Interns share ideas with LEGOLAND Florida Resort executives

Polk State College students interning at LEGOLAND Florida Resort recently presented ideas for enhancing the guest experience to park executives, who provided positive feedback and constructive criticism to the interns.

The exchange was an invaluable experience for both interns and LEGOLAND Florida Resort staff, who agreed that they would be “shamelessly stealing” some of the ideas they heard from high school and college students.

“You are all very skilled presenters who exude passion, confidence, and knowledge of your subjects,” Vice President of Marketing and Sales Gillian Smith said. “Many of the ideas we’re going to take and run with to improve the guest experience here at LEGOLAND Florida Resort.”

Grant Smith and Dawson Gilbert, sophomores dual enrolled at Polk State Chain of Lakes Collegiate High School; Emily Sponaugle, a junior at Polk State Chain of Lakes Collegiate High School; LaRicky McKennon, who is pursuing an Associate in Science in Supply Chain Management; and Liliana Torres, who is graduating with an Associate in Arts degree in May, each presented projects based on an area, service, or idea that may be implemented to improve key performance indicators.

Students participate in the internship each semester, and serve in a variety of roles and locations across the park, including food service, retail, attractions, guest services, and customer relations, receiving work-specific training and experiences. Interns are paid and receive college credit for their participation.

The program, facilitated by LEGOLAND Florida Resort Senior Education Manager Aaron Williams and Polk State Internship and Experiential Learning Coordinator Matina Wagner, culminates at the end of the semester with project presentations to LEGOLAND Florida Resort executives and Polk State administrators.

“You are all very skilled presenters who exude passion, confidence, and knowledge of your subjects,” Vice President of Marketing and Sales Gillian Smith said. “Many of the ideas we’re going to take and run with to improve the guest experience here at LEGOLAND Florida Resort.”

Smith, who will graduate in May with a high school diploma and Associate in Arts degree, and transfer to the University of Central Florida to pursue a bachelor’s degree, presented an idea to amplify the LEGOLAND Florida Resort message with speakers in the parking lot.

He identified a need for speakers while working in the parking lot as part of the internship, and thinks speakers would create an interactive environment and friendly first impression for guests, who would benefit from welcome messages in different languages, emergency notifications, as well as promotional codes that would not only incentivize guests to visit the park’s retail shops, but also assist in tracking the success of the project.

Sponaugle, who plans to complete an Associate in Arts degree by high school graduation and transfer to Flagler College to pursue a bachelor’s degree, presented ideas to make LEGOLAND Florida Resort friendlier for guests with disabilities by providing a brochure at ticket booths and online that outline guidelines and services for visitors with special situations.

Providing this information upfront, Sponaugle explained, will minimize instances where guests are told they cannot board a ride due to safety reasons, thus eliminating unpleasant situations and conversations between guests and park staff. In addition, the brochure would include a scavenger hunt in which these guests may participate in lieu of rides.

McKennon, a retired veteran who served more than 20 years in the U.S. Army, explained a need to expand cool mist fans throughout the park, which would not only improve the daily experience for guests who bear the Florida heat, but also reduce heat-related medical issues.

McKennon and his peers presented costs related to their projects and ways park executives could mitigate expenses by utilizing in-house resources, such as existing materials and maintenance staff.

Gilbert, who plans to graduate high school with his Associate in Arts degree and pursue a bachelor’s degree in Business Management, shared his idea for parking lot security cameras, which would create a sense of security for guests.

He explained that security cameras with 360-degree views would allow LEGOLAND Florida Resort staff to observe more than 50 acres, minimizing criminal activity and serving when surveillance recordings may be needed, such as in the event of a car crash.

Torres, who will transfer to the University of South Florida to pursue a bachelor’s degree in Business, presented ideas to better serve guests with children younger than 3 years old by making improvements to the park’s Baby Care Center.

The park served nearly 62,000 guests younger than 3 last year, she said, yet baby products are not readily visible or available to park guests, who have to ask for items from behind the counter. Torres suggested sprucing up the look of the Baby Care Center, and adding vending machines and glass cabinets with baby products that are easily visible to those who may need them.

After their presentations, interns fielded questions from LEGOLAND Florida Resort executives and Polk State administrators, including what their experience has been like during the internship.

“This experience has allowed me to enhance my communication and professional skills,” Sponaugle said. “I’m grateful for the opportunity to see firsthand how different sections of the park work, and how LEGOLAND Florida Resort utilizes best practices to create quality experiences for guests.”

“This internship experience has changed me for the better,” said Dawson Gilbert, a sophomore dual enrolled at Polk State Chain of Lakes Collegiate High School.

McKennon said he hasn’t witnessed such a young, enthusiastic group of people since he served in the military, and called his experience in the program refreshing and motivating. He plans to pursue a bachelor’s degree in Business Management.

Gilbert, who explained that this internship was his first job, said the program has given him the foundation he needs to move forward with his education and career goals.

“This internship experience has changed me for the better,” he said.

Students interested in LEGOLAND Florida Resort and other internship opportunities through Polk State may visit polk.edu/internship-program. The College is currently recruiting interns for LEGOLAND Florida Resort this summer. Students who are interested may email internships@polk.edu.