Audit- Preparation- Workshop- Quality management according to ISO 9001

QM Audit Preparation Workshop 

  1. Quality management manual
  2. Documented procedures
  3. Documented processes 
  4. QM Documents 
  5. QM Checklists
  6. QM Forms 
  7. QM Lists 

Satisfaction of the participants: 94

Sustainability & Environmental Protection

In-house training on sustainability:

  1. What is sustainability and environmental protection
  2. The three pillars of sustainability
  3. Global sustainability goals
  4. Guiding principles of sustainability
  5. Fields of action of sustainability
  6. Contents of a sustainability report
  7. Conclusions and recommendations

Degree of satisfaction of the participants: 90%. 

Hygiene management according to HACCP

In-house training at the Hotel Stadt Löbau on the topic 

Hygiene management according to HACCP / HACCP made easy

Contents of the training:

  • Kitchen hygiene – requirements according to law
  • Infection Protection Act and allergen training
  • Work processes and work instructions according to HACCP[1]
  • Checklists as a tool for HACCP verification
  • Analysis of online kitchen tests

Satisfaction level of participants: 86%

 


[1] Hazard Analysis Critical Control Points / Risiko Analyse Kritischer Kontroll-Punkte

Marketing Basic Course

In-house training at the wellness and conference hotel centrovital on the topic 

Marketing Basic Course / Introductory Course Marketing concept for hotels 

  • Contents of the training:
  • Market Information & Market Analysis
  • Market Trends & Market Forecast
  • Marketing Goals & Marketing Strategies
  • Offline and online marketing

Satisfaction level of participants: 92%

 

Code of conduct for trainees

DEHOGA training for trainees on the topic

Style and etiquette / HoGa Knigge 

Contents of the training:

  • Good behavior: What is contemporary?
  • Greeting and salutation: Exercise
  • Appearance and attitude: Exercise
  • Manners and rules of communication
  • Style and etiquette in the hotel and restaurant

Satisfaction level of participants: 97%

 

Quality Manager according to DIN EN ISO 9001

Inhouse training workshop on the topic 

Quality Manager according to DIN EN ISO 9001 in

Hamburg, from 26-29.09.2022, with examination and

official certificate of CERTQUA (DIHK)

Contents of the training:

  • Contents of ISO 9000 ff
  • Business Process Management
  • Auditing of service providers
  • ISO vs. TQM / EFQM
  • QM documentation for service providers

Satisfaction level of participants: 97%

HACCP In House training

City and Wellness Hotel centrovital Berlin Spandau

The following topics were dealt with:

HACCP made easy - Short introduction 

Discussion of the monthly hygiene checks by HOTQUA:

  • Order, cleanliness, cleaning plan
  • Cooling equipment
  • Fly screens
  • Trash can with lid
  • Work surfaces, cutting boards
  • Tools, utensils
  • Shelves, shelves
  • Lighting
  • Drain
  • Washbasin

Correct telephony / guest-oriented telephone behaviour

Inhousetraining 4* S Wellness- &Stadt-Hotel centrovital in Berlin Spandau 

Correct telephony / guest-oriented telephone behaviour

Contents of the training:

  • Making phone calls as a business card: exercises
  • Phone rhetoric and phone etiquette
  • Telephone conversation techniques and tips
  • Data protection and problem areas
  • The official alphabet of letters: exercises
  • Level of satisfaction of training participants: 95%
  • Photo: Fotolia and Luise Guesgen

Rules of conduct in the hotel and restaurant

Inhousetraining 4* S Hotel centrovital in Berlin Spandau 

HoGa-Knigge / Rules of conduct in the hotel and restaurant

Contents of the training:

Good behavior: What is contemporary?
Greeting and salutation: Exercise
Appearance and attitude: exercise
Manners and communication rules
Style and etiquette in the hotel and restaurant
Photo: Dana Tentis 

Guest Complaints & Complaints

Inhouse Training into the Wellness- &Stadt-Hotel centrovital Berlin Spandau 

Contents of the training:

  • Guest expectations in case of complaints
  • Justified & unjustified complaints
  • Conduct professional complaint discussions
  • Complaint avoidance tools and recommendations
  • Participant satisfaction rate: 97%
  • Photo: Pixabay 

Rhetoric & Communication

Inhouse Training 4* S Wellness & City Hotel centrovital, BerlinSpandau 

Rhetoric & Communication

Contents of the training:

  • Rhetoric as a success factor
  • Rhetoric and communication
  • Rhetoric techniques and instruments
  • Speech phases and speech structure
  • Rhetoric exercises and recommendations
  • Photo: F. Höchsmann
  • Participant satisfaction rate: 98%

Quality management audit preparation according to ISO 9001

Quality management according to ISO 9001:2015

Training of employees
Internal document review
Internal audit 
Management review
Internal Audit Report 
Fixes and improvements
Preparation for the 2nd surveillance audit 
Photo: F. Höchsmann (employee of Marc Welch)

