Contribuições da auditoria noturna à eficiência dos processos em uma unidade hoteleira

Abstract

In today's business world the most prepared company achieves its goals more quickly; and competition from large chains can spare no effort to stay competitively in the market, satisfying customers and financial results permissible to new inward investment and to opening new branches. Obtaining and evaluating the effectiveness of operational activities of an entity as compared to the stated objectives, it is a premise to the efficiency and effectiveness of management - being pursued with greater reliability by the night audit process, which consolidates current day's results in information system and at the same time starts the new day. This study aims to identify the contribution of the night audit process efficiency of the establishment. The focus of the audit is to prevent chargebacks and validation of the data generated from the system - Aiming operational efficiency. It is a survey descriptive, qualitative, held in a hotel unit located in northeastern Brazil, whose facilities contain 214 UH, 02 restaurants, 02 bars, sauna, 04 pools, 02 hot tub, reading room, 02 rooms games, with 102 parking spaces, laundry service, business center, event center with 25 modular rooms. The UH focuses primarily on leisure tourism customers, having 150 employees. Data were collected through semi-structured interview with the General Manager of UH, Postgraduate in Business Management, with approximately 10 years of experience in the industry, with three years of management. The main results achieved holds significant contributions to performance auditing in the daily processes of UH: Release daily, bought apartment category setting, monitoring of outstanding accounts and closing within 48 hours, guest balance monitoring, closure of events accounts, charged calls, releases the outlets of A & B and cancelation conference. It concludes that the night auditing reduces failures in processes and credence data generated in software - Generating process efficiency and improving the level of customer service