Dear Supporter,
Unfortunately, yesterday was a disappointing and frustrating day on and off the field for Albion fans, for our staff, and for our catering partner, Sodexo, alike.
While we were beaten by a better Everton side on the day, off the field our service to you was not at the level you’ve come to expect or we strive to achieve, and we can only apologise.
The ongoing pandemic is continuing to have a significant effect on our matchday staffing levels - and this is, in turn, impacting on us in a range of different areas.
In particular, Sodexo’s catering staff numbers are currently over 40% lower than we would like. Unfortunately, filling the gaps we have is proving to be very difficult indeed.
We are also operating with lower stewarding levels than we would prefer, which is making our COVID pass and ID checking operation even more challenging.
We do not currently have access to our usual university student workforce; and our usual agencies have been unable to supply staff from other areas of the south of England.
In addition, recognising we can typically only offer 19 or so shifts over 10 months, some staff are understandably choosing to take more regular work at other hospitality venues.
Adding complexity to how we might plan for or overcome these difficulties is the very late withdrawal of staff that had been booked to work at the stadium.
While we fully appreciate that long queues and slower service in lounges and concourses are very frustrating, please remain patient with the staff that have shown up to work.
We need the staff we have to support us in the matches ahead, and not be put off from doing so due to abusive comments. Many are young and inexperienced, but are doing their best.
We will be working with Sodexo between now and Leicester City's visit to review our current operations, and to prepare a contingency plan to improve service during this period.
We believe it's a short term issue. The return of universities, and fewer competing hospitality events as we move out of the holiday season and in to Autumn should help moving forward.
We also hope that higher vaccination levels, and more confidence in the stadium environment being as safe as possible, will boost the numbers available or willing to work.
In the meantime, you may not have as wide a choice of food or drink as you may like, and queues may be longer, but we would ask for your patience, and also support for our staff.
Finally, catering aside, our priority will be continue to ensure the stadium environment is as safe as it can be, so our checks will continue.
We are grateful for your understanding of all the operational challenges we are facing in these early weeks of trying to get match days WITH fans back to normal after 18 months.
I hope you enjoy the August Bank Holiday weekend ahead.
Best wishes,
Paul