2008 hotqua – activities

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

2008 Hotqua – Activities


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 9001CERTQUA (DIHK, BDA, ZDH, WK) Exam


Service - Quality - Workshop

Contentment degree of the participants: 86% (restaurant employees) and 97% (hotel employees)DEHOGA Berlin – Hotqua course, 14.01.08


Communication with guests

DEHOGA Berlin – Hotqua course Communication workshop in Berlin, 04.02.08 Contentment degree of the participants: 100%


Conflict ManagementDEHOGA – Hotqua - Course, Berlin, 08.02.08

Contentment degree of the participants : 92%


Service- / Quality Standards

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


Professional sales in service department

DEHOGA Berlin – Hotqua workshop Professional sales in service departmentContentment degree of the participants: 97%Berlin, 03.03.08


Professional sale in hotels

DEHOGA Berlin – Hotqua workshop Professional sale in hotelsContentment degree of the participants: 90%Berlin, 03.03.08


Sales management for Hotels & Restaurant

DEHOGA Berlin – Hotqua Workshop Contentment degree of the participants: 100% Berlin, 07.03.08Photo: Grit Reuter (Tulip Inn Hotel)


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


Guests complaints

DEHOGA Berlin – Hotqua workshop about guests complaintsContentment degree of the participants: 95% Berlin, 01.04.08


Sales & communication

In-house workshop, 02-03.04.08Contentment degree of the participants : 92%Mercure Hotel & Residence Berlin Checkpoint Charlie


Quality Auditor ISO 9001

Quality auditor workshop by ISO 9001 for hotel & tourism companiesTourism Association Banat, Timisoara, RO,17.04.08


Quality standards for H & RUpdated 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


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


Housekeeping & work flows

Housekeeping - workshop with work instructions, checklists and job descriptionsContentment degree of the participants: 94%DEHOGA Berlin / Hotqua Berlin, 05.05.08


Human research Management

In-house workshop for human research management with practical applicationsContentment degree of the participants: 96%Hotel Kaiserhof, Radeberg, 09.05.08


Service - Quality & SQ-Barometer APT Bucovina, Romania

APT Bucovina Inima BucovineiParador Turistic BucovinaSuceava, 22.05.08


Quality Management

Preparation of the basic certification for the title:"Tested mandatory administrator / tested mandatory manager“Mandatory Administrator Organisation (Bundesverband IGZ)Bremen / Dortmund / BerlinMarch-April-May-2008


Hygiene & work flow in the kitchen / HACCP

Practical Hygiene supplementary workshop in Berlin, 04.06.08Contentment degree: 92%DEHOGA (German Hotel Association) Berlin / Hotqua


Quality Management ISO 9001

Quality Management ISO 9001 CoachingHotel & TourismContentment degree of the participant: 90%Maren Krützfeldt (Ritz-Carlton Berlin, Dir. Quality & Learning)Berlin, 06.06.08


Quality Management Support

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


Successful communication with hotel guests

Inhouse – training in the „Naturhotel DIE ARCHE“Contentment degree of the participants: 92%Zislow, den 05.08.08


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


High-quality management for medical practices

Implementation of a quality management system acording DIN-EN-ISO 9001:2000Medical practice of Dipl. med. Alexander KutscherskijPhoto: Employees Berlin, 09.09.08


Successful communication with hotel guests

Inhouse Workshop in the Ritz - Carlton Hotel Berlin with practical exercises and testsContentment degree of the participants: 95%Photo: workshop participants, 10.09.08

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Zufriedenheitsgrad

SeminargestaltungThemenReferentUnterrichtPraxisU- MaterialU – Methode Getränke Zufriedenheit Durchschnitt


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


Hygiene & work flows in the kitchen by HACCP

Inhouse Workshop HACCPContentment degree of the participants: 99%Hotel Bel Ahr Berlin, 12.09.08


Online course: Service quality & Quality Management ISO 9001

Service Quality HotelService Quality RestaurantQuality Management ISO 9001Daniel Ehor, Restaurant specialist from RomaniaContentment degree: 90%, Online login: July – August - September 2008


German - Polish regional planning government commission

7th session of the committee for regional planning for regional border cooperation on 16/17.09.08 in BerlinPhoto: Participants of the conference


Haus Dannenberg am See

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GestaltungThemenReferentDynamischPraxisMaterialMethodenPausenZufriedenDurchschnitt

Inhouse training: Guests complaintsContentment degree of the participants: 96%Photo: Dannenberg Family, Berlin / Heiligensee, 23.09.08


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


Guests complaints

DEHOGA / Hotqua workshop

Contentment degree of the participants: 92%Location: IKK Berlin - BrandenburgPhoto: workshop participants, 07.10.08 Berlin

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GestaltungThemenReferentUnterrichtPraxisU- MaterialU – Methode Getränke Zufriedenheit Durchschnitt


Complaint management

DEHOGA / Hotqua workshopContentment degree of the participants: 87%Location: IKK Berlin - BrandenburgPhoto: workshop participants, 09.10.08 Berlin


(Re –) Certification audit care

Firm of solicitors Wutzke & Förster, Frankfurt Oder, October 2008 Supervision of the re-certification audit ISO 9001Audit result: proposition for the (re-) certification


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

828486889092949698

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SeminargestaltungThemenReferentUnterrichtPraxisU- MaterialU – Methode Getränke Zufriedenheit Durchschnitt


Housekeeping / cleaning quality

Hotqua - DEHOGA Berlin Workshop, 05.11.08Location:Mercure Hotel Checkpoint CharlieContentment degree of the participants: 93%


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%


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


Housekeeping

Hotqua - DEHOGA Berlin additional workshop on 12.11.08 at the Mercure Hotel Checkpoint CharlieContentment degree of the participants: 97%


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%


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


QMS – implementation workshop

Implementation of a Quality Management System by DIN-EN-ISO 9001Wutzke & Förster, Firm of solicitors Satisfaction degree: 82 %Photo: Ms. Reichert, quality representative and Mr. Wenzel, Potsdam, 24.11.08


Hotel- & Restaurant Management

Hotqua – DEHOGA Berlin Management courseSatisfaction 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)

828486889092949698

100 SeminargestaltungThemenReferentUnterrichtPraxisU- MaterialU – Methode Verpflegung Zufriedenheit Durchschnitt


Complaints & telephone sale

Deutscher Bundestag / Restaurant DussmannIn house training: complaints & telephone sale, Berlin, 08.12.08Contentment degree of the participants: 91%


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)


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


Online course: Quality Representative by ISO 9001:2000

Xavier Hernán Duran LeonAndrés Felipe Luque Lozano Online course start: December 2008Online course end: January 2009

Cartagena

de Indias,

Colombia


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


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


First half-year 2009, viewJanuary: Service Quality & Quality Standards February: Communication & Conflict Management March: Sales & Sales Management April: Complaints & complaint managementMay: Optimization of the processes in the kitchen and housekeeping & Personal ManagementJune: Hotel- & Restaurant Management and Quality Management by DIN-EN-ISO 9001:2008


Thank you

We thank all partners & all colleagues for constructive cooperationWe whish you a successful new year 2009Berlin, Dec. 2008 Photo: Arnold Klingeis (RO),

Frank Höchsmann (DE), Aleš Hozdecký (CZ)

2008 hotqua – activities

Documents

workshop participants

hoga berlin hotqua berlin

service quality

quality auditor workshop

quality auditor iso

hotelscontentment degree

workshopcontentment

haccp hygiene workshop