OZO Academy

OZO Academy was established in 2014, with the aim to create learning and professional development opportunities for all employees working within OZO Group. OZO Academy, which Is licensed by the Malta Further and Higher Education Authority as a Further Education Institution, is the only private hospitality school on the island and it provides students with internationally recognised accredited qualifications following programmes that are directly linked to employees’ vocational needs according to client and market requirements.

The Academy caters for employees working in the hospitality and healthcare industries and is an ideal hub of custom courses.

OZO Group’s ethos and mission to continuously invest in its people is reflected in the Academy’s preparedness and commitment to high standards and quality assurance. The Academy strives to become the leading training provider in hospitality and healthcare while building lasting and meaningful partnerships with clients and organisations that share the same vision.

OZO Academy’s slogan is Promoting Commitment, Standardising Excellence and Producing Results.


From when OZO Academy was established in 2014, more than 9,000 students have undertaken training in their line of work. This has been done to provide our clients with the peace of mind that, no matter which OZO Group employee is on the job, they will always receive the same, high-quality product. In 2022 an agreement with one of Malta’s leading healthcare providers was reached to train over 1500 employees in Constant Watch, a unique programme offered by Academy.


General Courses

Effective Teamwork Dynamics

The decision to provide teamwork training is driven by the understanding that effective collaboration is a cornerstone for success. This training initiative aligns with OZO Group’s commitment to fostering a positive work culture, enhancing productivity, and delivering exceptional services. Here are the key reasons behind offering teamwork training:

  • Enhancing Operational Efficiency:
    • Teamwork is a cornerstone of operational efficiency, fostering a collaborative environment where tasks can be executed seamlessly, and goals achieved more effectively.
    • Training in teamwork ensures that employees can work cohesively, leading to optimised workflows and enhanced overall efficiency.
  • Improving Communication and Coordination:
    • Effective teamwork relies on clear communication and coordination among team members.
    • The training focuses on enhancing communication skills, ensuring that employees can convey ideas, provide feedback, and collaborate more effectively with colleagues.
  • Fostering a Positive Work Environment:
    • Teamwork contributes to a positive and supportive work environment, where employees feel valued and connected.
    • The training initiative is designed to foster a sense of camaraderie, promoting a workplace culture that enhances job satisfaction and engagement.
  • Improving Employee Morale:
    • Teams that work well together contribute to higher employee morale and job satisfaction.
    • Teamwork training aims to enhance the overall employee experience by creating a positive and supportive atmosphere within the workplace.
  • Driving Goal Achievement:
    • Goals are more attainable when individuals collaborate toward a common objective.
    • The training focuses on aligning individual efforts with collective goals, ensuring that employees understand the significance of their contributions to the overall success of the team.

Effective communication is fundamental in the workplace, and enhancing employees’ English language skills will contribute to clearer and more efficient interactions. The focus on pronunciation, alphabet usage, and conversational skills ensures that employees can confidently introduce themselves, exchange information, and make plans, thereby fostering better teamwork and collaboration.

Ultimately, successful completion of this training promises an improvement in language proficiency among employees. This can lead to increased confidence, better communication within the team, and enhanced representation of OZO in diverse professional contexts, ultimately contributing to the overall success and effectiveness of the company.

In recognising the critical role that our employees play in representing our company, we believe that personal grooming is a fundamental aspect that significantly contributes to individual and collective professional success. The decision to provide personal grooming training aligns with our commitment to excellence, client satisfaction, and the overall well-being of our workforce. Below are the key reasons behind implementing personal grooming training for OZO Group employees:

OZO recognises the paramount importance of employee well-being in fostering a positive and productive work environment. The decision to enrol our employees in the “Wellbeing for Work” programme stems from our commitment to ensuring the holistic welfare of our team members. This programme is strategically designed to address various facets of well-being, encompassing physical health, mental resilience, and work-life balance. By providing insights into stress management, mindfulness practices, and fostering a healthy work-life equilibrium, we aim to enhance the overall wellness of our employees. The inclusion of sessions on ergonomic practices and exercises contributes to promoting physical health and preventing workplace-related discomfort.

Furthermore, the programme emphasizes the significance of positive communication, teamwork, and building a supportive work culture, all of which play pivotal roles in sustaining a healthy and collaborative workplace. OZO believes that investing in the well-being of our employees not only contributes to a more satisfied and motivated team but also translates into improved productivity and service excellence. This initiative aligns with our organizational values, ensuring that our team members are equipped with the tools and knowledge necessary for a fulfilling and balanced professional life. Ultimately, “Wellbeing for Work” is a testament to OZO ‘s commitment to fostering a workplace where our employees thrive both personally and professionally.


