BU047 Internship Report: Post-Internship Evaluation at High Mountain

This report details a student's internship experience at High Mountain Limited, an Auckland-based property management company. The report is divided into two parts: a reflective journal and a post-internship evaluation. The reflective journal chronicles the student's role as a junior relief property manager, including tasks like supporting senior management, interviewing tenants, and conducting property inspections. The student reflects on challenges faced, such as lack of market knowledge and communication skills, and how these were overcome through teamwork and improved skills. The second part of the report evaluates the business processes of High Mountain Limited, focusing on its broker agency system, which assists both property owners and buyers. It analyzes the roles of real estate agents in price assessments, sales promotion, transaction procedures, and buyer assistance, highlighting the importance of market knowledge, communication, and stakeholder relationships. The report emphasizes the integrated framework of the business, based on market research, and the influence of real estate agents in facilitating successful contracts. The internship provided valuable knowledge and skills in the real estate field, preparing the student for future roles in the tenancy services industry.

Running head: MANAGEMENT INTERNSHIP
MANAGEMENT INTERNSHIP
Name of the student
Name of the university
Author note

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Part 1: Reflective Journal
High Mountain Limited is an Auckland based organization which specializes in
providing information on the rights and responsibilities to landlords, tenants or unit title owners.
On the other hand, the organization also aimed at mitigating and resolving the disputes relating
to real estate activities. The organization also monitored and enforced different compliance with
Residential Tenancies Act and Healthy Homes Guarantee Act. The different changes in the
organizational operations are based on the efficient functioning of the different systems in
accordance to the demand of the customers. I was assigned with the role of the junior relief
property manager of the venture.
The responsibilities that I was expected to perform were to support the senior property
management team with the different operations. On the other hand, I was expected to interview
new prospective tenants and assist the property managers in solving the issues that might be
faced by the same while convincing the prospective customers. Moreover, the major task that I
was required to undertake was to inspect the properties on the regular basis and report the
conditions to the property managers, while assisting the same in creating portfolios. The
internship program started with an activity in which I was made aware of the local business
circle and familiarize myself with the real estate while gaining a considerable knowledge on the
market prices. The activity was specifically aimed at improving my cognition on the real estate
markets in the present locality.
The activities helped me in developing an idea on the real estate business while operating
in the different local markets. By the second week, the supervisor provided me with a list of
errors that I must avoid on my operations as an intern while working for the organization. After
making me aware of the different practices that the organization expected me to perform, I was

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made to conduct interviews with the objective of collecting basic information on the nearby
properties. While working as an intern I realized that due to lack of adequate knowledge on the
market environment and community, I faced significant issues in improving my operations as a
junior relief property manager. Again, the lack of contact among the client base affected my
capabilities of putting up efficient functioning of the systems in accordance to the demand of the
customers. I significantly faced issues in developing cognition on the relative aspects that might
affect the rate of operations of the venture.
I had to work from home, mostly, when I returned from office. My lack of efficient
communication and time management skills restricted me in improving my operational aspects
while deriving knowledge on the market environment. Here I can relate an incident where I faced
severe issues in developing client relations which restricted my capability of sourcing valuable
information on the real estate business. On the other hand, I also encountered significant issues
in developing connections which is an essential factor for improving my knowledge on the
markets. Moreover, I also faced significant issues while handling the clients and listing
information on the different sources. However, in this relation, my problem solving skills and the
improved computer knowledge supported me in listing the information while making the
customers aware of the offerings.
I faced a situation where I failed to communicate the transaction details to the customers
which affected the customer experience and again restricted my activity of persuading a
customer while signing a contract. I apologized to the customer and took the initiative of
sincerely making the customer aware of the different aspects of the deal. It helped me in closing
the deal effectively with the assistance of the manager and the client. The closure was a smooth
process for me based on teamwork while increasing my communication skills. The incident also

