6/15/2017 12:00 AM
1:00pm - 2:15pm | Santa Fe

Case Study

With the Wave of the Wand – How The Leadership Challenge Positively Impacted Team Member Satisfaction at Universal Orlando

Presented by
Kirsten Abbott-West
Certified Master
Session Description:
In 2010 with the opening of The Wizarding World of Harry Potter, Universal Orlando began a journey to be recognized as having the best guest service in the themed entertainment industry. The company focus on the value chain that Team Member Satisfaction leads to Guest Satisfaction leads to fair and reasonable profit needed support from a robust, practical, research-based leadership behavioral model and tools. With the launch of The Leadership Challenge workshop in September 2014, significant impact has been seen in overall Team Member satisfaction and engagement. This session will highlight the specific journey and impact on the Marketing & Sales Division and share tactics that continue to impact Team Member satisfaction and engagement by focusing on the practice and behaviors of Encourage the Heart.

When asked “what 3 words would you use to describe the culture of Universal Orlando”?– the number one word put forth from 13% of over 16,000 Team Members was FUN. FUN is a value at Universal Orlando and reinforced with both global programs, and by leaders daily demonstrating the behaviors of the Practice “Encourage the Heart”. This session will have FUN components of its own, while sharing company practices that have helped lead Universal Orlando to an overall 85% overall engagement score for its Team Members.
"The Leadership Challenge Forum is a transformational leadership experience. I appreciate the opportunity to learn from leadership scholars and experts coupled with the opportunity to network with colleagues."
- Ron Siers, Department Chair, Department of Education Specialties at Salisbury University

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