Sun

Local News
Reporter

Daily
Newspaper

+1 (352)
753-1119
ext. 9066

Livi Stanford

livi.stanford@thev
illagesmedia.com

The Villages
Daily Sun

Local News
Reporter

Daily
Newspaper

+1 (352)
753-1119

14

ext. 9245
Jerry Fallstrom

jfallstrom@orland
osentinel.com

Orlando
Sentinel

Bureau Chief

Daily
Newspaper

+1 (352)
742-5916

Eloisa Gonzalez

elogonzalez@tribu
ne.com

Orlando
Sentinel

Reporter

Daily
Newspaper

+1 (352)
742-5917

Cindy Barth

cbarth@bizjournal
s.com

Orlando
Business
Journal

Editor

Magazine

+1 (407)
241-2889

Richard Bilbao

rbilbao@bizjourna
ls.com

Orlando
Business
Journal

Staff Writer

Magazine

+1 (407)
241-2888

Desta Horner

horner@cmfmedia
.org

Heard in
Central Florida

Producer

News Web
Site

+1 (407)
366-5929

Michael Weiss

michael.weiss@uc
f.edu

UCF Today

Editor and
Assistant
Director, Public
Relations

News Web
Site

+1 (407)
903-8151

Kirk Healy

kirk.healy@coxinc.
com

Ask the Doctor - Host

WDBO-FM

Radio Show

+1 (407)
295-5858
ext. 4711

Big John

big@big1380.com

Big Talk with

Big John -
WELE-AM

Host

Radio Show

+1 (386)
212-2700

Lee

big@big1380.com

Health Talk
with Lee -
WELE-AM

Host

Radio Show

+1 (386)
523-1870

Robyn Austin

raustin@wloq.co
m

This Week In
Host
Central Florida -
WHKQ-FM

Radio Show

+1 (407)
647-5557

Monica Rix

monica.rix@coxin
c.com

WDBO-FM

General
Assignment
Reporter

Radio Station

+1 (407)
295-5858

Amy Green

agreen@wmfe.org

WMFE-FM

News Reporter

Radio Station

+1 (407)
273-2300

Becky Bentler

hunter@windfm.c
om

WNDD-FM

News Director

Radio Station

+1 (352)
622-9500

Monica May

monica.may@coxr

WWKA-FM

Community &

Radio Station

+1 (407)

