2006 hotqua - activities

20062006 HotquaHotqua - Activities - Activities

Hotqua Aktivitäten 2006Hotqua Aktivitäten 2006 www.hotqua.de www.hotqua.de 22

Implementation & Certification

Implementation Implementation workshop ISO 9001workshop ISO 9001

Satisfaction degree 88 %Satisfaction degree 88 %

Photo: employees from Photo: employees from the Tourism Office LTV -the Tourism Office LTV -Brandenburg and TAB Brandenburg and TAB (Tourismusakademie (Tourismusakademie Brandenburg), January Brandenburg), January 20062006


Online further education

Online/Quality representative Online/Quality representative

Satisfaction degree 100% Satisfaction degree 100%

Name of the participant: María-Name of the participant: María-Camila Luque from Bogotá, Camila Luque from Bogotá, Colombia, January 2006Colombia, January 2006

Online/Quality Manager ISO 9001Online/Quality Manager ISO 9001

Satisfaction degree: 91%Satisfaction degree: 91%

Photo: Silvio Ulrich, Hapag - Lloyd Photo: Silvio Ulrich, Hapag - Lloyd Expedition Cruises, January 2006 Expedition Cruises, January 2006


Quality Management Health

Quality Manager Workshop ISO 9001, Satisfaction Quality Manager Workshop ISO 9001, Satisfaction degree: 86%degree: 86%Auditor workshop ISO 9001, Satisfaction degree: 88%Auditor workshop ISO 9001, Satisfaction degree: 88%Photo: Takeda - group in the Hotel Herzogspark in Photo: Takeda - group in the Hotel Herzogspark in Herzogenaurach, Germany, January + February 2006Herzogenaurach, Germany, January + February 2006


Certification Audit Certification Audit DIN-EN-ISO 9001DIN-EN-ISO 9001

1. Photo: CCI –Xanthi, Grice, January 20061. Photo: CCI –Xanthi, Grice, January 2006

2. Photo: Bohemian Paradise, Turnov 20062. Photo: Bohemian Paradise, Turnov 2006

3. Congratulation! 3. Congratulation!


HoGa – Berlin

Workshop: Workshop: Service quality from the viewpoint of Service quality from the viewpoint of the restaurant & hotel gueststhe restaurant & hotel guests. (09.02.06). (09.02.06)

1. Photo: Restaurant employees1. Photo: Restaurant employees

2. Photo: hotel 2. Photo: hotel employeesemployees


Online – Workshop in Spanish Online – Workshop in Spanish language language

Hotqua-Workshop: Lead, guide, motivate

Photo: Cr. Ricardo Photo: Cr. Ricardo Kaufmann, Montevideo, Kaufmann, Montevideo, UruguayUruguay


HoGa – Berlin

Workshop: Workshop: Successful communication with the hotel and Successful communication with the hotel and restaurant guestsrestaurant guests

Satisfaction degree: 98% (07.03.06)Satisfaction degree: 98% (07.03.06)


Control audit ISO 9001/19011

Congratulation for the employees of the RA-Kanzlei Wutzke & Förster, Oldenburg, Germany

Satisfaction degree: 86% (February 2006)


ISO 9001 Certification in Bulgaria

ISO 9001 certification ISO 9001 certification of the of the Union of Union of Bulgarian Black Sea Bulgarian Black Sea Local Authorities, Local Authorities, Varna, BulgariaVarna, Bulgaria

Congratulation Congratulation

Photo: Varna Photo: Varna 25.03.0625.03.06


Hoga Berlin Sales Workshop in April 2006


In-House-Workshop: Service- Dietrich-Bonhoeffer-Hotel

Sarisfaction degree: 96% (20.04.06)

In-House-Workshop


In-House-Workshop

In-House-Workshop: Service quality from the Hotel & In-House-Workshop: Service quality from the Hotel & restaurant guests point of view: Berlin Hotel Hamburgrestaurant guests point of view: Berlin Hotel Hamburg

Satisfaction degree: 90%Satisfaction degree: 90%

Photo: employees of the Berlin Hotel Hamburg (24.04.06)Photo: employees of the Berlin Hotel Hamburg (24.04.06)


