Sales & Upselling at the Brauhaus in Spandau

15 dedicated participants took part in the HOTQUA
training "Sales and Upselling" in the Brauhaus in Spandau.
The program included communication and guest expectations,
successful sales phases, efficient sales tools,
as well as a practical sales exercise followed by reflection.
With an impressive satisfaction rate of 87%,
the event was a complete success –
and the team spirit was just as strong as the learning effect.

Pleasure meets quality – Business lunch at the Habel wine tavern by the Reichstag

Next to the Arthotel, which itself operates according to HOTQUA quality standards,
representatives of the Chambers of Industry and Commerce fromAntioquia (Medellín),
Aburrá Sur, and Urabá met. Over good food and excellent service, discussions were
heldabout how, among other things, the hotel and tourism sector in Antioquia can be
strengthened. It was an all-round successful meeting with great prospects for all involved.
Photo: Delegation members from Antioquia

Rules of conduct in the hotel and restaurant sector

Training Content:Good Behavior:
What is contemporary?Greeting and Address:
Exercise Appearance and Attitude:
Exercise Manners and Communication Rules
Style and Etiquette in Hotels and Restaurants
Participant Satisfaction with the Training = 93%

Telephone Rhetoric & Guest-Oriented Calling
Training Content:

• Making phone calls as a business card: Exercises
• Telephone rhetoric and telephone etiquette
• Phone conversation techniques and tips
• Data protection and problem areas
• The official letter alphabet: Exercises
• Satisfaction level: 92%

Hygiene Training & Infection Protection Act

Training content:

• Hygiene concept and hazard analysis according to HACCP[1]
• Work instructions and workflows according to HACCP
• Infection Protection Act according to §§ 42/43
• Allergy training: allergens and intolerances
• Hygiene checks in the kitchen, food, kitchen staff
• Participant satisfaction = 92%
• Photo: Participants during the digital evaluation of the workshop

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

Preparation for the Internal and External Audit
according to DIN EN ISO 9001

• Training of employees
• Review of procedures & processes
• Aircraft cleaning interior & exterior
• Customer & employee satisfaction measurement

Internal audit according to ISO 9001 in the medical practice

• Review of QM documentation
• Training of employees
• Inspection & order checklist for AP
• Evaluation of patient satisfaction

Quality Manager according to DIN EN ISO 9000 ff

Objective & Benefits: Participants receive detailed information on international quality management according to ISO 9001 and concrete examples of practical implementation. This enables them to optimize work processes and procedures in their own company and to contribute successfully to the introduction or continuation of efficient QM systems. The training course concludes with an examination for quality manager according to DIN EN ISO 9001 by CERTQUA .

Workshops on 13.05.2025 and 10.06.2025

• Evaluation of the audit report:
• Assessment and improvement potential
• Corrective actions and deviations
• Document adjustments

In-house training on the topic of Gender Sales at the
Congress and Wellness Hotel Centrocital Spandau Berlin

Topics of the workshop:

• Salesperson characteristics and self-assessment test
• Successful sales phases in reception and service
• Gender sales in reception and service
• Additional sales in the reception and service area
• Guest types and their individual treatment
• Tips & recommendations
• Satisfaction level: 97%

In-house training on the topic:

• QM audit according to ISO 9001
• Evaluation of the audit report from TÜV
• Suggestions for improvement and
• Follow-up support

Monday, 28.04.2025;

• 10:30-14:30 KITCHEN,
• 15:00-17:30 INDUCTION DAY

Tuesday, April 29, 2025;

• 09:00-10:00 Breakfast checks and breakfast observations
• 10:00-13:00 BUS & Bicycle Marketing Strategies,
• 14:00-18:00 Quality standards 

Wednesday, 30.04.2025;

• 08:00-14:00 Meetings with the employees,
• corrections of quality standards and checklists

Successful audit at Brauhaus Spandau: Quality standards now digitally implemented

Spandau, April 2025 – The brewery in Spandau has reached an important milestone: The internal quality standards have not only been digitized but have now also been successfully reviewed as part of a comprehensive audit.

The focus of the audit was on the practical implementation of the digitized standards in the central areas of the brewery - the brewery, the adjoining hotel and in the kitchen. In particular, processes for quality assurance, hygiene, guest communication and operational organization were examined.

The audit was carried out by the experienced ISO 9001 auditor Frank Höchsmann, who expressed his appreciation to the entire team:

"The systematic digitization of the standards and their consistent application in everyday operations are impressive. The employees of the brewery have done a great job here."

Afterwards, Frank Höchsmann personally conveyed his congratulations to the management and the employees on the consistently positive results of the audit.

