Tejaswini Internship Report

VISVESVARAYA TECHNOLOGICAL UNIVERSITY,
“Jnana Sangama”, BELGAUM - 590014
An Internship Report on
DESIGN BUILDING FOR EFFECTIVE
QUEUE MANAGEMENT
at
By
K TEJASWINI – 1JS17IM019
Under Supervision of
Dr. Swamy D R (Internal guide)
Dr. Rashmi S (Internal Guide)
Mr. Rudresh H S (External guide)
Duration: 08-03-2021 To 08-04-2021
Department of Industrial Engineering & Management

JSS Academy of Technical Education Bengaluru – 560060
Design Building For Queue Management
JSS ACADEMY OF TECHNICAL EDUCATION

DEPARTMENT OF INDUSTRIAL ENGINEERING AND MANAGEMENT
Certified that the internship report entitled “DESIGN BUILDING FOR

EFFECTIVE QUEUE MANAGEMENT” was carried out by
Ms. K TEJASWINI (1JS17IM019), bonafide student, in partial fulfilment for
the award of degree of Bachelor of Engineering in Industrial Engineering and
Management under the Visvesvaraya Technological University, Belagavi
during the year 2020 – 2021.
The internship report has been approved as it satisfies the academic requirements in
respect of the in prescribed for the Bachelor of Engineering Degree.
_______________ _______________ _______________
Signature of the guide Signature of the HOD Signature of the Principal

Dr. Swamy D R Prof. Yerriswamy Prof. Mrityunjaya V
Latte
Professor Professor & Head Principal,
Dept. of IE&M,
Dept. of IE&M, JSSATEB JSSATEB JSSATEB
CONTENTS
Dept. of Industrial Engineering & Management, JSSATE, Bengaluru (2020– 2021) Page 2
1 Acknowledgement 4
2 Introduction 5
Introduction to the Company - Wonderla
3 6
Amusement Park
4 Literature Review 7
5 Internship at Guest Relation Department 12
6 Problem Identification and Objectives 13
7 Data Collection 14
8 Queue Management Models from Literature 15
9 Suggestions 17
1
Conclusion 26
0
1
Skill Development 28
1
1
References 31
2
ACKNOWLEDGEMENT
I am very grateful to the department of INDUSTRIAL ENGINEERING MANAGEMENT
of JSS Academy of Technical Education - Bengaluru for giving us this opportunity to
experience the real working environment at an industry.
I would also like to thank Mr. RUDRESH H S (Park Head) for giving us the opportunity to
carry out this internship in the organization.
I am highly indebted to Mr. SANTHOSH R (Head – Guest Relation) & Mr. SRINIVAS S G
(Human Resource Manager), for their invaluable guidance throughout the internship without
which the internship would not have been successful.
First and foremost, I would like to express my sincere gratitude to his Holiness Jagadguru
Sri Sri Sri Shivarathri Deshikendra Maha Swami for his divine blessings, without which
the work would not have been possible.
It is my pleasure to thank our principal Dr. Mrityunjaya V Latte, JSSATE – Bengaluru, for
providing an opportunity to present this project as a part of our curriculum in the partial
fulfillment of the degree.
I express my sincere gratitude to Mr. Yerriswamy, Associate Professor and Head of the
Department, Industrial Engineering and Management for his co-operation and encouragement
at all times.
I would like to express my heartfelt gratitude to my guide Dr. Swamy D R, Professor of the
Department of Industrial Engineering and Management, JSS Academy of Technical Education
Bangalore, for permitting us to take up the internship at WONDERLA AMUSEMENT PARK.
I sincerely thank all the operators and officials from the organization who spared their
valuable time and have provided us with all the necessary information required to complete
this internship and we also thank them for their full support all throughout the internship.
INTRODUCTION
This report summarizes the task given to us which was to find solution to increase satisfaction
level of guests by reducing the queue time of the guests in rides. This report entails the details
of different solutions that were proposed to the company. Then the most feasible solution was
selected by stakeholder approach. It also sheds light on history of amusement park, top five
amusement parks and psychology in waiting time of the guests.
INTERNSHIP DETAILS
Internship was for duration of one month and the entire work is shown in the timeline graph
below. This internship was on design building for effective queue management at Wonderla
Amusement Park, Bengaluru. Various models were built to minimize the wait time for
bottleneck rides.
Timeline Graph of Internship
INTRODUCTION TO THE COMPANY
Wonderla Holidays Limited is a leading amusement park operating in three different places -
Kochi, Bengaluru and Hyderabad. It was started by the founder
Shri Kochouseph Chittilappilly. It was first set up in Kochi in 2000 under the name
'Veegaland’. It successfully launched its second biggest project in Bengaluru near Bidadi in
October 2005 and recently in 2016 it launched its third set up at Hyderabad. It aims to
provide quality and thrilled memories for their visitors. Wonderla Holidays Limited has
achieved first class position among Indian amusement parks. Wonderla Kochi is the first
amusement park in India to get ISO 14001 certificates for eco-friendliness and OHAS 18001
certificate for safety, while Wonderla Bengaluru is the first amusement park to have a resort
inside the park premises launched during 2012 and it is the first amusement park to use
reverse osmosis treatment technology for treating water in pools, also heating the water
during the colder season.
Wonderla amusement park at Bengaluru has the following:

