"How can West Ham United hospitality improve its communication?"

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The club was founded in 1895 as a company team of the Thames Ironworks. In 1900, the club became a limited liability company under the name of West Ham United, this proved to be vital for the progress of the club. In 1904, the club decided to move to its present ground in Upton Park. In 1992/93, the club was promoted to the FA Premier League, which is the top flight in English football and the best league in the world.

The stadium has continuously been improved and at this moment the stadiums capacity is 30 000. Plans have been accepted and construction of one of the two stands has commenced. Once the new stands have been completed in 2003, the capacity would have increased to 46 000 and Upton Park would be one of the best stadiums in England. The ground is situated in Upton Park, East London and in the heart of one of London’s ethnic minority communities.

The Hospitality department at West Ham United is continuously improving. The Stadium has approximately thirty bars, kiosks and suites in total. This department is vital for the club as a whole and it plays a major part in the financial aspect of the club and also the attitude of the supporters as they provide a service to the supporters before and during the game. There are kiosks that provide fast food for the fans, and there are also suites and lounges that are for the more upper class customers which provide three course meals and other luxuries.


I currently work part-time at West Ham United Football Club in the hospitality department and have found that there is poor communication, this is indicated by confusion amongst staff members. At times many members of staff are doing nothing due to the lack of clear instructions. The staff are asked to come in on a match day at 12.00pm and once preparations in the kiosk are completed staff do not know what to do, as clear instructions are not given by the supervisors.

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The current communication strategy which is adopted by West Ham United Football Clubs Hospitality department is outlined in appendix 1.

Looking through it, it seems to me that the strategy for the employees higher up in the hierarchy is being followed, but for the kiosk assistants and the team leaders it ...

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