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assisted me in empowering the negotiation skills while operating in the different markets. The
negotiation skills clearly assisted me in developing a sound relation with the client. I had little
knowledge of signing a contract, I faced significant issues. However, the experience helped me
in improving my proficiency on the different operations through improved negotiation skills and
communication. It helped me in developing my operational aspects in accordance to the needs of
the client. After four weeks of internship I was able to develop my problem solving skills while
operating in the different markets.
The internship program helped me in developing knowledge on the real estate markets
while operating as per the demand of the clients. On the other hand, I developed a significant
amount of knowledge on the site inspections and the manner in which the data might be collected
for evaluation. The instances that I experienced during the internship activity helped me in
developing my communication and negotiation skills while operating as per the expectations of
the clients. Moreover, the internship activity also included different complex operations that
required extensive Photoshop knowledge. In this relation, my senior managers and colleagues
supported me in developing a comprehensive cognition on the different activities that I might
consider for my job role as a junior relief property manager.
Team work is again an important part of my job as I am expected to assist my senior
property managers in integrating data and creating portfolios. The major part of our job relies on
the data that are collected from the different sources and site inspections. In this relation, the site
inspections created situations which involved better communication skills. Therefore, the
internship program helped me in developing my communicational skills for supporting the work
processes and maintain client relations while operating in the different markets. Client relations
are specifically based on negotiation and communication.

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The internship program held high prospects for me while improving the scope of my operations
under full time employment while understanding the environment of Tenancy services industry.
On the other hand, the internship activity would also help me in developing my negotiation as
well as communication skills while operating as a junior relief property manager. Moreover, the
internship would help me in gaining knowledge of the economic state of New Zealand and the
manner in which the operations might be redirected in accordance o the needs of the clients.
Therefore, the internship activity would provide me with an opportunity of improving my skills
in the field of real estate while ensuring an opportunity of working in productive teams.
Part 2: Post internship evaluation report 2500
Evaluation of the business processes
The operations in the organization, HIGHMOUNTAIN, are divided into two groups
while providing their services to the homeowners and the buyers. The structural elements of the
operational aspects are based on the efficient functioning of the different systems in accordance
to the changing demand of the customers. The organization developed a broker agency system
critically divided the operation of the venture in accordance to the needs of the owners and the
clients or the buyers. While focusing on the needs of the owners, the real estate agent develops a
servicing strategy based on providing the owners with assistance while making price
assessments, sales promotion and transaction procedures (Eichholtz, Kok & Quigley, 2016).
The agents play a central role in assisting the property owners while deciding the price of
the property as per the market rates and make sales promotion for attracting the attention of the
potential buyers. Ferreira et al., (2017) opined that the sales promotion related activities provide
a property owner in maximizing the chances of drawing the attention of the buyers. In this
relation, the real estate agent of the organization takes the initiative of providing the customers

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with an idea on the relevant price that might be listed for the property and the manner in which
the promotions might be facilitated in accordance to the market rates (Woodard, Caputo &
Kellogg, 2016). Moreover, the real estate agents assist the homeowners in selecting suitable
modes of transaction for securing the property transfer related operations. In this relation, the
different modifications in the organizational operations are based on the efficient functioning of
the different systems in accordance to the demand of the customers.
The property agents also take the initiative of providing the owners with significant
support in the mortgage prepayment related operations apart from the creation of the property
transfer contracts (Lausberg, Krieger & Vollrath, 2018). It has been noted that most of the
homeowners are unaware of the different legislations that might govern the activities of the
contract. In this relation, the property agents take the initiative of assisting the owners with the
contract creation and delivery elated activities while ensuring the uninterrupted processing of the
property sale. Meng et al., (2016) stated that the real estate agents take the initiative of
developing quotes for the property while assisting the property owners in developing the pricing
assumptions and the promotions. Therefore, the concerned organization took the initiative of
providing effective training sessions to the real estate agents for adhering to the changing needs
of the owners while providing the same with information on the current real estate market status.
The concerned organization also took the initiative of improving the skills of the real
estate agents while adhering to the changing preferences of the property buyers. The broker
agency of the organization, in this relation, aims at assisting the buyers in making their purchase
decisions while making the same aware of the market quotation and transaction reference price
(Marolda & Luna, 2018). The real estate agent also take the initiative of handling the warrant
and following up the different procedures leading to the contract signing for the buyers. The