 Number of entry points to park - 1
 Total number of rides (as of 13 April, 2021) - 60
 Total number of kids rides - 13
 Total number of family rides - 15
 Total number of high thrill rides - 11
 Total number of water slides - 14
 Number of pools - 7
 Food court/ Restaurants working – 5 (Working 3 during off season)
 EZ Pay band - e-wallet that replaces the actual wallet with wristband.
LITERATURE REVIEW
Before the start of the internship, few research papers were studied to understand the works
that has happened in amusement parks and techniques developed to reduce queue time for the
guests. It also includes the study of top five amusement parks in the world.
INTRODUCTION TO LITERATURE REVIEW
The amusement park is a commercially operated park that has a variety of thrilling rides,
games, food as well as events. In today’s world, amusement parks are seen as an alternative
world to our routine life. According to Russel (1981), there are eight ways of seeing an
amusement park. They are - 1) Everything being different from daily life 2) Seeing it as a
fantasy, stage set etc., 3) Delivers harmonious experience that leaves an impact on the visitor
4) Seen as a distraction from conventional behaviour 5) An outgrowth of family picnic
6) Development and outgrowth of transportation and construction technology 7) Having
riskless risk 8) Provide a total play experience.
In an amusement park, guest’s percentage is higher during the vacation period. Guests tend to
prefer amusement parks for the creation of memories, experiencing thrill and safe rides,
opportunity to feel the replications of a ride journey that they are afraid of and to interact and
engage with their favourite characters, bands and brands. Not everyone visits these parks very
often but at least will give it a try once and there are chances of returning back again
depending upon the thrill they experienced. Lastly amusement parks contribute a huge
percentage in the tourism industry by attracting visitors from varied demography.
HISTORY OF AMUSEMENT PARK
According to Britimari Wilund (1976), during the industrial revolution era and with the
advance of technology, workers started to have more leisure time than before. Workers
instead of spending their time in their house they started to spend their leisure time with
nature. Workers used to come with their family and spend their time in a place where seats,
benches were available. As the time passed more people started to visit the place and slowly
it turned into a holiday spot. With the increase in visitors to the particular place regularly,
stalls were established to sell foods and small toys. Over the time, riskless rides started to
entertain the visitors by charging some nominal amount for the visit. It is said that the first
ride to be introduced was a merry-go-round and giant wheel. But after some years, due to
poor maintenance the first known amusement park called Bakken in Denmark has to be shut
down.
Later decades of the nineteenth century saw a new opportunity and development in
commercial recreation and termed it as an amusement park. The noise, thrilling experience,
foods, shouting etc., all these seemed to bring a new revenue and opportunity for a new
business growth in the tourism industry.
The first amusement park in India was ‘Appu Ghar’ which operated during the time period
of 1984-2008. Appu Ghar is named after a live elephant named ‘Appu’. It had thrilling
Columbus rides and a giant wheel which gave a bird eye view of central Delhi. But later it
was closed down due to poor maintenance and political decisions.
TOP 5 AMUSEMENT PARKS IN THE WORLD
To understand the amusement park industry top five amusement parks were studied. The top
five amusement parks in the world have been listed below based on the thrilling experience it
offers.
1. Universal Studios, Singapore
It is popularly known as the only movie-themed park in Singapore. It opened on 28

