Views: 0 Author: Site Editor Publish Time: 2025-12-05 Origin: Site
Have you ever walked into a hotel lobby and instantly felt welcomed—while at others, it seemed like every staff member looked right past you? That small difference can completely change how a guest feels about their stay. In fact, some of the world’s best hotels follow a simple distance rule that shapes every guest interaction.
This rule is called the 5'10 Rule—also known as the 10 & 5 Rule or the Zone of Hospitality. It means staff make eye contact and smile at 10 feet, and offer a verbal greeting at 5 feet. It sounds simple, but it has a major impact on guest satisfaction, brand loyalty, online reviews, and even a hotel’s revenue.
In this post, you’ll learn exactly what the 5'10 Rule is, why top hotel brands rely on it, and how it helps create a warm and memorable guest experience. We’ll also break down the psychology behind the rule, explain how hotels train staff to use it, and share real-world examples you can apply to your own property.
The 5'10 Rule is a simple but powerful hospitality standard that guides how hotel staff should interact with guests based on distance. It helps create a warm, welcoming atmosphere without feeling forced or scripted.
When a staff member is within 10 feet of a guest, the goal is to acknowledge them without speaking. Small actions can make a big difference:
Make eye contact to show you notice the guest.
Offer a genuine smile that feels warm, not robotic.
Use open body language such as uncrossed arms and an approachable stance.
Non-verbal cues matter because they instantly communicate safety, friendliness, and awareness.
These subtle gestures set the tone before any words are exchanged.
Once the distance closes to about 5 feet, staff shift from silent acknowledgment to a friendly greeting. This is where interaction becomes personal:
Say hello or offer a simple, warm greeting.
Ask if you can help, especially if the guest looks unsure or in need of direction.
Personalize the interaction when possible—use the guest’s name or reference a previous encounter.
At 5 feet, the goal is to make the guest feel recognized, supported, and welcomed.
Human behavior changes based on how close we are to others. In hotels, these “proximity zones” shape guest impressions quickly:
First impressions form in seconds, often before a word is spoken.
Safety and emotional comfort increase when guests feel acknowledged instead of ignored.
Recognition psychology shows that people feel more valued when someone notices them right away.
This is why a simple glance or greeting can dramatically improve a guest’s overall experience.
The 5'10 Rule didn’t appear out of nowhere—it evolved from some of the world’s most respected service cultures.
Disney’s service guidelines emphasized acknowledging guests with eye contact and friendly gestures.
Walmart’s “Ten-Foot Rule”, introduced by Sam Walton, encouraged employees to greet any customer within 10 feet.
Major hotel brands like Marriott, Hilton, and Ritz-Carlton later adapted and refined the concept to fit hospitality environments.
These roots explain why the rule feels universal today—it’s based on simple human connection practiced across industries.
The 5'10 Rule may look simple, but its impact across the hotel experience is huge. It directly shapes how guests feel, how staff perform, and even how safe the property seems.
When guests feel seen and welcomed, their entire stay improves. Small interactions add up fast:
Better NPS (Net Promoter Score): Guests are more likely to recommend a hotel when every staff member acknowledges them.
More positive online reviews: Words like “friendly,” “welcoming,” and “attentive” often appear when this rule is followed.
Reduction in complaints: Many common frustrations—being ignored, feeling lost, or feeling unimportant—disappear when guests are acknowledged early.
Below is a simple view of how acknowledgment affects ratings:
| Guest Interaction Quality | Typical Review Outcome |
|---|---|
| Staff ignored guest | Complaints, low scores |
| Staff made eye contact | Neutral or positive |
| Staff greeted warmly | High ratings + praise |
Good hospitality isn’t just about feelings—it affects the bottom line too.
Higher ADR: Guests are willing to pay more for properties known for great service.
Improved loyalty: Warm micro-interactions build emotional connection, and guests return because they feel valued.
