Today, when a customer wants to find a hotel, they will often search for options online, using a search engine like Google, or Bing. Indeed, Google’s search engine is a particularly useful tool for this purpose, because in many cases it will also display reviews, room rates, availability and location information as well. For hotel owners, it pays for their hotel’s website and any associated online content to be as visible as possible when people search for terms related to it.
Reputation Management touches the hotel property as a whole and needs to be the responsibility of every department. ORM should go hand in hand with Revenue Management. Your hotel reputation should also guide you to use reviews to influence your decision-making process and effect change where required.
Promoters are the hotel’s biggest assets, and getting guests to become the promoters should be a key objective of the hotel’s marketing strategy. Having said that, it is extremely important to take the detractors and their opinion seriously. The best way to go ensure that your guests turn into your promoters is not just meeting expectations, but exceeding them.
ORM is a combination of Social Media, Localization and Mobile App and very important for successful Online Reputation Management Plan. This explains why vendors are promoting the mobile ORM application as part of a hotel’s overall plan due to the significant benefits it can bring to their hotel’s reputation and revenue.
In a digital world, not only every visitor to your hotel is a potential critic, they also have the power to reach a wide audience, and their views can have a significant impact upon your revenue. It is for this reason that the concept of managing online reviews has emerged as such an important part of any hotel reputation management strategy.
It is important for the hospitality industry to take note of the challenges in online reputation management that many hoteliers face during implementation, in order to enhance the guest experience, achieve overall operational excellence and drive more revenues.
Online Reputation Management is crucial for hotels! According to a survey, 93% of prospect travelers refer online reviews when booking a hotel. Furthermore, 53% of travelers would not book a hotel that does not have online reviews. Read more to learn how to build Online Reputation.
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Think of a time when you want to buy something that you have been wanting for a long time. Did you do enough research and due diligence? Now that you are nodding your head in agreement, think about the sources of your research; friends & family and internet would be the top two go to…