In the tourism industry, quality is increasingly becoming the key competitive instrument. The "Quality Seal for Tourism" is one way of testing, maintaining and optimising the service quality in a targeted way.
"ServiceQualität Deutschland" provides numerous appliances, with which one is able to questioning and review own processes. Every Year a plan of measures is developed, in which we put goals for quality improvement.
Quality management by the initiative "ServiceQualität Deutschland" is based on a 3-level system. It is aimed at improving service quality in a sustainable and visible way, while increasing awareness of quality among all employees. Developing uniform standards and encouraging communication are also important elements, as is cooperation between service providers. Improving customer friendliness and satisfaction is another key aim to drive sustainable corporate management forward.
The level 1 quality seal ("Sensitization") focuses on introducing service quality in establishments, involving all employees, with special attention to guests' wishes.
Level II ("Intensification") focuses on ensuring quality and corporate management. These companies have carried out guest and employee surveys and were controlled by anonymous testers. The information forms the basis of effective measures and the development of guest-related service quality.
Level III ("Completion"), integrates Total Quality Management (TQM) into the business. It is based on Levels I+II and is complemented by instruments such as service quality analysis, the documentation of service processes, SWOT analysis, sustainability declarations, improvement management, target figures, and internal and external auditing.
In 2015 and 2018, the Kongresshotel Potsdam had its Level II quality status confirmed. So the Brandenburg hotel has not only proved its continuity, but also showed that quality is a high priority at the Kongresshotel. This year as well, we reached our certification with success. The examination tools has been the following: Mysterycheck, interrogation of employees and executives, service chain using the example of a conference enquiry and customer communication on the basis of a question catalogue. The formal presentation of the certificate was celebrated on 22.08.2019 on the event of the Sparkassen Tourismusbarometer. We are still realizing our motto "One just need the Will and Believe in things, then everyththing will work out" (Count Zeppelin) and will do so as well in the future. See for yourself and be our guest! We look forward to welcoming you in Potsdam.
Our medium-dated and long term goal is the introduction and implementation of a comprehensive Qualitymanagementsystem and thereby gain Level III certification. Furthermore we want us to set annual quality goals, to reach a steady improvement of our services. The quality thought shall be manifested by the plan of measures and other tools in our whole hotel and at every single employee.
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