Quality management

As a regional tourism association, we support our members and tourism service providers in quality assurance. In doing so, we work closely with industry experts and actors from practice. Here you will find an overview of the most important quality management instruments. If you have any questions, please do not hesitate to contact us, we will help you or provide you with the right contact person.

Germany tourism reacts positively to the growing quality awareness of today's customers in tourism and has been focusing more and more on quality improvement and quality assurance for several years. In order to achieve these goals for the guest, more and more classification and certification systems are being established. A nationwide matrix was introduced to aid decision-making about the still large variety of quality seals, which gives service providers and tourism organizations an overview of the systems that are possible for them.


Quality management systems

In the following we present the most important quality management systems and your contact partners.

DTV star classification

Type of quality initiative:
nationwide classification

carrier
German Tourism Association
Implementation by: Deutscher Tourismusverband Service GmbH

Target group

  • Providers of holiday apartments and holiday homes with the exception of aparthotels and boarding houses
  • Providers of private rooms

Objective

  • Introduction and assurance of nationwide quality standards.
  • Creation of offer transparency for the guest.
  • Creation of competitive advantages for the hosts.

Requirements / Content
The criteria catalog includes around 180 criteria from 9 or 7 evaluation groups for holiday homes / apartments or private rooms, which are checked on site. The individual criteria are preceded by general and special minimum criteria for the individual star categories. The DTV classification criteria are optimized every 3 years and adapted to demand. The current criteria sheets can be viewed on the DTV website.

The following areas are assessed:

  • Infrastructure of the object
  • Premises of the property
  • View from the living room
  • Services
  • Leisure facilities
  • Type of object
  • Balcony and terrace (per residential unit)
  • Garden / plant of the house
  • Approach / access to the building and parking facilities

Presentation of the star result
Depending on the facilities and service, the accommodation is awarded one to five stars - from simple to first-class. The classification result is presented in a certificate. To make it easier to distinguish, the eight-pointed stars are preceded by an “F” for holiday apartment / house or “P” for private rooms. There is also the option of to acquire a classification label with a validity sticker for the house exterior.

Validity period
The classification is valid for 3 years. A new classification is then required.

Criteria review
Every holiday property is checked on site before the stars are awarded. The Prignitz Tourist Association, which has a license agreement with DTV, is responsible for carrying out the classification. The inspection of the holiday accommodation is carried out by trained employees of the local tourism organizations (licensees) or by inspectors specially authorized by the DTV. Every holiday property is checked on site before the stars are awarded.

Neuerungen ab 2022

Zeitgemäße Kriterien und schlanke Prozesse

Die DTV-Klassifizierung ist seit über 25 Jahren ein wichtiger Bestandteil des Deutschlandtourismus und trägt zur Qualitätssteigerung bei. Zum 1. Januar 2022 stellt der Deutsche Tourismusverband e.V. die DTV-Klassifizierung neu auf.

Mit zeitgemäßen Kriterien, schlanken Prozessen und Beratungs- und Serviceleistungen setzt die DTV-Klassifizierung von Ferienunterkünften viele Wünsche und Verbesserungsvorschläge von Gastgebenden um, öffnet sich für außergewöhnliche Ferienunterkünfte und ebnet Gastgeberinnen und Gastgebern den Weg in eine zukunftsfähige Vermietung und Vermarktung.
Für diesen Relaunch wurden Umfragen mit Gastgebenden und Gästen durchgeführt und der DTV hat sich intensiv mit Fachleuten aus den Bereichen Tourismus, Beherbergung, Nachhaltigkeit und Design ausgetauscht.

Die Kriterien: mehr Flexibilität

Die Klassifizierung unterscheidet in verschiedene Kategorien:

Ferienwohnungen und -häuser
Ferienzimmer (bis max. neun Betten)
Ferienparks (ab 15 Einheiten)
außergewöhnliche Ferienunterkünfte

Die Klassifizierung mit den neuen Kriterien startet zum 01.01.2022.

