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 today’s digital age, reviews are the new word-of-mouth. They play a significant role in shaping a hotel’s reputation, and hotels must be proactive in managing their online presence. A single negative review can deter potential guests, while a positive review can attract new customers. Hotels must focus on building a strong online reputation to stay ahead of the competition.

Why ORM is Essential for Hotels

ORM is essential for hotels because it helps to:

1. Monitor and manage online reviews: Hotels can track reviews on various platforms, including Google My Business, TripAdvisor, and Facebook.
2. Respond to customer feedback: Hotels can respond promptly to both positive and negative reviews, showing customers that they value their feedback.
3. Build trust: By responding to reviews and addressing concerns, hotels can establish trust with potential guests.
4. Improve customer service: Hotels can use feedback to identify areas for improvement and make necessary changes to enhance the customer experience.

Effective ORM Strategies for Hotels

1. Monitor Reviews Across Multiple Platforms

Hotels must monitor reviews across multiple platforms, including:

• Google My Business: Google My Business allows hotels to manage their online presence and respond to reviews.
• TripAdvisor: TripAdvisor is one of the most popular review platforms, and hotels must monitor reviews to respond to customer feedback.
• Facebook: Hotels can monitor reviews on their Facebook page and respond to customer feedback.

2. Respond to Customer Feedback

Hotels must respond to customer feedback, both positive and negative. Responding to reviews shows customers that hotels value their feedback and are committed to providing excellent customer service.

• Respond to negative reviews: Hotels should respond promptly to negative reviews, apologizing for any inconvenience and offering solutions to resolve the issue.
• Respond to positive reviews: Hotels should respond to positive reviews, thanking customers for their feedback and inviting them to return.

3. Build Trust

Hotels can build trust with customers by:

• Responding promptly to reviews: Hotels should respond to reviews within 24 hours to show customers that they value their feedback.
• Providing excellent customer service: Hotels can build trust by providing excellent customer service, including addressing customer concerns and resolving issues promptly.
• Offering loyalty programs: Hotels can build trust by offering loyalty programs, which reward repeat customers and encourage loyalty.

4. Improve Customer Service

Hotels can improve customer service by:

• Conducting regular surveys: Hotels can conduct regular surveys to gather feedback and identify areas for improvement.
• Implementing changes: Hotels can implement changes based on customer feedback, including addressing concerns and improving the customer experience.
• Providing training: Hotels can provide training to staff to ensure that they are equipped to handle customer feedback and provide excellent customer service.

5. Leverage User-Generated Content

Hotels can leverage user-generated content (UGC) by:

• Encouraging customers to share their experiences: Hotels can encourage customers to share their experiences on social media and review platforms.
• Sharing UGC on social media: Hotels can share UGC on social media to build trust and showcase their brand.
• Creating a UGC campaign: Hotels can create a UGC campaign to encourage customers to share their experiences and showcase their brand.

6. Manage Negative Reviews

Hotels must manage negative reviews by:

• Responding promptly: Hotels should respond promptly to negative reviews to show customers that they value their feedback.
• Apologizing: Hotels should apologize for any inconvenience caused and offer solutions to resolve the issue.
• Offering a solution: Hotels should offer a solution to resolve the issue and prevent it from happening in the future.

7. Measure and Analyze Feedback

Hotels must measure and analyze feedback to:

• Identify trends: Hotels can identify trends in customer feedback to understand what guests like and dislike.
• Identify areas for improvement: Hotels can identify areas for improvement based on customer feedback and implement changes.
• Improve customer service: Hotels can use feedback to improve customer service and provide a better experience for guests.

Conclusion

Effective ORM strategies are essential for hotels to boost reputation and growth. By monitoring reviews, responding to customer feedback, building trust, improving customer service, leveraging user-generated content, managing negative reviews, and measuring and analyzing feedback, hotels can strengthen their online presence and drive long-term growth. Hotels must be proactive in managing their online presence and focus on building a strong reputation to stay ahead of the competition.

News Source:

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