The Danna Langkawi General Manager Karan Singh
Back in business
One of the industries hardest hit by the Covid-19 pandemic was hospitality. The Peak Malaysia speaks to two hotel general managers about the pandemic impact and the challenges of recovery. In the first series, we speak to Karan Singh.
Creating a Global Appeal
General Manager Karan Singh recounts how the hotel made it on the global map. The pandemic gave us the opportunity to reset The Danna Langkawi. This was just before the government announced the reopening of local borders in 2021 and we decided it was time for a change. We did a SWOT analysis to see where we were in the market, our strengths and weaknesses, as well as opportunities that were open to us. We weren’t going to fall back on old practices, especially after what we through during Covid-19, but we wanted to find new ways of doing business in the future.
The Danna has always been well regarded as a destination in Langkawi, and we have consistently been among the top three choices for visitors when they come here. We are a local jewel but, compared to the likes of Ritz-Carlton, St Regis and The Four Seasons, we were never considered an internationally well-known hotel. The question was, how do we expand our reach internationally, and that’s when the idea of becoming a member of Small Luxury Hotels of the World (SLH) came about.
The Danna Langkawi is already known for its warm and personalised service, and that was something all our guests appreciated. We needed to improve the hardware and we began with simple things around the hotel. Our beach is nice, but customer feedback told us that there were too many stones and they can’t really walk on it. So, we invested in a beachcomber and started cleaning our beach every day. Within a month, we had a sandy, white beach that everyone can walk on. A simple thing like this made a great impact – even our returning guests feel that we have made a real change.
The Danna Langkawi Reset
Our amenities were improved, for instance, we introduced Ferragamo to our private villas. We wanted to offer guests amenities that reflected The Danna Langkawi as a luxury hotel. We even overhauled our website by focusing on user experience, videos, images and fresh content.
This was basically what we pitched to SLH. Our company’s ethos, values and purposes were similar as theirs. We had the right hardware – we’re perfectly formed for the hotel sizes they look for – and we’re independent and not part of a chain. I think we’re a perfect match: SLH had no assets in Langkawi, which is a bonus for both of us. This partnership has put us on an international platform and given us a global reach.
It’s still too early to gauge the impact but the response has been very positive, and we can clearly see new business streams opening up. Guests, however, have been very excited that we are now part of SLH. Another positive development is that, since SLH has an affiliation with the World of Hyatt, we have become the island’s only Hyatt Preferred property in Langkawi.
Langkawi has always been positioned as a destination for foreign visitors, and this was not only been reflected in hotels here but also eateries around the island. What the pandemic has now taught us is that we need to focus on both Malaysian and international visitors. Of course, when restrictions started coming down in 2021, most of our guests were Malaysians. International visitors have been slowly returning but I think, in the future, Malaysia will be a crucial feeder market, not just for The Danna Langkawi but for all hotels.
Joining Small Luxury Hotels of the World
Generally Malaysians come for short stays, averaging two nights, while foreign guests will stay around five. Malaysians generally have things planned out – they are more familiar with the locale and arrive ready with ideas of where to go and what to eat. International visitors rely more on our concierge services for suggestions. We are set up to satisfy every single customer need and we tailor our offerings not just based on where guests come from, but also who they travel with, whether as a family, perhaps, or a couple.
Of course, we are concerned by the threat of a global recession and the fact that is a war in Europe. We keep it at the back of our minds, however, and concentrate on what we can control. People will always want to travel, no matter what. It’s an emotional thing, a need to let up, and our task is to see that the effort they make to come to us will be worth it.
Both personally and professionally, I am very excited by how things have shaped up for The Danna Langkawi. We are on a great journey, and I truly believe that the path we have taken will position us as a preferred choice in Langkawi for the global traveller, regardless of where they are from.
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