COVID-19

RE-OPENING PLAN
Phase 2
May 20, 2020

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Universal Parks & Resorts Confidential Proprietary Information and/or Trade Secret
UNIVERSAL PARKS & RESORTS

UPR COVID Guest Journey

Operational Shifts & Best Practices Across Key Touchpoints of Engagement

Provide our Guests & Team Members with clean, safe, and fun destinations
while implementing responsible precautions, adjusting processes to promote
social distancing and build confidence to encourage visitation.

Spacing
Screening Sanitization Touchless
Standards

Pre-Arrival Hotels Transportation Security City Walk Front Entry Park Attractions Entertainment Dining Merchandise Team Volcano
Communications Parking & Atmosphere Members Bay
Valet

New Work
PRE-ARRIVAL GUEST Standards
SIGNAGE
COMMUNICATION MESSAGING: APP

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 UNIVERSAL PARKS & RESORTS

UPR COVID Team Member Journey

Operational Shifts & Best Practices Across Key Touchpoints of Engagement

Provide our Team Members with clean, safe, and fun destinations while implementing
responsible precautions, adjusting training and processes to promote social distancing
and increasing app adoption to enable a seamless Guest experience.

Spacing
Screening Sanitization
Standards

Home Parking Arrival Training Guest Breaks BOH Exit Time Off
Interactions
Self Staggered Temperature Understanding Message points Use MFO for Desk spacing, Wardrobe Encouragement
Temperature parking Check of Guest and app contactless purchases meeting room procedures and to avoid crowds
Check Procedures and adoption goals at cafes where spacing, cleanliness without proper
Updated SOPs to help guests possible. continued WFH reinforced distancing

with contactless Staggered breaks and options
experiences 6’ spatial distancing

Universal Parks & Resorts Confidential Proprietary Information and/or Trade Secret 3 03
UNIVERSAL PARKS & RESORTS

UPR COVID Preventative Measure (3S)

The plan was put together with government and health official input, consumer research, competitive benchmarking, scenario
planning and demand modeling; Reinforce the safety and security of the park creating confidence among guests

& Valet
Transportation, Parking
& Front Entry
Security, City Walk Attractions &
Entertainment Dining &
Merchandise Team Members Volcano Bay
•  Guest temperature checks at •  Audio message on walkway •  Close interactive play areas •  Face coverings will be •  Self-temperature checks at •  The CDC has stated that well-
parking or main entrance reminding guests to follow •  Hand out 3D glasses offered for sale home and upon arrival to maintained pools using
(forehead non-contact) all new safety protocols individually work; TMs with 100.4 degree chlorine and bromine are
•  Guests found with 100.4 temperature or more/flu-like known to inactivate the virus
degree temperature or more symptoms will be sent home COVID-19; Ride vehicles,
will be requested to see a •  If TM has temp, will not rafts and life vest cleaning
SCREENING will be places in water for
doctor and not visit the return to work for 72-hours
theme park that day additional cleaning as
•  Team Members 65+ over
needed
•  Provide one free disposable encouraged to stay home
face covering to guests who
did not bring their own

•  Automated spiels at entry •  Eliminate brochure racks for •  Reduce or eliminate water/ •  Menus to be converted to •  All Team members will be •  Number of tubes in lazy river
locations in multiple maps, team member to hand mist elements single use required to wear face and life vests in action river
languages on preventative out individually, drive •  Individually package coverings will be reduced
measures utilization to mobile app condiments; pre-wrapped •  Temperature check and
•  Guests required to wear face silverware health service professionals
SANITIZATION covering will wear gloves in addition
•  No buffet or self serve
options in restaurants to any position who wore
gloves prior to COVID-19