15

adio.com

News Director

297-6397

Nicole Block

nblock@cfnews13.
com

Central Florida
News 13

News
Assignment
Manager

Television
Network

+1 (407)
513-1313

Shawn Ricker

sricker@cfnews13
.com

Central Florida
News 13

Planning Editor

Television
Network

+1 (407)
513-1313

Jacqui Van Kirk

wdsc@daytonasta
te.edu

WDSC-TV

Media Contact

Television
Station

+1 (386)
506-4464

Dave Elliott

wesh2news@gmai
l.com

WESH-TV

Assignment
Editor

Television
Station

+1 (407)
539-7878

Tom Hirsch

wesh2news@gmai
l.com

WESH-TV

Assignment
Editor

Television
Station

+1 (407)
539-7878

Amber Jackson

wesh2news@gmai
l.com

WESH-TV

Assignment
Editor

Television
Station

+1 (407)
539-7878

Dave Ross

wesh2news@gmai
l.com

WESH-TV

Assignment
Editor

Television
Station

+1 (407)
539-7878

Gene Saldana

gene.saladna@wft
v.com

WFTV-TV

Assignment
Editor

Television
Station

+1 (407)
509-5850

Matt Resser

matt.reeser@wftv.
com

WFTV-TV

Assignment
Editor

Television
Station

+1 (407)
822-8353

Lisa Blegen

news@wftv.com

WFTV-TV

Managing Editor

Television
Station

+1 (407)
822-8353

Raquel Giorgio

rgiorgio@wkmg.c
om

WKMG-TV

Managing Editor

Television
Station

+1 (407)
521-1323

Angel Blazquez

ablazquez@wkmg.
com

WKMG-TV

News Executive
Producer

Television
Station

+1 (407)
521-1323

Deborah Collura

dcollura@kprc.co
m

WKMG-TV

Vice President of Television

News
Station

+1 (407)
521-1323

Antonio
Velasquez-
Bernhardt

antonio.bernhardt
@foxtv.com

WOFL-TV

Managing Editor

Television
Station

+1 (407)
741-5027

Trinnette Bowers

trinnette.bowers@
foxtv.com

WOFL-TV

News
Assignment
Editor

Television
Station

+1 (407)
741-5075

Elisha Pappacoda

elisha.pappacoda
@foxtv.com

WOFL-TV

News
Assignment

Television
Station

+1 (407)
942-8009

16

Editor
Grant Heston

grant.heston@ucf.
edu

WUCF-TV

Associate Vice
Television
President of
Station
Communications
& Public Affairs

+1 (407)
823-5988

Crisis Communication Control Center

In the occurrence of the pandemic flu at Universal Studios Resort, it has been
determined that the Crisis Communication Control Center (CCCC) will be centrally located
in the on-site corporate offices area with smaller outposts in two other locations on
property.
Because the property is fully accessible from the City Walk location, the CCCC will
serve the most purpose within the Universal Studios Resort. The convenient location will
easily distribute supplies and information to all associated theme parks and hotels.
The corporate offices include large conference centers and meeting rooms within
the vicinity, so in the event of a crisis, the spaces will be easily accommodated for the CCCC.
The CCCC will also have outposts in the Hard Rock Hotel conference room and the security
offices located within City Walk for easily accessible supplies.

The Crisis Communication Control Center will depend on availability and size
requirements, but will take precedence over most activities for safety requirements.
Crisis Communication Control Center:
Corporate Offices
1000 Universal Studios Plaza
Orlando, Florida 32819-7610
(407) 224-4233
CCCC Outposts:
Hard Rock Hotel
5800 Universal Blvd
Orlando, FL 32819-7610
Phone: (407) 503-ROCK (2000)
Fax: (407) 503-ROLL (2010)
City Walk Security Office
6000 Universal Boulevard
Orlando, FL 3281 (407) 363-8000
17

Equipment and Supplies

Crisis Command Center supplies

25 laptop computers
25 telephones
3 copiers
3 fax machines
25 prepared binders for protocol, include multiple incident report forms
Company vehicles/golf carts
Paper
Pens, pencils
Conference room
Map/blueprints of Universal Orlando Resort
Copies of the Crisis Management Plan
Press Kits

18

Universal Orlando Resort Fact Sheet

Universal Orlando Resort Facts
Features cutting-edge attractions - based on pop-culture icons, Hollywood
blockbuster films and hit television shows - that transport visitors into a highly
imaginative world where they can leap through the screen and become the star
Annual events at Universal Orlando Resorts include Mardi Gras, the Summer
Concert Series, Rock the Universe, and Halloween Horror Nights. Other events
include Grinchmas at Islands of Adventure and New Years Eve at Universal
CityWalk
Theme Park Facts
Universal Studios
Opened in 1990
Has 107 acres of property
Features 10 attractions including: Despicable Me Minion Mayhem, Hollywood Rip
Ride Rockit, Twister...Ride It Out, Revenge of the Mummy, Disaster!, MEN IN BLACK
Alien Attack, The Simpsons Ride, E.T. Adventure, Terminator 2: 3-D and Shrek 4-D
Islands of Adventure
Islands of Adventure opened in 1999 with Academy Award-winning
producer/director Steven Spielberg as creative consultant
Has 101 acres of property
Features 10 attractions including: The Wizarding World of Harry Potter, Jurassic
Park River Adventure, Dudley Do-Rights Ripsaw Falls, Popeye & Blutos Bilge-Rat
Barges, The Amazing Adventures of Spider-Man, Doctor Dooms Fearfall, The
Incredible Hulk Coaster, The Cat in the Hat, The High in the Sky Seuss Trolley Train
Ride!, and Poseidons Fury
On-Site Accommodation Facts
Royal Pacific Resort has 750 rooms; Theme: South Seas
Portofino Bay Hotel has 750 rooms; Theme: Rock n Roll
Hard Rock Hotel has 650 rooms; Theme: Portofino in the Italian Riviera
Universal CityWalk Facts
Universal CityWalk opened in 1999
Has 30 acres of property
Features 4 nightclubs and more than 20 dining options including Bubba Gump
19