With the successful audit, Brauhaus Spandau is sending a strong signal for lived quality and modern business management - in the spirit of enjoyment, hospitality and reliability.

Digital support from HOTQUA

The entire process was accompanied by HOTQUA's digital quality management solution. The platform enabled the brewery to standardize efficiently, provide traceable documentation and communicate transparently within the team. This not only facilitated the implementation of the standards but also made them future proof.

Further information on digital quality assurance with HOTQUA can be found at www.hotqua.de.

DEHOGA Workshop on Telephone Rhetoric & Telephone Training

The following contents were taught:

Telephoning as a business card: Exercises

Telephone rhetoric and telephone etiquette

Phone Conversation Techniques and Tips

Data protection and problem areas

The Official Alphabet: Exercises

Participant satisfaction rate: 94%

Implementation of a quality management system in a Hamburg logistics company

The following processes and documents have been adapted to the logistics company:

Standard-compliant quality management manual (lean and efficient)

Documented procedures, ISO 9001 requirement

Processes and job descriptions

Checklists, documents, forms and templates

Workshop: Guest complaints 

Guest expectations in case of complaints

Justified & Unjustified Complaints

Conducting complaint discussions

Complaint avoidance

Guest Types and Closing Words

Guest and business correspondence

1. Building a Good Business Letter
2. Successful letter design according to DIN 5008
3. Tips for a good letter style
4. Correct form of address in speech and writing
5. Customer-oriented language
6. Meaningful punctuation
7. Avoiding possible errors
8. The new German spelling
9. To gender or not to gender?

Personal Success Planning or "Time Management Differently"

The following topics were addressed:

Contents of the training:

1. Catch time thieves, recognize time wasters

2. Personal success planning for everyday life

3. PEP instruments and aids

4. Golden time rules for more success

5. Motivation and satisfaction measurement

Auditing according to DIN EN ISO 9001 of a service company.

The following were examined:

1. The Quality Management Manual
2. The procedures and processes
3. The documents and checklists

The service company has passed the internal audit and can now be audited by TÜV.

Stress-free through life – with our stress management online course

Discover how you can successfully master stress and live more serenely in the long term.

In our course you will learn:

The basics of stress: What stresses us and why?

Identify stressors: Find your personal triggers.

Practical coping techniques: From relaxation to time management.

Healthy lifestyle: nutrition, exercise and more.

Communication and self-reflection techniques: Set boundaries and strengthen yourself.

Perfectionism and self-criticism: Letting go of what burdens us.

Sustainable strategies: Identify resources and relax them in the long term.

With helpful checklists and individual exercises for everyday life.

Register now and regain control of your life – for more balance, health and joie de vivre.

Photo: Training participant Michael Dornemann (BiS operations manager), photographer Dirk Tonn (TonnPR)

Satisfaction level: 98%

DEHOGA – In-house Workshop on the Topic of Basic Service Course, on 10.01.2025

Contents of the training:

1. Legal bases in the catering industry
2. Guest expectations in the restaurant
3. Service types: European & American service
4. Serviceschritte: Pre-Service, Service, Post-Service
5. Beverage service: Non-alcoholic & alcoholic beverages
6. Gastronomic vocabulary
7. Golden rules of service in restaurants
8. Satisfaction level of the training participants: 79%

Press Release
Review of a Successful Year 2024:
50 Workshops with High Participant Satisfaction

The year 2024 is coming to an end, and we are pleased to be able to look back on a very successful year. With a total of 50 workshops conducted and 402 participants from 35 different companies, we have once again demonstrated how important practical and individually tailored training programs are in the hotel and catering industry.

Focus on Onsite and Inhouse
A large portion of the training sessions, namely 80%, took place as inhouse events or in-person formats. The remaining 20% were conducted as online workshops to meet the needs of our clients even in virtual settings.

Diverse topics for a strong industry
Our workshops covered a wide range of topics reflecting the challenges and opportunities in the industry:

Quality Management (30%)

Hygiene Training (25%)

Sustainability (15%)

Guest and Complaint Management (10%)

Additional topics such as Housekeeping, Hospitality Etiquette,
Proper Telephone Techniques, Good Mood, Holistic Hospitality,
as well as Body Language, Gestures, and Facial Expressions rounded off the program.

Excellent participant satisfaction

We are particularly proud of the feedback from our participants:
With an average satisfaction rate of 94%, it is clear that our workshops
are not only convincing in terms of content but also have a lasting impact.
We aim to maintain and further enhance this high level in 2025.

We thank all participants as well as our partners for their trust and
committed collaboration. Together, we are shaping the future of the
hotel and catering industry successfully and innovatively.

Martha and Frank Höchsmann
December 2024