2007 hotqua - activities. hotqua aktivitäten 2007 2 online - courses quality management iso 9001...
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20072007 HotquaHotqua - Activities - Activities
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 22
Quality Management ISO 9001Online - coursesOnline - courses
Quality Representative Quality Representative DIN-EN-ISO 9001 DIN-EN-ISO 9001 (December 2006)(December 2006)
Quality ManagerQuality ManagerDIN-EN-ISO 9001 (2007)DIN-EN-ISO 9001 (2007)
Photo: Samira Rayan, Photo: Samira Rayan, Frankfurt am MainFrankfurt am Main
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Service Quality Hotqua Hotqua
In- house further In- house further education: Service education: Service quality from the quality from the viewpoint of the guestsviewpoint of the guests
Introduction of the Introduction of the service standardsservice standards
Schloss & Gut Schloss & Gut Liebenberg (February Liebenberg (February March April)March April)
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Quality Management ISO 9001:200
Quality Auditor WorkshopQuality Auditor Workshop
Auditor exam from CERTQUAAuditor exam from CERTQUA
Sucevita, February 2007Sucevita, February 2007
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Hotqua Quality StandardsSchloss & Gut LiebenbergSchloss & Gut Liebenberg
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DEHOGA Berlin Hotqua Service Quality (02.07), Communication (03.07),Professional Sales (04.07)
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DEHOGA Berlin Hotqua Complaint Management Hotel, 03.05.07, contentment degree 95%03.05.07, contentment degree 95%
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 88
Hotqua - DEHOGA Berlin Complaint Management Restaurant, Complaint Management Restaurant, 03.05.07, contentment degree 92%03.05.07, contentment degree 92%
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 99
Hotqua - DEHOGA BerlinComplaint Management Restaurant, Complaint Management Restaurant, 04.05.07, contentment degree 94%04.05.07, contentment degree 94%
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 1010
Hotqua - DEHOGA BerlinComplaint Management Hotel, Complaint Management Hotel, 04.05.07, contentment degree 96%04.05.07, contentment degree 96%
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Hotqua- CERTQUA – DEHOGA Berlin
Further educationFurther education
Quality Manager Quality Manager ISO 9001:2000ISO 9001:2000
Berlin, 13-15.06.07Berlin, 13-15.06.07
Location: Location: Hotel Sylter Hof BerlinHotel Sylter Hof Berlin
Satisfaction degree of the Satisfaction degree of the participants: 95%participants: 95%
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Hotqua Quality StandardsHotqua Quality Standards
CENTRUL DE AFACERI CENTRUL DE AFACERI MAREA NEAGRA MAREA NEAGRA HOTEL PRESIDENT **** HOTEL PRESIDENT **** 905500 Mangalia - 905500 Mangalia - Romania, Str. Teilor nr. 6, Romania, Str. Teilor nr. 6,
Tel.:(+40)(241)755861; Tel.:(+40)(241)755861; Fax: (+40)(241)755695Fax: (+40)(241)755695E-mail:E-mail: [email protected]@hpresident.com
May & May & JuneJune 2007 2007
Photo: Hotel Photo: Hotel employeesemployees
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 1313
Quality Management ISO 9001
Workshop: Chamber of Commerce and Industry Bucharest, 25-27.06.07, Satisfaction degree 90%
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Hotqua - DEHOGA BerlinHotqua - DEHOGA Berlin
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Restaurant Hotel
Seminargestaltung
Themen
Referent
Unterricht
Praxis
U- Material
U – Methode
Getränke
Zufriedenheit
Durchschnitt
• Service quality from the viewpoint of the guestsService quality from the viewpoint of the guests, 02.07.07, Hotel Sylter Hof Berlin, • Contentment degree: 97%
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Hotqua- DEHOGA Berlin
DEHOGA Berlin Further Education WorkshopDEHOGA Berlin Further Education WorkshopService Quality Standards for Hotels & Service Quality Standards for Hotels & Restaurants Restaurants Hotel Sylter Hof Berlin, 06.07.07 Hotel Sylter Hof Berlin, 06.07.07 Contentment degree of the participants: 93%: 93%
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Hotqua - DEHOGA Berlin
Workshop: Successful communication, 01.08.07, Berlin, contentment degree: 90%
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 1717
Hotqua - DEHOGA Berlin
Conflict management Conflict management in hotel and restaurant in hotel and restaurant companiescompanies
DEHOGA Berlin DEHOGA Berlin Workshop, 03.08.07, Workshop, 03.08.07, Hotel Sylter Hof Berlin Hotel Sylter Hof Berlin
Contentment degree of the participants: 88%: 88%
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 1818
Hotqua - DEHOGA Berlin
•DEHOGA Berlin Sales Workshops, 03.09.07, Hotel Sylter Hof •Contentment degree: 81 % (Restaurant ) and 90 % (Hotel)
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Hotqua - DEHOGA Berlin
DEHOGA Berlin Workshop: Sales Management DEHOGA Berlin Workshop: Sales Management for Hotels and Restaurantsfor Hotels and Restaurants
Hotel Sylter Hof Berlin, 07.09.07Hotel Sylter Hof Berlin, 07.09.07
Contentment degree of the participants: 88%: 88%
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Quality Manager CCI - MaramuresQuality Manager CCI - Maramures
