Management of Business

Internal Assessment

Name: Chaneil Watson

Candidate number: 1003213941

Centre number: 10032

School: Montego Bay Community College

Territory: Jamaica

Topic: An investigation into the impact of the mission statement of the Hilton Resort& Spa on
the level of motivation of its employees.

Year: 2016
 Acknowledgment

The production of this research would have been unimaginable without the aid and harmony of

thisinstitution. I would like to thank my teacher and parents for their tremendous support and

precious time spent on taking the time out to guide me in doing this internalassessment.
 Topic Statement

“An investigation into the impact of the mission statement of the Hilton Resort& Spa on the level

of motivation of its employees.”

 Aims and Objectives

To help with the investigation of this research, the researcher has come up with a number of aims

and objectives which should assist with the interpretation of the ‘impact of the mission statement

of the Hilton Resort & Spa on the level of motivation of the employees.” These aims and

objectives that were created in order to assist in the interpretation are:

 To ascertain the mission statement of the Hilton Resort & Spa

 To gain more knowledge as to how the mission statement is used to motivate employees.

 To evaluate the effectiveness of the mission statement in increasing the motivation level

of employees
 Background
A mission statement is a written declaration of an organization's core purpose and focus that

normally remains unchanged over time. The central purpose of the mission statement is to guide

the actions of the organization, spell out its overall goal, provide a path, and guide decision-

making. If the goal of employee engagement is to elicit a higher dosage of creativity, innovation

and change, then every organization needs to embrace a mission and vision that will bring

sufficient sizzle to spark imaginations and move people to action.

Mission statement have been overwhelmingly accepted as an indispensable part of the strategic

management process for organizations of all types; be it public sector, not-for-profit, private, for

profit, a multinational or a small and medium scale enterprise. It is widely believed that the

mission statement have an impact on strategy and most aspects of organizational performance.

Most firms have mission and vision statements. In the worst case scenario, mission and vision

statements are implied implicitly. Supporting the above argument, Bart et al. (2001) posited,

referring to Bain et al. (1996) study, that mission statements had consistently been shown to be

the top-rated management tool deployed by senior managers during each of the ten years prior to

his study. Mullane (2002) argued and supported it empirically that mission and vision statements

are useful for practical day-to-day operations, taking a contrary view to those who assert they are

archaic documents that are typically exhibited as wall hangings. Several works (Campbell, 1997;

Mullane 2002; Rigby, 1994; Matejka et al., 1993; Campbell and Yeung, 1991) have delineated

how mission and vision statements can be used to build a common and shared sense of purpose

and also serve as conduit through which employees‟ focus are shaped. Other schools of thought

believe mission and vision statements tend to motivate, shape behaviours, cultivate high levels of

commitment and ultimately impact positively on employee performance (Mullane, 2002; Collins
and Poras, 1991; Daniel, 1992, Campbell, 1989; Ireland and Hitt, 1992, Klemm et al., 1991,

Drucker 1959).

The mission statement of the Hilton Resort is, “To fill the air with light, warm and good

Hospitality”
 Significance of the Study

The study will be a significant endeavor promoting good work environment in the workplace and

motivation of its employees. This study will also be beneficial to the corporate management

when they employ effective working in the workplace. This study will mainly focus on how staff

motivation bevel by the mission statement. Moreover, this research will provide

recommendations on how to evaluate workers motivation level at the Hilton Resort & spa.

This study will serve as a future reference for researcher on this topic. And most importantly, this

research will educate clients deciding on whether the business industry is really fulfilling its

responsibility and maintaining an high motivation level to its staff and not just showing off to

promote its business.