Transparenz: ein bundesweit einheitlicher Preis

Die DTV-Klassifizierung wird 180 Euro zzgl. MwSt. für drei Jahre betragen. Dieser Preis setzt sich zusammen aus einer Lizenzgebühr von 60 Euro sowie einer Prüfungsgebühr von 120 Euro. Für Gastgebende mit mehreren Ferienunterkünften sowie für Folgeklassifizierungen reduziert sich der Preis. Die Bestellung der Klassifizierung erfolgt direkt mit dem DTV. Gastgebende können jederzeit flexibel die Bestellung bearbeiten. Im Preis sind neben der DTV-Klassifizierung eine ausführliche Beratung sowie alle Leistungen des SterneferienClubs für die drei Jahre gültige Klassifizierung enthalten.

Der SterneferienClub: informieren, vernetzen und austauschen

Im SterneferienClub können sich Gastgeberinnen und Gastgeber (und solche, die es werden wollen) erstmals mit allen rund 22.000 klassifizierten Gastgeberinnen und Gastgebern bundesweit digital vernetzen und sich über aktuelle Fragen, Tipps und Service-Ideen austauschen. Im Rahmen des SterneferienClubs erhält jeder Gastgebende einen jährlichen Trendreport zum Ferienwohnungsmarkt sowie Tutorials und hilfreiche Informationen. Inklusive sind zudem ein kostenloser Mustermietvertrag und die Teilnahme an einem DTV-Webinar. Der SterneferienClub ist für Gastgebende einer klassifizierten Unterkunft kostenfrei. Gastgeberinnen und Gastgeber ohne klassifizierte Unterkunft können die Mitgliedschaft im SterneferienClub für 50 € pro Jahr erwerben.

Tourismusverband Prignitz e.V.
Tourismusverband Prignitz e.V.
Kati Bork & Mike Laskewitz
Tel. +493876/30 74 19 22
bork@dieprignitz.de
www.deutschertourismusverband.de

German hotel classification

Type of quality initiative
nationwide classification

carrier
DEHOGA German Hotel Classification GmbH

Target group

  • All room renters with more than 9 beds, i.e. in addition to hotels, as a rule, bed and breakfast hotels, inns and pensions
  • Providers of aparthotels and boarding houses
  • Providers of country hotels

Objective

  • Clear product positioning through meaningful and uniform short messages in the form of stars
  • Improved sales opportunities
  • Hospitable offer transparency

Requirements / Content
Mostly objective criteria such as room furnishings and range of services are assessed. The German hotel classification knows minimum criteria that make more demanding requirements with increasing number of stars. In addition, there are corresponding scores from the areas:

  • General hotel information
  • Reception and Services
  • Room
  • Gastronomy
  • Event area
  • Quality and online activities

The following principle applies: the more stars, the more characteristics must be met.
The current catalog of criteria can be found under the links below.

Representation
Each classified hotel receives a certificate and the opportunity to purchase a classification label for the entrance area.

Validity period
The classification is valid for 3 years.

The regional associations of DEHOGA have usually commissioned classification societies with the organizational implementation of the German hotel classification. In many cases, the regional associations of DEHOGA have entered into cooperation with their tourism organizations or the regional chambers of industry and commerce.

costs
The examinations are associated with costs that differ depending on the federal state.
The exact prices for the companies can be found under the link below.

DEHOGA Deutsche Hotelklassifizierung GmbH
DEHOGA Deutsche Hotelklassifizierung GmbH
Markus Luthe
Tel. +4930/72 62 52 72
info‎@‎hotelstars.eu
www.hotelstars.eu

G classification for guest houses, inns and guest houses

Type of quality initiative
nationwide classification

carrier
DEHOGA German Hotel Classification GmbH

Target group
The German classification for guest houses, inns and boarding houses is aimed at licensed accommodation establishments with no more than 20 guest rooms that do not have a hotel character.

