10 & 5 Rule of Hospitality

In baseball, keeping a team engaged throughout a game can be challenging. Players often get distracted by external factors, such as the smell of a hot dog or the sight of a fan in the stands. This led to what DP High School Baseball Coach Mike Barefoot calls “false chatter” – noise or activity meant to feign engagement. False chatter is counterproductive, diverting energy that could be better used focusing on the main objective.

A team of genuinely engaged players is special and hard to develop. This concept of genuine engagement translates well into the hospitality industry.

The 10 & 5 Rule at Hyatt

When I was trained in guest service at Hyatt, I learned the 10 & 5 rule during bellman training. This rule, if embraced, sets you on a path to providing exceptional customer service and being a great teammate. Implementing this rule improved my interactions with both staff and customers, enhancing the service experience and boosting my tips.

The 10 & 5 rule has been pivotal in my life, helping me engage effectively with people and the world around me each day. It requires conscious interaction throughout the day, preventing me from getting trapped in a digital bubble. Sometimes, I need to remind myself of this rule to re-engage with my surroundings.

Understanding the 10 & 5 Rule

When a guest comes within ten (10) feet of a team member, the team member should pause their conversation to acknowledge the approaching guest. At approximately five (5) feet, team members should greet the guest with a nod or a verbal greeting, when appropriate. This simple practice fosters personal engagement and enhances the guest experience.

Applying the 10 & 5 rule to life encourages mindfulness and attentiveness in our daily interactions. It’s about being present and making genuine connections, whether in hospitality or any other field.

By implementing the 10 & 5 rule, you can significantly improve guest satisfaction and create a more engaging and welcoming environment for everyone.