Further education Quality Manager, 17- 20.09.07, in Baia Mare, Romania, contentment degree 93%
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 2121
Quality Management ISO 9001Quality Management ISO 9001
Hotel Akzent Kolumbus, BerlinHotel Akzent Kolumbus, Berlin
Implementation workshop DIN-EN-ISO 9001Implementation workshop DIN-EN-ISO 9001
Photo: preparation for the internal audit, Photo: preparation for the internal audit, 27.09.07, department manager & GM27.09.07, department manager & GM
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 2222
Hotqua - DEHOGA Berlin
DEHOGA Berlin Workshop 01.10.07DEHOGA Berlin Workshop 01.10.07
Complaints in the restaurant Complaints in the restaurant (left photo)(left photo)
Complaints in the hotel (right photo)Complaints in the hotel (right photo)
Contentment degree of the participants : 93% and 90% : 93% and 90%
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Hotqua - DEHOGA Berlin Berlin
DEHOGA Berlin Workshop: Complaint DEHOGA Berlin Workshop: Complaint Management in Hotels & RestaurantsManagement in Hotels & Restaurants
Hotel Sylter Hof Berlin, 05.10.07Hotel Sylter Hof Berlin, 05.10.07
Contentment degree of the participantsContentment degree of the participants: 88%: 88%
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Auswertung in %
Seminargestaltung
Themen
Referent
Unterricht
Praxis
U- Material
U – Methode
Getränke
Zufriedenheit
Durchschnitt
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Sunday workshop Hotqua
Mercure Hotel & Residenz Berlin Checkpoint Charlie
Service quality from the viewpoint of the guests
Contentment degree of the participants: 97%
Sunday workshop: 07.10.07
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99 Seminargestaltung
Themen
Referent
Unterricht
Praxis
U- Material
U – Methode
Getränke
Zufriedenheit
Durchschnitt
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InternalInternal Audit Hotel Kolumbus Audit Hotel Kolumbus
Congratulation for the Congratulation for the successful passed successful passed internal auditinternal audit
Audit for the Audit for the departments: front departments: front office, housekeeping, office, housekeeping, restaurant kitchen and restaurant kitchen and managementmanagement
Berlin: 09-10-11.11.07Berlin: 09-10-11.11.07
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 2626
Tiroler Bauernstuben
In house workshop: Professional sales in the restaurant, 19.10.07
Contentment degree of the participants: 96%
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 2727
Quality Management Health Quality Management Health
Further education: Further education: Quality Managment for Quality Managment for healthhealth, 24-26.10.07 , 24-26.10.07
Hotel Sylter Hof BerlinHotel Sylter Hof Berlin
Contentment degree of Contentment degree of the participantsthe participants: 89%: 89%
Photo: Takeda GroupPhoto: Takeda Group
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 2828
QM Hotel & Tourism
APT Banat, Quality APT Banat, Quality Management, Management, 29.10-01.11.07 in the 29.10-01.11.07 in the Hotel Timisoara, Hotel Timisoara, RomaniaRomania
Contentment degree of Contentment degree of the participantsthe participants: 98%: 98%
Photo: Photo: ParticipantsParticipants and trainer, 01.11.07 and trainer, 01.11.07
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 2929
Hotqua - DEHOGA Berlin
Workshop: Workshop: Hygiene & work flow in the kitchen / HACCP, , 05.11.07, 05.11.07, Contentment degree of the participants Contentment degree of the participants : 90%: 90%
Workshop: Housekeeping & work flows“, 05.11.07, Workshop: Housekeeping & work flows“, 05.11.07, Contentment degree of the participantsContentment degree of the participants: 93%: 93%
Location: Hotel Sylter Hof Berlin Location: Hotel Sylter Hof Berlin
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 3030
Hotqua - DEHOGA Berlin
Workshop: Workshop: Hygiene & work flow in the kitchen / HACCP, 06.11.07, 06.11.07
Contentment degree of the participants Contentment degree of the participants : 96%: 96%
Location: Hotel Sylter Hof Berlin Location: Hotel Sylter Hof Berlin
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 3131
Hotqua - DEHOGA Berlin Berlin
Further education: Further education: „Human resources for „Human resources for Restaurants & Hotels“, Restaurants & Hotels“, 09.11.0709.11.07
Contentment degree of Contentment degree of the participants : 89%the participants : 89%
Location: Location: Hotel Sylter Hof BerlinHotel Sylter Hof Berlin
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 3232
Inhouse Hygiene Workshop Tiroler Bauernstuben / HACCP
In-house Workshop in the traditional Restaurant Tiroler Bauernstuben Berlin Workshop „Hygiene & work flow in the kitchen / HACCP“, 15.11.07
Hotqua Aktivitäten 2007Hotqua Aktivitäten 2007 www.hotqua.de www.hotqua.de 3333
DEHOGA Berlin - Hotqua Further education for the Further education for the middle and top hotel and middle and top hotel and restaurant managementrestaurant managementHotel- & Restaurant Hotel- & Restaurant Management 03.12.07Management 03.12.07Location: Hotel Sylter Hof Location: Hotel Sylter Hof BerlinBerlinContentment degree of the Contentment degree of the participants : 95 %participants : 95 %Photo: Photo: Frau A. Kießling (Café Frau A. Kießling (Café Seidenfaden) und Frau D. Seidenfaden) und Frau D. Rösler (Restaurant Dressler)Rösler (Restaurant Dressler)