May, 2011 at 20 hectares. It feathers 24 thrill rides and attractions. Exciting loops,
sudden turns, breath-taking drops and thrilling near collision rides makes this as the
most favourite amusement park among the public. Laughter and shouts are heard
around every corner and strives to provide lasting memories for its customers.
Themed dining and shops are also available for its visitors.
2. Gardaland, Italy
It is an amusement park that is located in north-eastern Italy which opened on 19 July

1975. It covers an area of 200,000 meter square. It got its name from its adjacent lake
called ‘Garda’. The attractions here are divided into three types - fantasy, adventure
and adrenaline and they are differentiated based on heights and age. It also provides a
parent-child area called ‘Fantasy Kingdom’ for visitors with toddlers.
3. Disneyland, Paris
This is the most popular amusement around the world. Formerly it is known as Euro
Disney Resort in France. It opened on 12 April, 1992. It spreads over 19.42 kilometer
square. There are 6 other places having Disneyland - California, Florida, Tokyo,
France, Shanghai and Hong Kong. This success of Disneyland is not just because
of entertainment but also for the quality of service and happy atmosphere (Jia, 2017).
Report of SWOT analysis on Disneyland according to a study by Jia, 2017 is as follows:
STRENGTH: WEAKNESS:
 Higher rate of recognition  Higher ticket price.

 Extensive brand culture  Actions of tourists like jumping a
 Clear target group queue in peak time can lower the
 Continuous improvement in quality of visitor’s playing
innovation and progress
 Quality in service
OPPORTUNITY: THREATS:
 Development of science and  Competition

technology  Popularity of Japanese and Chinese
 Economy improvement for tourism cartoons decrease the impact on
industry traditional Disney cartoon
 Income to Disney company. characters
4. Pleasure Beach, United Kingdom
This amusement park is situated on Blackpool’s South Shore. This park was founded
by A.W.G Bean and John Outhwaite in 1896. It is run by Thomsn family now with
their slogan ‘Serious about you fun’. It spreads around 17 hectares and is best suited
during summer time.
5. Alton Towers, United Kingdom
It opened on 4 April, 1980. It is one of the biggest amusements in the United

Kingdom. It has more than 50 rides and attractions. It is a very well-known
amusement park among visitors who seek thrilling experiences.
SWOT ANALYSIS OF WONDERLA AMUSEMENT PARK
A SWOT analysis was performed under a study on working capital management at Wonderla
Holidays Ltd, Bangalore by Naveen (2018).
STRENGTH: WEAKNESS:
 It is situated over a large area of  It is famous only in and around
81.75 acres. Bengaluru.
 It is a well-known brand among  It has a majority of visitors only
people. during vacations.
 It has both water and land rides.
 It is known for its innovativeness
and entertainment.
OPPORTUNITY: THREATS:
 There are only a few amusement  Competition among other

parks in south India. amusement parks inside and outside
 Bengaluru is a demographic market India.
and can play a major role in the  When a new amusement park starts
entertainment and tourism industry. similar to Wonderla.
INTERNSHIP AT GUEST RELATION DEPARTMENT
Capacity Management is the priority of the department of guest relation department. It is the
process of maximising the park service level subject to the park's operating budget, customer
threshold value for the rides and queue lengths at the rides.
Capacity management is of utmost importance especially during peak time and vacations.
Under capacity management, queue management was studied during this internship period.
Visitors can develop dissatisfaction if they are stuck at a single ride for a longer time (Bae et
al., 2018).
According to Maister’s proposition concerning the psychology in waiting time:
1. Occupied time feels shorter than unoccupied time.
2. People want to get started.
3. Anxieties makes wait seem longer.
4. Uncertain times are longer than known, finite wait.
5. Unexplained waits are longer than explained waits.
6. Unfair waits are longer than equitable rides.
7. The more valuable the service, the longer the customer will wait.
8. Solo waits feel longer than group waits.
Thus, queue management is utmost important in amusement parks, especially during

