1. Hotqua Activities 2008 www.hotqua.de 1 2008 Hotqua – Activities

2. Hotqua Activities 2008 www.hotqua.de 2 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

3. Hotqua Activities 2008 www.hotqua.de 3 Service - Quality - Workshop Contentment degree of the participants: 86% (restaurant employees) and 97% (hotel employees) DEHOGA Berlin – Hotqua course, 14.01.08

4. Hotqua Activities 2008 www.hotqua.de 4 Communication with guests DEHOGA Berlin – Hotqua course Communication workshop in Berlin, 04.02.08 Contentment degree of the participants: 100%

5. Hotqua Activities 2008 www.hotqua.de 5 Conflict Management DEHOGA – Hotqua - Course, Berlin, 08.02.08 Contentment degree of the participants : 92%

6. Hotqua Activities 2008 www.hotqua.de 6 Service- / Quality Standards Operative Standards for the Café Seidenfaden Berlin Project Quality Barometer Contentment degree of the participants: 100% Photo: Anja Kießling, 21.02.08

7. Hotqua Activities 2008 www.hotqua.de 7 Professional sales in service department DEHOGA Berlin – Hotqua workshop Professional sales in service department Contentment degree of the participants: 97% Berlin, 03.03.08

8. Hotqua Activities 2008 www.hotqua.de 8 Professional sale in hotels DEHOGA Berlin – Hotqua workshop Professional sale in hotels Contentment degree of the participants: 90% Berlin, 03.03.08

9. Hotqua Activities 2008 www.hotqua.de 9 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)

10. Hotqua Activities 2008 www.hotqua.de 10 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

11. Hotqua Activities 2008 www.hotqua.de 11 Guests complaints DEHOGA Berlin – Hotqua workshop about guests complaints Contentment degree of the participants: 95% Berlin, 01.04.08

12. Hotqua Activities 2008 www.hotqua.de 12 Sales & communication In-house workshop, 02-03.04.08 Contentment degree of the participants : 92% Mercure Hotel & Residence Berlin Checkpoint Charlie

13. Hotqua Activities 2008 www.hotqua.de 13 Quality Auditor ISO 9001 Quality auditor workshop by ISO 9001 for hotel & tourism companies Tourism Association Banat, Timisoara, RO,17.04.08

14. Hotqua Activities 2008 www.hotqua.de 14 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

15. Hotqua Activities 2008 www.hotqua.de 15 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, 05.05.08

16. Hotqua Activities 2008 www.hotqua.de 16 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

17. Hotqua Activities 2008 www.hotqua.de 17 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

18. Hotqua Activities 2008 www.hotqua.de 18 Service - Quality & SQ-Barometer APT Bucovina, Romania APT Bucovina Inima Bucovinei Parador Turistic Bucovina Suceava, 22.05.08

19. Hotqua Activities 2008 www.hotqua.de 19 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

20. Hotqua Activities 2008 www.hotqua.de 20 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

21. Hotqua Activities 2008 www.hotqua.de 21 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

22. Hotqua Activities 2008 www.hotqua.de 22 Quality Management Support Firm of solicitors Wutzke & Förster, Frankfurt Oder, June 2008 Quality Management optimization Preparation of the intern & extern audit

23. Hotqua Activities 2008 www.hotqua.de 23 Successful communication with hotel guests Inhouse – training in the Naturhotel DIE ARCHE Contentment degree of the participants: 92% Zislow, den 05.08.08

24. Hotqua Activities 2008 www.hotqua.de 24 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 08.09.08

25. Hotqua Activities 2008 www.hotqua.de 25 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

26. Hotqua Activities 2008 www.hotqua.de 26 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

27. Hotqua Activities 2008 www.hotqua.de 27 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 management Service quality barometer : Measurement of contentment degree of the customers, of the employees and of the in-plant training seminar attendees Frankfurt Oder, 11.09.08

28. Hotqua Activities 2008 www.hotqua.de 28 Hygiene & work flows in the kitchen by HACCP Inhouse Workshop HACCP Contentment degree of the participants: 99% Hotel Bel Ahr Berlin, 12.09.08

29. Hotqua Activities 2008 www.hotqua.de 29 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

30. Hotqua Activities 2008 www.hotqua.de 30 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

31. Hotqua Activities 2008 www.hotqua.de 31 Haus Dannenberg am See Inhouse training: Guests complaints Contentment degree of the participants: 96% Photo: Dannenberg Family, Berlin / Heiligensee, 23.09.08

32. Hotqua Activities 2008 www.hotqua.de 32 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, 25.09.08

33. Hotqua Activities 2008 www.hotqua.de 33 Guests complaints DEHOGA / Hotqua workshop Contentment degree of the participants : 92% Location: IKK Berlin - Brandenburg Photo: workshop participants, 07.10.08 Berlin

34. Hotqua Activities 2008 www.hotqua.de 34 Complaint management DEHOGA / Hotqua workshop Contentment degree of the participants: 87% Location: IKK Berlin - Brandenburg Photo: workshop participants, 09.10.08 Berlin

35. Hotqua Activities 2008 www.hotqua.de 35 (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

36. Hotqua Activities 2008 www.hotqua.de 36 Hygiene & work flows in the kitchen / HACCP, 03.11.08 Berlin, Hotqua -DEHOGA, contentment degree 96%

37. Hotqua Activities 2008 www.hotqua.de 37 Housekeeping / cleaning quality Hotqua - DEHOGA Berlin Workshop, 05.11.08 Location:Mercure Hotel Checkpoint Charlie Contentment degree of the participants: 93%

38. Hotqua Activities 2008 www.hotqua.de 38 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%

39. Hotqua Activities 2008 www.hotqua.de 39 Efficient management technics Inhouse course, Brauhaus Lemke, 10.11.08, contentment degree: 92%

40. Hotqua Activities 2008 www.hotqua.de 40 Housekeeping Hotqua - DEHOGA Berlin additional workshop on 12.11.08 at the Mercure Hotel Checkpoint Charlie Contentment degree of the participants: 97%

41. Hotqua Activities 2008 www.hotqua.de 41 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%

42. Hotqua Activities 2008 www.hotqua.de 42 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

43. Hotqua Activities 2008 www.hotqua.de 43 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

44. Hotqua Activities 2008 www.hotqua.de 44 Hotel- & Restaurant Management Hotqua – DEHOGA Berlin Management course Satisfaction degree of the participants: 88% Photo: workshop participants on 01.12.08 in Berlin

45. Hotqua Activities 2008 www.hotqua.de 45 Quality Management course by DIN-EN-ISO 9001, 03-05.12.08 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)

46. Hotqua Activities 2008 www.hotqua.de 46 Complaints & telephone sale Deutscher Bundestag / Restaurant Dussmann In house training: complaints & telephone sale, Berlin, 08.12.08 Contentment degree of the participants: 91%

47. Hotqua Activities 2008 www.hotqua.de 47 How do I phone correctly? In house workshop: Albrechtshof Hotel, Berlin, 09.12.08 Satisfaction degree of the participants: 85% Photo: Workshop participants & reception manager, Ms. Annegret Franke (middle)

48. Hotqua Activities 2008 www.hotqua.de 48 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, 10.12.08

49. Hotqua Activities 2008 www.hotqua.de 49 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

50. Hotqua Activities 2008 www.hotqua.de 50 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, 19.12.08

51. Hotqua Activities 2008 www.hotqua.de 51 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 9001:2008 Photo: Mr. Frank Hägele, Berlin

52. Hotqua Activities 2008 www.hotqua.de 52 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

53. Hotqua Activities 2008 www.hotqua.de 53 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)