In Search of Service - The Rule of 10 & 5

People are always trying to overcomplicate service, and the end result is often that staff are so confused about the 10 or more “minimum standards” that they are supposed to be using at every guest interaction that their service seems rehearsed.



For example, I used to love it when an employee responded to a guest inquiry with an “it’s my pleasure.” And I could be wrong, but I believe that Ritz Carlton were the first to use it as a standard response for their team members.


Now, everyone is saying it, at most every Hotel company, so you have to ask yourself, is it really their pleasure? Of course not, and as a result of its over-use, it no longer has much of an impact on me at all, except when I can tell it is voiced by someone who truly embodies the service culture that we all strive to create.


I would like to see more companies focus on the basics, first, and do them well, CONSISTENTLY.


Take the 10 and 5 rule, remember that one?


When a guest comes within ten feet (10) of a team member(s), the team member(s) should cease their conversation to acknowledge the approaching guest by making eye contact. At approximately five (5) feet team members should acknowledge the guest(s) with a warm greeting, whenever appropriate.


When is the last time a Hotel company spent any time on this during their new team members’ orientation?


I don’t know about you, but at the end of the day, I still want to feel welcome when I stay at a Hotel, and valued as a customer, not looked down upon by staff members who appear disgruntled by the fact that you have interrupted their discussion of what they did on their days off, to ask for their assistance or directions.


A Hotel is supposed to be a home away from home, an oasis, in the middle of the concrete jungle.


In my home, I make people feel welcome, I acknowledge them when they enter a room, I approach them, rather than waiting to be approached, I use their name, and I let them know that I appreciate them coming to visit.

Isn’t that what it’s all about?

Isn’t that what makes people want to come back, again and again?

Nobody sits around their dining room table talking about how much they want to go back and visit their surly Uncle Frank.

It’s all about the basics, do those well, and then you can dazzle me with all of your other special attributes designed to make me want to stay at your Hotel, but if I don’t feel welcome, I won’t be back.