vacations period. A good queuing system is necessary for the following reasons:
1. A better queuing system can reduce crowding and improve safety.
2. A well planned queuing system can help staff in reducing the time spent in organising
and guiding the queue.
3. It also helps in improving customers trust and loyalty.
PROBLEM DEFINITION
During the internship, only land rides were studied and few major problems were identified.
They are:
1. Man Power: There is a requirement for more man power especially during vacation
periods. Increase in man power can be useful at ticket counters, handling dry rides and
water slides queue area and even at restaurants.
2. Unused Rides: Some rides are under-utilised including certain kid’s rides, this may be
because of the less popularity or it might not go as per customer’s preferences.
3. Bottleneck Rides: Few rides are the thrilling rides that bring more attraction. It is in
those rides the queue formation is also lengthy and guests get stuck in the queue for
longer hours than expected.
4. Reneging: It is the act of guests to break the queue line for a ride and jump to the next
ride.
5. Approximately 95% of the crowd start from the ride nearest to the entry point rather
than spreading out.
OBJECTIVES
1. To identify the bottleneck land rides and collect average wait time in each of these
rides.
2. To build a solution to reduce queue time.
DATA COLLECTION
After observation, data was collected for bottleneck rides on various factors like - cycle time,
capacity, time under maximum utilisation, approximate wait time. The data collected is in
Table 1.0. The entire time was divided into two parts. First half falls in the time duration
10:00 am to 12:00 pm and the second half of the time duration is 12:00 pm to 2:30pm. The
first three rides are placed at the entrance and hence guests are more likely to form lengthy
queues during the initial period of their visit. Gradually the queue increases to rides
placed farther from the entrance.
Table 1.0 Data of Bottleneck rides
Approx. Wait time

Ride Cycle Time Crowd
Capacity During Peak Hours
Name (Seconds) Time
(Minutes)
10:30 am
Wonderla
150 18 - 30
Bamba
12:00pm
10:30 am
Crazy Car 120 20 - 25
12:00pm
10:30 am
Wave Rider 210 12 - 20
12:00pm
12:00 pm
Maverick
220.8 21 - 30
Ride
2:30 pm
12:00 pm
Recoil 130 28 - 60
2:30 pm
12:00 pm
Wonder
63 11 - 45
Splash
2:30 pm
QUEUE MANAGEMENT MODELS FROM LITERATURE
1. Digital Queuing
According to Wang et al., (2016) there are two types of queuing system - ‘waiting in
line’ and ‘ticket-holding’. Waiting in line can increase the amount invested in queuing
and can increase dissatisfaction while visitors are given their queue status, thus
improves their experience during waiting (Davis et al., 1994). When customers are
given time predictions, visitors can stand out of the queue and engage themselves in
any other activity and be at the location when it is their time for a ride. Digital queuing
through mobile app technology can reduce customer dissatisfaction, speed up the
queue, obtain valuable real time data and improve the service.
2. Mobile App System
According to a study by Yan et al., (2019) building a mobile app that tracks customer’s
GPS inside a park and providing the best tour route plan in the app can improve
customer satisfaction. This system can also help in distributing the crowd in the park,
thereby reducing overcrowding and queue time in rides and tracking the customer’s
behaviour. This system eases the process of getting feedback.
3. Pay after visit
This model was built on a hypothesis that guests that purchase ride admission
wristbands want to get as much as value as possible from their purchased ticket. If
guests had the opportunity to only pay for what they enjoy, guests might have less
negative sentiment towards queuing as they perceive they do not lose money by
standing around and not riding (Shankaranarayanan and Babu, 2020).
4. Virtual Queue
Guests will receive access to the express-pass system. Under this system, visitors get
the opportunity to choose three attractions. The passes are valid for only 30 minutes and
guests can choose their convenient time slot for the attraction. Once the slot is books,
guests can move around instead of standing and queue and they will receive a message
when it is near their slot time. The employees need to update the slots accordingly in
real time data based on the occupancy and demand of the ride. By this the time of
guests will be occupied and their satisfaction with experience will also increase
(Shankaranarayanan and Babu, 2020).
5. Augmented Game
This model is to improve the quality of queues by building an AR queue game that can
be played on an android or apple smartphones. From a survey conducted, it was seen
that visitors gave positive results that playing games in long queues help them pass
their time (Zambetta et al., 2020).
SUGGESTIONS
1. Sequencing model:
Figure 1 Different coloured tag for sequencing
I. In this model, customers are given different coloured wristbands at the entrance of the
park that give details about sequence one must follow to avoid longer wait times at
bottleneck rides.
II. This reduces the total mass into four smaller groups that can avoid waiting behind one
another.
III. Most optimum sequence is printed on the band.
IV. The problem with this model is: It can be highly challenging to ask a huge mass of
above 5000 guests to follow the instructions and not everyone will be willing to
follow the instructions as guests to these parks have combined age groups. Guests
might feel that there is a lack of freedom of motion inside the park and are forced to
follow a fixed schedule.
2. Entry fee + Water fee package:
Figure 2 EZ Pay Band
I. In this model, guests entering the park need to pay only for their entry and water park.
II. Later guests willing to play any land rides can pay only for that particular ride using
EZ pay band.
III. By this the guest need not have to pay for land rides that they have not enjoyed and
thus increase the perception of satisfaction and worth the money concept.
IV. But the problem with this model is, this can deeply affect the revenue for the company
and can cause confusion in the queue system if too many different tickets are issued.
3. Token System:
Figure 3 Token system model
I. This model uses a dispenser and a display to minimize the wait time in a ride.
II. Dispenser is kept at the entry of the queue area in a ride.
III. Guests have to choose the number of tokens required and collects the token from the
dispenser
IV. Now the position of the guest in the queue is fixed and will have sufficient time to
occupy themselves in any other ride or activity.
V. When the guest’s token number is displayed, they are asked to enter the queue area
and enjoy the ride.
VI. The issue with this model is, there are high chances that guests might miss the token
number or token itself or they sometimes might be stuck in some other ride.
4. Mobile Application System
I. The aim of this system is to build trust and loyalty by creating a virtual connection
between the company and the visitors.
II. It also aims to provide all the necessary information and guidelines to the visitors.
III. This system eases the practice of collecting feedback and tracks the behaviour of the
visitors inside the park.
IV. Flowchart of the application is given below.
Figure 4 Flowchart of Mobile Application