Shrimp Co., Jimmy Buffetts Margaritaville, NASCAR Sports Grille and NBA City

Pandemic Flu Fact Sheet

Seasonal flu is a contagious respiratory illness caused by flu viruses that affects
approximately 5-20% of U.S. residents
Flu season begins in the fall and peaks in January or February
Symptoms usually last from one to two weeks
Complications from the flu can include pneumonia and dehydration
Flu can be contracted when a person with the flu coughs, sneezes, or talks and
droplets land in your mouth or nose; can also be contracted by touching a surface or
object that has the virus on it and then touching your mouth, eyes or nose.
Seniors, children and people with chronic health conditions are more likely to
experience complications from the flu
The CDC is developing a vaccine virus for H7N9 (Avian flu) but pandemic flu does
not currently have a vaccine

20

Related URLs
Six Phases of an Influenza Pandemic, World Health Organization
http://www.illinoispandemicflu.org/flu-basics/pandemic-influenza/6-phases
Influenza Resources, Northern Illinois Public Health Consortium
http://www.illinoispandemicflu.org/flu-basics/influenza-resources
CDC Resources for Pandemic Flu
http://www.cdc.gov/flu/pandemic-resources/
Avian Influenza A (H7N9) Virus (would be updated for pandemic flu), flu.gov
http://www.flu.gov/about_the_flu/h7n9/index.html

21

Skeletal Media Release

Month, Day, Year


FOR IMMEDIATE RELEASE

Media Contact: Jill McNamee

406-686-901

Universal Resort Confirms First Case of Pandemic Flu on Property

ORLANDO, FLA. - Universal Orlando Resort has confirmed a case of the pandemic flu in a
_________________ (employee/guest). Pandemic flu is a contagious respiratory disease, and can
include strains like H1N1, H7N9 or H5N1.
At this time it is unclear as to which strain of pandemic flu the ______________________
(employee/guest) has contracted, but tests have confirmed a flu diagnosis.
We are working closely with the Centers for Disease Control and Prevention (CDC) and the
Florida Department of Public Health to keep the public informed, said Tom Schroder,
spokesperson for Universal Orlando Resort. There is no evidence of human-to-human
transmission in this case, but this individual will remain in isolation until complete
recovery.
Orange County health officials believe the patient was exposed to the virus ________________
_____________________________________________________ (manner in which the disease was
contracted). At this time, Universal Resort is not releasing the identity of the patient to
protect (his/her) privacy.
Symptoms of pandemic flu include typical flu-like symptoms including fever, cough, sore
throat, muscle aches, and runny nose.
Universal Orlando Resort acknowledges that many of the guests that visit the properties
have concerns and questions, all of which should be directed to the call center 407-123-
4567. Universal also encourages guests to maintain proper hygiene and to wash their
hands often to prevent the spread of the contagion.
At this time there are no quarantined areas or evacuation requirements.
###

22

Key messages
Park Visitors
Universal Studios and Islands of Adventure theme parks will continue to operate
under normal business hours.
All questions regarding the pandemic flu should be directed to the CCCC at 407-123-
4567.
The Universal Orlando Resort is committed to the continued safety of its visitors and
employees. We are aware of the current situation and are working closely with the
Center for Disease Control and Prevention to keep visitors up-to-date.
Additional information and the latest updates can be found on the home page.

