hotqua activities 2008 1 2008 hotqua – activities

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 11

2008 Hotqua – Activities

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 22

Quality Representative & Manager

Matthias Pötzsch, swiss, online course participant for the workshops „Quality representative“ & „Quality manager“ by ISO 9001January to May 2008

Congratulations for the succeeded exams by DIN EN-ISO 9001

CERTQUA (DIHK, BDA, ZDH, WK) Exam

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 33

Service - Quality - Workshop

Contentment degree of the participants: 86% (restaurant employees) and 97% (hotel employees)

DEHOGA Berlin – Hotqua course, 14.01.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 44

Communication with guests

DEHOGA Berlin – Hotqua course

Communication workshop in Berlin, 04.02.08

Contentment degree of the participants: 100%

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 55

Conflict ManagementDEHOGA – Hotqua - Course, Berlin, 08.02.08

Contentment degree of the participants : 92%

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 66

Service- / Quality Standards

Operative Standards for the „Café Seidenfaden“ BerlinProject Quality BarometerContentment degree of the participants: 100%Photo: Anja Kießling, 21.02.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 77

Professional sales in service department

DEHOGA Berlin – Hotqua workshop

Professional sales in service department

Contentment degree of the participants: 97%

Berlin, 03.03.08

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Professional sale in hotels

DEHOGA Berlin – Hotqua workshop

Professional sale in hotels

Contentment degree of the participants: 90%

Berlin, 03.03.08

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Sales management for Hotels & Restaurant

DEHOGA Berlin – Hotqua Workshop

Contentment degree of the participants: 100%

Berlin, 07.03.08

Photo: Grit Reuter (Tulip Inn Hotel)

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 1010

Inteligência Comercial

Workshop Hotqua / Câmara Brasil - Alemanha de Porto Alegre, German - Brazilian Chamber of Industry and Commerce Porto Alegre Speaker: Ricardo Kaufmann, Montevideo, UYPhoto: workshop participants, March 2008

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 1111

Guests complaints

DEHOGA Berlin – Hotqua workshop about guests complaints

Contentment degree of the participants: 95%

Berlin, 01.04.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 1212

Sales & communication

In-house workshop, 02-03.04.08

Contentment degree of the participants : 92%

Mercure Hotel & Residence Berlin Checkpoint Charlie

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 1313

Quality Auditor ISO 9001

Quality auditor workshop by ISO 9001 for hotel & tourism companies

Tourism Association Banat, Timisoara, RO,17.04.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 1414

Quality standards for H & R

Updated and extended High-quality standards for hotels Quality Manual & Quality Standards, 80 pages with:Work instructions, check lists, job descriptions and questionnaires for the reception, housekeeping, service, kitchen and managementOnline offer, May 2008

High-quality standards for restaurants updated and extendedQuality Manual & Quality Standards, 70 pages with:Work instructions, check lists, job descriptions and questionnaires for the service, reception, cleaning, kitchen and management

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 1515

Hygiene & work flows in the kitchen by HACCP

Hygiene - workshop with practical applications and HACCP ChecklistContentment degree of the participants: 91%DEHOGA (German Hotel Association) / Hotqua Berlin, 05.05.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 1616

Housekeeping & work flows

Housekeeping - workshop with work instructions, checklists and job descriptions

Contentment degree of the participants: 94%

DEHOGA Berlin / Hotqua Berlin, 05.05.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 1717

Human research Management

In-house workshop for human research management with practical applications

Contentment degree of the participants: 96%

Hotel Kaiserhof, Radeberg, 09.05.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 1818

Service - Quality & SQ-Barometer APT Bucovina, Romania

APT Bucovina

Inima Bucovinei

Parador Turistic Bucovina

Suceava, 22.05.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 1919

Quality Management

Preparation of the basic certification for the title:

"Tested mandatory administrator / tested mandatory manager“

Mandatory Administrator Organisation (Bundesverband IGZ)

