Effective ORM strategies to boosting hotel reputation & growth

Effective ORM Strategies to Boosting Hotel Reputation & Growth

In the hotel and travel industry, online reviews play a vital role in shaping brand reputation and influencing bookings. With a staggering 81% of travelers reading reviews before booking, managing feedback is crucial for hotels to maintain a positive image and drive growth. 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 in the hotel industry and provide actionable tips to strengthen your online presence and drive long-term growth.

Why Online Reputation Matters in the Hotel Industry

In today’s digital age, online reviews have become a primary factor in shaping the reputation of hotels. With the rise of social media and review platforms, customers have more power than ever to share their experiences with others. A single negative review can deter potential guests from booking, while a string of positive reviews can attract new customers and increase bookings.

According to a survey by BrightLocal, 85% of customers trust online reviews as much as personal recommendations. This means that hotels must prioritize ORM to ensure that their online presence accurately reflects their brand’s values and services.

The Importance of ORM in Hotel Reputation Management

ORM is essential for hotels to manage their online reputation effectively. By implementing a comprehensive ORM strategy, hotels can:

1. Monitor reviews and feedback: Hotels can track reviews and feedback from various platforms, including Google My Business, TripAdvisor, and Booking.com, to identify areas of improvement.
2. Respond professionally: Hotels can respond promptly and professionally to negative reviews, addressing customer concerns and resolving issues.
3. Build trust: Hotels can build trust with customers by showcasing their commitment to quality and customer service through their online presence.

Effective ORM Strategies for Hotels

To boost hotel reputation and growth, hotels can implement the following ORM strategies:

1. Monitor Reviews: Hotels should regularly monitor reviews on various platforms, including Google My Business, TripAdvisor, and Booking.com. This helps identify areas of improvement and potential issues.
2. Respond Promptly: Hotels should respond promptly to negative reviews, addressing customer concerns and resolving issues. This helps show that the hotel values customer feedback and is committed to providing excellent service.
3. Build Trust: Hotels can build trust with customers by showcasing their commitment to quality and customer service through their online presence. This can be achieved by highlighting excellent reviews, showcasing customer testimonials, and sharing behind-the-scenes content.
4. Proactively Address Issues: Hotels can proactively address issues by addressing concerns before they become negative reviews. This can be achieved by regularly checking in with guests, addressing complaints promptly, and providing excellent customer service.
5. Leverage Social Media: Hotels can leverage social media to build trust and engage with customers. This can be achieved by sharing behind-the-scenes content, responding to comments and messages, and showcasing customer testimonials.

Implementing Effective ORM Strategies

To implement effective ORM strategies, hotels can follow these steps:

1. Assign a Dedicated ORM Team: Hotels should assign a dedicated team to manage ORM, ensuring that reviews are monitored and responded to promptly.
2. Set Up Review Tracking Tools: Hotels can set up review tracking tools, such as Google Alerts and ReviewTrackers, to monitor reviews across various platforms.
3. Develop a Response Plan: Hotels should develop a response plan to address negative reviews, ensuring that responses are prompt, professional, and address customer concerns.
4. Integrate ORM with Customer Service: Hotels should integrate ORM with customer service, ensuring that customer feedback is shared across departments and addressed promptly.

Conclusion

In conclusion, ORM is a critical aspect of hotel reputation management. By implementing effective ORM strategies, hotels can monitor reviews, respond professionally, and build trust with customers. By prioritizing ORM, hotels can strengthen their online presence and drive long-term growth. Remember to assign a dedicated ORM team, set up review tracking tools, develop a response plan, and integrate ORM with customer service to achieve success.

Source:

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