 Literature Review

The Hilton Resort and spa is located at Rose Hall, St. James. Unlike Jamaica's many hard-

boozing' all-inclusive resorts, the Hilton's Rose Hall Resort maintains a more sober and relaxed

sense of luxury. On the whole, what you get there is not too different from what you might find

at any family-friendly upscale resort in the United States. While the largely European-based

chain hotels that surround the Hilton tend to skimp when it comes to bedding and technology (in

favor of poolside dance contests, perhaps), the Hilton provides all the elaborate niceties U.S.

travelers have come to expect in recent years, such as high thread-count sheets and wireless

Internet access in every guest room. In fact, its child-friendly atmosphere, consistent service,

great golf course, and up-to-date guest rooms are more in line with other large-scale top-quality

Hilton properties in the United States, such as the Hilton Hawaiian Village near Waikiki and

the Creek near Disney World in Orlando, than they are with other resorts in the Caribbean. And

it is for these reasons that it becomes a stand-out value in Montego Bay. While some resorts can

feel a bit bureaucratic, the service at the Rose Hall Resort is a bit more personable. There is

always someone willing to help with a bag or open a door. There's no complimentary shuttle, but

it's a short, US$25 taxi ride to the airport. It's also a major plus that the golf course is actually on

the main property. Guests at many other hotels have to arrange transport to get to their greens.

There, you can walk right over!.Rose Hall's main feature is the Sugar Mill Falls complex

of waterslides, waterfalls and swinging bridges, all in a massive lagoon-shaped pool. The whole

area is well planned, and there are several private perches for parents to keep an eye on their

children. Fresh, the large, open-air restaurant on the ground floor of the main building, has an

inspiring buffet.
The mission statement is typically very short it’s just a few sentences. But it encompasses the

organization’s heart and soul. In order for someone to work effectively that person has to get

encouragement that the work being done by them is okay and they should continue or the work

being done is not good enough and they should work harder in order to live up to the mission,

this process is known as motivation,Motivation refers to the factors within an individual that

stimulate, maintain and direct behavior towards achieving goal. Motivation has a major influence

on a person’s behavior at work. For managers to lead an organization he/she has to be able to

possess control over workers of the organization. This is very important as in distinguishes a

leader from a regular worker. Leaders are expected to set a mission statement along with

standards/rules that persons below them should follow in order to ensure the success of their

organization. This would be considered a form of organization because the leader set standards

that employees are expected to live up to. Leaders should be able to interpret the pat which the

business is heading and analyze so that he/she can inform employees of what they are expected

to do to help the organization on the path of success. The employees of this organization is

encouraged to continue doing good work with the benefit they receive from the organization.

“It is impossible to have a great life unless it is a meaningful life. And it is very difficult to have

a meaningful life without meaningful work.” -Jim Collins(2001).

Do you feel that you have work worth doing? If so, you are among the more fortunate of our

readers. If not, you are among the many who find that their work — the thing to which they

dedicate so many of their waking hours — holds little meaning. Instead, work is merely a means

to an end, where people suffer through their jobs in hopes of finding time for those things that

matter more: family, faith, hobbies, vacations, even watching TV. Work is simply something to
be endured. The Company’s primary objective is to maximize long-term stockholder value,

while adhering to the laws of the jurisdictions in which it operates and at all times observing the

highest ethical standards. Mike Brenner and Steve Van Valin(2012), of the consulting firm

Culturology, talk about sources of “meaning amplification” that managers can tap in their quest

to sustain employee engagement. These sources spiral out from the self (providing for one’s

family; making progress in challenging work), to a broader array of other people (working as

part of a well-functioning, respected team or organization; having a positive impact on

customers; contributing to one’s community or country); and finally to the broadest level

(serving society; helping people around the world). Employees will be most strongly engaged in

their work when they perceive it as serving each of these goals in some way.

To accomplish this, leaders have two tasks. First, they must communicate to employees how

their work contributes to these sources of meaning. Often, a well-articulated mission statement is

the place to start.

The mission statements give people a sense of how their efforts will contribute to the lives of the

customers, communities, and world they impact.

