The document compares the services offered by Olery and Trust You for reputation management. Both services allow hotels to monitor customer feedback, comments and reviews online in order to manage their reputation. They provide reports and data to help hotels identify trends, respond to customer complaints and improve areas of weakness. The document suggests Trust You would be the preferred service since it has partnerships with major hotel chains and influences over 50 million travelers in their booking decisions. It also discusses how reputation management is important for return on investment and how social media can impact a hotel's online reputation, both positively and negatively. Lastly, it proposes ways a hotel could use reputation management tools on their website and social media to engage customers, promote the business and maximize user generated content

1. ORM
Juliette Poupée MBA 2B – E Reputation Management –
MRS CRAIG

2. TABLE OF CONTENTS
 Compare services - what do they offer to hotels
 Why is it important to ROI
 Which service would you choose - why?
 What is the relationship of ORM to social media?
 How would you use ORM in your hotel website, in your
social publishing? Maximize UGC?

3. OLERY VS TRUST YOU

4. COMPARE SERVICES - WHAT DO THEY
OFFER TO HOTELS
 Comments of clients
 Feedbacks
 Hotel can check its reputation
 Manage new trends
 Monitor competition
 Provide reports and data
 Analyze benchmark and comments of client
 Identify clients and act on feedbacks, try to find
new solution
 Respond in time to the complains and improve
problems
 Focus on area of success
 Design and marketing report
 Monitor and replay to every social platform
 Submit topic and feedback
 They offer the ability for hotels to follow up their
operations, have feedback of clients and
manage competition. They can also respond
to clients and comments through reports,
graph and marketing organization. They can
manage their reputation.
OLERY TRUST YOU

5. WHAT IS IMPORTANT TO ROI?
- Database, reports, feedback, services…
- It will improve their quality, their service, their
performing and their reputation.
- It will attract more viewers and followers.
- The reports generate thank to those tools make
hotels able to follow their operations and
investments.
- They can manage their performing and improve.

7. WHICH SERVICE WOULD YOU CHOOSE?
- We would choose TRUST YOU because we have
noticed on their website that Important chain have
already trusted them and have a partnership with it.
- TRUST YOU also influences travelers in their
bookings decision (more than 50 million travelers).
Trust you work in connection with travel agencies.

8. WHAT IS THE RELATIONSHIP OF ORM TO
SOCIAL MEDIA?
- Social media can affect ORM because people
can post the comments they want, even if it’s
not true. There is no control from Hotel of what
it is said on social media.
- More and more people use social media to
criticize hotel and service and everyone sees
that.
- It is very difficult for hotel to filter the comments
in the world and it is difficult to respond.
- Influencer on social media can influence people
without objective vision.

9. HOW WOULD YOU USE ORM IN YOUR HOTEL WEBSITE, IN
YOUR SOCIAL PUBLISHING? MAXIMIZE USER GENERATED
CONTENT?
- ORM for us would be used to keep contact with
clients, share pictures and videos, promote and
communicate on future events on hotel.
- We will use this tool to control our performing and
reputation and try to improve it and be known in
the best way as possible. Have positive
reputation.
- To maximize UGC in putting someone all the time
in the social media service, to control the
feedbacks and respond to comments of clients.
Even if comments are negative we have to use to
them to improve and work on our reputation.