DHWE 3014: Internship Report on LEGOLAND Malaysia Experience

This report details an internship experience at LEGOLAND Malaysia, providing a comprehensive overview of the company's background, vision, and mission. It explores the operational department, specifically the Superhero Squad, and the roles and responsibilities within. The report further examines ...Read More

LEGOLAND MALAYSIA 1
Dealing with LEGOLAND Malaysia
By (Name)
Name of the Course
Title of the Instructor
Institutional Affiliation
City and Date
The final date of Submission

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INTRODUCTION OF LEGOLAND MALAYSIA
Description of the company background
Legoland Malaysia is one of the most reputable parks that has gained popularity within
Malaysian boundaries as a result of the quality services that is has been able to offer to various
customers who are known to be located in various locations. Moreover, it is a 78 acre park that
majorly targets young star ages that are known to be falling between the ages of 2-12 years.
Moreover, it has the capability of offering an approximated capacity of over 70 million rides to
different families who reside in various locations. Legoland Malaysia is one of the first and
largest in Asia thus giving it an opportunity to provide education, adventure together with fun
related services in the entire region of Asia.
History of Legoland Malaysia
LEGOLAND Malaysia emerged as the first international theme park that was officially
opened on 15th September 2012 in a place known as Iskandar Puteri. By the time it was being
opened, the entire resort had over 40 interactive rides, shows together with quite a number of
attractions that were implemented with an intention of capturing the attention of the audience.
Moreover, the official opening of the entire LEGOLAND Malaysia is something that was made
by an individual who was known as Sultan Ibrahim Ismail who was by then the Sultan of Johor.
As a result of opening up of LEGOLAND Malaysia, it facilitates the emergence of several other
Lego themed attractions that were able to open up in the surrounding environment. Moreover,
there was a Lego themed hotel that was constructed right at the center of the park. It was the first
one to open in the entire South East Asia where it was fully opened in the first half of 2014 with
an intention of meeting the demands of various groups of customers.

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Vision and Mission of Legoland Malaysia
The vision and mission of Legoland Malaysia consists of quite a number of essential
information that can easily make various customers to have an adequate understanding of what is
taking place. The vision is to emerge the best organization at the international platform in terms
of providing quality services that are capable of satisfying the needs of all the customers.
Moreover, their mission is to maintain ethical considerations in all the operations that they are
capable of implementing thus creating a reasonable boundary between the entire organizations
together with the potential customers. At the same time, the vision and mission of Legoland
Malaysia clearly forms one of the strongest foundations that are set to take the entire
organization to the next level.
INTERN ORGANIZATION
Mission statement and objectives
Having been one of the interns in Legoland Malaysia, I was able to come across quite a
number of issues and experiences that used to take place almost on a daily basis. Since I was part
and parcel of the entire organization, my mission was to provide one of the best experiences so
far to each and every customer without discrimination any one of them. Additionally, one of the
major objectives was to set a good service example that could easily make the customers to get
attracted to the services being offered by Legoland Malaysia thus giving it the first priority in the
coming future. On the other hand, another major objective during the operations within the
boundaries of Legoland Malaysia is to implement the use of ethical considerations in all the
operations involving the entire organizations thus creating some form of an echo friendly

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environment that can be easily understood by various customers originating from vast
backgrounds.
Introduction of the operational department
The operational department being among the major departments within Legoland
Malaysia, it is known to be consisting of a series of events that are geared towards taking the
entire organization to the next level thus offering a stiff competition to a wide range of
competitors who might be available within the market platform. During my first time as an intern
within Legoland Malaysia, I was assigned to carry out my duties within the superhero squad
department that was fully attached to the pack operational team. It is considered as one of the
most essential departments within the entire organization since we were among the major front
liners who were fully determined to entertain all the guests who were coming to the pack. Each
and every one was given one of the best responsibilities so far of providing the best experience
for all the guests without discriminating them on the basis of their age, background, color or even
gender. At the same time, the operational department still stands to be one of the most
fundamental departments within the company that needs a keen operation. This is simply
because all the actions, speech together with a variety of services are likely to bring a huge
impact to the whole company irrespective of them being good or bad. Moreover, it is an all
rounded department that majorly focuses on providing support to several other different
departments that are known to be situated within the park. Some of these departments majorly
include the admission department, the guest service department that fully focuses on providing
various services to all the guests, park’s attraction, the educational facility department of the
park, food and beverage department, the retail department together with the department that is in
charge of various events. Although the entire operational department appears to be a small