Objective

  • Creation and assurance of quality standards among German guest houses, inns and pensions
  • Better market positioning for the classified accommodation providers
  • Offer transparency and security of choice for guests

Requirements / Content
Guest houses, inns and boarding houses are classified in categories from 1 to 5 stars. To distinguish the classification systems for the guest, the stars are always preceded by a “G”. The criteria can be found under the link below.

Representation
The classified guest houses, inns and boarding houses receive a certificate and the opportunity to purchase a house label with a validity sticker.

Validity period
The validity is set for 3 years.

costs
The fees vary in the individual federal states and can be found under the link below.

DEHOGA Deutsche Hotelklassifizierung GmbH
DEHOGA Deutsche Hotelklassifizierung GmbH
Markus Luthe
Tel. +4930/72 62 52 72
info‎@‎hotelstars.eu
www.hotelstars.eu

ADFC Bett + Bike – bike-friendly hosts

Type of quality initiative
nationwide certification

carrier
General German Bicycle Club (ADFC)
Bett + Bike GmbH

Target group
Accommodation establishments of all kinds

Objective
Certification of bike-friendly restaurants

Requirements for the companies / members
see the catalog of criteria below

Criteria review
The criteria are checked by external and independent auditors and partly by self-assessment.

Representation
Certified companies are given the opportunity to advertise with the initiative (certificate, logo, annual badge).

Validity period
The certificates are valid for the duration of the contract between the respective company and the ADFC. The duration of the contract is 1 year in each case and it is automatically extended by a further year if it is not approved by one of the contracting parties by 30.06. of the year in which the contract is due to expire. All currently valid establishments can be recognized by the annual sticker. It will be stuck on the awarded badge. All guests of the house can see from it that the respective company is actually still a member of Bett + Bike and is allowed to advertise it.

Company visits and inspections are carried out at irregular intervals by the regional managers and authorized persons. More and more ADFC-guided multi-day tours are stopping at Bett + Bike companies, where the tour managers can then also determine compliance with the minimum requirements in practice. In addition, the regional leaders receive information about possible grievances from ADFC members and bike travelers, which are then investigated in a targeted manner.

Cost of initial certification
Accommodation establishments that apply to Bett + Bike and that are accepted after reviewing and checking all documents pay a one-time admission fee of 130 euros (reduced 90 euros for non-commercial establishments with a maximum of 9 beds).

Costs of the follow-up certification
A limitation of the certification is planned to three years, since the certification is still unlimited, there is no follow-up certification. It is planned to set an amount for the subsequent certification in the course of the year or at the beginning of next year.

BVCD / DTV classification for campsites

Type of quality initiative
nationwide classification

carrier
Federal Association of the Camping Industry (BVCD) with the German Tourism Association (DTV)

Target group
all campsite operators in Germany

Objective

  • Raising and securing the quality on German campsites
  • Creation of supply transparency and thus the creation of competitive advantages

Requirements / Content
The BVCD / DTV campsite classification is voluntary and is based on an objective assessment of the following areas:

  • Reception and service
  • Sanitary equipment
  • Stand

Representation
Depending on the degree to which the existing criteria are met, campsites can receive 1 to 5 stars.
Classified campsites receive a certificate and a plate with a validity sticker to show the stars they have achieved.

Validity period
The campsite stars are valid for 3 years and can be reassigned after they have been reclassified. Implementation and tests are carried out by the camping business associations in the individual federal states and are regulated by a license agreement between the BVCD and the state camping associations.

costs
The costs are to be paid by the participating campsites in the form of license fees or classification fees, which are uniformly regulated between the regional associations.

ServiceQualität Germany

Type of quality initiative
nationwide certification

carrier
Tourism Marketing Brandenburg GmbH

Target group
The initiative ranges from gastronomy to craft. All service providers who are interested in increasing their service quality can take part in SQD seminars and get certified. The core target group are tourism companies.

Objective
The goal is to promote the service quality in the companies and to optimize the operational processes through an easily understandable quality management system and to increase customer and employee satisfaction.

Requirements for the companies / members
Implementation of the quality instruments required in the respective stages in the company and preparation of an annual action plan.