Barista Skills

This programme ensures that our employees acquire comprehensive knowledge of coffee types, master espresso techniques, and milk steaming and latte art. The course also focuses on equipment maintenance, efficient workflow, customer interaction, and quality control for consistent coffee preparation. By completing this programme, OZO ensures its baristas are equipped with the skills needed to provide a high-quality and memorable coffee experience, aligning with the brand’s commitment to excellence in hospitality.

OZO recognises the invaluable impact that exceptional service, and to ensure our commitment to excellence hence the need for this training programme. This initiative is designed to uplift service standards, focusing on refining skills and knowledge essential for delivering top-notch ‘A La Carte’ service. By immersing our staff in the principles of personalised and flexible offerings inherent in ‘A La Carte’ service, we aim to surpass the diverse expectations and preferences of our esteemed customers.

Ensuring a consistent and unified service experience is at the forefront of our goals, with a dedicated focus on communication skills, handling demanding situations, and fostering a positive customer experience across our team. The hands-on practical sessions and role-playing scenarios incorporated in the training are geared towards instilling confidence in our employees, empowering them to adeptly navigate various service situations. The inclusion of upselling techniques not only aligns with our revenue goals but also underscores our commitment to managing guest satisfaction. By concentrating on guest interactions, personalisation, and anticipation of needs, we aspire to create lasting impressions and cultivate loyalty among our patrons.

Furthermore, the training places significant emphasis on teamwork, operational efficiency, and staying abreast of industry trends, ensuring that our employees are well-equipped with the latest practices and innovations in the culinary and hospitality sphere. This training is a strategic investment in our team, aligning with OZO’s unwavering dedication to providing an exceptional and memorable dining experience for our valued customers.

The course caters to a spectrum of learning outcomes, making it suitable for both newcomers aspiring to enter the field of bartending and existing staff members seeking to enhance their skills.

The Basic Bar Skills course focuses on equipping employees with essential competencies. It starts by delving into Beverage Knowledge, ensuring a comprehensive understanding of beverages, from key ingredients to flavour profiles. The training then hones Mixology Techniques, emphasising precision in crafting popular cocktails to meet diverse patron preferences. Bar Setup and Organisation are highlighted for operational efficiency and a positive working environment, contributing to heightened customer satisfaction. Customer Service Excellence is seamlessly integrated, teaching professional handling of inquiries and orders to enhance the overall customer experience. The module on Responsible Service addresses principles ensuring a safe and compliant bar environment. Efficient Workflow strategies are developed, crucial for managing busy periods and maintaining customer satisfaction. Lastly, Team Collaboration is emphasized, promoting effective teamwork and communication for smooth operations, fostering a positive work environment.

In conclusion, this training is highly beneficial for OZO employees, providing a comprehensive skill set essential for success in the dynamic and customer-oriented field of bartending within the hospitality industry.

OZO Groups benefits from delivering this hospitality training programme to its employees as it aligns with the brand’s commitment to providing exceptional guest experiences. The programme focuses on instilling a customer-centric mindset, refining communication skills, and addressing guest needs proactively. With an emphasis on personalised service and creating memorable moments, the training enhances OZO’s ability to build strong emotional connections with guests, fostering loyalty. Overall, this programme equips our employees with the skills needed to consistently deliver outstanding service, reinforcing the brand’s identity and success in the market.

This course is designed to cultivate a customer-centric mindset among participants, emphasising the crucial role of exceptional guest experiences in the success of hospitality enterprises. Beginning with the fundamentals of customer-centricity, participants will delve into effective communication strategies tailored to diverse guest preferences. The course covers anticipating and fulfilling guest needs, equipping participants with skills to proactively address guest preferences. Problem resolution and conflict management techniques are explored to ensure professionalism in handling guest issues. Creating memorable guest experiences is a central theme, encouraging participants to exceed expectations through personalized service and the identification of unique opportunities. The course concludes with a focus on feedback collection and utilisation, providing practical strategies for continuous improvement based on guest insights. Through a combination of theory, practical exercises, and real-world examples, participants will emerge with a comprehensive skill set to elevate guest satisfaction and contribute to the success of hospitality organizations.