LEGOLAND MALAYSIA 5
department which consists of an approximation of 15-20 individuals, the responsibilities being
encountered within the department appeared to be much bigger than what I expected of an early
stage. In order to maintain an efficient operation of a daily basis we needed to take various turns
to support 3 different departments everyday thus ensuring that all the departments are well
covered by the end of every week. However, during peak seasons when guests are being received
in large quantities, various departments such as food and beverage normally require more man
power in order to attain a good number of objectives within the stipulated time frame.
Board duties
The board forms an essential part of the organization and due to this; Legoland Malaysia
has decided to put much concentration on various duties that are performed by the board to
ensure that appropriate and reliable outcomes are adequately attained. Additionally, the board
members acts as the fiduciaries who are capable of steering the entire organization towards a
sustainable future through the adoption of various aspects of sound, ethical financial
management policies and at the same time makes sure that the entire organization has adequate
amount of resources that will enable it to advance its mission in the coming future. One of the
most essential responsibilities for the board is to hire as set various compensation aspects of a
talented CEO or even the executive director for them to get involved in fully running all the day
today activities that are related to management. On the other hand, the board also ensures that all
the rules and regulations are appropriately implemented and followed to the latter without
making any form of assumptions. They also get involved in quite a number of decision making
processes that are likely to take the entire organization towards the right direction thus enabling
it to achieve most of its future dreams in real time without any barrier related conditions being
experienced.

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Organizational structure for Legoland Malaysia
The organizational structure for Legoland Malaysia is known to be consisting of various
departments who have been assigned different roles and responsibilities within the organization.
The top management leadership of the group is covered by executive leadership team that is fully
made of twelve different members together with the board of directors. Moreover, it also consists
of various individuals who have been placed to be the heads of various departments by ensuring
that all the operations being carried out within the departments remains relevant as much as
possible. At the same time, there are various employees who are employed in different sectors
within the organization and are known to be capable of performing various tasks.
Board of directors
The board of directors always forms an essential part of any given organization. In
Legoland Malaysia, the board of directors normally consists of the top management officials who
are well versed with nearly each and every operation being carried out within the organization.
Moreover, some government officials are also known to form part of the board of directors
within the company. Under the board of directors there is the chief executive officer who also
doubles up as the chairman of the entire board who is capable of controlling various operations.
Moreover, the other remaining executives within the organizations which majorly include the
chief executive officer together with the executive vice president are also known to be forming
part of the board of directors within the boundaries of Legoland Malaysia. Finally, the board of
directors within the organizations also constitutes of large stakeholders who are capable of
performing quite a number of positive actions that are likely to scale up the condition of the
whole organization by making it to move to the next level.

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Product development overview
Legoland Malaysia also puts much concentration on its product development that consists
of various process being carried out in a more organized manner with an intention of attracting
the attention of all the consumers most so the ones who are known to be situated far away. The
entire organization aims towards coming up with one of the best products so far that will be able
to fit the needs of all the consumers through offering adequate services that are long lasting. At
the same time, the product development consists of a well implemented logo that clearly tells
more about the organization, this further provides adequate and reliable information to all the
consumers regarding the condition of operation of the entire company together with what it is
capable of doing in the coming future. Legoland Malaysia also does some operations that are
related to product marketing where it fully implements various aspects of market research to find
out what is required by the customers thereafter, the top management team then comes on board
to design a variety of products that best suits the customers. On the other hand, the organization
makes a good use of product positioning techniques since it feels that meeting the customer
needs is not enough and due to this, there is the need of making sure that all the potential
customers are capable of giving the organization a first priority ahead of its competitors who are
present within the market platform. It has therefore placed much focus on both qualities,
reliability together with customer service with an intention of positioning all its products as one
of the most adequate premium offerings that always appears to be better than the competition. At
the same time, the organization is capable of customizing various products and services for
individual customers as a result of product development thus making it to be unique when
compared to the other remaining organizations. Through appropriate and reliable product
development, a tight focus on quite a number of customer segments that are being targeted by the

