Hotqua Activities Hotqua – Activities

Hotqua Activities Quality Representative & Manager Matthias Pötzsch, swiss, online course participant for the workshops Quality representative & Quality manager by ISO 9001 January to May 2008 Congratulations for the succeeded exams by DIN EN-ISO 9001 CERTQUA (DIHK, BDA, ZDH, WK) Exam

Hotqua Activities Service - Quality - Workshop Contentment degree of the participants: 86% (restaurant employees) and 97% (hotel employees) DEHOGA Berlin – Hotqua course,

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

Hotqua Activities Conflict Management DEHOGA – Hotqua - Course, Berlin, Contentment degree of the participants : 92%

Hotqua Activities Service- / Quality Standards Operative Standards for the Café Seidenfaden Berlin Project Quality Barometer Contentment degree of the participants: 100% Photo: Anja Kießling,

Hotqua Activities Professional sales in service department DEHOGA Berlin – Hotqua workshop Professional sales in service department Contentment degree of the participants: 97% Berlin,

Hotqua Activities Professional sale in hotels DEHOGA Berlin – Hotqua workshop Professional sale in hotels Contentment degree of the participants: 90% Berlin,

Hotqua Activities Sales management for Hotels & Restaurant DEHOGA Berlin – Hotqua Workshop Contentment degree of the participants: 100% Berlin, Photo: Grit Reuter (Tulip Inn Hotel)

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

Hotqua Activities Guests complaints DEHOGA Berlin – Hotqua workshop about guests complaints Contentment degree of the participants: 95% Berlin,

Hotqua Activities Sales & communication In-house workshop, Contentment degree of the participants : 92% Mercure Hotel & Residence Berlin Checkpoint Charlie

Hotqua Activities Quality Auditor ISO 9001 Quality auditor workshop by ISO 9001 for hotel & tourism companies Tourism Association Banat, Timisoara, RO,

Hotqua Activities 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 management Online offer, May 2008 High-quality standards for restaurants updated and extended Quality Manual & Quality Standards, 70 pages with: Work instructions, check lists, job descriptions and questionnaires for the service, reception, cleaning, kitchen and management

Hotqua Activities Hygiene & work flows in the kitchen by HACCP Hygiene - workshop with practical applications and HACCP Checklist Contentment degree of the participants: 91% DEHOGA (German Hotel Association) / Hotqua Berlin,

Hotqua Activities Housekeeping & work flows Housekeeping - workshop with work instructions, checklists and job descriptions Contentment degree of the participants: 94% DEHOGA Berlin / Hotqua Berlin,

Hotqua Activities Human research Management In-house workshop for human research management with practical applications Contentment degree of the participants: 96% Hotel Kaiserhof, Radeberg,

Hotqua Activities Service - Quality & SQ-Barometer APT Bucovina, Romania APT Bucovina Inima Bucovinei Parador Turistic Bucovina Suceava,

Hotqua Activities 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 Hygiene & work flow in the kitchen / HACCP Practical Hygiene supplementary workshop in Berlin, Contentment degree: 92% DEHOGA (German Hotel Association) Berlin / Hotqua

Hotqua Activities 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,

Hotqua Activities Quality Management Support Firm of solicitors Wutzke & Förster, Frankfurt Oder, June 2008 Quality Management optimization Preparation of the intern & extern audit

Hotqua Activities Successful communication with hotel guests Inhouse – training in the Naturhotel DIE ARCHE Contentment degree of the participants: 92% Zislow, den

Hotqua Activities Successful communication with hotel & restaurant guests DEHOGA / Hotqua further education Contentment degree of the participants : 91% Location: Mercure Check Point Charlie Photo: Participants of the course in Berlin

Hotqua Activities 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,

Hotqua Activities 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,

Hotqua Activities Internal audit by DIN-EN-ISO 9001:2000 & SQB Firm of solicitors Wutzke & Förster in Frankfurt (Oder) Document examination, intern audit, review, audit report, improvement management Service quality barometer : Measurement of contentment degree of the customers, of the employees and of the in-plant training seminar attendees Frankfurt Oder,