1. Guests can download the app from their playstore and open the application.
2. They will be asked to enter the contact number that’s been used to buy tickets.
3. They will have to enter what’s the group they are with to get customised results.
4. They will have to enter the type of ticket they bought.
5. It drops to the main page of the application and it has six options
 Rides:
 Virtual Queue
 Token
 Food menu
 Games/ Show timings
 Shopping
6. Rides:
 When guests click on the option rides, they will be asked to select the category – kid’s
rides, family rides or high thrill rides.
 Once they enter the category, Queue Module calculates the queue number with
approximate wait time in each of the ride and displays the list of all rides under that
category with wait time in minutes.
 If any of the guests does not know how the ride looks, they can simply click on the ride
from the list displayed and that will show them all details related to the ride – Ride
capacity, Real time queue number and wait time, along with video description of the
ride.
 Guests can decide which ride to go next just by looking at their mobile.
Figure 5 Flowchart of queue module
 Face recognition system gives the head count in queue to queue module and it
calculates the approximate wait time using past data from storage and latest data will be
displayed in mobile application where guest can choose if they want to stand in queue
or not.
7. Virtual Queue
 When guests click on virtual queue option, they will be given a list of rides.
 They can select a maximum of three rides with time slot and number of entries required
for their ride.
 This automatically blocks that many number of entries for that particular ride for the
selected time slot.
 When their time is nearing to the ride, notification pop up will be sent to their mobile.
 Guests can show the confirmed the message for the ride and can enjoy their ride
without standing in queue.
 Here, the ride list and slot will be controlled by the management depending on the
crowd.
8. Token
 This option is more or less like a virtual queue but here, virtual token is given only for
bottleneck rides.
 Guests who enter this option will be given the list of bottleneck rides and they can
select any of the rides and enter the number of entries to the rides.
 A token will be generated and their queue number if fixed.
 For every 30 minutes, 15 minutes and 5 minutes a pop up notification will be sent to the
mobile asking the guests to be near the ride.
 By this the frustration of standing in queue can be reduced as guests will know when
their turn is exactly.
 Here, token option is available only for the bottleneck rides.
9. Food Menu
 This option is to avoid the queue that takes place at the restaurants.
 This eliminates the long time spent on queue to take orders.
 Guests anywhere in the park can simply click in this option and order food from a
single a restaurant.
 Pay for the food online and food can be collected by simply showing them the
confirmation message.
 Once food has been collected from a restaurant, they will be free to order food from
other restaurant. By this confusion can be reduced among guests as well as the
employees.
10. Games/ Show timings
 The ultimate aim of the amusement park is to engage their guests.
 Games like puzzles augment and virtual reality can be integrated to keep the guests
engaged during their queue time.
 It can also display the show timings.
11. Shopping
 This option eases the activity of shopping.

