Revitalizing a Top Resort in Langkawi: Automating Operations and Boosting Sales

The hospitality industry took a serious hit during the COVID-19 pandemic, and for many resorts, recovery has been a slow and tricky process. One such resort in Langkawi, once a renowned destination for both leisure and business travelers, found itself struggling to keep its head above water as the pandemic turned its guest list into a distant memory.

Things took a turn for the worse when, in April 2025, the resort’s General Manager was caught red-handed breaching trust with over RM300,000 in financial mismanagement. The resort needed a fresh start. Enter the new General Manager, who contacted me for help in getting things back on track.

The resort’s operations were in disarray, relying on Excel files for everything—from reservations to HR and finance. What could possibly go wrong with that? The answer: A lot. That’s where I came in, with my trusty toolkit of automation solutions. Here’s how I got started in revitalizing this resort, one click at a time.

Step 1: Listening and Analyzing the Problems

The first thing I did was sit down with the new GM to hear about the resort’s many challenges. There was no shortage of problems, but a few stood out. From a fragmented reservation system to HR processes being tracked on Excel (I think even Excel was getting exhausted by that point), it was clear that the resort needed more than just a fresh coat of paint — it needed a full-scale digital overhaul.

After gathering the team’s input and assessing the resort’s operations, I proposed some key fixes that would automate the processes and reduce the chances of someone “accidentally” misplacing another RM300,000.

Step 2: Proposing Solutions for Automation

To address the operational bottlenecks, I recommended a series of system upgrades that would automate processes, reduce human error, and – most importantly – prevent future financial disasters.

1. Channel Manager for ReservationsThe resort relied on third-party OTAs for bookings, but managing those reservations manually via Excel was like trying to juggle flaming swords while riding a unicycle. I introduced a Channel Manager to centralize all reservations. This would synchronize bookings from various OTAs in real-time, ensuring accuracy and preventing double bookings (no one likes the surprise of an overbooked room).
2. Front Desk Software for Faster Check-insGuests had to endure painfully slow check-ins due to the manual process. Imagine waiting in line longer than the time it takes to fly to Langkawi. I recommended a Front Desk software that would automate the check-in process. With this solution, guests can breeze through check-in, and the resort staff can focus on providing a warmer welcome (instead of scrambling to find paperwork).
3. HR System for Managing Staff and PayrollHR was a total mess, with salaries calculated on Excel spreadsheets and employee performance not properly tracked. I brought in an HR management system to streamline everything. The new system would automate payroll, track performance, and centralize employee records, making the HR process as smooth as a freshly ironed sheet (and who doesn’t love smooth sheets?).
4. Improving Wi-Fi CoverageA great resort experience can easily be ruined by bad Wi-Fi. I conducted a network audit and made recommendations to improve Wi-Fi coverage across the resort. By reconfiguring the network switches, replacing the old Access Points, and strategically placing new ones in the right spots, I ensured guests would no longer be stuck with buffering speeds when trying to upload their vacation selfies.
5. Reevaluating OTA Campaigns and PromotionsTo boost sales and reduce reliance on OTAs, I rechecked their pricing structure, examined customer feedback, and revamped their promotional strategy. The aim was simple: attract more bookings with competitive pricing while minimizing the hefty OTA commission fees. After all, the only thing that should be steep is the resort’s view, not the commission fees!
6. Monitoring Sales and Fine-tuning the StrategyWe weren’t just going to set it and forget it. I committed to monitoring the resort’s daily sales for a month to gauge the effectiveness of these changes. By tracking metrics like occupancy rates, average room rates, and sales across different channels, we’d make sure the resort’s operations were not just functional but also flourishing.

Step 3: What’s Next for the Resort?

While the resort is already seeing improvements, I’m not stopping there. Here’s what’s coming up next in our digital makeover:

1. Replacing Old CCTV with New High-Quality Wi-Fi CCTVThe resort’s outdated DVR CCTV system wasn’t doing anyone any favors. I proposed replacing it with a high-quality Wi-Fi CCTV system covering over 20 important spots around the resort. Not only will this increase security, but it will also give peace of mind to guests who don’t want their valuables mysteriously disappearing during a spa treatment.
2. Creating a Resort Website for Direct SalesThe resort was heavily dependent on OTAs, which meant high commission fees eating into their profits. To remedy this, I recommended building a custom website that would allow guests to book directly. Not only will this reduce commission losses, but it’ll also provide a direct communication channel for special offers, promotions, and exclusive experiences. Plus, who doesn’t love a shiny new website?
3. Planning and Creating a Yearly Marketing CampaignIt’s time to keep the buzz going year-round. I’ll help create a marketing campaign that spans the entire year, with monthly goals, targeted promotions, and seasonal offers. From Instagram posts to influencer collaborations, this marketing strategy will ensure the resort stays top-of-mind for travelers. We’re going to make sure their marketing game is stronger than their Wi-Fi signal!

Step 4: Results and Next Steps

After implementing these changes, the resort began seeing improvements. Bookings started to pick up, operations became more efficient, and the staff seemed to breathe a collective sigh of relief as they no longer had to fight the chaos of manual processes. We’re not done yet, though. The next month will involve refining strategies and continuing to monitor daily sales to ensure we’re maximizing profitability.

Conclusion:

Turning a resort around after financial mismanagement and pandemic-induced struggles is no easy task, but it’s possible with the right tools and strategies. By automating reservations, HR, and Wi-Fi systems, and creating a streamlined marketing strategy, we’re not only getting the resort back on track but setting it up for long-term success.

If your business is facing similar challenges and you’re ready to swap your Excel sheets for some shiny new tools, let’s talk. Sometimes, all it takes is a fresh perspective (and a bit of tech magic) to turn things around.

And remember, no resort — or business — should ever have to choose between good Wi-Fi and good service. Let’s fix both.