•  Close valet operation •  Distancing and spacing for •  Implement Virtual Line at •  Utilize Mobile Food Ordering •  Desk spacing and continued •  Reduce number of guests per
•  Park guest vehicles 1-2 queuing at turnstiles; highly attended attractions to enable direct to table work from home options raft slide to party size only
spaces apart in garages reduced turnstile count •  Space travel parties as seating and food delivery •  Staggered parking in parking (no grouping of unfamiliar
•  Every other locker bank to be appropriate •  Contactless payments garages parties)
disabled and guests will be •  Eliminate single-rider line offered with Apple Pay and •  Encouragement to avoid •  Lounge chairs placed in
pulsed into locker area by a Google Wallet and mobile crowds during time off clusters to support travel
•  Eliminate post show meet &
team member wallet in APP without proper distancing party seating and separate 6-
greets; performer remain
SPACING feet apart
stage for pictures
•  No parades to run; individual
float interactions to have
performers remain on floats

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UNIVERSAL PARKS & RESORTS

UPR COVID Guest Signage at Entry

Sign to be positioned at key guest entry points: Toll Booth Plaza, Security/Temperature Screening & Entry to City Walk (Bubba Gump area)

Signage Window Cling

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UNIVERSAL PARKS & RESORTS

UPR COVID Social Distancing Signage & Demarcations

Examples of communication planned across the destination at key guest touch points such as queues, lockers, store walkways, shows, etc.

Social Distancing Floor Demarcations

A-Frame Signage
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UNIVERSAL PARKS & RESORTS

UPR COVID Guest Communication Handout

Guest handout to communicate preventative measures being taken (on request at Guest Services)

Front Back
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UNIVERSAL PARKS & RESORTS

UPR COVID Attraction Queue Entry

Signage / process for attractions to support social distancing

SOCIAL DISTANCING CONSISTENCY PLAN

DOT STYLE MARKING LINE STYLE MARKING

LEGEND 6FT PLEASE STAND HERE

2M STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

IF QUEUE IS 42 INCHES
IN WIDTH OR LESS:
- DOT AT ENTRANCE STAY HEALTHY - KEEP 6 FT (2M) DISTANCE
PLEASE STAND HERE
STAY HEALTHY - KEEP 6 FT (2M) DISTANCE
PLEASE STAND HERE

- LINE EVERY 10 FT STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

PLEASE STAND HERE
PLEASE STAND HERE
STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

PLEASE STAND HERE PLEASE STAND HERE

STAY HEALTHY - KEEP 6 FT (2M) DISTANCE STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

PLEASE STAND HERE

AVOID HAVING TRAVEL 10FT

PLEASE STAND HERE
STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

PARTIES WAITING NEXT

TO EACH OTHER IN
NO
6FT

YES
2M

THE SWITCHBACKS
ENTRANCE

IF QUEUE IS 43 INCHES
IN WIDTH OR MORE:
- DOT AT ENTRANCE
STAY HEALTHY - KEEP 6 FT (2M) DISTANCE STAY HEALTHY - KEEP 6 FT (2M) DISTANCE
PLEASE STAND HERE PLEASE STAND HERE

- LINE EVERY 8 FT
STAY HEALTHY - KEEP 6 FT (2M) DISTANCE
PLEASE STAND HERE
PLEASE STAND HERE
STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

PLEASE STAND HERE

STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

PLEASE STAND HERE

STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

PLEASE STAND HERE

STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

PLEASE STAND HERE

AVOID HAVING TRAVEL

PLEASE STAND HERE
STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

PLEASE STAND HERE

STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

PARTIES WAITING NEXT 8FT

TO EACH OTHER IN
NO
6FT

YES
2M

THE SWITCHBACKS ENTRANCE

TURNSTILE COUNTER
START 8FT FROM START 8FT FROM
TURNSTILE COUNTER
8FT 8FT
WHEN NO PHYSICAL PLEASE STAND HERE
STAY HEALTHY - KEEP 6 FT (2M) DISTANCE
PLEASE STAND HERE
STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

QUEUE: 8FT 8FT

- DOT FIRST PLEASE STAND HERE
STAY HEALTHY - KEEP 6 FT (2M) DISTANCE
PLEASE STAND HERE
STAY HEALTHY - KEEP 6 FT (2M) DISTANCE

- LINE EVERY 8 FT 8FT 8FT

6FT 6FT
2M 2M

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