Representation
Every participant who has successfully taken the seminar exam receives a certificate and can be used as a “quality coach”. Every company that is led to certification by a “Quality Coach” receives the “ServiceQualität Deutschland” certificate, reproduction templates with the logo and other advertising material.

Validity period
The certification is valid for 3 years.

Prices for open training courses
Level I: € 295 plus VAT (including conference flat rate, folder with CD, pad, ballpoint pen per participant and certificate)
Level II: € 295 plus VAT (including conference flat rate, folder with CD, pad, ballpoint pen per participant and certificate)

Tourismusakademie Brandenburg c/o TMB Tourismus-Marketing Brandenburg GmbH
Tourismusakademie Brandenburg c/o TMB Tourismus-Marketing Brandenburg GmbH
Diana Zippel
Tel. +49331/29 87 37 84
diana.zippel@reiseland-brandenburg.de
www.q-deutschland.de

i-Mark for tourist information

Type of quality initiative
nationwide certification

carrier
German Tourism Association

Target group
Tourist information in Germany

Objective

  • Germany-wide establishment of a uniform and contemporary quality seal for tourist information.
  • Fulfillment of the ever increasing demands of experienced guests on the service in the local tourist information.
  • Strengthening the trust of the guests in the i-symbol, increasing the recognition value.

Requirements for the companies / members
The basic requirement is the fulfillment of 14 minimum criteria. These include B. barrier-free access, free basic information and signage. In addition, the tourist information office is assessed by a DTV auditor on the basis of 40 additional criteria without prior notification: The criteria are divided into the test areas exterior appearance, interior appearance, advice / service at the counter, service offerings of the tourist information office and quality awareness.

Criteria review
The tourist information is assessed by external, independent auditors.

Representation
Certified tourist information centers receive a certificate and the rights to use the logo. The i-brand sign and various i-brand products can be ordered in the DTV online shop.

Validity period
The issuing of the i-brand license is limited to a period of three years, as the DTV develops the quality criteria within a reasonable period of time. After the validity period has expired, the tourist information office must submit a new application.

costs
The costs for the certification process are staggered according to membership status in the DTV. Costs (as of June 2018):

i-brand license:

  • 450, - € plus VAT (members)
  • 510, - € plus VAT (non-members)

The prices include the on-site inspection, an evaluation report, a certificate, a sign and the right to use the i-Marke logo.
Additional quality checks:
Extended on-site check with strengths / weaknesses analysis (only possible in combination with the purchase of the i-brand)

  • 180, - plus VAT (members)
  • 210, - plus VAT (non-members)

Mystery Checks (phone, email, brochure, homepage) (can be booked individually and at any time, regardless of whether or not you bought the i-brand):

  • 120, - € plus VAT (members)
  • 150- € plus VAT (non-members)
Foto: Harry Hautumm_pixelio.de

Reisen für Alle – accessible travel in Brandenburg

The project “Introduction of the labeling system “Reisen für Alle” in the sense of tourism for all in Germany” is a cooperation project of the German Seminar for Tourism (DSFT) Berlin. Funded by the Federal Ministry for Economic Affairs and Energy. V. and the Verein Tourismus für Alle Deutschland e.V. - NatKo. It provides for the nationwide introduction and further development of the “Reisen für Alle” labeling system, which was developed over several years of cooperation and coordination with affected associations and tourist actors as part of the previous project. There are already a number of good examples and initiatives in various regions, but barrier-free tourism offers are still far from being found nationwide in Germany. The aim of the project is therefore to introduce the “Reisen für Alle” labeling system nationwide and to promote the development and marketing of barrier-free offers with various measures.

The pictograms with the “i” valid in the state of Brandenburg indicate that detailed information is available about the conditions on site; they do not include an assessment of accessibility. The guests can look at the detailed information on the Internet and decide whether the offer is suitable for them or not.

Vorschau X
3 Datenbankzugriffe
D1529561622Qualitätsmanagement
F1519731743Suche
D1529562536Qualitätsmanagementsysteme

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