 Shopping like clothes, gifts, games and other items can be done online.
12. Main Page also consists of three point drop down box which has – Profile of the guests,
Scores that is scored from games and feedback option
PROTOTYPE OF THE MODEL
MAIN PAGE
RIDES OPTION
VIRTUAL QUEUE
TOKEN
FOOD MENU
FEEDBACK
CONCLUSION
Every model that is been suggested during our internship aims to engage the guests and
reduce their wait time in queue, thereby to improve their satisfaction level.
Each of the models suggested can be evaluated using a stakeholder approach. Six major
stakeholders were identified to evaluate these models. They are – Guests, Family of guests,
Management, Employees, Small businesses in and around Wonderla and the Government.
Table 2.0 Stakeholder’s approach for suggested model
Suggestion 2 :
Stake Suggestion 1: Entry Suggestion 3: Token Suggestion 4:
holders Sequencing model fee+water fee System Mobile application system
package
May increase Might scare them,
confusion in and they might not
Preference of It may make their
customers and it enjoy the current ride
Guests customers may experience easy, hassle free
may seem like there fearing they might
vary and exciting
is no freedom for lose their chance in
movement. the token ride.
Can get opportunity to
This system might experience Wonderla even
Family of
No effect No effect get popular through outside the park through
guests
word of mouth games and the scores
earned might benefit them.
May have scope for high
revenue through
It may not see
May result in merchandise sales and can
May have high much profit due
Management unwanted high become the pioneer of
margin of errors to preference of
operating costs mobile application
customers
connected amusement park
in the world.
Their
May take longer to remuneration Can be indirectly Stress of managing people
Employees
adapt might get affected. can be reduced
affected
Crowd may
come down,
Small Might not help them Business might improve
No effect hence their
Business in long terms through online shopping
business might
go down
Expenses in
Expenses in terms of
terms of tax
Government No effect tax might be a Tax aspect might not a hit
might be a
question
question
From stakeholder’s approach it can be seen that integrating mobile application system inside
an amusement park has greater benefits that any other model and can have positive impact on
all the stakeholders.
It can also give space for building a strong relationship between the guests and the
management. It also helps to track the movement of guests and might help in improving the
plant layout further. Having a mobile application can also ease the way of collecting
feedbacks. As it has games that can be played outside the park as well, the connection still
remains strong with the guests even outside the park. Overall, it has high scope for increase
satisfaction of guests by virtually being with them throughout.
Most importantly, this system is not implemented anywhere in the world yet and if Wonderla
successfully implements it, they can become the pioneer of this ides in the entire world.
SKILL DEVELOPMENT
1. Theoretical Knowledge
During the internship at Wonderla, we were able to upgrade our theoretical knowledge, along
with the subjects of Operations Management, Human Resource Management, Organisational
Behaviour and Marketing Management. Throughout the course of the internship we had the
opportunity to understand the importance of customer satisfaction and queue management.
We were able to relate different queue management models from literature to practical
implementation. Being present in such an environment aided us learning and relating
theoretical knowledge to various industry related activities.
2. Critical Thinking
At the internship we were able to identify a problem and relate our theoretical knowledge to
build a solution for the problem. This enhanced our skills of critical thinking and finding the
most feasible solution. During the solution building part, importance of considering all the
stakeholders was understood.
3. Practical Skills
At the internship we had the opportunity to interact with experienced and skilled personnel
who guided and motivated us to apply our theoretical knowledge to overcome the challenges
and to identifying the problem right from the root by practically being in the park.
4. Interpersonal Commination Skills
During our internship period we honed our interpersonal skills, which are life skills such as
problem – solving skills, personal stress management and decision making, everyday
communication and interaction with other people ultimately increased our confidence.
Through this internship, we have matured and gained new perspectives. Though, we still have
a lot to learn, we are glad that we were given challenges to use a stepping stone.
5. Team Building skills
Working in a team, it enabled us to put forth our ideas in such a way so that it could be
feasible for the team and also retain our individuality. What we learnt in terms of improving
our team playing and team building skill during our internship period in guest relation
department is most valuable.
6. Leadership skills
Leadership skills are the tool, behaviours, and capabilities that a person needs in order to be
successful at motivating and directing others. We were able to discuss challenges and were
able to motivate and lead one another to overcome challenges. From the skilled personnel in
the plant we learnt how a leader effectively communicate and manage personnel in the park.
It can be said that the most successful leaders are those that drive other to achieve their own
success. Some attributes we gained during internship period include managing time,
motivating individuals, giving feedback and building teams.
7. Work Ethics
An internship is an opportunity to learn the skills and behaviours along with the work values
that are required for success in the workplace. Workplace ethics are established codes of
conduct that reflect the values of the organization or company where you are employed. We
have seen the willingness to work hard in our supervisors during our internship period. In
addition to working hard it is also important to work smart. This helped us in accepting
different challenges that were presented before us in the park and guided us towards
implementing and developing efficient ways to find solutions to save time. It’s also important
to care about our job and complete all projects while maintaining a positive attitude.
Finally, through this internship we had the opportunity to learn new concepts and were able
to observe how the concepts we had already learnt were applied in the real world. This
internship was a useful experience. We gained new experience, knowledge, skills and meet
new people. We gained insight into the professional practices currently followed in the
industry. We learnt the different facets of working within this established industry, related to
our study we learned more about the activities involved in running an amusement park and
about guest relation department, capacity and queue management.
Furthermore, this internship program aided in bridging the gap between academics and
industrial practices.
The internship also aided us in identifying our strengths and weaknesses. This helped us to
define what skills and knowledge we have to improve in the coming time. The confidence
that we have gained through this internship is sufficient to contribute towards our future
endeavours. In conclusion, this internship has given us insight, confidence and motivation to
pursue a career in the field of production.
REFERENCES
1. Bae, Y. H., Moon, S., Jun, J. W., Kim, T., & Ju, I. (2018). The impact of consumers’ attitudes
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VISVESVARAYA TECHNOLOGICAL UNIVERSITY,

