2009 Hotqua Activities January-June

Guests complaints & Phone selling, In house course

Contentment degree of the participants: 95% Mercure Hotel & Residenz Checkpoint Charlie Berlin , 06.01.09 Photo: Julia Wohlmann, Hannah Sandforth, Lea Berk, Carolin Kleeberg Hotqua Aktivitäten 2009 www.hotqua.de 2

QMS implementation acording DIN EN ISO 9001:2008

Berlin Plaza Hotel & Hotel Astoria Berlin , Hotelbetriebs- und Beratungsgesellschaft mbH, Knesebeckstraße 63, 10719 Workshop following the 10 step system by HOTQUA Photo: Gert Orlich, Uta Ewert, Alexander Diecke, Daniel Schleider, 08.01.09

Hotqua Aktivitäten 2009 www.hotqua.de 3

Quality Management ISO 9001:2008

Online course following the new Norm DIN EN ISO 9001:2008 Contentment degree of the participant : 100% Berlin , 20/29.01.09 + 03.02.09

Photo: Yvonne Berlanga Navarro ( BMVBS ) Hotqua Aktivitäten 2009 www.hotqua.de 4

High-quality management in medical practices ISO 9001

Aim of the Workshops for doctors was to give an overview of high quality management Location: SPREE HOTEL BAUTZEN Bautzen , 24.01.09

Hotqua Aktivitäten 2009 www.hotqua.de 5

High-quality management in medical practices ISO 9001

Introduction workshop on quality management in medical practices according to ISO 9001 Location: Hotel Hilton Dresden Dresden , 30.01.09

Hotqua Aktivitäten 2009 www.hotqua.de 6

Conflict management

DEHOGA – Hotqua - Kurs Conflict reasons & kinds of conflicts Conditions of conflicts & conflict signs Mobbing & Big Mobbing Test Conflict strategies Participants: Alexander Diecke , Christoph Schmettau , Gregor Hoffmann , Ivonne Krause , Katja Pilop , Steffi Seeliger , Ulrike Schwab-Stramm Contentment degree of the participants: 92% Berlin , den 06.02.09

Hotqua Aktivitäten 2009 www.hotqua.de 7

QM – implementation workshop

Implementation of a quality management system according to DIN-EN-ISO 9001:2008 Wutzke & Förster, office Oldenburg Oldenburg , February to Marth 2009 Hotqua Aktivitäten 2009 www.hotqua.de 8

QM – Implementation workshop

Implementation workshop in the medical practice Dr. med. Gerd Mikulcak Contentment degree of the participants : 95% Marienberg , 06-07.03.09

Hotqua Aktivitäten 2009 v.r.n.l. Gaby Drescher, Jana Tallafuß, Petra Reuther, Stephanie Bertholdt www.hotqua.de 9

Professional service & sales Hotel & Restaurant Dannenberg I n-house workshop about „professional service & sales“, 09.03.09

Contentment degree of the participants : 94% Haus Dannenberg am See Hotqua Aktivitäten 2009 www.hotqua.de 10

Correct phone calls & phone sales

DEHOGA - Berlin & Hotqua Workshop Berlin 19.03.09 Contentment degree of the participants : 90% Participants: Anke Neubert , Elfi Riecke , Kathleen Radtki Nicole Sperner , Norman Pahlow , Tatyana Heß , Tom Horschig, Xandtra Junge Hotqua Aktivitäten 2009 www.hotqua.de 11

Internal audit according to ISO 9001

Implementation of a high-quality management system following DIN EN-ISO 9001:2008 Internal Audit & Preparation of the certification audit following ISO 19011 & ISO 9001:2008 Law firm W & F Potsdam Potsdam , 24.03.09

