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 post, we’ll explore the most effective ORM strategies to help hotels boost their reputation and drive growth.

Why ORM is Crucial for Hotels

In today’s digital age, online reviews have become a vital component of a hotel’s reputation. A single negative review can deter potential guests, while a positive review can attract new bookings. According to a survey by TripAdvisor, 85% of travelers trust online reviews as much as personal recommendations. Moreover, 72% of travelers are more likely to book a hotel with a higher rating.

ORM is not just about responding to negative reviews; it’s about crafting a positive online presence, building trust, and showcasing a hotel’s unique selling points. By implementing effective ORM strategies, hotels can:

• Increase booking rates and occupancy
• Boost brand reputation and credibility
• Enhance customer satisfaction and loyalty
• Drive long-term growth and revenue

ORM Strategies for Hotels

1. Monitor Online Reviews

The first step in effective ORM is monitoring online reviews across various platforms, including review websites, social media, and hotel websites. Hotels should set up alerts to notify them of new reviews, allowing them to respond promptly and professionally.

Tools like Google Alerts, TripAdvisor’s Hotel Review Tool, and Social Media Monitoring software can help hotels stay on top of online reviews.

2. Respond Professionally

Responding promptly and professionally to online reviews is crucial. Hotels should acknowledge both positive and negative reviews, addressing concerns and thanking guests for their feedback. This shows that the hotel values customer opinions and is committed to providing excellent service.

3. Build Trust

Building trust with guests is essential in ORM. Hotels can do this by:

• Providing accurate and consistent information across all online platforms
• Ensuring hotel websites and social media profiles are up-to-date and visually appealing
• Offering transparent pricing and policies
• Showcasing guest testimonials and reviews on hotel websites and social media

4. Encourage Guest Feedback

Encouraging guest feedback can help hotels identify areas for improvement and showcase positive experiences. Hotels can:

• Offer incentives for guests to leave reviews, such as discounts or loyalty program points
• Create a review station or comment box in the hotel lobby
• Share guest feedback on social media and hotel websites

5. Foster a Positive Online Presence

Fostering a positive online presence involves showcasing a hotel’s unique selling points, amenities, and services. Hotels can:

• Create engaging content, such as blog posts, videos, and social media posts, highlighting hotel features and services
• Utilize search engine optimization (SEO) techniques to improve hotel website visibility
• Leverage user-generated content (UGC) by sharing guest photos and reviews on hotel websites and social media

6. Manage and Resolve Issues

Effective ORM involves managing and resolving issues promptly and professionally. Hotels should:

• Establish a clear complaint resolution process
• Respond to guest complaints and concerns in a timely and empathetic manner
• Offer solutions and resolve issues to the guest’s satisfaction

Best Practices for ORM

1. Be Proactive: Monitor reviews and respond promptly to ensure guests feel heard and valued.
2. Be Consistent: Use a consistent tone and language across all online platforms.
3. Be Transparent: Provide accurate and transparent information about hotel policies and services.
4. Be Responsive: Respond to all reviews, positive or negative, to show that the hotel values customer feedback.
5. Be Patient: ORM is an ongoing process that requires patience and persistence.

Conclusion

Effective ORM strategies are crucial for hotels to boost reputation and drive growth. By monitoring reviews, responding professionally, building trust, encouraging guest feedback, fostering a positive online presence, and managing and resolving issues, hotels can strengthen their online presence and attract more bookings. Remember to be proactive, consistent, transparent, responsive, and patient in your ORM efforts. By implementing these strategies, hotels can drive long-term growth and revenue.

Source:

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