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Summary HEM Model (Hospitality Experience Model)
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Summary of the HEM Model, including a summary of the PESTLE Model.
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Hospitality experience model intro HEM:❖ Golden triangle
Who are the main stakeholders in hospitality?
■ Guest → left bottom
■ Employees → right bottom
■ Owner → top
■ Hospitality manager → middle
❖ Hospitality experience model
❖ The demand
➢ The guest: leisure or business traveler
❖ O = are objectives of the guest for visiting the
hospitality org. Why are they
searching for a hospitality org =
needs
❖ B= benefits sought refers to
dividing your audience based
on the unique value proposition
your guest (demand) is looking
to gain from your tangibles,
service or ambiance
❖ The experience (potential)
➢ S → service
■ All behaviour by
personnel in direct contact with the guest
● Distinction: technical and social behaviour
➢ T → tangible
■ The physical product, all facilities
● Ex: guest rooms, spa, swimming pool
➢ A → Ambiance
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