As the twin-island nation of Antigua and Barbuda gears up to welcome thousands of delegates and international visitors for the 2026 Commonwealth Heads of Government Meeting (CHOGM), a nationwide push is underway to upskill customer-facing workers through specialized cultural sensitivity and customer service training.
Tourism Minister Charles “Max” Fernandez has publicly urged all frontline hospitality and service employees to take part in the capacity-building program, which is organized under the Antigua and Barbuda Hotels and Tourism Association’s E.A.S.E. Customer Service Excellence Programme. Open not only to traditional hotel staff but to all members of the public whose work brings them into contact with international guests, the initiative is designed to equip participants with the tools to engage confidently with visitors from all 56 Commonwealth member states, each with distinct cultural backgrounds and social norms.
In comments on the program, Fernandez emphasized that hosting CHOGM represents a once-in-a-generation opportunity for Antigua and Barbuda to put its best foot forward to the world. Beyond showcasing the stunning natural beauty of its tropical islands, the nation has a chance to demonstrate the warmth, professionalism, and hospitality that set its people apart, he said.
Unlike many event-specific preparedness efforts that focus only on core hospitality workers, the E.A.S.E. program casts a wide net, acknowledging that every interaction a visitor has with a local shapes their perception of the country. Fernandez stressed that this shared responsibility extends to workers across nearly every sector of the tourism economy: restaurant staff, taxi drivers, tour attraction employees, marina workers, airport personnel, and all other customer-facing roles are all informal ambassadors for Antigua and Barbuda, with every encounter leaving a lasting impression on guests.
The comprehensive training curriculum covers far more than basic customer service. Alongside core modules on cultural sensitivity to help workers navigate cross-cultural interactions respectfully and effectively, the program includes coursework on customer experience design, clear interpersonal communication, emotional intelligence, de-escalation and conflict resolution, and service recovery protocols to address guest concerns quickly.
Beyond the immediate goal of delivering seamless, high-quality service during the 2026 CHOGM, the training is a long-term investment in Antigua and Barbuda’s tourism competitiveness, Fernandez explained. The skills gained through the program will prepare the local workforce to deliver exceptional service for all future major international events, and align with the country’s broader strategic goal of positioning itself as a top-tier destination for the global meetings, incentives, conferences and exhibitions (MICE) industry.
“ The skills you gain through EASE … will prepare you to deliver exceptional service at CHOGM and for every international event that follows,” Fernandez told prospective participants.
To recognize the commitment of workers who complete the full program, all successful participants will receive an official EASE pin, a visible marker of their dedication to service excellence and their pride in representing Antigua and Barbuda on the global stage.