1. 2006 Hotqua - Activities

2. Hotqua Aktivitäten 2006 www.hotqua.de 2 Implementation & Certification Implementation workshop ISO 9001 Satisfaction degree 88 % Photo: employees from the Tourism Office LTV - Brandenburg and TAB (Tourismusakademie Brandenburg), January 2006

3. Hotqua Aktivitäten 2006 www.hotqua.de 3 Online further education Online/Quality representative Satisfaction degree 100% Name of the participant: María- Camila Luque from Bogotá, Colombia, January 2006 Online/Quality Manager ISO 9001 Satisfaction degree: 91% Photo: Silvio Ulrich, Hapag - Lloyd Expedition Cruises, January 2006 Photo: Silvio Ulrich, Hapag - Lloyd Expedition Cruises, January 2006

4. Hotqua Aktivitäten 2006 www.hotqua.de 4 Quality Management Health Quality Manager Workshop ISO 9001, Satisfaction degree: 86% Auditor workshop ISO 9001, Satisfaction degree: 88% Photo: Takeda - group in the Hotel Herzogspark in Herzogenaurach, Germany, January + February 2006

5. Hotqua Aktivitäten 2006 www.hotqua.de 5 Certification Audit DIN-EN-ISO 9001 1. Photo: CCI –Xanthi, Grice, January 2006 2. Photo: Bohemian Paradise, Turnov 2006 3. Congratulation!

6. Hotqua Aktivitäten 2006 www.hotqua.de 6 HoGa – Berlin Workshop: Service quality from the viewpoint of the restaurant & hotel guests. (09.02.06) 1. Photo: Restaurant employees 2. Photo: hotel employees

7. Hotqua Aktivitäten 2006 www.hotqua.de 7 Online – Workshop in Spanish language Hotqua-Workshop: Lead, guide, motivate Photo: Cr. Ricardo Kaufmann, Montevideo, Uruguay

8. Hotqua Aktivitäten 2006 www.hotqua.de 8 HoGa – Berlin Workshop: Successful communication with the hotel and restaurant guests Satisfaction degree: 98% (07.03.06)

9. Hotqua Aktivitäten 2006 www.hotqua.de 9 Control audit ISO 9001/19011 Congratulation for the employees of the RA- Kanzlei Wutzke & Förster, Oldenburg, Germany Satisfaction degree: 86% (February 2006)

10. Hotqua Aktivitäten 2006 www.hotqua.de 10 ISO 9001 Certification in Bulgaria ISO 9001 certification of the Union of Bulgarian Black Sea Local Authorities, Varna, Bulgaria Congratulation Photo: Varna 25.03.06

11. Hotqua Aktivitäten 2006 www.hotqua.de 11 Hoga Berlin Sales Workshop in April 2006

12. Hotqua Aktivitäten 2006 www.hotqua.de 12 In-House-Workshop: Service- Dietrich-Bonhoeffer-Hotel Sarisfaction degree: 96% (20.04.06) In-House-Workshop

13. Hotqua Aktivitäten 2006 www.hotqua.de 13 In-House-Workshop In-House-Workshop: Service quality from the Hotel & restaurant guests point of view: Berlin Hotel Hamburg Satisfaction degree: 90% Photo: employees of the Berlin Hotel Hamburg (24.04.06)

14. Hotqua Aktivitäten 2006 www.hotqua.de 14 HoGa - Berlin Complaint management, satisfaction degree: 90% (08.05.06) Hygiene & Housekeeping, satisfaction degree: 95% Hygiene und 94% housekeeping (01.06.06)

15. Hotqua Aktivitäten 2006 www.hotqua.de 15 In house further education Professional sales in the restaurant Satisfaction degree of the participants: 95% Photo: Employees of the Hotels Sylter Hof Berlin, 06.06.06

16. Hotqua Aktivitäten 2006 www.hotqua.de 16 HoGa - Berlin Service Quality Hotel / Restaurant, 03.07.06 Communication with the guests, 01.08.06 Satisfaction degree: 98% und 96% Satisfaction degree: 98% und 96%

17. Hotqua Aktivitäten 2006 www.hotqua.de 17 Neurolingustical programmation In house workshop NLP Satisfaction degree of the participants: very good (07-09.08.06)

18. Hotqua Aktivitäten 2006 www.hotqua.de 18 Service Quality Standards Introduction and control of the service quality standards in the Hotel Tourist, Chepelare, Bulgaria June 2005 - August 2006

19. Hotqua Aktivitäten 2006 www.hotqua.de 19 HoGa – Berlin (German Hotel & Restaurant Association) Workshops; „Professional sales front office" and „Professional sales restaurant„ in Berlin, 04.09.06 Satisfaction degree of the participants: 92% u. 87%

20. Hotqua Aktivitäten 2006 www.hotqua.de 20 Quality Management for Health Introduction of a Quality Management System Arztpraxis Dr. Th. Franke Bautzen, 20.09.06

21. Hotqua Aktivitäten 2006 www.hotqua.de 21 Workshops & Service Quality Tourism Workshop in Bucharest, Romania Photo: Workshop participants, 08.09.06 Service Quality Barometer & Service Quality Standards Black Sea Business Centre President, 13.09.06

22. Hotqua Aktivitäten 2006 www.hotqua.de 22 Marketing Workshop Marketing Workshop in the German Brazilian Chamber of Commerce and Industry Photo: Puerto Alegre, Brazil, 27.09.06

23. Hotqua Aktivitäten 2006 www.hotqua.de 23 Complaint Management Workshop: Complaint Management Satisfaction degree: 84% and 82% Restaurant and hotel empmployees during the workshop in Berlin (11.10.06)

24. Hotqua Aktivitäten 2006 www.hotqua.de 24 Quality Management Quality management and preparation for the internal audit in the RA-Kanzlei W & F, in Frankfurt / Oder Satisfaction degree of the participants was 99%, masured on 12.10.06

25. Hotqua Aktivitäten 2006 www.hotqua.de 25 Sales workshops Sales workshops in Prenzlau/TMU(24.10.06) and Berlin/BA-Reinickendorf (25.10.06) The satisfaction degree was in Prenzlau 91% and in Reinickendorf 76%.

26. Hotqua Aktivitäten 2006 www.hotqua.de 26 IDEQUA – Workshops Quality Manager & Auditor ISO 9001 Satisfaction degree: 96% (03.11.06) The participants comes from Hungaria, Romania and Germany

27. Hotqua Aktivitäten 2006 www.hotqua.de 27 Quality Management GTZ Workshop: Quality Management ISO 9001 Satisfaction degree: 95% (11.11.06) Photo: Workshop participants in Sucevita, Bucovina, Romania

28. Hotqua Aktivitäten 2006 www.hotqua.de 28 Further Education Training for the employees from the hotel "Dietrich- Bonhoeffer-Haus" Berlin Mitte & "Evangelische Bildungsstätte auf Schwanenwerder", Wannsee, Berlin (Photo 07.12.06)

29. Hotqua Aktivitäten 2006 www.hotqua.de 29 ISO 9001:200 Implementation Implementation of a QMS according to the 10- step model of Hotqua in the Tourism Association of Bucovina Internal Audit, 19.12.06