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entire organization have been able to help it identify quite a number of opportunities that are
capable of offering an effective form of differentiation. Moreover, through the delivery of
various forms of products and services at the right cost with strong marketing support from
various personalities has enabled the entire Legoland Malaysia organization to become very
competitive in relation to all its operations. To stay in the game, the top management team has
been there to make sure that all the offers that they have been giving to the customers, stays fresh
at all times. This has always led to the refining of various types of products that are always in
line with various trends that are found within the market platform together with quite a number
of emerging technologies. Through the implementation of an adequate and reliable product
development, Legoland Malaysia has been able to make it to its current position in the market
platform.
Product development staff
The product development staff for Legoland Malaysia consists of a wide range of personalities
who are well versed with how various operations are being carried out to come up with the
required product that is capable of meeting the needs of all the customers within the stipulated
time frame. Moreover the organization has decided to fully implement early conditions together
with parallel design as some of its key objectives that are associated with integrated product
development. The product development staff is adequately formed with personnel obtained from
different functional departments with an intention of fully supporting the entire design thus
leading to an adequate development and transition to a new form of product. Additionally, these
teams are capable of implementing various mechanisms that are geared towards facilitating
earlier involvement of various key functions that are normally involved in the design, production
together with support of a particular product that is attached to the organization. One of the

LEGOLAND MALAYSIA 9
major purpose as to why this earlier involvement is implemented by the staff is because it aims
towards coming up with the design and production of a particular product within the budget that
is lower in terms of cost, higher in terms of quality and more reliable to a variety of customers
originating from different regions. The organization has been on the verge of acquiring people
instead of just design engineering that is involved at an early stage thus resulting in a more
complete understanding of all the requirements which normally include both the external
customer requirements together with various aspects of departmental requirements that tend to
exist at the internal level. The ideal team size normally consists of an approximation of about
eight to ten individuals who are well equipped with the required skills.
INTERNSHIP WORK REFLECTION
The functioning and working conditions in Legoland Malaysia
The functioning and working conditions within the organization consisted of a series of events
that used to take place from time to time. During the five months period in Legoland Malaysia I
was able to adequately learn quite a number of skills that could not be easily obtained by various
interns existing in various locations. I was able to work in various departments that gave me a
vast knowledge on how to carry out various operations in order to meet a variety of objectives
that aims towards scaling up various sectors within the organization. By getting assigned at the
park operation for the first time in the organization, I had one of the best chances ever that made
to have a full experience and scale up my hospitality knowledge in almost seven different
departments that are attached to the park. As far as the working conditions are concerned, they
are of high quality and also tend to value the health conditions of human life thus acting as a
motivating factor when carrying out various forms of operations.

LEGOLAND MALAYSIA 10
Enhancing communication strategies
Communication strategies form one of the most significant parts of an organizational
performance. During my internship period, I was able to adequately enhance my communication
strategies through various levels of experiences. This was adequately enhanced during my daily
contacts with various guests and staffs who I used to share with a lot of information regarding
their experiences in regards to various situations. This has also made me to be more confident
with myself during various conditions of communication thus giving me one of the easiest times
possible to mingle and even communicate with various types of personalities.
The use of strategies together with the knowledge gained in tourism management Diploma
I was able to implement quite a number of strategies that I was able to gain as a result of my
diploma in tourism management. The knowledge gave me the capability to learn on how best I
can follow instructions from my supervisors together with the senior staffs who tend to have
much more experience in working with the entire organization, It enabled me to treat each and
every personality equal and never look down upon any one most so the people who are found
within the surrounding work environment.
Knowledge that might be improved to work in a professional kind of environment
The knowledge of analyzing various aspects of tourism management under various
circumstances needs to be improved to greater heights with an intention of scaling up any kind of
performances that are likely to be undertaken within different types of professional environments
that require a keen analysis of various procedures that should be appropriately undertaken
without making any assumptions. Moreover, an improvement of this knowledge will bring on

