Abstract
ABSTRACTThe aim of the study was to find out how hoteliers, department managers and employees working in Swiss wellness hotels offering holistic wellness services and products, define and understand the term “wellness”, what they associate with it and how much they currently know about their hotel’s range of wellness products and services. In an integrated approach, desk and literature research as well as 28 guided interviews of Swiss wellness hotel staff were conducted. The results indicate that the understanding and knowledge of wellness among department managers and employees is generally incongruent with that of the hoteliers and with the hotels’ self-portrayal online. In order to be able to sell a trustworthy wellness experience, the hoteliers’ understanding of wellness must match that of all his or her employees. It can have a detrimental effect on a hotel’s success if the product offered is not uniformly structured and communicated, and does not correspond with the guests’ expectations.
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