10 & 5 Rule of Hospitality
WINTER SPRINGS, FLORIDA, USA — May 09, 2025
The 10 & 5 Rule of Hospitality: Lessons from the Field and the Front Desk
In baseball, keeping a team engaged over the course of a game is no small feat. Distractions like the smell of hot dogs or fans in the stands can easily steal a player’s attention. Coach Mike Barefoot from DP High School Baseball coined the term “false chatter” to describe the meaningless noise players make to appear engaged—when in reality, they’re not. It’s a façade that diverts focus from the team’s real objective.
This idea of authentic versus false engagement resonates far beyond the baseball field. It holds powerful lessons for the world of hospitality.
Hospitality Starts with Genuine Connection
When I began my journey in guest services at Hyatt, I learned a simple but transformative practice: the 10 & 5 Rule. Taught during bellman training, this rule was more than a guideline—it was a philosophy. Embracing it helped me build stronger relationships with both guests and teammates. It didn’t just boost my tips—it reshaped how I interact with people in all areas of life.
What Is the 10 & 5 Rule?
At its core, the rule encourages awareness and intentionality:
- At 10 feet: When a guest comes within ten feet, pause your conversation or task to acknowledge them—whether with eye contact, a smile, or a welcoming posture.
- At 5 feet: When they’re within five feet, greet them verbally—“Hello,” “Good morning,” or a simple “How can I help you?”
These two small acts create a moment of human connection. They signal attentiveness, respect, and readiness to serve—all fundamental to outstanding hospitality.
More Than a Rule—A Way of Life
The 10 & 5 Rule has stayed with me long after my Hyatt days. In a world increasingly dominated by screens and digital interactions, this simple principle helps me stay grounded in real-life connections. It reminds me to look up, be present, and engage intentionally with the people around me.
Whether you’re in hospitality, retail, education—or even coaching baseball—this rule has universal value. It’s about being mindful, building trust, and creating positive experiences with every interaction.
Why It Matters
True hospitality isn’t about scripted greetings or performative smiles. It’s about being present and making others feel seen and valued. By adopting the 10 & 5 Rule, you help create an environment where guests feel welcome and teams feel connected.
In a noisy world full of false chatter, the 10 & 5 Rule is a call to be real—and that makes all the difference.