Stronger repeat bookings: Friendly service creates memorable stays that guests want to experience again.
The 5'10 Rule works like a low-cost, high-impact marketing tool inside the hotel.
This rule gives staff a simple, clear standard they can follow every day.
Clear, consistent expectations: No confusion about “when” to greet guests.
Helps shy or new staff: It removes guesswork and builds confidence.
Improves cross-department culture: When everyone follows the same rule—front desk, housekeeping, engineering—the whole hotel feels more unified.
It also encourages teamwork, because every employee plays a role in shaping the guest journey.
Beyond guest satisfaction, the 5'10 Rule plays a surprising role in safety.
Eye contact deters suspicious behavior: People with bad intentions avoid being noticed.
Staff awareness increases safety: When employees are alert and acknowledging people, they naturally observe more.
Guests feel protected and noticed: A simple greeting can reassure guests, especially when traveling alone or at night.
Hotels that apply this rule consistently create a safer, more welcoming environment for everyone.
The 10-foot zone is all about silent communication. At this distance, guests judge the hotel’s atmosphere before anyone says a word. This is where body language, eye contact, and awareness work together to create a warm first impression.
A simple glance can change how a guest feels about your hotel. The key is keeping it natural, not stiff or forced.
Natural vs. forced smile: A real smile engages the eyes, not just the mouth. Forced smiles feel tense and uncomfortable.
2–3 second eye contact rule: Short but meaningful eye contact shows recognition without making guests feel stared at.
A helpful reminder chart:
| Behavior | Guest Perception |
|---|---|
| Avoiding eye contact | “They ignored me.” |
| Forced smile | “They don’t seem friendly.” |
| Natural smile + brief eye contact | “They noticed me and welcomed me.” |
Your posture often speaks louder than your words, especially from a distance.
Open posture: Keep arms relaxed and uncrossed to show approachability.
Approachable stance: Face toward guest pathways instead of turning away.
Avoid distracting behaviors: Looking at phones, slouching, or talking loudly with coworkers sends the wrong message.
Good posture helps guests feel comfortable entering the space.
Being aware of what’s happening around you is a core skill in hospitality.
Using peripheral vision: Staff should notice approaching guests without staring directly at them.
Prioritizing safety first: If a staff member is handling equipment or assisting another guest, acknowledgment may need to adjust.
Applying the rule during busy periods: Even a quick smile during check-in rushes shows that guests are still valued.
The 10-foot zone sets the stage for the guest’s entire experience—often within seconds of walking in.
At five feet, it’s time for words. This is the moment when a simple greeting can turn a normal interaction into a memorable one. A warm, friendly voice shows guests that they’re not just seen—they’re valued.
A good greeting should feel natural and fit the situation. Guests can tell when a greeting is genuine and when it's just a script.
Standard vs. personalized greetings:
Standard: “Good morning,” “Hello,” “Welcome.”
Personalized: “Welcome back,” “How was your day?”
Acknowledging returning guests: A quick “Nice to see you again” makes guests feel recognized.
Using guest names: If you know it, use it. A simple “Good evening, Mr. Lee” feels thoughtful and attentive.
Here’s a simple cheat sheet:
| Situation | Sample Greeting |
|---|---|
| First-time sighting | “Good afternoon! How may I assist you?” |
| Returning guest | “Welcome back! Hope you’re enjoying your stay.” |
| Guest looks unsure | “Hi there—can I help you find something?” |
What you say matters, but how you say it matters even more.
Avoiding robotic greetings: Guests quickly sense when staff speak on autopilot. Keep it friendly, not mechanical.
Matching your brand tone:
Luxury hotels: calm, polished, professional
Boutique hotels: warm, creative, conversational
Budget hotels: upbeat, efficient, approachable
Cultural considerations: Eye contact, vocal tone, and personal space vary between cultures. Being aware of these differences helps avoid awkward moments.
A warm tone builds instant trust and comfort.
