• Definite rooms night goal - Although the bureau meets its 650,000 definite rooms night goal required by the 4/05 city contract, the bureau's methodology does not provide an accurate accounting and is often based on subjective estimates. Auditors recommend that a committee determine a better way to measure performance.
  
• "Strained" relations between the bureau and the George R. Brown Convention Center with duplication of sales efforts and poor communication. Leaders of both groups report regular meetings are improving relations.
  
• Need for entertainment expense policy – The bureau lacks a policy to limit meal and alcohol expenditures and accepts receipt stubs showing only a total rather than a detailed receipt. 
  
• Need for better accounting of free airline tickets and football tickets and parking passes received from the Houston Bowl Foundation.
  
• Need to follow policy and procedures regarding competitive bids for purchases. Auditors found that no bids were obtained for most purchases sampled, and bids and purchases were poorly documented.
  
• Need to hire qualified sales personnel with appropriate experience – With 37% staff turnover and 85 employees, most staff lacked convention and hotel sales experience when they were hired.
  
• Low staff morale – A high percentage distrust supervisors and feel they are not treated equally by an insensitive management. They also think they lack training; about a third believe salaries are too low. 
  
• Member satisfaction – a survey indicates 57% of a sample of respondents feel satisfied or very satisfied with the bureau's sales staff and management. Auditors found, however, that five prominent members of an organization representing mostly hotels voiced concerns about GHCVB board and staff effectiveness.

Hidalgo , Banfill, Zlotnik & Kermali, P.C., conducted the performance audit for the City Controller's Office.

The audit is available at  www.houstontx.gov/controller/index.html .