Bremen / Dortmund / Berlin

March-April-May-2008

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 2020

Hygiene & work flow in the kitchen / HACCP

Practical Hygiene supplementary workshop in Berlin, 04.06.08

Contentment degree: 92%

DEHOGA (German Hotel Association) Berlin / Hotqua

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 2121

Quality Management ISO 9001

Quality Management ISO 9001 Coaching

Hotel & Tourism

Contentment degree of the participant: 90%

Maren Krützfeldt (Ritz-Carlton Berlin, Dir. Quality & Learning)

Berlin, 06.06.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 2222

Quality Management Support

Firm of solicitors Wutzke & Förster, Frankfurt Oder, June 2008Quality Management optimizationPreparation of the intern & extern audit

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 2323

Successful communication with hotel guests

Inhouse – training in the „Naturhotel DIE ARCHE“

Contentment degree of the participants: 92%

Zislow, den 05.08.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 2424

Successful communication with hotel & restaurant guests

DEHOGA / Hotqua further educationContentment degree of the participants : 91%Location: Mercure Check Point CharliePhoto: Participants of the course in Berlin 08.09.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 2525

High-quality management for medical practices

Implementation of a quality management system acording DIN-EN-ISO 9001:2000

Medical practice of Dipl. med. Alexander Kutscherskij

Photo: Employees

Berlin, 09.09.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 2626

Successful communication with hotel guests

Inhouse Workshop in the Ritz - Carlton Hotel Berlin with practical exercises and tests

Contentment degree of the participants: 95%

Photo: workshop participants, 10.09.08

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Internal audit by DIN-EN-ISO 9001:2000 & 19011 + SQB

Firm of solicitors Wutzke & Förster in Frankfurt (Oder)

Document examination, intern audit, review, audit report, improvement managementService quality barometer: Measurement of contentment degree of the customers, of the employees and of the in-plant training seminar attendeesFrankfurt Oder, 11.09.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 2828

Hygiene & work flows in the kitchen by HACCP

Inhouse Workshop HACCP

Contentment degree of the participants: 99%

Hotel Bel Ahr Berlin, 12.09.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 2929

Online course: Service quality & Quality Management ISO 9001

Service Quality Hotel

Service Quality Restaurant

Quality Management ISO 9001

Daniel Ehor, Restaurant specialist from Romania

Contentment degree: 90%,

Online login: July – August - September 2008

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 3030

German - Polish regional planning government commission

7th session of the committee for regional planning for regional border cooperation on 16/17.09.08 in Berlin

Photo: Participants of the conference

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 3131

Haus Dannenberg am See

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Inhouse training: Guests complaints

Contentment degree of the participants: 96%

Photo: Dannenberg Family,

Berlin / Heiligensee, 23.09.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 3232

DANA Senioreneinrichtungen GmbH, Hannover

Inhouse workshop: servicequalityContentment degree of the participants: 96%Photo: workshop participants from Bad Pyrmont, Bad Schwartau (Wiesengrund), Appen, Plön, Neustadt and Hannover, 25.09.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 3333

Guests complaints

DEHOGA / Hotqua workshop

Contentment degree of the participants: 92%

Location: IKK Berlin - Brandenburg

Photo: workshop participants, 07.10.08 Berlin

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Complaint management

DEHOGA / Hotqua workshop

Contentment degree of the participants: 87%

Location: IKK Berlin - Brandenburg

Photo: workshop participants, 09.10.08 Berlin

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 3535

(Re –) Certification audit care

Firm of solicitors Wutzke & Förster, Frankfurt Oder, October 2008

Supervision of the re-certification audit ISO 9001

Audit result: proposition for the (re-) certification

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 3636

Hygiene & work flows in the kitchen / HACCP, 03.11.08 Berlin, Hotqua -DEHOGA, contentment degree 96%

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Housekeeping / cleaning quality

Hotqua - DEHOGA Berlin Workshop, 05.11.08

Location:Mercure Hotel Checkpoint Charlie

Contentment degree of the participants: 93%

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 3838

Personal management in hotels & restaurants

Hotqua – DEHOGA Berlin management course

Location: Mercure Hotel Check Point Charlie, Berlin, 06.11.08

Contentment degree of the participants: 89%

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 3939

Efficient management technicsInhouse course, Brauhaus Lemke, 10.11.08, contentment degree: 92%