Hotqua Aktivitäten 2009 www.hotqua.de 12

Seminar for quality auditor following DIN EN-ISO 19011 & 9001 Online and presence - workshop with practical applications and official final examination by CERTQUA Location: DERAG Hotel Großer Kurfürst Berlin, 25 27.03.09; Participants: Yvonne Berlanga Navarro , Frank Hägele and Lutz Mallwitz Contentment degree of the participants: 95% Hotqua Aktivitäten 2009 www.hotqua.de 13

Internal audit according to ISO 9001

Carrying out the internal audit according to DIN EN-ISO 9001:2008 and preparation for the certification audit Societät Wutzke & Förster , Oldenburg , 31.03.09

Hotqua Aktivitäten 2009 www.hotqua.de 14

Guests complaints

DEHOGA & Hotqua Workshop about guest complaints, on 01.04.09 in Berlin Contentment degree of the participants: 96% Participants: Jenna Leide , Ute Canitz , Petra Hendrisiak , Heike Koitzsch , Susanne Petri Hotqua Aktivitäten 2009 www.hotqua.de 15

Complaint management

DEHOGA & Hotqua Workshop about complaint management, 03.04.09 in Berlin Contentment degree of the participants: 96% Participants: Carsten Reimuth, Jens Bartholomäus , Anke Rosenberg Hotqua Aktivitäten 2009 www.hotqua.de 16

Hygiene & work flows in the kitchen

Hygiene & work flows in the kitchen / HACCP on 08.04.09 for the company Liquidrom Berlin Contentment degree of the participants: 97% Photo: Ramona Paarmann, Sophie Schwab, Michael Kriegelstein, Franziska Gutsch, Maria Ebner Hotqua Aktivitäten 2009 www.hotqua.de 17

Service quality from the viewpoint of the guests, Berlin Plaza Hotel In-house workshop about service quality Practical application: hotel & restaurant test Contentment degree of the participants of the Hotel Astoria and Berlin Plaza Hotel : 90% Berlin , 15.04.09

Hotqua Aktivitäten 2009 www.hotqua.de 18

Certification audit

Certification audit on DIN-EN-ISO 9001:2008 in the Societät Wutzke & Förster Oldenburg Congratulations on the passed audit Oldenburg , 20.04.09

Hotqua Aktivitäten 2009 www.hotqua.de 19

Professional sale in service

In-House workshop on „professional sale in service“ Contentment degree of the participants: 90 % Brauhaus in Spandau / Berlin , 27.04.2009

Hotqua Aktivitäten 2009 www.hotqua.de 20

Service quality from the viewpoint of the guests / In House Training In House Training about “Service quality from the viewpoint of the guests” Hotel Astoria / Berlin Plaza Hotel, 28.04.09

Contentment degree of the participants: 92% Hotqua Aktivitäten 2009 www.hotqua.de 21

Social commitment

General meeting of the Tourism Association Berlin Reinickendorf e.V. Location: IBIS Hotel Berlin Airport Tegel Photo: Members & executive board (Sabine Kuls, Christian Garbrecht, Ursula Scheuerlein, Frank Höchsmann); Berlin, 30.04.09

Hotqua Aktivitäten 2009 www.hotqua.de 22

Hygiene & work flows in the kitchen following HACCP

DEHOGA-HOTQUA Workshop: Quality in the kitchen field considering the risk analysis and check of critical checkpoints / HACCP on 04.05.09 in Berlin Contentment degree of the participants: 95% Participating companies: Best Western Hotel President , Restaurant Austria , Play Off Holding GmbH , Wirtshaus Moorlake , Alte Dorfaue , DEHOGA Berlin , LVRLP , Hotel Morghenland Hotqua Aktivitäten 2009 www.hotqua.de 23

Certification audit ISO 9001

Certification audit according to DIN-EN-ISO 9001:2008 in the office Societät Wutzke & Förster in Potsdam / Büro Dr. Wenzel Congratulations on the passed audit Potsdam , 05.05.09