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active involvement of the real estate agent in the negotiation process while adhering to the
interests of the buyers would significantly support the growth of the operations in accordance to
the demand of the customers (Bienert & Santovito, 2017). The organization takes the initiative
of training the agents with the objective of improving their market knowledge on the price of the
property after assessing the condition of the property.
The activities that are commonly undertaken as a part of the operational processes of the
organization includes careful assessment of the market position and the percent price rate of the
properties (Haynes, Nunnington & Eccles, 2017). After assessing the condition of the
properties, the concerned venture assists the owners in developing an idea on the pricing
considerations and while promoting the properties among the buyers. The critical factors that
influence the operational criteria of the organization is related to the establishment of sound
communication between the owner of the properties and the buyers. On the other hand, the
company takes the initiative of making the buyers aware of the property details along with the
listings and assisting the same in taking loans (Liu, 2018). The influential role of the real estate
agents in assisting the buyers while empowering the decision making capabilities permitted the
venture in successfully closing the contracts between two parties.
The concerned organization works as an intermediate between the prospective buyers and
the home owners while creating contracts and operating on the entire processes (PENG &
ZHANG, 2018). The comprehensive role of the operations that are designed by the business are
based on the market assessments that are made by the property managers. The major
stakeholders of the venture are the managers, the real estate agents, home owners, prospective
buyers and the government. Each and every stakeholder of the business plays an important role
towards the success factors of the business (Tasman, Masdupi & Safitri, 2019). The active

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participation of the different stakeholders, specifically the managers and the real estate agents,
play an important role in improving the communication between the home owners, tenants and
prospective buyers. Therefore, from the evaluation of the operational plan of the organization, it
might be stated that the business employs an integrated framework based on the specific market
research (Eriksson, 2019). However, it has been noted that the lack of skilled personnel in the
organization restricted the capability of the business in establishing effective links between the
home owners and the buyers.
SWOT assessment of the organizational operations
Strengths
 Brand value of the organization
 The organization operates in less
volatile market of NZ
 Increased market segments
 Developed CRM operations
 Two winged brokerage system in the
organization
Weaknesses
 Higher cost of operations due to
increased staff cost
 Lower supply of skilled employees
 Surveys are specifically based on
assumptions
 Fluctuation in the market rates
 Lower buying capability of expensive
equipment
 Mismanagement of operations and
lack of continuous presence of the
managers
Opportunities
 Expansion in the developing
economies
Threats
 Seasonal demand might affect the rate
of operations of the venture

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 Growth in the different other
developmental sectors
 Increased market demand for the real
estate business in the region
 High competition in the markets
The two winged brokerage segment of the organization worked as a growth strategy for
the venture while adhering to both the home owners and the prospective buyers or the tenants.
The agents assist the home owners in making pricing decisions and promoting their properties
among the prospective buyers (Yang, Yao & Liu, 2018). On the other hand, the real estate
agents also take the initiative of influencing the buyer’s decision making criteria and assist the
same in getting loans and settling all contractual matters (Wong et al., 2016). The two winged
operations of the venture supported the growth of the venture and contributed to the goodwill of
the same in the NZ markets. Again, the non- volatile nature of the NZ markets assisted the
business in empowering their organizational growth (Wahid et al., 2018). However, the intense
competition that is being faced by the organization affected the capability of the same in
retaining the brand position in accordance to the demand of the customers.
The concerned organization face an issue relating to the increasing operational costs. It
has affected the rate of operations of the venture. The increased operational costs of the venture
might be the result of the increased staff remuneration. The organization aimed at employing
skilled personnel with the purpose of improving the service propositions. Ai and Chi (2019)
stated that the improved service propositions of an organization is reliant on the skills of the
employees. In this relation, the concerned venture failed to source skilled workforce. Again, the