Cornell Lodging Outlook Berlin

3rd Cornell Lodging Outlook Berlin

Friday, 01 July 2022 - 2.30 pm until 7.00 pm
Hotel Adlon Kempinski Berlin
VISION. Hospitality. Leadership

Agenda: Andreas Martin  - Moderation 
2.30 pm   Welcome Coffee

3.00 pm  Vision. Hospitality. Leadership.
Gabriele Maessen, CHS German Chapter President

3.10 pm Market Analysis (in English) 
Jakub Klimczak, STR und Niels Schroeder, Fairmas 

Foto: F. Höchsmann

3.30 pm The Great Resignation: Where is the leadership we need in challenging times?
Michael Nowlis, University of Cambridge

5 minutes of fame dailypoint™ - Premium Sponsor

4.40 pm Führung mit Haltung (in German) 
Friedrich W. Niemann (MCH) im Gespräch mit Cristina Bastian (PRessence)

5.30 pm Panel Discussion: Female Leadership 2022 (in German) 
Karin Teichmann, Geschäftsführerin EUREF AG | EUREF-Campus 3
Gabriele Maessen, COO ARCOTEL Hotels 
Felizitas Denz, Hotel Manager east group 
Anna Wenzelmann, Director of F&B Hotel Bayerischer Hof München
Andreas Martin (Moderator), PKF hospitality group

6.30 pm Networking Reception

7.30 pm Celebration Dinner "The 100th Cornell SHA Anniversary"

Consultant day on sustainability with TÜV Thüringen


1. Sustainability issues in the company

Implementation, implementation and documentation based on examples 
Carbon Foodprinting, Eco-Balance, Sustainability Report 
2. ZNU Standard of Sustainable Management

Further development of existing systems
Certification requirements of the ZNU standards
3. Business Continuity Management according to ISO 22301

Ensuring operability, protecting operational processes
Emergencies, blackout, storms, image-damaging impacts
4. Exchange of experience between participants 

Training on social media

Training on social media marketing with HORECA Marketing  

• Meta Business Suite for Facebook and Instagram

• LinkedIn as a business platform

• Trello as a project management tool

• Canva as a design tool

 

Training on online marketing

In-house training on online marketing with HORECA Marketing 

• Google Business Profile, Google Search Console

and Google Analytics

• Search engine optimization and Google Ads

• Website design

• Industry portals

• Newsletter

Photo: Fotolia 

Expansion Day by Stepster Business Evolution

Expansion Day Workshop with Stepster Business Evolution
The following topics were discussed:

  • Scaling
  • Entrepreneurial thinking and acting
  • Visibility
  • Customer acquisition
  • Efficient planning and work
  • Growth
  • Automation
  • Digitisation

Further training as a quality auditor ISO 9001

OBJECTIVES of the QA seminar: The participants....

  • know the service-specific implementation of ISO 9001
  • know the components of audit programs
     
  • know the procedure for checking QM documents
  • can carry out audit planning
  • know the procedure in the audit execution
  • know the requirements with regard to conducting discussions in audit situations
  • know about critical conversation situations in auditing
  • can deal with critical conversation situations

In-house training on data protection

General Data Protection Regulation

Contents of the training:

  • Personal data
  • Technical and organizational measures
  • Data Protection Officer and Data Protection Management
  • Data protection processing and data protection impact assessment
  • Data protection for employees and data protection breaches
  • Data protection checklists and data protection information
  • Photo: Fotolia 

 

Strategy development for digital marketing

In-house training on the topic:

Strategy development for digital marketing

by HOTQUA and GHI with HOREKA Marketing 

✓ Kick-off meeting for orientation

"Vision, target group, competition, offer, positioning"

✓ Analysis of existing channels

✓ Written strategy development for the future digital

Marketing for Hotqua and GHI

Photo: Fotolia 

Sustainability and environmental protection

Contents of the training:

  • What is sustainability and environmental protection
  • The three pillars of sustainability
  • Global Sustainability Goals
  • Guiding Principles of Sustainability
  • Fields of action of sustainability
  • Contents of a sustainability report
  • Final consideration and recommendations
  • Satisfaction of training participants: 97%

Photo: F. Höchsmann

 

Quality management according to ISO 9000ff

In-house training on the topic

Quality management according to DIN EN ISO 9000ff

Topics of further education:

  • Application of the ISO 9000 standards group
  • Business Process Management 
  • Total Quality Management
  • Exam Preparation and Exam 
  • Photo: Backbaron 

Service Quality Restaurant

Online workshop in Spanish with participants from 

  • Argentina
  • Germany
  • Colombia
  • Peru
  • Uruguay

Satisfaction of the participants: 98%

Onlineworkshop Service Quality Hotel

Contents of the training:

  • Hotel Trends & Quality Elements
  • Features of the hotel offer
  • Service quality from the point of view of the hotel guest
  • Tasks and exercises on the subject of service quality
  • Recommendations and online quality test hotel

Onlineworkshop Quality Management ISO 9001

Online workshop on quality management; Objective................

