Revitalizing Communication at West Ham's Hospitality

Founded in 1895 as the company team of the Thames Ironworks, West Ham United has undergone significant transformations over the years, evolving into a renowned football club. In 1900, the club transitioned into a limited liability company, assuming the name West Ham United, a pivotal step that marked a turning point in its trajectory. Four years later, in 1904, West Ham United relocated to its current home ground in Upton Park, setting the stage for a long and storied history.

Fast forward to the 1992/93 season when the club earned promotion to the FA Premier League, the pinnacle of English football.

This achievement catapulted West Ham United onto the global stage, solidifying its status as a competitive force. Throughout its journey, the club's stadium has undergone continuous improvements, with the current capacity standing at 30,000. Plans for further expansion are underway, with construction already commenced on one of the stands, promising to elevate Upton Park's capacity to an impressive 46,000 by 2003, making it one of the premier stadiums in England.

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Upton Park: A Hub of Diversity and Growing Excellence

Situated in Upton Park, East London, the club finds itself at the heart of one of London's vibrant ethnic minority communities. This location not only adds to the unique identity of West Ham United but also reflects the diversity that defines the city itself. The Hospitality department at West Ham United has been integral to the club's overall success. With approximately thirty bars, kiosks, and suites, it caters to a diverse fan base, providing a range of services from fast food options for general spectators to exquisite three-course meals for those seeking a more upscale experience.

The significance of the Hospitality department extends beyond mere fan satisfaction; it plays a crucial role in the club's financial landscape. The department's continuous improvement is a testament to its commitment to enhancing the overall matchday experience for supporters. However, recent observations from a current part-time employee have highlighted challenges in the department, particularly concerning communication.

Communication Challenges in the Hospitality Department

As an active member of the Hospitality department staff, I have experienced firsthand the communication challenges within the team. Despite the strategic communication plan outlined in the appendix, it appears that the intended communication strategies are not consistently applied, especially for kiosk assistants and team leaders. The action plan sheet from Debbie Laver, obtained separately, suggests a serious commitment to communication strategies higher up in the hierarchy.

However, the reality on the ground paints a different picture. Kiosk assistants are expected to have group and individual meetings with team leaders before each match, a process that seems to be overlooked or disregarded in practice. This lack of adherence to the communication plan has resulted in confusion among staff members, leading to periods of inactivity as clear instructions are not effectively communicated by supervisors.

Furthermore, the current communication strategy lacks visibility among staff, with many employees, including myself, unaware of crucial elements such as the requirement for all meetings to be minuted. Despite the apparent effectiveness of the strategy on paper, its successful implementation is questionable at the lower echelons of the Hospitality department.

Proposed Solutions for Improved Communication

Addressing the communication challenges within West Ham United's Hospitality department requires a concerted effort to bridge the gap between the documented strategy and its practical application. To enhance communication, regular and structured meetings between kiosk assistants and team leaders must become a standard practice. These gatherings would not only clarify expectations but also create a platform for addressing concerns and sharing insights.

Additionally, the use of technology, such as a dedicated communication platform or mobile applications, could streamline the dissemination of information. Digital channels can ensure that updates, instructions, and important notices reach all relevant staff members promptly, reducing the risk of miscommunication or oversight. Implementing these changes would align with the club's commitment to continuous improvement and would contribute to a more efficient and cohesive Hospitality department.

Moreover, fostering a culture of open communication where feedback is encouraged can significantly enhance the overall work environment. Regular feedback sessions and anonymous suggestion boxes could provide valuable insights into the concerns and ideas of the staff, ensuring that their voices are heard and considered in decision-making processes.

Furthermore, investing in training programs for both supervisors and staff on effective communication techniques and strategies can contribute to a more cohesive and well-informed team. By equipping employees with the necessary skills, the likelihood of misunderstandings and confusion can be substantially reduced, promoting a smoother workflow and a more positive atmosphere.

Conclusion

In conclusion, West Ham United stands as a symbol of resilience and progress within the footballing world. However, the challenges faced by its Hospitality department in terms of communication must not be overlooked. By addressing these issues and implementing practical solutions, the club can further enhance the matchday experience for its diverse fan base and ensure the continued success of its operations.