Effective ORM Strategies to Boosting Hotel Reputation & Growth
In the hotel and travel industry, online reviews shape brand reputation and influence bookings. With 81% of travelers reading reviews before booking, managing feedback is crucial. Effective ORM (Online Reputation Management) strategies involve monitoring reviews, responding professionally, and building trust. Hotels can strengthen their online presence and drive long-term growth through reputation management.
A single negative review can have a significant impact on a hotel’s reputation, driving potential guests away and affecting bookings. On the other hand, a hotel with a strong online reputation can attract more customers, increase loyalty, and boost revenue. In this blog post, we’ll explore effective ORM strategies to help hotels boost their reputation and drive growth.
- Monitor Reviews Across Multiple Platforms
The first step in effective ORM is to monitor reviews across multiple platforms. This includes review sites such as Booking.com, TripAdvisor, GoogleMyBusiness, and Yelp. Hotels should regularly check reviews on these platforms, paying attention to both positive and negative feedback.
Monitoring reviews allows hotels to:
- Identify areas for improvement
- Respond promptly to negative reviews
- Showcase exceptional service and amenities
- Build trust with potential guests
To streamline the review monitoring process, hotels can use review tracking software or employ a dedicated online reputation manager.
- Respond Professionally to Negative Reviews
Responding to negative reviews is crucial in ORM. A prompt and professional response can turn a negative review into a positive experience, showcasing a hotel’s commitment to customer satisfaction. When responding to negative reviews, hotels should:
- Acknowledge the guest’s concerns
- Apologize for any inconvenience
- Offer a solution or compromise
- Show appreciation for the guest’s feedback
A well-crafted response can turn a negative review into an opportunity to showcase a hotel’s exceptional service and build trust with potential guests.
- Encourage Positive Reviews
In addition to responding to negative reviews, hotels should also encourage positive reviews. This can be achieved by:
- Providing exceptional service and amenities
- Offering incentives for guests to leave reviews, such as loyalty points or discounts
- Responding promptly to positive reviews and thanking guests for their feedback
By encouraging positive reviews, hotels can build a strong online reputation and attract more customers.
- Build Trust with Potential Guests
Building trust with potential guests is critical in ORM. Hotels can build trust by:
- Providing clear and accurate information on their website and social media channels
- Offering competitive pricing and packages
- Showcasing exceptional service and amenities
- Encouraging guests to share their experiences on social media and review sites
By building trust with potential guests, hotels can increase bookings, drive loyalty, and boost revenue.
- Utilize Social Media to Manage Reputation
Social media plays a critical role in ORM. Hotels can use social media to:
- Monitor reviews and feedback
- Respond to customer concerns and feedback
- Showcase exceptional service and amenities
- Build trust with potential guests
By utilizing social media effectively, hotels can manage their reputation, build trust, and drive growth.
- Use Review Analytics to Identify Trends and Areas for Improvement
Review analytics can help hotels identify trends and areas for improvement. By analyzing review data, hotels can:
- Identify areas for improvement
- Develop targeted marketing campaigns
- Improve service and amenities
- Increase customer satisfaction
By using review analytics effectively, hotels can drive growth and boost their online reputation.
- Leverage Employee Advocacy
Employee advocacy is a powerful tool in ORM. Hotels can leverage employee advocacy by:
- Encouraging employees to share positive reviews and experiences on social media
- Providing training on exceptional customer service
- Recognizing and rewarding employees for their contributions to the hotel’s online reputation
By leveraging employee advocacy, hotels can build trust with potential guests and drive growth.
- Utilize Customer Feedback to Improve Service
Customer feedback is a critical component of ORM. Hotels can use customer feedback to:
- Identify areas for improvement
- Develop targeted marketing campaigns
- Improve service and amenities
- Increase customer satisfaction
By utilizing customer feedback effectively, hotels can drive growth and boost their online reputation.
- Monitor and Respond to Online Mentions
Monitoring and responding to online mentions is critical in ORM. Hotels should monitor:
- Social media mentions
- Online articles and news stories
- Review sites and forums
- Guest feedback and reviews
By monitoring and responding to online mentions, hotels can build trust with potential guests, showcase exceptional service and amenities, and drive growth.
- Develop a Comprehensive ORM Strategy
A comprehensive ORM strategy involves monitoring reviews, responding professionally, and building trust. Hotels should develop a comprehensive ORM strategy that includes:
- Setting clear goals and objectives
- Identifying key performance indicators (KPIs)
- Developing targeted marketing campaigns
- Improving service and amenities
- Encouraging employee advocacy
By developing a comprehensive ORM strategy, hotels can drive growth, boost their online reputation, and increase customer satisfaction.
Conclusion
Effective ORM strategies are critical in the hotel and travel industry. By monitoring reviews, responding professionally, and building trust, hotels can strengthen their online presence and drive long-term growth. In this blog post, we’ve explored 10 effective ORM strategies to help hotels boost their reputation and drive growth. By implementing these strategies, hotels can increase bookings, drive loyalty, and boost revenue.
News Source: https://www.growthjockey.com/blogs/orm-strategies-for-hotels-and-travel