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 4040

Housekeeping

Hotqua - DEHOGA Berlin additional workshop on 12.11.08 at the Mercure Hotel Checkpoint Charlie

Contentment degree of the participants: 97%

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 4141

Personal management in hotels & restaurants

Hotqua – DEHOGA Berlin additional –management course in Berlin, at the Mercure Hotel Check Point Charlie, 06.11.08

Contentment degree of the participants: 86%

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 4242

Online courses: Quality Representative & Management by ISO 9001

Quality Representative by DIN-EN-ISO 9001 (Nov. 08)

Quality Management by DIN-EN-ISO 9001 (Dez. 08)

Participants: Susanne Höchsmann, student and Ertan Argüt, hotel & restauant employee

Satisfaction degree: 100%

Photo: Ertan Argüt, Nov. 2008

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 4343

QMS – implementation workshop

Implementation of a Quality Management System by DIN-EN-ISO 9001

Wutzke & Förster, Firm of solicitors

Satisfaction degree: 82 %

Photo: Ms. Reichert, quality representative and Mr. Wenzel, Potsdam, 24.11.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 4444

Hotel- & Restaurant Management

Hotqua – DEHOGA Berlin Management course

Satisfaction degree of the participants: 88%

Photo: workshop participants on 01.12.08 in Berlin

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Quality Management course by DIN-EN-ISO 9001, 03-05.12.08

DEHOGA – Hotqua Workshop Congratulations for the passed exams by DIN EN-ISO 9001Satisfaction degree of the participants: 96% Photo: Sascha Ehlert (Meliá Hotel Berlin), Marini Neima (Hollywood Media Hotel Berlin), Lutz Mallwitz (Ascari Hotel Köln) and Robert Krüger (DERAG Berlin Hotel Großer Kurfürst)

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Complaints & telephone sale

Deutscher Bundestag / Restaurant Dussmann

In house training: complaints & telephone sale, Berlin, 08.12.08

Contentment degree of the participants: 91%

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 4747

How do I phone correctly?

In house workshop: Albrechtshof Hotel, Berlin, 09.12.08Satisfaction degree of the participants: 85%Photo: Workshop participants & reception manager, Ms. Annegret Franke (middle)

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 4848

TRAMARO – Partner - Meeting

Transnational Marketing of Hiking Routes in Peripheral European Highland RegionsPartners from DE, CZ, PL, RO, HU, SVPhoto: Mayor among themselves (Jiri Lukes, Aleš Hozdecký, Arnold Klingeis), TRAMARO project partners in front of The RITZ CARLTON Hotel Berlin and the project leader Berlin, 10.12.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 4949

Online course: Quality Representative by ISO 9001:2000

Xavier Hernán Duran Leon

Andrés Felipe Luque Lozano

Online course start: December 2008

Online course end: January 2009

Cartagena

de Indias,

Colombia

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 5050

Quality Management for health /

medical practices

Work meeting on the subject: „High-quality management in medical practices “Quality Management = „QEP“/ quality and developement in medical practices & QMS by DIN EN ISO 9001:2008Partners: Robert Müller & Kai-Uwe Kluth, 19.12.08

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 5151

Quality Management course according to the new norm DIN EN-ISO 9001:2008

First (Online-) quality management course according to the international norm DIN EN ISO 9001: 2008 which is valid from 15.12.08.We congratulate Mr. Frank Haegele for the examination to the Quality Manager / Hotel & Tourism Management according to DIN EN ISO 9001:2008Photo: Mr. Frank Hägele, Berlin

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 5252

First half-year 2009, viewJanuary: Service Quality & Quality Standards

February: Communication & Conflict Management

March: Sales & Sales Management

April: Complaints & complaint management

May: Optimization of the processes in the kitchen and housekeeping & Personal Management

June: Hotel- & Restaurant Management and Quality Management by DIN-EN-ISO 9001:2008

Hotqua Activities 2008Hotqua Activities 2008 www.hotqua.de www.hotqua.de 5353

Thank you

We thank all partners & all colleagues for constructive cooperation

We whish you a successful new year 2009

Berlin, Dec. 2008 Photo: Arnold Klingeis (RO), Frank Höchsmann (DE), Aleš Hozdecký (CZ)