2009 Hotqua Activities January-June. Hotqua Aktivitäten 2009 2 Guests complaints & Phone selling,...
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Transcript of 2009 Hotqua Activities January-June. Hotqua Aktivitäten 2009 2 Guests complaints & Phone selling,...
2009
Hotqua Activities January-June
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 22
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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 33
QMS implementation acording DIN EN ISO 9001:2008
Berlin Plaza Hotel & Hotel Astoria, Hotelbetriebs- und Beratungsgesellschaft mbH, Knesebeckstraße 63, 10719 BerlinWorkshop following the 10 step system by HOTQUA Photo: Gert Orlich, Uta Ewert, Alexander Diecke, Daniel Schleider, 08.01.09
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 44
Quality Management ISO 9001:2008
Online course following the new Norm DIN EN ISO 9001:2008Contentment degree of the participant: 100%
Berlin, 20/29.01.09 + 03.02.09
Photo: Yvonne Berlanga Navarro (BMVBS)
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 55
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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 66
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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 77
Conflict managementDEHOGA – Hotqua - Kurs
Conflict reasons & kinds of conflicts Conditions of conflicts & conflict signs Mobbing & Big Mobbing TestConflict 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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 88
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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 99
QM – Implementation workshop
Implementation workshop in the medical practiceDr. med. Gerd MikulcakContentment degree of the participants : 95%Marienberg, 06-07.03.09 v.r.n.l. Gaby Drescher,
Jana Tallafuß, Petra Reuther, Stephanie Bertholdt
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 1010
Professional service & sales Hotel & Restaurant Dannenberg
In-house workshop about „professional service & sales“, 09.03.09
Contentment degree of the participants : 94%
Haus Dannenberg am See
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 1111
Correct phone calls & phone sales
DEHOGA - Berlin & Hotqua WorkshopBerlin 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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 1212
Internal audit according to ISO 9001
Implementation of a high-quality management system following DIN EN-ISO 9001:2008Internal Audit & Preparation of the certification audit following ISO 19011 & ISO 9001:2008Law firm W & F Potsdam Potsdam, 24.03.09
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 1313
Seminar for quality auditor following DIN EN-ISO 19011 & 9001
Online and presence - workshop with practical applications and official final examination by CERTQUALocation: DERAG Hotel Großer Kurfürst Berlin, 25 -27.03.09; Participants: Yvonne Berlanga Navarro, Frank Hägele and Lutz MallwitzContentment degree of the participants: 95%
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 1414
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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 1515
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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 1616
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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 1717
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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 1818
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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 1919
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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 2020
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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 2121
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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 2222
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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 2323
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 BerlinContentment 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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 2424
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 auditPotsdam, 05.05.09
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 2525
Housekeeping workshop
DEHOGA-HOTQUA Workshop: Housekeeping, 06.05.09 at the DERAG Hotel Großer KurfürstContentment 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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 2626
Personnel management H & R
DEHOGA – Berlin- Hotqua workshop about „Personnel management in Restaurants & Hotels“, on 08.05.09 in BerlinContentment 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
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100 Seminargestaltung
Themen
Referent
Unterricht
Praxis
U- Material
U – Methode
Getränke
Zufriedenheit
Durchschnitt
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 2727
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 / HACCPIn-house Training: Jugend Bildungsstätte Berlin - Konradshöhe e.V., on 25.05.09 in Berlin
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 2828
Internal Audit
Congratulations on the passed internal audit according to DIN-EN-ISO 9001:2008, chapter 8.2.2Berlin Plaza Hotel Hotelbetriebs- und Beratungsgesellschaft mbH, 27-28.05.09
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 2929
Guest complaints: Plaza/Astoria
In-house Workshop : guest complaints at the Berlin Plaza Hotel, 10.06.09Contentment degree of the participants: 90%Photos: participants of the Berlin Plaza Hotels & Hotel Astoria Berlin
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 3030
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 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 3131
Telephoning correctly
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
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März Juni
Seminargestaltung
Themen
Referent
Unterricht
Praxis
U- Material
U – Methode
Getränke
Zufriedenheit
Durchschnitt
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 3232
High-quality management course
High-quality management course according to DIN EN ISO 9000 FF for hotels and restaurantsContentment degree of the participants: 98%Photo: Bodo Blum, Restaurant Austria Berlin and Nicole Klemm, Parkhotel Blub Berlin,19.06.09 in BerlinCongratulations on the passed exams by CERTQUA
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 3333
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 9001:2008Contentment degree of the participants: 90%Photo: Employees of the Boardinghouse Heidelberg, on 26.06.09 in Heidelberg
Hotqua Aktivitäten 2009Hotqua Aktivitäten 2009 www.hotqua.de www.hotqua.de 3434
Guest complaints Inhouse workshop
„guest complaints“
Holiday Inn Berlin-Schönefeld Airport
Contentment degree of the participants: 95 %
Berlin, 30.06.09