The participants....

  • know the background of the auditing
  • know the process and the procedure for the
  • Auditing of quality management systems according to DIN EN ISO 9001:2015
  • know the background of business process management / GPM
  • know the essential contents of the GPM and can use GPM
  • can identify quality indicators and are aware of the problems involved in defining quality indicators
  • know the topic of leadership with goals and the procedure for evaluating the effectiveness of a QM system
  • know the essential contents of Total Quality Management and the procedure for implementing TQM
  •  
  •  

Workshop Human Resources Management

Contents of the workshop:

•Introduction: goals, self-assessment test
•Personnel requirements planning: Quanti & Quali
•Personnel integration & personnel deployment
•Efficient leadership techniques & evaluation
•Self-motivation & employee motivation
•Closing remarks & recommendations / questions 
Level of satisfaction of training participants: 97% 

Workshop Quality Management ISO 9000 ff

Training topics:

1. Auditing of QMS according to ISO 9001

2. Business Process Management

3. Quality indicators and promotion

4. Total Quality Management / TQM

Satisfaction of training participants: 95%

Quality Management ISO 9001

Optimization of quality management with value creation processes:

  • Saddlery
  • Trade
  • Kanban
  • Workshop
  • Box repair
  • Bearing
  • Document Review, Internal Audit, Management Review,
  • Certification audit, fixes and improvements

Photo: Hermann Kohlhof GmbH 

Motivation and self-management

Widynski & Roick GmbH | Niederlassung Brandenburg 

The following topics were presented:

  • Mitivation and self-motivation
  • Self-management and time management 
  • Tasks, examples and exercises
  • Degree of satisfaction of training participants: 90%
  • Venue: Kongresshotel Potsdam
  • Organisation: Coaching-Akademie-Potsdam

 

Quality Standards & Quality Management Online Workshop

In-house online workshop on quality management
and quality standards in the brewery in Spandau

The following topics were covered

  • Quality management refresher DIN EN ISO 9001 
  • Value creation processes: beer brewing, restaurant, hotel, kitchen 
  • Applicable standards: restaurant, cuisine and catering, hotel and housekeeping
  • Satisfaction of online training participants. 92%
  • Photo: Brauhaus in Spandau 

 

Guest complaints

The following topics were discussed:

  • Guest expectations in case of complaints
  • Justified and unjustified complaints
  • Phases of guest complaints
  • Complaint Avoidance Techniques
  • Satisfaction level of conference participants: 92% 

Photo: F. Höchsmann

Service Quality Restaurant

  • Online workshop on the topic 
  • Service quality from the point of view of the restaurant guest 
  • The following topics were discussed:
  • Trends in gastronomy
  • Quality elements: offer, service, ambience, price-performance ratio
  • Service quality restaurant: First contact, Restaurant, Mise-en-place, Offer, Service, Staff 
  • Examples, exercises, online test restaurant 
  • Participants from Argentina, Chile, Germany, Colombia and Uruguay
  • Satisfaction of the participants: 97%

Service Quality Hotel

  • Webinar for participants from Argentina, Uruguay and Chile 
  • The following topics were discussed:
  • International hotel trends
  • Quality elements
  • Service quality from the point of view of the hotel guest 
  • Satisfaction of the participants: 97%

In House Training

  • In-house training for apprentices 
  • 31.01.2022 Rhetoric and communication 
  • 01.02.2022 HoGa Etiquette / Style & Etiquette 
  • 02.02.2022 Guest Complaints & Complaints
  • 03.02.2022 Guest telephoning 
  • Satisfaction of training participants: 93%

 

Interrnal Audit

  • Internal audit according to DIN EN ISO 9001
  • Review of management and value creation processes
  • Fixes and improvements
  • Further training on the topics of quality and environmental management 
  • Implementation of the CORONA regulations 
  • Preparation for the certification audit 

Summary 2021

Summary HOTQUA Training & Further Education 2021:

In 2021, we conducted a total of 30 workshops with 315 participants from 85 companies.

  • 70% of the courses were in-house online trainings and 30% face-to-face events.
  • The most popular seminar topics were: 50% Sustainable quality standards and quality management; 35% hygiene management (HACCP) and 15% diverse topics: Data protection, cleaning and disinfection according to DIN 10516, conflict management and sustainable tourism strategies.
  • The most popular workshop times were the 4th quarter (50%) and the 2nd quarter (30%)
  • The face-to-face events took place in Berlin, Bielefeld, Brandenburg, Braunschweig and Löbau.
  • The online participants came from Germany, Austria and Colombia.
  • Languages: 55% German and 45% Spanish
  • Publication of 15 textbooks in 5 languages: German, English, Spanish, Portuguese and Russian.
  • Topics of the textbooks: Service quality, quality standards, personnel management, marketing and hygiene management.
  • Foundation of the "German Hotel Institute" for our online courses for the hotel and restaurant business.