As Antigua and Barbuda prepares to welcome Heads of Government, delegates, media, business leaders and visitors from across the 56 Commonwealth countries, the Antigua & Barbuda Hotels and Tourism Association (ABHTA) is preparing the nation’s hospitality and frontline professionals to deliver an exceptional standard of service through its enhanced E.A.S.E. Customer Service Excellence Programme.
Under the theme “E.A.S.E. into CHOGM: Preparing Antigua and Barbuda to Welcome the Commonwealth ,” the programme combines customer service excellence with specialised Commonwealth Cultural Awareness and Intelligence training, giving participants practical tools to confidently serve guests from diverse cultural backgrounds.
E.A.S.E. — Exceeding All Service Expectations — is designed to strengthen the skills of those who directly influence the visitor experience.
For CHOGM, the programme has been enhanced to ensure that participants are not only prepared to provide excellent service, but also understand the cultural nuances, customs, communication styles and expectations of visitors arriving from across the Commonwealth.
Whether working in a hotel, restaurant, villa, taxi, attraction, marina, tour operation, airport, volunteer role or any other customer-facing position, participants will gain practical skills to communicate effectively, demonstrate cultural sensitivity, exceed guest expectations and confidently manage challenging situations.
Through the programme, participants will learn how to:
- Deliver exceptional customer experiences with confidence
- Understand the cultural expectations of guests from across the Commonwealth
- Communicate effectively with visitors from different backgrounds
- Demonstrate cultural sensitivity and respect
- Manage conflict and recover service failures professionally
- Build customer loyalty through memorable service
- Apply emotional intelligence to enhance guest interactions
- Represent Antigua and Barbuda as a world-class tourism destination
A key feature of the enhanced E.A.S.E. Programme is its focus on Commonwealth Cultural Awareness and Intelligence.
Participants will gain practical knowledge of:
- Cultural customs and traditions
- Cross-cultural communication styles
- Religious and cultural considerations
- Diverse guest expectations by region
- Hospitalitality do’s and don’ts
- Real-world service scenarios and case studies
The training is intended to help participants recognise that exceptional service is not always one-size-fits-all. Understanding and respecting cultural differences can significantly influence how visitors experience Antigua and Barbuda and how they remember the destination long after their departure.
The E.A.S.E. Customer Service Excellence Programme will be delivered over two days online, comprising a total of six hours of training.
Training Sessions
Participants will have access to morning and afternoon training sessions:
Morning: 9:00 a.m. – 12:00 noon
Afternoon: 2:00 p.m. – 5:00 p.m.
Venue: Via Online Zoom
The first training cohorts will commence September 7, 8, 9 & 11, 2026, with additional dates to be made available based on demand.
Registrants will be assigned to their respective training sessions once the registration process has been completed.
Earn Your E.A.S.E. Pin
Every participant who successfully completes the programme will receive an official E.A.S.E. Pin to wear proudly — a visible symbol of their commitment to Exceeding All Service Expectations and delivering world-class service.
The investment is EC$100 per participant, covering both days of training.
Registration Link Here:
Organisations registering more than 25 employees are asked to contact the ABHTA directly at abhta@antiguahotels.org or 462-0374 / 462-4928 to coordinate their participation.
Registration closes Friday, August 28, 2026.
Through E.A.S.E. into CHOGM, the ABHTA is encouraging tourism businesses, organisations and other customer-facing sectors to invest in their teams and help ensure that Antigua and Barbuda is ready to provide an exceptional welcome to the Commonwealth.
Register today and become CHOGM Ready through the E.A.S.E. Customer Service Excellence Programme — Exceeding All Service Expectations.
About the Antigua & Barbuda Hotels and Tourism Association
The Antigua & Barbuda Hotels and Tourism Association (ABHTA) collectively represents the hospitality industry by educating, advocating and promoting to increase visitation and the economic benefits for Antigua and Barbuda. The primary focus is on the needs and best interests of the members of the Association.
The membership of the ABHTA is open to all hotels, restaurants, airlines, and companies directly or indirectly involved in the tourism sector of Antigua and Barbuda. Joining the Association is a way of showing your support of the island’s tourism product and helping us to further develop our tourism industry.
This article was originally published by Antigua News Room. Read the original article here: ABHTA Launches Enhanced Customer Service and Cultural Awareness Training to Prepare Antigua and Barbuda for CHOGM.