Hotqua Aktivitäten 2009 www.hotqua.de 24

Housekeeping workshop

DEHOGA-HOTQUA Workshop: Housekeeping, 06.05.09 at the DERAG Hotel Großer Kurfürst Contentment degree of the participants: 98% Participating companies: Holiday Inn, Berlin Schönefeld Airport , , Hotel OTTO , Schönhauser 103 , Kongresshotel Potsdam , Best Western Parkhotel Branitz & Spa , LVRLP , Best Western Premier Marina Wolfsbruch GmbH Hotqua Aktivitäten 2009 www.hotqua.de 25

Personnel management H & R

100 98 96 94 92 90 88

Seminargestaltung Themen Referent Unterricht Praxis U- Material U – Methode Getränke Zufriedenheit DEHOGA – Berlin Hotqua workshop about „Personnel management in Restaurants & Hotels“, on 08.05.09 in Berlin Contentment degree of the participants : 98% Photo: Janine Lange (Service manager) and Silvia Timm (Personnel manager), both from Kongresshotel Potsdam and Carsten Reimuth (deputy director) Alsterhof Berlin Hotqua Aktivitäten 2009 www.hotqua.de 26

Hygiene & work flows in the kitchen according to HACCP

Hotqua – Workshop : Quality in the kitchen field considering the risk analysis and check of critical checkpoints / HACCP In-house Training: Jugend Bildungsstätte Berlin Konradshöhe e.V

., on 25.05.09 in Berlin Hotqua Aktivitäten 2009 www.hotqua.de 27

Internal Audit

Congratulations on the passed internal audit according to DIN-EN-ISO 9001:2008 , chapter 8.2.2

Berlin Plaza Hotel Hotelbetriebs- und Beratungsgesellschaft mbH, 27-28.05.09 Hotqua Aktivitäten 2009 www.hotqua.de 28

Guest complaints: Plaza/Astoria

In-house Workshop : guest complaints at the Berlin Plaza Hotel, 10.06.09

Contentment degree of the participants: 90% Photos: participants of the Berlin Plaza Hotels & Hotel Astoria Berlin Hotqua Aktivitäten 2009 www.hotqua.de 29

High-quality management according to DIN in EN ISO 9001:2008 for medical practices Medical practice of Dr. med. Thomas Damm & Grit Damm Implementation workshop I + II Contentment degree of the participants: 96% Photo: participants Chemnitz , 13.06.09

Hotqua Aktivitäten 2009 www.hotqua.de 30

Telephoning correctly

95 90 85 80 75 70 März Juni

Seminargestaltung Themen Referent Unterricht Praxis U- Material U – Methode Getränke Zufriedenheit Durchschnitt Correct telephoning & phone sales, Workshop 16.06.09 at the Berlin Plaza Hotel Contentment degree of the participants: 85% Photo: Katja Rönsch, Hollywood Media Hotel Berlin ; Sindy Schimpf, Halali Restaurant Wannsee Berlin , Manuela Frenzel, Junker ´s Hotel Berlin Hotqua Aktivitäten 2009 www.hotqua.de 31

High-quality management course

High-quality management course according to DIN EN ISO 9000 FF for hotels and restaurants Contentment degree of the participants: 98% Photo: Bodo Blum, Restaurant Austria Berlin and Nicole Klemm, Parkhotel Blub Berlin ,19.06.09 in Berlin Congratulations on the passed exams by CERTQUA Hotqua Aktivitäten 2009 www.hotqua.de 32

High quality management according to DIN EN ISO 9001:2008

Implementation workshops with the purpose of introducing the internationally acknowledged QM system according to ISO 9001:2008 Contentment degree of the participants: 90% Photo: Employees of the Boardinghouse Heidelberg , on 26.06.09 in Heidelberg Hotqua Aktivitäten 2009 www.hotqua.de 33

Guest complaints

Inhouse workshop „guest complaints“ Holiday Inn Berlin Schönefeld Airport Contentment degree of the participants: 95 % Berlin , 30.06.09

Hotqua Aktivitäten 2009 www.hotqua.de 34