The decision to provide essential housekeeping training for our employees stems from our commitment to delivering unparalleled service excellence in the hospitality industry. Here are the key reasons behind offering essential housekeeping training:

  • Elevating Service Standards:
    • By equipping our employees with essential housekeeping skills, we aim to elevate the overall service standards provided.
  • Enhancing Guest Satisfaction:
    • Housekeeping plays a crucial role in shaping the guest experience. Well-trained housekeeping staff contribute directly to guest satisfaction.
  • Adherence to Industry Standards:
    • The hospitality industry has specific standards and expectations for housekeeping services. Training our employees ensures that they are well-versed in these standards, fostering compliance and reliability.
  • Operational Efficiency:
    • Well-trained housekeeping staff enhances operational efficiency. Employees equipped with essential housekeeping skills can manage tasks more effectively, contributing to smoother daily operations.
  • Professional Development and Job Satisfaction:
    • Providing essential housekeeping training demonstrates our commitment to the professional development of our employees.
    • Equipping them with valuable skills not only enhances their job performance but also contributes to job satisfaction, fostering a positive work environment.
  • Risk Mitigation:

Minimising risks enhances the overall reliability and trustworthiness of OZO Group’s services

The decision to provide training on the foundations of food and beverage service is driven by OZO Group’s commitment to excellence and versatility in service delivery. Key reasons for this training include:

  • Enhancing Customer Experience:
    • Elevating service standards to ensure a positive and memorable experience for customers, enhancing client satisfaction.
  • Meeting Industry Standards:
    • Adhering to specific industry standards, hygiene practices, and service protocols in the food and beverage sector.
  • Versatility of Skills:
    • Enabling employees to seamlessly transition between roles and industries, contributing confidently and competently to diverse client needs.
  • Adherence to Quality Standards:
    • Emphasizing the importance of maintaining quality standards in food preparation, presentation, and service.
  • Professional Development Opportunities:
    • Providing employees with opportunities for professional growth and expanding their skill sets within the food and beverage service industry.
  • Client-Centric Approach:
    • Adopting a client-centric mindset to align services with the specific needs and expectations of clients in the hospitality and related industries.
  • Comprehensive Service Offerings:
    • Enriching the overall competency of our workforce, allowing OZO Group to offer comprehensive services that meet diverse client requirements.
  1. Elevating Guest Experience:
    • Our primary goal is to enhance the overall guest experience by equipping our employees with advanced skills and knowledge in public area service excellence.
    • Instill in our team a commitment to creating welcoming atmospheres, fostering positive guest interactions, and ensuring the highest standards of cleanliness and presentation.


  1. Ensuring Consistent Quality Service:
    • By enrolling our employees in this training program, we aim to establish and reinforce consistent quality standards in public areas.
    • The focus on specialised cleaning techniques, resource management, and attention to detail aligns with our commitment to delivering a consistently high level of service across all our properties.


  1. Optimising Operational Efficiency:
    • Our objective is to optimise operational efficiency within our housekeeping teams by implementing strategies learned during the training.
    • Through better resource management and streamlined workflows, we anticipate a positive impact on the efficiency and effectiveness of our public area maintenance processes.


  1. Enhancing Team Collaboration:
    • Fostering effective teamwork and communication is a key priority. We believe that the training programme’s emphasis on team collaboration will strengthen our employees’ ability to work cohesively, ultimately contributing to a positive and efficient work environment.

OZO Group is committed to providing consistent and unparalleled services across various industries, including hospitality, care, manufacturing, and security. The training programme encompasses a comprehensive set of modules that align with our organizational goals and values:

  1. Maintaining High Service Standards: The training programme covers back-of-house operation. By equipping our employees with these skills, we aim to ensure that our services consistently meet and exceed the expectations of our valued clients.
  2. Diversified Services: With our involvement in various industries, the training programme provides a versatile skill set that enables our employees to excel in different service environments. This aligns with our strategy of offering a broad spectrum of outsourcing services.
  3. Industry Recognition: The training programme is instrumental in keeping our employees abreast of industry best practices and innovations.
  4. Social Responsibility: The training programme contributes to our social responsibility initiatives by emphasising safety protocols and equality measures.
  5. Competitive Edge: In a dynamic business landscape, continuous improvement is crucial. By instilling a mindset of continuous improvement through this training programme, we aim to maintain a competitive edge in the outsourcing and services industries.

