1. 2009 Hotqua Activities January-June

2. Hotqua Aktivitäten 2009 www.hotqua.de 2 Guests complaints & Phone selling, In house course Contentment degree of the participants: 95% Mercure Hotel & Residenz Checkpoint Charlie BerlinBerlin, 06.01.09 Photo: Julia Wohlmann, Hannah Sandforth, Lea Berk, Carolin Kleeberg

3. Hotqua Aktivitäten 2009 www.hotqua.de 3 QMS implementation acording DIN EN ISO 9001:2008 Berlin Plaza Hotel Berlin Plaza Hotel & Hotel Astoria, Hotelbetriebs- und Beratungsgesellschaft mbH, Knesebeckstraße 63, 10719 BerlinHotel AstoriaHotelbetriebs- und Beratungsgesellschaft mbH, Knesebeckstraße 63, 10719 Berlin Workshop following the 10 step system by HOTQUAHOTQUA Photo: Gert Orlich, Uta Ewert, Alexander Diecke, Daniel Schleider, 08.01.09

4. Hotqua Aktivitäten 2009 www.hotqua.de 4 Quality Management ISO 9001:2008 Online course following the new Norm DIN EN ISO 9001:2008 Contentment degree of the participant : 100% BerlinBerlin, 20/29.01.09 + 03.02.09 Photo: Yvonne Berlanga Navarro (BMVBS)BMVBS

5. Hotqua Aktivitäten 2009 www.hotqua.de 5 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 BAUTZENSPREE HOTEL BAUTZEN BautzenBautzen, 24.01.09

6. Hotqua Aktivitäten 2009 www.hotqua.de 6 High-quality management in medical practices ISO 9001 Introduction workshop on quality management in medical practices according to ISO 9001 Location: Hotel Hilton DresdenHotel Hilton Dresden DresdenDresden, 30.01.09

7. Hotqua Aktivitäten 2009 www.hotqua.de 7 Conflict management DEHOGA – Hotqua - Kurs DEHOGAHotqua 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 Alexander Diecke Christoph SchmettauGregor HoffmannIvonne KrauseKatja PilopSteffi SeeligerUlrike Schwab-Stramm Contentment degree of the participants: 92% BerlinBerlin, den 06.02.09

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

9. Hotqua Aktivitäten 2009 www.hotqua.de 9 QM – Implementation workshop Implementation workshop in the medical practice Dr. med. Gerd Mikulcak Dr. med. Gerd Mikulcak Contentment degree of the participants : 95% MarienbergMarienberg, 06-07.03.09 v.r.n.l. Gaby Drescher, Jana Tallafuß, Petra Reuther, Stephanie Bertholdt

10. Hotqua Aktivitäten 2009 www.hotqua.de 10 Professional service & sales Hotel & Restaurant Dannenberg In-house workshop about professional service & sales, 09.03.09n-house workshop Contentment degree of the participants : 94% Haus Dannenberg am See

11. Hotqua Aktivitäten 2009 www.hotqua.de 11 Correct phone calls & phone sales DEHOGA - Berlin DEHOGA - Berlin & Hotqua WorkshopHotqua Workshop BerlinBerlin 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 JungeAnke NeubertElfi RieckeKathleen Radtki Nicole SpernerNorman PahlowTatyana HeßTom Horschig,Xandtra Junge

12. Hotqua Aktivitäten 2009 www.hotqua.de 12 Internal audit according to ISO 9001 Implementation of a high-quality management system following DIN EN-ISO 9001:2008 Internal Audit Internal Audit & Preparation of the certification audit following ISO 19011 & ISO 9001:2008 Law firm W & F Potsdam W & F Potsdam PotsdamPotsdam, 24.03.09

13. Hotqua Aktivitäten 2009 www.hotqua.de 13 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 MallwitzYvonne Berlanga NavarroFrank Hägele Lutz Mallwitz Contentment degree of the participants: 95%

14. Hotqua Aktivitäten 2009 www.hotqua.de 14 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 Societät Wutzke & Förster, Oldenburg, 31.03.09Oldenburg

15. Hotqua Aktivitäten 2009 www.hotqua.de 15 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 PetriJenna Leide Ute CanitzPetra HendrisiakHeike KoitzschSusanne Petri

16. Hotqua Aktivitäten 2009 www.hotqua.de 16 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 RosenbergJens BartholomäusAnke Rosenberg

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

18. Hotqua Aktivitäten 2009 www.hotqua.de 18 Service quality from the viewpoint of the guests, Berlin Plaza Hotel In-house workshop In-house workshop about service quality Practical application: hotel & restaurant testhotel restaurant test Contentment degree of the participants of the Hotel Astoria and Berlin Plaza Hotel: 90%Hotel AstoriaBerlin Plaza Hotel BerlinBerlin, 15.04.09