HoGa - BerlinHoGa - Berlin

Complaint management, satisfaction degree: Complaint management, satisfaction degree: 90% (08.05.06)90% (08.05.06)

Hygiene & Housekeeping, satisfaction degree: Hygiene & Housekeeping, satisfaction degree: 95% Hygiene und 94% housekeeping (01.06.06)95% Hygiene und 94% housekeeping (01.06.06)


In house further education

Professional sales in the restaurantProfessional sales in the restaurantSatisfaction degree of the participants: 95%Satisfaction degree of the participants: 95%Photo: Employees of the Hotels Sylter Hof Photo: Employees of the Hotels Sylter Hof Berlin, 06.06.06Berlin, 06.06.06


HoGa - Berlin

Service Quality Hotel / Restaurant, 03.07.06Service Quality Hotel / Restaurant, 03.07.06

Communication with the guests, 01.08.06Communication with the guests, 01.08.06

Satisfaction degree: 98% und 96% Satisfaction degree: 98% und 96%


NeurolingusticalNeurolingustical programmationprogrammation

In house workshop NLP

Satisfaction degree of the participants: very good (07-09.08.06)


Service Quality Standards Service Quality Standards

Introduction and control of the service quality standards in the Hotel Tourist, Chepelare, Bulgaria

June 2005 - August 2006


HoGa – Berlin (German Hotel & Restaurant Association)

Workshops; „Professional sales front office" and „Professional sales restaurant„ in Berlin, 04.09.06Satisfaction degree of the participants: 92% u. 87%


Quality Management Quality Management forfor Health Health

IntroductionIntroduction of a of a Quality Management Quality Management System System

Arztpraxis Dr. Th. Arztpraxis Dr. Th. FrankeFranke

Bautzen, 20.09.06Bautzen, 20.09.06


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


Marketing Marketing WorkshopWorkshop

Marketing Workshop Marketing Workshop in the German in the German Brazilian Chamber of Brazilian Chamber of Commerce and Commerce and IndustryIndustry

Photo: Puerto Alegre, Photo: Puerto Alegre, Brazil, 27.09.06Brazil, 27.09.06


Complaint Management

Workshop: Complaint ManagementWorkshop: Complaint Management

Satisfaction degree: 84% and 82%Satisfaction degree: 84% and 82%

Restaurant and hotel empmployees during the Restaurant and hotel empmployees during the workshop in Berlin (11.10.06)workshop in Berlin (11.10.06)


Quality Management

Quality management and preparation for the internal audit in the RA-Kanzlei W & F, in Frankfurt / OderSatisfaction degree of the participants was 99%, masured on 12.10.06


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%.


IDEQUA – Workshops

Quality Manager & Quality Manager & Auditor ISO 9001Auditor ISO 9001

SatisfactionSatisfaction degreedegree: : 96% (03.11.06)96% (03.11.06)

The The participantsparticipants comescomes fromfrom Hungaria, Hungaria, Romania and Romania and Germany Germany


Quality Management

GTZ Workshop: GTZ Workshop: Quality Management Quality Management ISO 9001ISO 9001

SatisfactionSatisfaction degreedegree: : 95% (11.11.06)95% (11.11.06)

Photo: Workshop Photo: Workshop participantsparticipants in in Sucevita, Bucovina, Sucevita, Bucovina, Romania Romania


Further Education

Training for the employees from the hotel "Dietrich-Bonhoeffer-Haus" Berlin Mitte & "Evangelische Bildungsstätte auf Schwanenwerder", Wannsee, Berlin (Photo 07.12.06)


ISO 9001:200 Implementation

Implementation of a QMS according to the 10- step model of Hotqua in the Tourism Association of Bucovina

InternalInternal Audit, Audit, 19.12.0619.12.06

2006 hotqua - activities

Documents

germany satisfaction

restaurantsatisfaction

restaurant hotel guests

hotel restaurant guests

hoga berlin sales workshop

auditor workshop iso

hotel tourist

hotel herzogspark