The time has come for hoteliers to bring their quality of service back up to peak levels, hotel-industry leaders say. Hoteliers should spend the year improving such aspects as technology, revenue management strategy and staff service at the hotel, they say. "2012 will be the year of payback for the guests. They've been patient for better of three years and want quality and service to return to the height, the same way (revenue per available room) is returning," said Adam Zembruski, chief hotel operations officer for Pharos Hospitality.
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