Today, the hospitality division relies heavily on digital marketing. Gone are the days where billboards and television ads made hotels and restaurants a premium product. With social media and digital marketing, even small hotels enjoy a wider reach in the market and can attract people easily.
Being a service industry, ORM services can be seen as a way to promote the status of an establishment about their services. Following are some ways to improve the online reputation of hotels and portray a visible presence in the market.
Claim your business listing
To improve the reputation of an establishment, hotels must claim their business listing to have a control over the content posted by guests and other sources. Customer feedback can help one assess the shortcoming in services and provides a scope to improve them. And positive content about improvement in services makes it possible for business owners to promote a confident image about their establishment. Additionally, such establishments with hotel reputation management tend to show up on a higher ranking on search engines.
The visual appeal of a hotel lies in posting recent, up-to-date pictures about one’s establishment that tastefully describes the experience a customer can have. People unfamiliar with the brand rely on visual medium to access the facilities provided by a particular hotel. ORM services can enhance this appeal to a great extent by promoting it widely on the digital media.
Be available in all channels
Bookings are made mostly via the internet today. Hence, hotel reputation management must be able to track and monitor real time feedback on booking decisions by customers. Engaging in online chats for answering queries gives the feel of a well looked-after and responsive customer care for visitors and in turn, provides a greater market response.
Respond to online reviews
Responding to an online feed from guests and visitors by hotels is required and if possible from someone in authority. It makes visitors feel that their views and opinions are heard and answering their questions can bring in some amount of trust from new customers. It is an observed fact that with higher response rate, there is always a higher engagement from the customer’s side.
Use Social Media
Online reputation management services promote hotels extensively on social media sites. Regular posting of events, offers, new dishes introduced, etc. can come in handy for people looking for suggestions online. Also, it gives a scope to promote business by mean of ‘word-of-mouth’ which has a far reaching impact than traditional marketing.
Apart from the above, specific review and feedback section, NPS survey, use of data analytics, etc. can be employed as a part of ORM services to attain good brand recognition.