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board an adequate and reliable understanding of various operations that are likely to be
undertaken within a particular time frame.
Working in another state with various individuals originating from a different race and culture
Working in another state with people originating from different cultures and race exposed me to
the world. It enabled me to learn a variety of new things that I was not able to learn before
thereby increasing my level of experience in terms of how I handled quite a number of
operations within the organization. Moreover, this is a situation that gave me one of the best
opportunities to learn about different types of races and cultures across various personalities
together with their perceptions in terms of working with people from different races and cultures
that are different from them. It also enabled me to fully develop the spirit of brother hood and be
able to treat each and every personality equally without discriminating them on the basis of their
race, cultures, background or even the skin color. Through this, I have been able to learn how to
diversify various operations by learning how to engage various individuals with different
capabilities in terms of making them to work together as a family.
Influences of future career plans
There are quite a number of influences that are associated with my future career plans and
therefore they are capable of determining the kind of personality that I am capable of being in the
coming future. One of the major influences of future career plans is the surrounding
environment. The level of interactions with various parameters and personalities known to be
existing within the surrounding environment is capable of predicting the nature of future career
plans. Moreover, personality is also able to influence various aspects that are related to future
career plans, this normally entails the way that I always represent myself in various situations

LEGOLAND MALAYSIA 12
thereby being able to determine various issues that I need in the coming future in relation to my
career.
CONCLUSION ANALYSIS
Key learning
During my internship period, I was able to learn various things in relation to all the operations
that we were able to undertake within the organization. Firstly, I was able to learn some of the
benefits that are able to be brought on board as a result of knowledge at work. This enables an
individual to clearly distinguish between what should be done together with what should be
avoided in order to attain a specific objective. Moreover, I also learned that there are quite a lot
of internal and external factors that are capable of contributing towards my growth in terms of
experience.
Problems faced during internship
One of the major problems that were faced during internship is language barrier. At some point,
there could be some conditions of language barrier between the interns of the organizations and
the guests who were known to be originating from various locations thus it could not be easy to
understand one another during communication processes. At some point, there could be
inadequate parameters that could be used to carry out various operations; this made it quite
difficult to obtain various objectives within the stipulated time frame as far as operations of the
organizations are concerned.

LEGOLAND MALAYSIA 13
Solutions to overcome the problems during internship
There are various solutions that are geared towards overcoming the above problems. One of the
solutions is to come up with adequate and reliable translators who are capable of translating
various information most so when there is a language barrier between various individuals. This
will help to come up with an efficient mode of operation that can be easily understood.
Additionally, there is the need to add more resources in various sectors to ensure that different
operations are carried in an adequate and reliable manner without experiencing any barrier
related condition.
What was learned from the experience and how it can be implemented in the coming future?
One of the things that were learned from the experience is that there is the need to offer quality
and reliable services to various customers living in different locations thereby making it easier to
meet all their needs and attracting their attention. Additionally, it is also learned from the
experience that there is the need to carry out an analysis regarding what the customers need
under certain conditions. This can be adequately implemented in the coming future by
implementing a reasonable form of analysis that is likely to engage both the organization and the
customers who live in various locations through the use of various forms of social media
platforms.
A statement of future plans
Al the future plans are likely to be implemented within the boundaries of tourism management in
order to meet the needs of various individuals without any delay. Moreover, the future plans also
involve exploring various academic institutions that will be able to expand my knowledge
regarding various issues of tourism management.

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Suggestion to improve the organization and myself
The organization can only be improved by implementing various aspects of ethical
considerations in all the operations being carried out. At the same time, I am also capable of
improving myself through learning new skills that will take me to the nest level in terms of how I
conduct different activities.
Recommendations
There is the need to fully involve the use of ethical considerations in most of the tourism
management operations as this is the only way that can be used to clearly create various
reasonable boundaries on what should be done together with what should be avoided. Moreover,
the top management officials should also take part in most of the operations that fully involve an
organization thus increasing the level of interaction between them and the employees.
Conclusion
In conclusion, tourism management has brought on board quite a number of positive outcomes
in this modern society. It is therefore appropriate to fully support it through the implementation
of various rules and regulations that can be easily understood. This should be done through the
provision of quality and reliable products and services that are long lasting.

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