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 article, we’ll explore the importance of ORM for hotels, common challenges, and effective strategies to boost reputation and growth.

Why ORM Matters for Hotels

Online reviews have become an essential part of the hotel booking process. According to a survey by TripAdvisor, 86% of travelers trust online reviews as much as personal recommendations. Negative reviews can significantly harm a hotel’s reputation, while positive reviews can drive bookings and loyalty.

ORM helps hotels to:

1. Monitor and respond to reviews in a timely and professional manner, addressing guest concerns and showcasing excellent customer service.
2. Build trust with potential guests by showcasing a high-quality online presence.
3. Drive bookings and increase revenue through improved online reputation.
4. Identify areas for improvement and make data-driven decisions to enhance the guest experience.

Common ORM Challenges for Hotels

Despite the importance of ORM, many hotels face challenges in managing their online reputation. Some common challenges include:

1. Managing multiple review platforms: Hotels often have to manage reviews across multiple platforms, including TripAdvisor, Google, Yelp, and Facebook.
2. Limited resources: Small hotels or those with limited budgets may struggle to dedicate the necessary resources to ORM.
3. Responding to negative reviews: Dealing with negative reviews can be challenging, especially when dealing with upset guests.
4. Keeping up with online conversations: Hotels must stay on top of online conversations about their brand to respond promptly and professionally.

Effective ORM Strategies for Hotels

To overcome these challenges and boost reputation and growth, hotels can implement the following effective ORM strategies:

1. Monitor Reviews Across Multiple Platforms: Use a review tracking tool to monitor reviews across multiple platforms, ensuring that no review goes unnoticed.
2. Respond Professionally: Respond promptly and professionally to all reviews, whether positive or negative. Address guest concerns and showcase excellent customer service.
3. Build Trust: Showcase a high-quality online presence by highlighting positive reviews, awards, and certifications.
4. Improve the Guest Experience: Use review data to identify areas for improvement and make data-driven decisions to enhance the guest experience.
5. Encourage Guest Feedback: Encourage guests to provide feedback through surveys, comment cards, or other means, helping to identify areas for improvement and build trust.
6. Foster a Positive Online Community: Encourage guests to share their positive experiences online, fostering a positive online community and driving bookings.
7. Utilize ORM Software: Leverage ORM software to streamline review tracking, responding, and reporting, freeing up staff to focus on other tasks.

Best Practices for Responding to Reviews

When responding to reviews, hotels should follow best practices to ensure professional and effective communication:

1. Respond Promptly: Respond to reviews within 24 hours to show that you value guest feedback.
2. Be Honest and Transparent: Be honest and transparent in your responses, addressing guest concerns and apologizing for any mistakes.
3. Keep it Professional: Keep responses professional and respectful, avoiding defensive or aggressive language.
4. Follow Up: Follow up with guests to ensure that their concerns are resolved and that they have a positive experience.

Conclusion

Effective ORM strategies are crucial for hotels to boost reputation and growth. By monitoring reviews, responding professionally, and building trust, hotels can drive bookings and increase revenue. By implementing the strategies outlined in this article, hotels can overcome common challenges and build a strong online presence that drives long-term growth.

Source:

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