19. Hotqua Aktivitäten 2009 www.hotqua.de 19 Certification audit Certification audit on DIN-EN-ISO 9001:2008 in the Societät Wutzke & Förster Oldenburg Societät Wutzke & Förster Congratulations on the passed audit OldenburgOldenburg, 20.04.09

20. Hotqua Aktivitäten 2009 www.hotqua.de 20 Professional sale in service In-House workshop on professional sale in service Contentment degree of the participants: 90 % Brauhaus in Spandau Brauhaus in Spandau / Berlin, 27.04.2009Berlin

21. Hotqua Aktivitäten 2009 www.hotqua.de 21 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, 28.04.09AstoriaPlaza Contentment degree of the participants: 92%

22. Hotqua Aktivitäten 2009 www.hotqua.de 22 Social commitment General meeting of the Tourism Association Berlin - Reinickendorf e.V. Location: IBIS Hotel Berlin Airport TegelIBIS Hotel Berlin Airport Tegel Photo: Members & executive board (Sabine Kuls, Christian Garbrecht, Ursula Scheuerlein, Frank Höchsmann); Berlin, 30.04.09

23. Hotqua Aktivitäten 2009 www.hotqua.de 23 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 MorghenlandBest Western Hotel PresidentRestaurant AustriaPlay Off Holding GmbHWirtshaus MoorlakeAlte Dorfaue DEHOGA BerlinLVRLPHotel Morghenland

24. Hotqua Aktivitäten 2009 www.hotqua.de 24 Certification audit ISO 9001 Certification auditCertification audit according to DIN-EN-ISO 9001:2008 in the office Societät Wutzke & Förster in Potsdam / Büro Dr. WenzelSocietät Wutzke & Förster Congratulations on the passed audit PotsdamPotsdam, 05.05.09

25. Hotqua Aktivitäten 2009 www.hotqua.de 25 Housekeeping workshop DEHOGA-HOTQUA Workshop: Housekeeping, 06.05.09 at the DERAG Hotel Großer KurfürstDERAG 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 GmbHHoliday Inn, Berlin-Schönefeld AirportHotel OTTOSchönhauser 103Kongresshotel PotsdamBest Western Parkhotel Branitz & SpaLVRLP Best Western Premier Marina Wolfsbruch GmbH

26. Hotqua Aktivitäten 2009 www.hotqua.de 26 Personnel management H & R DEHOGADEHOGA – Berlin- Hotqua workshop about Personnel management in Restaurants & Hotels, on 08.05.09 in BerlinBerlinHotqua 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 BerlinKongresshotel PotsdamAlsterhof Berlin

27. Hotqua Aktivitäten 2009 www.hotqua.de 27 Hygiene & work flows in the kitchen according to HACCP Hotqua – WorkshopHotqua – 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 BerlinJugend Bildungsstätte Berlin - Konradshöhe e.VBerlin

28. Hotqua Aktivitäten 2009 www.hotqua.de 28 Internal Audit Congratulations on the passed internal audit according to DIN-EN-ISO 9001:2008, chapter 8.2.2DIN-EN-ISO 9001:2008 Berlin Plaza Hotel Berlin Plaza Hotel Hotelbetriebs- und Beratungsgesellschaft mbH, 27-28.05.09

29. Hotqua Aktivitäten 2009 www.hotqua.de 29 Guest complaints: Plaza/Astoria In-house Workshop In-house Workshop : guest complaints at the Berlin Plaza Hotel, 10.06.09guest complaints Contentment degree of the participants: 90% Photos: participants of the Berlin Plaza Hotels & Hotel Astoria BerlinBerlin Plaza Hotels Hotel Astoria Berlin

30. Hotqua Aktivitäten 2009 www.hotqua.de 30 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 ChemnitzChemnitz, 13.06.09

31. Hotqua Aktivitäten 2009 www.hotqua.de 31 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 BerlinHollywood Media Hotel BerlinHalali Restaurant Wannsee BerlinJunker´s Hotel Berlin

32. Hotqua Aktivitäten 2009 www.hotqua.de 32 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 BerlinRestaurant Austria Berlin Parkhotel Blub BerlinBerlin Congratulations on the passed exams by CERTQUACERTQUA

33. Hotqua Aktivitäten 2009 www.hotqua.de 33 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 HeidelbergBoardinghouse HeidelbergHeidelberg

34. Hotqua Aktivitäten 2009 www.hotqua.de 34 Guest complaints Inhouse workshop guest complaints guest complaints Holiday Inn Berlin- Schönefeld AirportHoliday Inn Berlin- Schönefeld Airport Contentment degree of the participants: 95 % Berlin, 30.06.09Berlin