Hotqua Activities Hygiene & work flows in the kitchen by HACCP Inhouse Workshop HACCP Contentment degree of the participants: 99% Hotel Bel Ahr Berlin,

Hotqua Activities 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 German - Polish regional planning government commission 7th session of the committee for regional planning for regional border cooperation on 16/ in Berlin Photo: Participants of the conference

Hotqua Activities Haus Dannenberg am See Inhouse training: Guests complaints Contentment degree of the participants: 96% Photo: Dannenberg Family, Berlin / Heiligensee,

Hotqua Activities DANA Senioreneinrichtungen GmbH, Hannover Inhouse workshop: servicequality Contentment degree of the participants: 96% Photo: workshop participants from Bad Pyrmont, Bad Schwartau (Wiesengrund), Appen, Plön, Neustadt and Hannover,

Hotqua Activities Guests complaints DEHOGA / Hotqua workshop Contentment degree of the participants : 92% Location: IKK Berlin - Brandenburg Photo: workshop participants, Berlin

Hotqua Activities Complaint management DEHOGA / Hotqua workshop Contentment degree of the participants: 87% Location: IKK Berlin - Brandenburg Photo: workshop participants, Berlin

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

Hotqua Activities Housekeeping / cleaning quality Hotqua - DEHOGA Berlin Workshop, Location:Mercure Hotel Checkpoint Charlie Contentment degree of the participants: 93%

Hotqua Activities Personal management in hotels & restaurants Hotqua – DEHOGA Berlin management course Location: Mercure Hotel Check Point Charlie, Berlin, Contentment degree of the participants: 89%

Hotqua Activities Efficient management technics Inhouse course, Brauhaus Lemke, , contentment degree: 92%

Hotqua Activities Housekeeping Hotqua - DEHOGA Berlin additional workshop on at the Mercure Hotel Checkpoint Charlie Contentment degree of the participants: 97%

Hotqua Activities Personal management in hotels & restaurants Hotqua – DEHOGA Berlin additional – management course in Berlin, at the Mercure Hotel Check Point Charlie, Contentment degree of the participants: 86%

Hotqua Activities 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 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,

Hotqua Activities Hotel- & Restaurant Management Hotqua – DEHOGA Berlin Management course Satisfaction degree of the participants: 88% Photo: workshop participants on in Berlin

Hotqua Activities Quality Management course by DIN-EN-ISO 9001, DEHOGA – Hotqua Workshop Congratulations for the passed exams by DIN EN-ISO 9001 Satisfaction 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)

Hotqua Activities Complaints & telephone sale Deutscher Bundestag / Restaurant Dussmann In house training: complaints & telephone sale, Berlin, Contentment degree of the participants: 91%

Hotqua Activities How do I phone correctly? In house workshop: Albrechtshof Hotel, Berlin, Satisfaction degree of the participants: 85% Photo: Workshop participants & reception manager, Ms. Annegret Franke (middle)

Hotqua Activities TRAMARO – Partner - Meeting Transnational Marketing of Hiking Routes in Peripheral European Highland Regions Partners from DE, CZ, PL, RO, HU, SV Photo: 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,

Hotqua Activities 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 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 9001:2008 Partners: Robert Müller & Kai-Uwe Kluth,

Hotqua Activities 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 We congratulate Mr. Frank Haegele for the examination to the Quality Manager / Hotel & Tourism Management according to DIN EN ISO 9001:2008 Photo: Mr. Frank Hägele, Berlin

Hotqua Activities First half-year 2009, view January: 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 Thank you We thank all partners & all colleagues for constructive cooperation We whish you a successful new year 2009 Berlin, Dec Photo: Arnold Klingeis (RO), Frank Höchsmann (DE), Aleš Hozdecký (CZ)