Unfortunately, far too often, mission statements turn out to be empty lip service to values that

aren’t lived every day by managers inside the organization. So this is the leader’s second task:

walking the talk of the mission statement. Researchshows, that the organization must actually

support employees’ ability to achieve meaningful goals. In the best companies, where employees

are engaged and performance shines, leaders at all levels respect employees and consistently

strive to give them the autonomy, help, resources, and time they need to do great work. It is very

important to have a mission statement to guide employees.

 Methodology

The researcher investigated the Hilton Resort & spa to find out the impact of the mission

statement on the level of motivation on its employees.

Though out this entire project gained information using a number of primary and secondary

sources. Some of the primary sources include observation and questionnaires, while some of the

secondary employed include: the internet, books, and records from the statement.

The research instrument used by the researcher is questionnaire. The researcher chose

questionnaires because the guarantee the confidentiality and it may reach a large mass in a short

period. The questionnaires were administrated to the respondents directly by the researcher and

they were assured that confidentiality would be a major importance of the researcher in dealing

with their response. They were also encouraged not to correspond with each other during the

exercise and were asked for their full co-operation as well as to be honest in giving their

responses. In choosing a sample, the respondents employed random sampling to assist the

researcher in choosing a sample population from the for her to investigate.

The researcher during her visit to the business managed to observe methods by whichemployees

of the Hilton Resort & Spa carry out their functions. A total of 160 questionnaires were

distributed. Based on the sampling criteria discussed above Faculty were targeted with 60

questionnaires whilst 30 were sent to Senior administrative staff. Forty (40) were distributed to

the Middle level staff and 30 to Support staff. This sample size is justified for the purposes of the

study since Faculty and Senior administrative staff who are expected to be provide more quality

responses because of their better understanding of the issues at hand received the highest number
of questionnaires when their total population is compared to those of the other two staff

categories. A total of 120 responses were received and analyzed as a representative sample of

the employees; a high and satisfactory response rate of 75% was recorded. The researcher chose

this organization because of its close proximity to the researchers’ home.

The questionnaires were administrated to the population on the 23rd of January 2016 and they

were collected on the 24th of January 2016. The questionnaires were left with the population for

24hrs. The researcher then returned to the organization to collect the responses of the employees
 Questionnaire
Please tick the answer where  are provided.

1. Gender

Male Female

2. How old are you?

Under 18  18-30  31-40  41- 50  over 50

3. How long have you been an employee of this organization?

 3-5 months

 6-12 months

 1-2 years

 Over 2 years

4. Howthe mission statement does motivates you as an employee of this

organization?

5. What is the mission statement of the Hilton Resort & spa?

_______________________________________________________________

6. What is your level of satisfaction in your work towards the mission statement?
 More than satisfied

 Satisfied

 Not satisfied

7. What affects your level of motivation towards work?

 Financial rewards
  Job security

Working environment

 Others

8. Does the mission statement of the Hilton Resort & spa fulfill its purpose?

 Yes

 No

9. How the mission statement of the organization motivates you as an employee?

______________________________________________________________

10. Does the management maintain an open communication with its employees?

 Yes

 No

11. Do you feel compensated for your service?

 Yes

 No

12. Accordingly, what are the things that you think need an improvement in you

workplace?

Style of management

People and work environment

Salary

Mission statement

Company’s image

13. To what extent does the mission statement includes a focus on its employees?
  Poor

 Excellent

 Very Good

 Average

 Below Average

14. What is the level of awareness of the institute’s mission statement?

 Poor

Excellent

 Very good

 Average

 Below average

15. Does the mission statement motivate you as an employee at the Hilton Resort

& spa?

 Yes

 No
 Presentation of Data
Objective One (1)

Responses as to the mission

statement fulfilling its purpose.

30%
Yes
No
70%

Figure 1: The figure above is showing response as to whether the Hilton Resort and spa is
fulfilling its mission statement. 70% of responses said yes and 30% said no.

Level of awareness of the institute's

mission statement.