Hotel Guests
The Loews Royal Pacific Resort, the Loews Portofino Bay Hotel and the Hard Rock
Hotel will continue to operate under normal business hours.
Rooms of guests affected by the flu have been properly cleaned and sanitized in
accordance with CDC guidelines and will remain vacant for at least 14 days after
infection.
All guests looking to change or cancel their reservation may direct their concerns to
the following entities:
Loews Royal Pacific Resort: 407-503-3000
Loews Portofino Bay Hotel: 407- 503-1000

23

 Hard Rock Hotel: 407-503-2000

Additional information and the latest updates can be found on the home page.

Employees
All unaffected employees should follow normal operating procedures
Should not answer any media questions. Any employees who are questioned by the
media should direct inquiries to spokesperson Tom Schroder.
Our company cares about its employees and is working closely with the CDC to
ensure that everyone is safe.
Any employees who fall ill or are experiencing flu-like symptoms should report this
information to their immediate supervisor.
Media
Universal Orlando Resort aims to remain transparent in its handling of media
questions. As soon as information becomes available, our spokesperson, Tom
Schroder, will share that information with all media outlets.
Theme parks, CityWalk and all on-site hotels will remain open unless stated
otherwise
The Universal Orlando Resort is committed to the continued safety of its visitors,
guests and employees. We are aware of the current situation and are working
closely with the Center for Disease Control and Prevention to keep visitors up-to-
date.

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List of Prodromes
Flu season (beginning in October, peaks in January, February)
Environmental scanning
Increase in employees taking sick days
Increase in health services used on the property
Health concerns from guests
Any national increase in flu symptoms
Any local increase in flu symptoms
Media stories regarding flu outbreaks in other counties
Theme park and hotel staff observations of guests with flu-like symptoms
(coughing, sneezing, raspy voice)
Increased purchases of medical supplies in on-property stores (including tissues, DayQuil,
cough drops, soup, etc.)

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Media Q/A
1. What have the parks done to prevent the spread of disease?
The safety of our guests is of utmost importance. There are multiple hand-sanitizing
stations outside all major attractions, as well as located within each restroom.
Restrooms are cleaned every hour, and all employees must follow mandatory Florida
Department of Health procedures. During flu season, we hang additional posters around
the property to encourage guests to continually wash their hands. We highly recommend
that our employees get their annual flu shot at the beginning of flu season. Extra
precautions are also taken to ensure the sanitization of rides by wiping down all seats
and handrails.
2. What is your procedure in the event of a quarantine or forced evacuation?
A quarantine has not been issued and there is no need for an evacuation at this time.
In the event that either of these were to occur, we have a system in place that moves
guests in or out of locations in a safe and orderly manner. All employees and staff are
trained to respond in this manner in the case of either a quarantine or evacuation.
Guests of the parks and hotels will be notified immediately by staff if either of these
events become necessary.
3. How many people have been affected thus far?
At this time there has only been one reported case of infection. We have contacted
the Center for Disease Control and Prevention to alert health officials and our staff will
monitor any additional outbreaks.
4. (If the affected person was an employee) Did he or she continue to work after
exhibiting symptoms?
Universal Orlando Resort policy requires that employees exhibiting any kind of cold
symptoms take the remainder of the day off. If employees are out of work due to illness
for more than three days, they must have a doctors note to return. The health and
wellness of Universal Orlando Resort employees is a sincere concern of the company,
and we take every precaution necessary to uphold our company standards.

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5. How often are facilities inspected for sanitation?

Facilities are inspected every year by a certified member of the Florida Department
of Health. We also have designated theme park employees to ensure the cleanliness of all
restrooms, attractions, restaurants and dining areas. At our hotels, guest rooms are
cleaned daily, and all bedding and towels are washed in high-temperature water and
bleach.
6. How will the hotel room of infected guests be cleaned?
In the case of a health issue within our on-site hotels, Universal Orlando Resort ensures
that a CDC-certified cleaning team completely strips the room of all linens and washes
them. The entire room is cleaned to CDC standards and no new guests are checked into that
room until 14 days after we sign off on the process.

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