Effective ORM strategies to boosting hotel reputation & growth

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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, hotel reputation is built on the foundation of online reviews. A single negative review can deter potential guests, while a plethora of positive reviews can attract more bookings. Hoteliers must recognize the importance of ORM and implement strategies to manage their online reputation. In this blog post, we’ll explore effective ORM strategies to boost hotel reputation and growth.

Why ORM is crucial for hotels

Increased bookings: Positive reviews drive bookings. According to a survey by BrightLocal, 85% of consumers trust online reviews as much as personal recommendations.
Improved brand reputation: A strong online reputation enhances brand credibility, making it easier to attract new customers and increase customer loyalty.
Compliance with industry standards: Hotels must comply with industry standards and regulations, such as the Hotel and Restaurant Association’s (HRA) Code of Practice for Online Reviews.
Competitive advantage: Hotels with a strong online reputation stand out from the competition, making it easier to attract high-quality bookings.

Effective ORM strategies for hotels

Monitor reviews across platforms: Track reviews on multiple platforms, including Google My Business, TripAdvisor, Yelp, and Facebook. Use tools like ReviewTrackers or Reputation.com to streamline the process.
Respond promptly and professionally: Respond to both positive and negative reviews within 24 hours. Use a professional tone and address customer concerns promptly.
Resolve issues promptly: Address customer complaints and issues promptly to prevent escalation. Use a customer service platform like Freshdesk or Zendesk to manage customer support.
Encourage customer feedback: Encourage customers to provide feedback through surveys, comment cards, or online review forms.
Foster a positive online community: Encourage customers to share their positive experiences on social media and review platforms.
Identify and respond to fake reviews: Identify fake reviews and respond professionally to maintain a positive reputation.
Implement a review management strategy: Develop a comprehensive review management strategy that includes monitoring, responding, and resolving issues.
Use analytics to track performance: Use analytics tools to track review performance, identify areas for improvement, and measure the effectiveness of ORM strategies.

Best practices for responding to online reviews

Acknowledge and apologize: Acknowledge customer concerns and apologize for any inconvenience caused.
Provide a solution: Offer a solution or compromise to resolve the issue.
Follow up: Follow up with customers to ensure the issue is resolved to their satisfaction.
Keep responses concise and professional: Keep responses concise, professional, and free of jargon.

Tools and software for ORM

ReviewTrackers: A review management platform that monitors reviews across multiple platforms.
Reputation.com: A reputation management platform that provides insights and strategies to improve online reputation.
Freshdesk: A customer service platform that helps manage customer support and resolve issues promptly.
Zendesk: A customer service platform that provides a comprehensive view of customer support and feedback.

Conclusion

Effective ORM strategies are crucial for hotels to boost reputation and growth. By monitoring reviews, responding professionally, and building trust, hotels can strengthen their online presence and drive long-term growth. Remember to: