Transcript Hotqua activities 2008

2008
Hotqua – Activities
Hotqua Activities 2008
www.hotqua.de
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Quality Representative & Manager
Matthias Pötzsch,
swiss, online course
participant for the
workshops „Quality
representative“ &
„Quality manager“ by
ISO 9001
January to May 2008
Hotqua Activities 2008
Congratulations for
the succeeded exams
by DIN EN-ISO 9001
CERTQUA (DIHK,
BDA, ZDH, WK)
Exam
www.hotqua.de
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Service - Quality - Workshop
Contentment degree of the participants:
86% (restaurant employees) and
97% (hotel employees)
DEHOGA Berlin – Hotqua course, 14.01.08
Hotqua Activities 2008
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Communication with guests
DEHOGA Berlin –
Hotqua course
Communication
workshop in Berlin,
04.02.08
Contentment degree
of the participants:
100%
Hotqua Activities 2008
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Conflict Management
DEHOGA – Hotqua - Course, Berlin, 08.02.08
Contentment degree of the participants :
92%
Hotqua Activities 2008
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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
Hotqua Activities 2008
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Professional sales in service
department
DEHOGA Berlin –
Hotqua workshop
Professional sales in
service department
Contentment degree
of the participants:
97%
Berlin, 03.03.08
Hotqua Activities 2008
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Professional sale in hotels
DEHOGA Berlin – Hotqua workshop
Professional sale in hotels
Contentment degree of the participants: 90%
Berlin, 03.03.08
Hotqua Activities 2008
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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)
Hotqua Activities 2008
www.hotqua.de
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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 2008
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Guests complaints
DEHOGA Berlin –
Hotqua workshop
about guests
complaints
Contentment degree
of the participants:
95%
Berlin, 01.04.08
Hotqua Activities 2008
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Sales & communication
In-house workshop, 02-03.04.08
Contentment degree of the participants : 92%
Mercure Hotel & Residence Berlin Checkpoint
Charlie
Hotqua Activities 2008
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Quality Auditor ISO 9001
Quality auditor workshop by
ISO 9001 for hotel &
tourism companies
Tourism Association Banat,
Timisoara, RO,17.04.08
Hotqua Activities 2008
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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
Hotqua Activities 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
www.hotqua.de
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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
Hotqua Activities 2008
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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
Hotqua Activities 2008
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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
Hotqua Activities 2008
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Service - Quality & SQ-Barometer
APT Bucovina, Romania
APT Bucovina
Inima Bucovinei
Parador Turistic Bucovina
Suceava, 22.05.08
Hotqua Activities 2008
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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 2008
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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
Hotqua Activities 2008
www.hotqua.de
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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
Hotqua Activities 2008
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Quality Management Support
Firm of solicitors Wutzke & Förster,
Frankfurt Oder, June 2008
Quality Management optimization
Preparation of the intern & extern audit
Hotqua Activities 2008
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Successful communication with
hotel guests
Inhouse – training in the „Naturhotel DIE
ARCHE“
Contentment degree of the participants: 92%
Zislow, den 05.08.08
Hotqua Activities 2008
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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
Hotqua Activities 2008
www.hotqua.de
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High-quality management for
medical practices
Implementation of a
quality management
system acording DINEN-ISO 9001:2000
Medical practice of
Dipl. med. Alexander
Kutscherskij
Photo: Employees
Berlin, 09.09.08
Hotqua Activities 2008
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Successful communication with
hotel guests
98
97
96
95
94
93
92
91
90
89
Seminargestaltung
Themen
Referent
Unterricht
Praxis
U- Material
U – Methode
Getränke
Zufriedenheit
Zufriedenheitsgrad
Durchschnitt
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
Hotqua Activities 2008
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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
Hotqua Activities 2008
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Hygiene & work flows in the
kitchen by HACCP
Inhouse Workshop HACCP
Contentment degree of the
participants: 99%
Hotel Bel Ahr Berlin, 12.09.08
Hotqua Activities 2008
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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 2008
www.hotqua.de
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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
Hotqua Activities 2008
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Haus Dannenberg am See
Gestaltung
100
Themen
Referent
95
Dynamisch
Praxis
90
Material
Methoden
85
Pausen
Auswertung
Zufrieden
Durchschnitt
Inhouse training: Guests complaints
Contentment degree of the participants: 96%
Photo: Dannenberg Family,
Berlin / Heiligensee, 23.09.08
Hotqua Activities 2008
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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
Hotqua Activities 2008
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Guests complaints
98
Gestaltung
96
Themen
Referent
94
Unterricht
92
Praxis
90
U- Material
88
U – Methode
86
Getränke
84
Zufriedenheit
Zufriedenheitsgrad, 07.10.08
Durchschnitt
DEHOGA / Hotqua workshop
Contentment degree of the participants: 92%
Location: IKK Berlin - Brandenburg
Photo: workshop participants, 07.10.08 Berlin
Hotqua Activities 2008
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Complaint management
DEHOGA / Hotqua workshop
Contentment degree of the participants: 87%
Location: IKK Berlin - Brandenburg
Photo: workshop participants, 09.10.08 Berlin
Hotqua Activities 2008
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(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 2008
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Hygiene & work flows in the kitchen
HACCP,
/
03.11.08 Berlin, Hotqua -DEHOGA, contentment degree 96%
Se minarge staltung
100
98
96
94
92
90
88
86
84
82
The me n
Re fe re nt
Unte rricht
Praxis
U- M ate rial
U – M e thode
Ge tränke
Zufrie de nhe it
Zufrie de nhe itsgrad
Hotqua Activities 2008
www.hotqua.de
Durchschnitt
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Housekeeping / cleaning quality
Hotqua - DEHOGA Berlin Workshop, 05.11.08
Location:Mercure Hotel Checkpoint Charlie
Contentment degree of the participants: 93%
Hotqua Activities 2008
www.hotqua.de
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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%
Hotqua Activities 2008
www.hotqua.de
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Efficient management technics
Inhouse course, Brauhaus Lemke, 10.11.08, contentment degree: 92%
Hotqua Activities 2008
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Housekeeping
Hotqua - DEHOGA Berlin additional workshop on
12.11.08 at the Mercure Hotel Checkpoint Charlie
Contentment degree of the participants: 97%
Hotqua Activities 2008
www.hotqua.de
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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%
Hotqua Activities 2008
www.hotqua.de
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Online courses: Quality Representative
& Management by ISO 9001
Quality Representative by DINEN-ISO 9001 (Nov. 08)
Quality Management by DINEN-ISO 9001 (Dez. 08)
Participants: Susanne
Höchsmann, student and Ertan
Argüt, hotel & restauant
employee
Satisfaction degree: 100%
Photo: Ertan Argüt, Nov. 2008
Hotqua Activities 2008
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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
Hotqua Activities 2008
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Hotel- & Restaurant Management
100
80
60
40
20
0
Seminargestaltung
Themen
Referent
Unterricht
Praxis
U- Material
U – Methode
Getränke
Zufriedenheit
Durchschnitt
Hotqua – DEHOGA Berlin Management course
Satisfaction degree of the participants: 88%
Photo: workshop participants on 01.12.08 in
Berlin
Hotqua Activities 2008
www.hotqua.de
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Quality Management course by
DIN-EN-ISO 9001, 03-05.12.08
Seminargestaltung
Themen
Referent
Unterricht
Praxis
U- Material
U – Methode
Verpflegung
Zufriedenheit
Durchschnitt
100
98
96
94
92
90
88
86
84
82
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 2008
www.hotqua.de
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Complaints & telephone sale
Deutscher Bundestag / Restaurant Dussmann
In house training: complaints & telephone sale,
Berlin, 08.12.08
Contentment degree of the participants: 91%
Hotqua Activities 2008
www.hotqua.de
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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)
Hotqua Activities 2008
www.hotqua.de
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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
Hotqua Activities 2008
www.hotqua.de
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Online course: Quality
Representative by ISO 9001:2000
Cartagena
de Indias,
Colombia
Xavier Hernán Duran Leon
Andrés Felipe Luque Lozano
Online course start: December 2008
Online course end: January 2009
Hotqua Activities 2008
www.hotqua.de
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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
Hotqua Activities 2008
www.hotqua.de
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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
Hotqua Activities 2008
www.hotqua.de
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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 2008
www.hotqua.de
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Thank you
We thank all partners
& all colleagues for
constructive
cooperation
We whish you a
successful new year
2009
Berlin, Dec. 2008
Hotqua Activities 2008
Photo: Arnold Klingeis (RO),
Frank Höchsmann (DE),
Aleš Hozdecký (CZ)
www.hotqua.de
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