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 blog post, we will explore the most effective ORM strategies to help hotels boost their reputation and growth.

1. Monitor Reviews across Multiple Platforms

Hotels must monitor reviews on multiple platforms, including hotel-specific review sites, social media, and online travel agencies (OTAs). This involves setting up alerts for new reviews, tracking sentiment, and identifying areas for improvement. By monitoring reviews, hotels can:

• Identify trends and patterns in guest feedback
• Respond promptly to both positive and negative reviews
• Improve services and amenities to increase guest satisfaction

Tools like Reputation Manager, ReviewTrackers, and Medallia can help hotels monitor reviews across multiple platforms.

2. Respond Professionally to Reviews

Responding to reviews is crucial for building trust and showing that hotels value guest feedback. Here are some tips for responding professionally:

• Respond promptly to both positive and negative reviews
• Apologize for mistakes and offer solutions
• Show appreciation for positive reviews
• Keep responses concise and professional

Hotels can also use response templates to streamline the process and ensure consistency.

3. Build Trust through Transparency

Transparency is key to building trust with guests. Hotels can build trust by:

• Providing clear policies and procedures
• Being honest about amenities and services
• Offering transparent communication throughout the booking process
• Sharing behind-the-scenes content on social media

By being transparent, hotels can build trust with guests and increase the likelihood of positive reviews.

4. Encourage Guests to Leave Reviews

Encouraging guests to leave reviews can help hotels increase their online presence and drive growth. Here are some tips for encouraging guests to leave reviews:

• Send post-stay surveys or emails asking guests to review their stay
• Offer incentives, such as discounts or free upgrades, for leaving reviews
• Provide a simple process for leaving reviews on multiple platforms
• Share positive reviews on social media to encourage more guests to leave reviews

5. Leverage User-Generated Content

User-generated content (UGC) can help hotels build trust and increase bookings. Here are some tips for leveraging UGC:

• Encourage guests to share photos and reviews on social media
• Use UGC in marketing campaigns and advertisements
• Share UGC on the hotel’s website and social media channels
• Encourage guests to share their experiences with friends and family

By leveraging UGC, hotels can build trust and increase bookings.

6. Respond to Negative Reviews

Responding to negative reviews is crucial for building trust and showing that hotels value guest feedback. Here are some tips for responding to negative reviews:

• Apologize for mistakes and offer solutions
• Show empathy and understanding for the guest’s frustration
• Keep responses concise and professional
• Offer incentives, such as discounts or free upgrades, for future stays

By responding to negative reviews, hotels can turn a negative experience into a positive one.

7. Monitor and Improve Services

Monitoring and improving services is crucial for building trust and increasing guest satisfaction. Here are some tips for monitoring and improving services:

• Conduct regular surveys and feedback sessions
• Monitor guest feedback and social media reviews
• Identify areas for improvement and implement changes
• Provide training for staff to improve service standards

By monitoring and improving services, hotels can increase guest satisfaction and drive long-term growth.

8. Use Social Media to Build Trust

Social media can be a powerful tool for building trust and increasing bookings. Here are some tips for using social media to build trust:

• Share behind-the-scenes content to show the human side of the hotel
• Share guest testimonials and reviews
• Respond promptly to social media messages and reviews
• Share updates and promotions to keep guests informed

By using social media to build trust, hotels can increase bookings and drive long-term growth.

Conclusion

Effective ORM strategies are crucial for hotels to boost their reputation and growth. By monitoring reviews, responding professionally, building trust, encouraging guests to leave reviews, leveraging user-generated content, responding to negative reviews, monitoring and improving services, and using social media to build trust, hotels can strengthen their online presence and drive long-term growth.

By implementing these strategies, hotels can increase bookings, drive revenue, and build a strong reputation in the industry.

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