Effective ORM strategies to boosting hotel reputation & growth

Effective ORM Strategies to Boosting Hotel Reputation & Growth

In the hotel and travel industry, online reviews shape brand reputation and influence bookings. A staggering 81% of travelers read reviews before booking, making managing feedback crucial for hotels. Effective Online Reputation Management (ORM) strategies involve monitoring reviews, responding professionally, and building trust. By implementing these strategies, hotels can strengthen their online presence and drive long-term growth.

Why ORM Matters for Hotels

In the competitive hotel industry, reputation is everything. A single negative review can deter potential customers, while a positive review can attract repeat business. Online reviews have become the primary source of information for travelers, with 85% of travelers rating online reviews as trustworthy as personal recommendations. Moreover, 70% of travelers say that a hotel’s reputation is the most important factor when choosing a hotel.

Monitoring Reviews

The first step in effective ORM is to monitor reviews. Hotels must be aware of what’s being said about them online to respond promptly and professionally. This involves:

1. Setting up Google Alerts for the hotel’s name, keywords, and location.
2. Monitoring review sites such as TripAdvisor, Yelp, and Google My Business.
3. Using social media listening tools to track mentions of the hotel on social media platforms.

Responding Professionally

Responding to reviews is crucial to maintaining a positive reputation. Hotels should:

1. Respond to both positive and negative reviews, thanking customers for their feedback.
2. Address negative reviews promptly, apologizing and offering solutions.
3. Encourage customers to leave reviews by providing incentives, such as discounts or loyalty rewards.

Building Trust

Building trust with customers is essential to boosting hotel reputation and growth. Hotels can build trust by:

1. Providing accurate and up-to-date information on their website.
2. Offering transparent pricing and policies.
3. Ensuring a consistent brand voice and tone across all online platforms.

Additional ORM Strategies for Hotels

In addition to monitoring, responding, and building trust, hotels can implement the following ORM strategies:

1. Claim and optimize Google My Business listing, ensuring accurate hours, address, and contact information.
2. Encourage staff to share positive experiences on social media, increasing engagement and reputation.
3. Utilize guest feedback to identify areas for improvement and implement changes.
4. Offer loyalty programs and rewards to loyal customers, encouraging repeat business and positive reviews.
5. Partner with influencers and bloggers, leveraging their audiences to promote the hotel.
6. Utilize ORM software, such as Hootsuite or Sprout Social, to streamline review monitoring and response.

Measuring ORM Success

To measure the success of ORM strategies, hotels can track:

1. Review volume and sentiment.
2. Response rate and response time.
3. Star ratings and review scores.
4. Bookings and revenue growth.
5. Social media engagement and sentiment.

Conclusion

Effective ORM strategies are crucial for hotels to boost reputation and drive long-term growth. By monitoring reviews, responding professionally, and building trust, hotels can strengthen their online presence and attract more bookings. Remember to track ORM success and adjust strategies accordingly to ensure maximum impact.

News Source:
https://www.growthjockey.com/blogs/orm-strategies-for-hotels-and-travel