Effective ORM strategies to boosting hotel reputation & growth

Effective ORM Strategies to Boosting Hotel Reputation & Growth

In the hotel and travel industry, online reviews have become a crucial factor in shaping brand reputation and influencing bookings. With a staggering 81% of travelers reading reviews before booking, managing feedback is not just a nice-to-have but a must-have strategy for hotels looking to thrive in today’s competitive market. Effective Online Reputation Management (ORM) strategies involve monitoring reviews, responding professionally, and building trust with customers. In this blog post, we’ll explore the importance of ORM for hotels and provide actionable tips on how to strengthen their online presence and drive long-term growth.

Why ORM is crucial for hotels

In today’s digital age, online reviews have become a powerful tool for travelers to share their experiences and opinions about hotels. Positive reviews can attract more bookings, while negative reviews can drive customers away. According to a study by TripAdvisor, 91% of travelers trust online reviews as much as personal recommendations from friends and family. Additionally, 85% of travelers say that online reviews influence their booking decisions.

On the other hand, a single negative review can have a significant impact on a hotel’s reputation. A study by BrightLocal found that 86% of consumers read online reviews for local businesses, including hotels. Moreover, 70% of consumers say that a positive review makes them trust a business more, while 60% say that a negative review makes them trust a business less.

Effective ORM strategies for hotels

To manage online reviews effectively, hotels need to implement a robust ORM strategy. Here are some effective ORM strategies for hotels:

1. Monitor online reviews: Hotels should regularly monitor online reviews on various platforms such as TripAdvisor, Yelp, Google Reviews, and Facebook Reviews. This involves setting up alerts for new reviews, tracking review sentiment, and identifying patterns and trends.
2. Respond promptly to reviews: Hotels should respond promptly to both positive and negative reviews. A prompt response shows that the hotel values customer feedback and is committed to providing excellent customer service.
3. Respond professionally: When responding to negative reviews, hotels should remain professional, apologetic, and solution-focused. This involves acknowledging the customer’s concerns, offering a solution or apology, and inviting them to contact the hotel directly to resolve the issue.
4. Focus on building trust: Hotels should focus on building trust with customers by showcasing their commitment to customer service, quality, and value. This involves highlighting positive reviews, sharing customer testimonials, and showcasing awards and recognition.
5. Encourage customer reviews: Hotels should encourage customers to leave reviews by providing incentives such as discounts or free upgrades. This involves sending review requests via email or SMS, promoting review sharing on social media, and offering loyalty rewards for customers who leave reviews.
6. Use ORM tools: Hotels can use ORM tools such as review management software, social media monitoring tools, and reputation management platforms to streamline their review management process.
7. Train staff: Hotels should train their staff to respond to reviews professionally and consistently. This involves providing training on customer service, communication skills, and ORM best practices.

Benefits of effective ORM for hotels

Effective ORM can bring numerous benefits to hotels, including:

1. Improved online reputation: By monitoring and responding to reviews, hotels can improve their online reputation and increase trust with potential customers.
2. Increased bookings: Positive reviews can attract more bookings and increase hotel occupancy rates.
3. Increased customer loyalty: By providing excellent customer service and responding to customer concerns, hotels can increase customer loyalty and retention.
4. Improved customer satisfaction: Effective ORM can help hotels identify areas for improvement and make data-driven decisions to enhance the customer experience.
5. Competitive advantage: Hotels that prioritize ORM can differentiate themselves from competitors and establish a reputation for excellence.

Conclusion

In conclusion, effective ORM is crucial for hotels looking to boost their reputation and drive long-term growth. By monitoring online reviews, responding professionally, and building trust with customers, hotels can improve their online reputation, increase bookings, and increase customer loyalty. By implementing a robust ORM strategy, hotels can establish a competitive advantage and thrive in today’s competitive market.

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