7% 11%
Poor
27% 21%
Excellent
Very Good
Average
34%
Below Average

Figure 2: respondents were asked to respond to the extent to which the institute’s mission
statement includes a focus on the institution’s responsibilities and commitment to them as
employees. The results showed that on a five-point Liker scale (Excellent = 5; Very good = 4;
Average = 3; below average = 2; Poor =1) 45% of respondents described the mission statement
as very good in capturing the institute’s concern for them whilst only 14% described them as
excellent.

Objective two (2)

showing responses to whether the

mission statement motivate workers

No
15%

Yes
85%

Figure 3: 15% of respondent said yes, they are motivated by the mission statement and 15%
said no they are not.

Level of satisfaction in work towards

the mission statement.

Not satisfied

Satisfied
More the satisfied
More the satisfied
Not satisfied
Satisfied

0% 20% 40% 60%

Figure 4: the level of satisfaction towards employees work performance is important.

Respondents were 20% said Not satisfied, 50% said, more than satisfied, and 30% said
satisfied.
Objective three (3)

Perspection on the extent to which

the mission statemnt include a focus
on its employees.

13% 12% Poor

14% Excellent
16%
Very Good
Average

45% Below Average

Figure 5: as shown on the graph above 12% said poor. 14% said excellent,

45% said very good, 16& said average and 13% said below average.

Responses as to what needs improvement in the workplace.

Alternatives Percentages
Style of Management 10%

Mission Statement 1%

30%
People and Environment
Salary 50%

Company’s Image 9%

Figure 6: responses from employees showing what needs improvement in the workplace. 10%
said style of management, 1% mission statement, 30% people and environment, 50% salary,
and 9% said company’s image.
 Analysis of Data
The researcher through this research learnt that the Hilton Resort & Spa is one that is actively in

recreational activities.

It was strongly agreed by the respondents that the mission statement of the Hilton Resort & is

fulfilling its purpose stated by 85%. This information was also supported by an article published

in the Jamaica Gleaner, June 24, 2010 that fulfilling the mission of the organization will help in

contributing a positive image for the organization. It is also stated where 30% of respondents

said a fulfillment of the mission statement is no being done.

The ownership section of the survey was meant to explore employees‟ perceptions regarding the

extent to which they see the institution’smission as their own in terms of how it addresses them

and their expectations as employees. Calfree (1993) observed that mission statement that tends to

reflect messages about growth and profitability only are not useful to employees but Wall Street.

According to Calfree (1993) therefore, mission statement must capture the interests of employees

if they are to make any meaningful impact on them.

This finding is not too surprising; it may be as a result of the earlier observation that the level of

knowledge of the mission components/content amongst a substantial number of respondents was

low (see figure 5). It can be inferred that an appreciable level of knowledge of the

components/content of the mission statement is required to make a meaningful assessment by

the employee in this regard. There is some consistency with earlier works. Forbes and Seena

(2006) and Mullane (2002) have reported and explained that there is often no involvement at all

or at best insignificant involvement of employees in the design of the mission statement and as a

consequence they perceive them to be a „property‟ of senior management. Put bluntly, one
middle level staff had this to say: “The development of the vision and mission statement and the

strategies underlying its implementation should not be limited to senior management. The

success of the institution depends on how every stakeholder knows about where we’re heading

towards” So that even though redrafting a new set of mission statement may not be a first

choice, there is some feeling of “we do not own them” amongst employees and as suggested by

the above employee, the more employees are directed through deliberate policies to the statement

the more they will discover that they own them after all.

Survey has shown where there is a solid level of satisfaction in work towards the mission

statement shown in (figure 4). Ferron burke a Manager supported by respondents where 50% of

employee were more than satisfied, 30% were satisfied and 20% were not satisfied.

According to the information given by respondents 50% claims that there should be an

improvement in the salary for employees. DR Robinson done a research on staff motivation and

from information gathered he believes staffs should be paid fairly for their service. For the

survey carried out 1% of respondent said an improvement in the mission statement is needed,

9% said the company’s image, 10% said style of management, 30% said the people and the

environment and 50% said the salary.