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limited supply of skilled workforce in the markets increased the cost of employment for the
venture resulting to the enhancement of the operational costs.
The increased operational expenses also restricted the capacity of the organization in
affording expensive equipment for improving the service quality. Moreover, it has been noted
that the semi- skilled or unskilled surveyors contributed to the fake reporting of property related
information to the organization. It affected the capability of the venture in assisting the buyers in
making appropriate purchase decisions. Hoffer (2015) reflected that surveys and interviews are
important terms of activities that are conducted by real estate businesses with the purpose of
gaining an effective market knowledge while assisting the home owners and the buyers.
However, the survey reports that are created by the surveyors are mainly reliant on the
assumptions which affected the capability of the venture in improving their quality of
intermediary services to the clients.
Katole (2016) stated that the skilled workforce not only improves the organizational
operations but also contributes to the value of the propositions while operating in accordance to
the demand of the customers. In this relation, the lack of skilled employees in the organizational
framework restricted the capability of the organization in improving the performance of the same
(Jaya & Setiawan, 2019). On the other hand, the semi-skilled or unskilled employees are
unaware of the legal procedures that might be considered by the same while creating contracts
between the home owners and the customers. Again, the lack of skills on negotiation might
affect the capability of the venture in improving the client relationships. The organization
devised a CRM with the purpose of identifying the preferences of the buyers and the home
owners. Lausberg et al., (2019) observed that the improved interactions of the organization with
the customers permits the same in improving the rate of operations while operating in the

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different markets. However, the absence of efficiently skilled staff members in the organization
restricted the capability of the same in improving links of communication between the final
buyers and the home owners.
The most common problem that is being faced by the organization is due to the lack of
continuous presence of the managers which affected the potency of the venture in developing
efficient monitoring and controlling activities. Hong and Shuai (2015) opined that the monitoring
and controlling operations of an organization enables the same in identifying the loopholes in the
operational processes and thereby forge continuous improvements. However, it has been noted
that the senior managers are seldom present in their respective job roles due to their
preoccupancy in client dealing operations (Zhu & Zheng, 2018). It affected the quality of the
services that are provided by the venture to the home owners and the prospective buyers.
According to Romaniuk (2017), the frequent changes in the operational processes of a
business is reliant on the continuous monitoring and evaluation of the activities and inducing
improvements wherever necessary. The senior managers take the initiative of preparing contract
and guide the prospective clients throughout the processes for successfully closing a deal. In this
relation, the frequent absenteeism of the senior managers from their regular job role of
monitoring and controlling the operations of the workforce affected the capability of the venture
in frequently improving their quality of the services to the customers. On the other hand, the lack
of careful supervision on the operations of the junior property managers also affected the
capability of the organization in establishing efficient and long lasting relations with the clients.
It has been observed from the research of Lind (2015) that the effective service orientation of the
employees are based on the monitoring and controlling related activities that are performed by

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the managers. The absence of the managers in the critical times of client handling affected the
capability of the organization on retaining the trust and confidence of the prospective customers.
Therefore, the concerned venture must take the initiative of improving their management
processes with the objective of improving their service propositions in the differentiated markets.
It has been noted that the concerned organization encounter issues due to the lack of skilled and
experienced staff. Moreover, the organization also encounters a significant level of issue due to
the higher rate of absenteeism among the senior managers, resulting to the absence of a sound
monitoring and evaluation system. In this relation, the different modifications that might be
forged by the concerned organization would significantly focus on improving the quality of the
services that are being provided by the same to the prospective clients.
Recommended activities for the organization
The recommended activities that might be considered by the concerned organization,
HIGHMOUNTAIN limited, are:
 Developing In- House training: The concerned organization might take the initiative of
developing in- house training workshops for the agents and the junior property managers
with the purpose of making the same aware of their job roles and improve their
communication skills. The increased knowledge of the employees of the different
business processes would permit the venture in improving the quality of the services that
are being met out to the customers. The training sessions would allow the venture in
increasing the negotiation skills, time management and communication skills so that the
staff members might take the efficient role of client handling, even without the
intervention of the senior managers. Again, the training policy of the organization would
empower the skills of the individual staff members relating to the entire process of