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. 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. In this post, we will explore the most effective ORM strategies for hotels and travel companies to boost their reputation and drive growth.

Why ORM is Important for Hotels

In the digital age, online reviews have become the primary way for travelers to research and book hotels. A single negative review can deter potential guests, while a positive review can drive bookings and increase revenue. According to a study by TripAdvisor, 85% of travelers trust online reviews as much as personal recommendations. This highlights the importance of ORM for hotels, as it allows them to build trust with potential guests and maintain a positive online reputation.

Effective ORM Strategies for Hotels

1. Monitor Online Reviews

The first step in effective ORM is to monitor online reviews. This involves tracking reviews on various platforms, including hotel review websites, social media, and online travel agencies (OTAs). Hotels can use tools like Google Alerts, Brandwatch, or ReviewTrackers to monitor reviews and receive notifications when new reviews are posted.

2. Respond to Reviews Professionally

Responding to reviews is crucial in ORM. Hotels should respond to both positive and negative reviews in a professional and timely manner. This shows guests that the hotel values their feedback and is committed to providing excellent service. Positive reviews can be acknowledged with a simple “thank you” message, while negative reviews require a more detailed response to address the guest’s concerns.

3. Use Social Media to Build Trust

Social media is a powerful tool for hotels to build trust with potential guests. By sharing engaging content, responding to questions and comments, and sharing behind-the-scenes stories, hotels can build a strong online presence and establish themselves as experts in the industry. Social media can also be used to share positive reviews and testimonials from satisfied guests.

4. Encourage Guest Feedback

Encouraging guest feedback is essential in ORM. Hotels can do this by providing a feedback form or survey at check-in, or by asking guests to share their experiences on social media. This feedback can be used to identify areas for improvement and make necessary changes to enhance the guest experience.

5. Use Online Reputation Management Software

Online reputation management software can help hotels monitor and manage their online reputation more efficiently. These software solutions can track reviews across multiple platforms, provide alerts for new reviews, and offer tools to respond to reviews and manage online reputation.

6. Train Staff to Handle Negative Reviews

Negative reviews can be damaging to a hotel’s reputation, but they can also be an opportunity to show excellent customer service. Hotels should train staff to handle negative reviews professionally and efficiently, by listening to the guest’s concerns, apologizing for any mistakes, and offering solutions to resolve the issue.

7. Offer Incentives for Positive Reviews

Encouraging guests to leave positive reviews can be a powerful way to boost a hotel’s reputation. Hotels can offer incentives, such as discounts or free upgrades, to guests who leave positive reviews or share their experiences on social media.

8. Monitor Competitors’ Online Reputation

Monitoring competitors’ online reputation is crucial in ORM. Hotels can use tools like Ahrefs or SEMrush to track competitors’ reviews and identify areas for improvement. This can help hotels stay ahead of the competition and maintain a positive online reputation.

9. Use Content Marketing to Build Trust

Content marketing is a powerful way to build trust with potential guests. Hotels can create engaging content, such as blog posts, videos, or infographics, that provide valuable information and insights about the hotel and the surrounding area. This can help build trust and establish the hotel as a thought leader in the industry.

10. Monitor Online Reputation Regularly

Monitoring online reputation regularly is crucial in ORM. Hotels should set aside time each week to monitor reviews, respond to feedback, and make necessary changes to enhance the guest experience. This can help hotels stay on top of their online reputation and maintain a positive online presence.

Conclusion

In conclusion, ORM is a crucial aspect of hotel marketing, as it allows hotels to build trust with potential guests, manage feedback, and maintain a positive online reputation. By implementing effective ORM strategies, hotels can drive long-term growth and increase revenue. Remember to monitor online reviews, respond to feedback professionally, use social media to build trust, and monitor competitors’ online reputation. With the right strategies in place, hotels can maintain a strong online presence and attract more bookings.

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