 Interpretation of Results
Drawing on the findings of the study, the following major implications are identified:

 The institute’s employees appreciate the importance of mission

statement and quite a good number have firsthand knowledge of their

existence. However management needs to put in measures to get them

acquainted with it on a more frequent basis.

 In responding to the above recommendations, management should

give particular thought to the places where the mission statement

would be posted so they have the necessary impact. The most popular

places according to the literature are wall hangings/displays on

institute’s premises. It was found that this is not the case with the

institute. This and other more innovative initiatives such as constant

reference at meetings and gatherings must be explored to augment the

traditional ones.

 The seemingly high levels of knowledge about the mission statement

and its purpose is not withstanding, most employees do not have a

good knowledge of the components/contents of the mission statement

which calls for intervention. It is proposed the components be broken

down into „measurables‟ or proxies of desired outcomes so

‘employees can be schooled in them. This effort would also intervene

in reshaping the perception amongst a substantial number of

 employees that the institutes‟ mission statement do not include a focus

on them.

 The perception that mission statement is solely meant for management

or leadership is very rife amongst employees though they appreciate

their importance to the institute. It is thus necessary as a matter of

outmost importance to identify ways to disabuse their minds and

inculcate a better sense of ownership in them. Suggestions made

earlier under the second policy implication could be a good starting

point.

 Since ownership is a prerequisite for impact, management‟s main area

of focus must be towards getting employees to see and appreciate the

mission statement as theirs because the study shows that making them

aware of the existence of the statements is just one step towards

getting the needed impact on their level of motivation.

 Conclusion and Recommendations
From the information collected the researcher has found it fit to conclude that business is one

that plays a vital role around St. James also thee Hilton Resort & Spa has made their name

around the world because they have constantly meet customer’s satisfactory standards over the

years of existence.

The researcher also came to a conclusion in doing this research. This research has explored

employees‟ knowledge and perceptions about mission and statement and has shown that mission

statement is still relevant strategic management tools that can impact employee’s level of

motivation in consistence with other empirical studies. Attempts were particularly directed

towards probing and highlighting issues relating to awareness of mission statement, leading to

ownership and subsequently impact.

The researcher recommended that The Hilton Resort & Spa continues to fulfill its mission

statement in order to maintain a high level of loyalty to its customers. Also a recommend to the

Hilton Resort & spa, a focus on employees should be enforced in the mission statement in order

to maintain a high level of motivation to the members of staff.

Finally the researcher recommends that employees should be fully compensated for their service

in the salary. A fair salary will contribute to the motivation level when the carry out the mission

statement and are paid fairly for they work carried out and their royalty to the organization.
 References and citations

Hilton Resort & Spa research (2015-2016)

 Klemm, M. , Sanderson, S. and Luffman, G. (1991). “Mission statements:

selling corporate values to employees”, Long Range Planning, Vol. 24 No. 3,

pp. 73-78 Levitt, T. (1960). “Marketing myopia”, Harvard Business Review,

Vol. 38, pp.24-47.

 Management of Business for CAPE Unit 1 (Peter Stimpson Kathleen Singh)

 Rarick, C. and Vitton, J. (1995). “Mission statements make cents”, Journal of

Business Strategy”, Vol. 16, pp. 1112.

 https://hbr.org/2012/12/to-give-your-employees-meaning.html#

 http://www.google.com
 Overall Presentation of Report
The researcher investigated “the impact of the mission statement of the Hilton Resort & Spa on

the level of motivation of its employees.” This organization is located on St. James. This

organization is one that is located across from the Cinnamon Hill Golf Course. As the most

recognized name in the industry, travelers all over the world have been saying “Take me to the

Hilton” for almost a century. And because of our innovative approach to products, amenities and

service, Hilton continues to be synonymous with hotel across the globe. Hilton Hotels & Resorts

remains the stylish, forward thinking global leader of hospitality – and we help make traveling

easier with our smart design, innovative restaurant concepts, authentic hospitality and

commitment to the global community.