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 today’s digital age, hoteliers must pay attention to their online reputation to stay competitive and attract new customers. A positive online reputation can lead to increased bookings, improved customer satisfaction, and ultimately, business growth. On the other hand, a negative online reputation can damage the hotel’s reputation, drive away customers, and affect its bottom line.
In this blog post, we will explore effective ORM strategies that hotels can use to boost their reputation and drive growth.
Monitor Reviews and Feedback
The first step in effective ORM is to monitor reviews and feedback from customers. This involves tracking online reviews on various platforms such as Google, Yelp, TripAdvisor, and Facebook. Hotels can use review management software to streamline the process and receive notifications whenever a new review is posted.
Monitoring reviews helps hotels to:
- Identify areas of improvement
- Respond promptly to customer feedback
- Address complaints and resolve issues
- Showcase positive reviews and testimonials
Respond Professionally
Responding promptly and professionally to customer feedback is crucial in ORM. Hotels should train their staff to respond to reviews, both positive and negative, in a timely and courteous manner. A prompt response shows that the hotel values customer feedback and is committed to providing excellent service.
When responding to negative reviews, hotels should:
- Apologize for any inconvenience or disappointment caused
- Offer a solution or compromise to resolve the issue
- Provide a clear statement of what was done to resolve the issue
Build Trust and Loyalty
Building trust and loyalty with customers is essential in ORM. Hotels can build trust by:
- Providing excellent customer service
- Responding promptly to customer feedback
- Offering loyalty programs and rewards
- Engaging with customers on social media
By building trust and loyalty, hotels can encourage customers to leave positive reviews and recommend the hotel to others.
Use Social Media Effectively
Social media is a powerful tool in ORM. Hotels can use social media to:
- Share positive reviews and testimonials
- Engage with customers and respond to feedback
- Share updates and news about the hotel
- Offer exclusive promotions and discounts
Social media can help hotels to build a strong online presence and increase brand awareness.
Use Review Management Software
Review management software can help hotels to streamline the ORM process and save time. These software platforms can help hotels to:
- Monitor reviews across multiple platforms
- Respond to reviews promptly and professionally
- Analyze review data to identify trends and areas for improvement
- Showcase positive reviews and testimonials
Some popular review management software platforms include ReviewTrackers, Reputation.com, and Yotpo.
Use Online Reputation Management Agencies
For hotels that do not have the resources or expertise to manage their online reputation in-house, online reputation management agencies can be a viable option. These agencies specialize in ORM and can help hotels to:
- Monitor reviews and feedback
- Respond professionally to customer feedback
- Build trust and loyalty with customers
- Improve online reputation and drive growth
Conclusion
Effective ORM strategies are crucial for hotels to boost their reputation and drive growth. By monitoring reviews, responding professionally, building trust and loyalty, using social media effectively, and using review management software or online reputation management agencies, hotels can strengthen their online presence and attract new customers.
In today’s digital age, online reputation management is no longer a luxury, but a necessity for hotels to succeed in the competitive hospitality industry. By implementing effective ORM strategies, hotels can improve their online reputation, drive growth, and increase customer satisfaction.
Source:
https://www.growthjockey.com/blogs/orm-strategies-for-hotels-and-travel
