IMPLEMENTASI HOSPITALITY HOLISTIK DALAM PENINGKATAN PELA-YANAN PRIMA BAGI WISATAWAN PADA SOLANA LUXURY WELL-NESS RETREAT DI SINGAPADU KABUPATEN GIANYAR

Abstract

The implementation of holistic hospitality is an approach to service that prioritizes the physical, emotional, mental, and spiritual well-being of tourists in order to create excellent service quality. Solana Luxury Wellness Retreat, as one of the wellness tourism destinations located in Singapadu Village, Gianyar Regency, applies the concept of holistic hospitality to provide a comfortable and high-quality stay experience for its guests. This study aims to identify the implementation of holistic hospitality, the forms of excellent service provided to tourists, and the level of tourist satisfaction with the services offered at Solana Luxury Wellness Retreat. This research employed a mixed-method approach, combining qualitative and quantitative methods. Data were collected through observation, interviews, questionnaires, literature review, and documentation. The data were analyzed using descriptive qualitative analysis and arithmetic mean analysis. The study involved 50 tourist respondents who had stayed at or participated in wellness programs at Solana Luxury Wellness Retreat. The results of the study indicate that: (1) the implementation of holistic hospitality at Solana Luxury Wellness Retreat is carried out through services that prioritize comfort, tranquility, friendliness, and attention to the overall needs of tourists. This concept is supported by wellness facilities such as yoga, meditation, spa treatments, a comfortable natural environment, and professional staff services; (2) excellent service is provided through staff responsiveness, service reliability, and tangible aspects of service, including physical facilities, environmental cleanliness, and the comfort of the retreat atmosphere; and (3) the level of tourist satisfaction with the implementation of holistic hospitality falls into the good category. This finding indicates that tourists are satisfied with the services provided during their stay at Solana Luxury Wellness Retreat