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’ll explore the importance of ORM for hotels and share effective strategies to boost hotel reputation and growth.

Why ORM is crucial for hotels

In today’s digital age, online reviews are the new word-of-mouth. A single negative review can harm a hotel’s reputation, while a plethora of positive reviews can drive bookings and growth. Here are some reasons why ORM is crucial for hotels:

• 81% of travelers read reviews before booking, making reviews a critical factor in decision-making.
• Negative reviews can harm a hotel’s reputation, leading to lost bookings and revenue.
• Positive reviews can drive bookings, increase customer loyalty, and improve online reputation.
• ORM helps hotels monitor and respond to online feedback, building trust with customers and potential guests.

Effective ORM strategies for hotels

To boost hotel reputation and growth, hotels must implement effective ORM strategies. Here are some strategies to consider:

1. Monitor reviews across multiple platforms

Hotels should monitor reviews on multiple platforms, including:

• Review websites like TripAdvisor, Yelp, and Google My Business
• Social media platforms like Facebook, Twitter, and Instagram
• Hotel-specific review platforms like Booking.com and Expedia

This helps hotels stay on top of feedback and respond promptly to both positive and negative reviews.

2. Respond professionally to reviews

Hotels should respond professionally to both positive and negative reviews. Here are some tips:

• Respond promptly: Hotels should respond to reviews within 24-48 hours.
• Be empathetic: Hotels should apologize and acknowledge negative reviews.
• Solve issues: Hotels should offer solutions to resolve issues and improve the customer experience.
• Thank customers: Hotels should thank customers for their positive reviews and feedback.

3. Leverage user-generated content

Hotels can leverage user-generated content (UGC) to build trust and improve online reputation. Here are some ways to do so:

• Encourage guests to share their experiences on social media using a branded hashtag.
• Share UGC on hotel websites and social media channels.
• Use UGC in marketing campaigns and promotions.

4. Implement a CRM system

Hotels can implement a customer relationship management (CRM) system to stay organized and track customer interactions. A CRM system helps hotels:

• Track customer interactions and feedback
• Identify customer preferences and needs
• Offer personalized services and promotions

5. Train staff to handle customer feedback

Hotels should train staff to handle customer feedback effectively. Here are some tips:

• Train staff to respond professionally to customer feedback.
• Encourage staff to empathize with customers and offer solutions.
• Provide staff with a clear understanding of hotel policies and procedures.

6. Analyze and adjust

Hotels should analyze and adjust their ORM strategy regularly. Here are some tips:

• Monitor review trends and adjust marketing campaigns accordingly.
• Analyze customer feedback and adjust hotel services and amenities.
• Adjust ORM strategy based on changes in the hotel industry and market trends.

Benefits of effective ORM strategies

Effective ORM strategies can bring numerous benefits to hotels, including:

• Improved online reputation: Hotels can build trust and credibility with customers and potential guests.
• Increased bookings: Positive reviews and feedback can drive bookings and revenue.
• Improved customer loyalty: Hotels can build strong relationships with customers and increase loyalty.
• Competitive advantage: Hotels can differentiate themselves from competitors by providing exceptional customer service and building a strong online reputation.

Conclusion

In conclusion, ORM is crucial for hotels to boost reputation and growth. By implementing effective ORM strategies, hotels can monitor reviews, respond professionally, and build trust with customers. Hotels can leverage user-generated content, implement a CRM system, train staff to handle customer feedback, and analyze and adjust their ORM strategy regularly. By following these strategies, hotels can improve online reputation, increase bookings, and drive long-term growth.

News Source:

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