“Jnana Sangama”, BELGAUM - 590014

Department of Industrial Engineering & Management

JSS ACADEMY OF TECHNICAL EDUCATION

Certified that the internship report entitled “DESIGN BUILDING FOR

_______________ _______________ _______________

Signature of the guide Signature of the HOD Signature of the Principal

INTRODUCTION TO THE COMPANY

Wonderla amusement park at Bengaluru has the following:

INTRODUCTION TO LITERATURE REVIEW

HISTORY OF AMUSEMENT PARK

TOP 5 AMUSEMENT PARKS IN THE WORLD

1. Universal Studios, Singapore

It is popularly known as the only movie-themed park in Singapore. It opened on 28

It is an amusement park that is located in north-eastern Italy which opened on 19 July

Report of SWOT analysis on Disneyland according to a study by Jia, 2017 is as follows:

 Higher rate of recognition  Higher ticket price.

 Development of science and  Competition

4. Pleasure Beach, United Kingdom

5. Alton Towers, United Kingdom

It opened on 4 April, 1980. It is one of the biggest amusements in the United

SWOT ANALYSIS OF WONDERLA AMUSEMENT PARK

Holidays Ltd, Bangalore by Naveen (2018).

 There are only a few amusement  Competition among other

INTERNSHIP AT GUEST RELATION DEPARTMENT

According to Maister’s proposition concerning the psychology in waiting time:

1. Occupied time feels shorter than unoccupied time.

2. People want to get started.

3. Anxieties makes wait seem longer.

4. Uncertain times are longer than known, finite wait.

5. Unexplained waits are longer than explained waits.

6. Unfair waits are longer than equitable rides.

8. Solo waits feel longer than group waits.

Thus, queue management is utmost important in amusement parks, especially during

2. To build a solution to reduce queue time.

Table 1.0 Data of Bottleneck rides

Approx. Wait time

QUEUE MANAGEMENT MODELS FROM LITERATURE

2. Mobile App System

3. Pay after visit

Figure 1 Different coloured tag for sequencing

2. Entry fee + Water fee package:

Figure 2 EZ Pay Band

Figure 3 Token system model

4. Mobile Application System

Figure 4 Flowchart of Mobile Application

Figure 5 Flowchart of queue module

 This option eases the activity of shopping.

PROTOTYPE OF THE MODEL

Table 2.0 Stakeholder’s approach for suggested model

4. Interpersonal Commination Skills

5. Team Building skills

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