How to understand the IRO

In this article we will show you the importance of IRO and how it can help you improve your hotel's reputation and revenue.

Understanding IRO, to maximize the success of your hotel.

 

In today's digital age, online reviews have become crucial to the success of any hotel. Potential guests rely on reviews from other travelers to make informed decisions about where to stay. As a hotelier, it is essential to understand and manage three key dimensions in this online universe: the number of reviews, the rating of reviews and the feedback given to guests.

These 3 elements are what make up the IRO online reputation index, and today we want to show you why they are so important and how they can help you improve your hotel's reputation and revenue.

 

1. The number of Reviews: Building trust and visibility.

• Why is quantity important?

  

The number of reviews your hotel receives can significantly influence the perception of potential guests. A high number of reviews indicates that many people have had experiences at your hotel, which builds trust.

In addition, the algorithms of OTAs (Online Travel Agencies) and search engines such as Google tend to favor hotels with more reviews, improving your online visibility.

 

• Strategies to increase the number of reviews.

To increase the number of reviews, you can implement several strategies:

1. Incentivize guests: Offer incentives such as discounts on future stays or free services to guests who leave a review.
2. Facilitate the process: Send post-stay emails with direct links to leave reviews or use QR codes in the hotel that take guests to one of the open review collection channels such as Google.
3. Loyalty programs: Incorporate review requests into your loyalty programs to encourage repeat guests to share their experiences.

 

2. Rating Reviews: Reflecting quality and value.

• Impact of ratings.

  

High ratings not only increase the confidence of prospective guests, but also have a direct impact on occupancy and revenue. Hotels with higher ratings tend to attract more bookings, as guests are willing to pay more for a guaranteed quality experience.

• How to improve scores.

To improve your ratings, focus on the following aspects:

1. Excellence in customer service: Train your staff to provide exceptional service at all times.
2. Infrastructure and amenity improvements: Make sure your hotel's facilities are in top condition and offer amenities that exceed guest expectations.
3. Listen and act on feedback: Use reviews to identify areas for improvement and make changes based on guest suggestions.
4. Leverage technology tools: Do not lose sight of any management or action, it is important to keep everything documented and keep a history of the action plans developed with your team to achieve continuous improvement.

 

3. Response to Reviews (Coverage): Showing Attention and Commitment.

• The importance of responding to reviews.

Responding to reviews, both positive and negative, shows guests that you value their opinions and are committed to continuous improvement. A well-crafted response can turn a negative experience into a loyalty opportunity, demonstrating to potential guests your dedication to customer service.

• Best practices for responding to reviews.

To properly manage responses to reviews, follow these practices:

1. Maintain a professional and courteous tone: Always thank guests for their comments and address their concerns in a respectful manner.
2. Be specific and personal: Personalize your responses to show that you have read and understood each review.
3. Offer concrete solutions: If the review is negative, explain the steps you have taken to fix the problem and how you plan to prevent it from happening again.
4. Lean on AI: Artificial intelligence came to be a support to the human being, as it allows us to be more efficient when performing a repetitive task.

 

Conclusion.

 

The number of reviews, review ratings and your responsiveness to guests are crucial factors that can significantly influence your hotel's reputation and success. By focusing on increasing the number of reviews, improving your ratings and responding effectively, you will not only increase guest confidence and satisfaction, but also boost your revenue and solidify your position in the competitive hotel marketplace.

Implement these strategies today and see how effective online review management can transform your business.

Oh, and don't forget to always measure and compare your IRO (Online Reputation Index) with your competitors.