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.
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:
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.
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.
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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:
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:
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:
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.
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