By investing in specialised training for Room Attendants, we aim to align our housekeeping services with the highest industry standards. This training ensures that our staff is equipped with the essential skills and knowledge to maintain exceptional guest rooms, contributing directly to our commitment to excellence.

Enhancing Guest Satisfaction: Understanding the direct impact of housekeeping on overall guest satisfaction, we recognise the pivotal role that Room Attendants play in shaping the guest experience.

Optimising Operational Efficiency: By providing advanced time-management strategies and emphasising the importance of prioritizing tasks without compromising quality, we anticipate a positive impact on the overall operational efficiency within our housekeeping teams.

Ensuring Safety and Hygiene Standards: This training program reinforces the adherence to strict safety protocols and high hygiene standards, contributing to the creation of a clean and healthy environment for both guests and staff.

Cultivating a Customer-Centric Culture: The training’s focus on effective communication, personalized service, and problem-solving skills empowers our Room Attendants to exceed customer expectations, enhancing the overall guest experience.

Empowering Room Attendants with Advanced Skills: This training programme goes beyond basic housekeeping skills, offering advanced techniques in bed-making, surface cleaning, and problem resolution.

Learning Outcomes:
Introduction to Professional Skills in Hospitality (2 hours)
Understanding the importance of professional skills in the hospitality industry
Overview of key skills for success in various roles
Setting personal and professional development goals
Customer Service Excellence (4 hours)
Principles of exceptional customer service
Effective communication with guests
 Handling customer inquiries, complaints, and feedback
 Time Management for Hospitality Professionals (3 hours)
 Techniques for prioritizing tasks in a fast-paced environment
 Effective time delegation and multitasking
 Strategies for minimizing stress and maximizing productivity
 Problem-Solving and Decision-Making (4 hours)
 Identifying and analysing challenges in hospitality
 Developing effective problem-solving strategies
 Making informed and timely decisions
 Teamwork and Collaboration (3 hours)
 Importance of teamwork in the hospitality industry
 Effective communication within a team
 Resolving conflicts and fostering a positive team environment
 Adaptability and Flexibility (2 hours)
 Navigating change in the hospitality industry
 Adapting to evolving guest needs and industry trends
 Developing a flexible mindset
 Effective Communication in a Hospitality Setting (3 hours)
 Communicating with colleagues, superiors, and subordinates
 Writing professional emails and messages
 Non-verbal communication skills in the workplace
 Professional Networking and Relationship Building (2 hours)
 Importance of networking in the hospitality industry
 Building and maintaining professional relationships
 Leveraging networks for career advancement
 Stress Management Techniques (2 hours)
 Recognizing and managing stress in the workplace
 Coping strategies for high-pressure situations
 Promoting mental well-being in a hospitality career
 Ethics and Professional Conduct in Hospitality (2 hours)
 Understanding ethical considerations in hospitality
 Upholding professional standards and conduct
 Navigating moral dilemmas in the workplace
 Final Skills Showcase (2 hours)
 Participants demonstrate acquired skills through practical exercises
 Peer and instructor feedback

By enrolling our food and beverage professionals in this specialised training programme, we aim to raise the bar in service standards. The program’s focus on advanced techniques, personalised service, and innovative presentation aligns seamlessly with our commitment to providing exceptional experiences for our patrons.

This programme’s emphasis on creating memorable atmospheres and exceeding customer expectations perfectly aligns with our mission to provide unforgettable moments for our clientele. This programme addresses current culinary trends, encourages innovative concepts, and guides our team in adapting to changing consumer preferences. By investing in continuous learning, we ensure that our offerings remain dynamic and reflective of the latest industry developments. By providing our professionals with the tools and knowledge to master specialized food and beverage service, we are fostering a culture of continuous improvement and setting new benchmarks in the hospitality industry. This training programme equips our professionals to adapt their service to different settings, from high-end restaurants to themed venues, ensuring that our offerings are tailored to meet the diverse demands of each establishment within the OZO Group. This training addresses responsible alcohol service, handling challenging situations with grace, and promoting a safe and inclusive dining environment. Ensuring that our team operates with integrity and professionalism aligns seamlessly with our commitment to ethical business practices. The decision to enrol our employees in this training is driven by our unwavering commitment to excellence, guest satisfaction, and adaptability to industry dynamics. We believe that an investment in our team’s continuous development will not only enhance our service offerings but also reinforce OZO Group’s position as an industry leader.