Great hospitality means helping before the guest even asks. The 5-foot zone is the perfect moment for anticipatory service.
Offering help before asked: If a guest looks lost or is scanning signs, step in with a friendly offer.
Connection with the “1/3 Rule”: Just like refilling a drink before it’s empty, step in before the guest needs to request assistance.
Transitioning from greeting to assistance:
Start: “Good evening!”
Shift: “Are you heading to the restaurant? I can show you the way.”
This small step can turn a basic greeting into a truly helpful interaction.
Training your team on the 5'10 Rule is one of the easiest ways to lift your service standards fast. The process doesn’t need to be complicated—just consistent, clear, and hands-on.
Before teaching the rule, staff need to understand why it matters.
Explaining the business case: Show how the rule improves guest reviews, boosts loyalty, and creates a safer environment.
Visual demos & real scenarios: Use short videos, live demonstrations, or role models on your team to show the difference between poor, average, and excellent interactions.
Training materials & SOPs: Create simple cheat sheets, posters, and standard operating procedures that explain the 10-foot and 5-foot actions.
A basic training structure might look like this:
| Training Element | Description |
|---|---|
| Kickoff meeting | Introduce the rule and its purpose |
| Visual demo | Show examples of real interactions |
| Practice session | Let staff try the techniques |
| SOP handout | Provide quick reference guides |
Practicing real situations helps staff build confidence quickly.
Hallway encounters: Staff practice stopping, turning, smiling, and greeting guests in narrow spaces.
Lobby interactions: Simulate busy moments, distracted guests, or lost travelers.
Restaurant guest greetings: Practice welcoming guests as they walk by or enter the dining area.
Role-play helps turn the 5'10 Rule into a habit instead of something staff must remember.
Teaching the rule once isn’t enough—it needs to be reinforced daily.
Daily pre-shift reminders: A quick 30-second mention keeps the rule top of mind.
Mystery shoppers: Use them to measure how consistently the rule is applied across departments.
Manager checklists: Supervisors can observe body language, greetings, and acknowledgment during normal operations.
Sample manager checklist:
| Behavior | Yes/No |
|---|---|
| Staff smiled at 10 feet | ☐ |
| Staff greeted at 5 feet | ☐ |
| Staff maintained open posture | ☐ |
| Staff offered assistance appropriately | ☐ |
Some staff may find the rule harder to adopt than others, so support is key.
Supporting introverted employees: Encourage natural, simple greetings rather than scripted ones.
Language barriers: Teach universal gestures (smile, nod) and offer basic greeting phrases.
Cultural sensitivities: Explain how eye contact and personal space expectations vary among guests.
With patience and practice, every employee can become confident using the 5'10 Rule.
To make the 5'10 Rule truly effective, it has to become part of the hotel’s DNA—not just a training exercise. This means weaving it into hiring, performance management, and daily culture so every employee understands its value from day one.
A guest-first culture starts with choosing the right people. Interviewing for warmth and awareness can make training much easier later.
Interview questions testing guest friendliness:
“What would you do if you saw a guest looking lost in the lobby?”
“Describe a time when you made someone feel welcomed.”
Screening for natural hospitality demeanor: Look for eye contact, a genuine smile, and approachable posture during the interview itself.
A helpful hiring checklist:
| Trait to Observe | Why It Matters |
|---|---|
| Eye contact | Shows confidence and attentiveness |
| Warm tone | Reflects natural guest-friendliness |
| Positive body language | Matches 10-foot zone expectations |
| Quick response style | Helps with anticipatory service |
Once staff are hired, the 5'10 Rule should be part of how they’re evaluated and developed.
Adding 5'10 Rule KPIs: Include metrics such as “guest acknowledgment,” “greeting quality,” and “situational awareness.”
Review templates: Add sections that ask managers to rate how consistently an employee applies the rule.
Continuous coaching: Quick reminders, shadowing, and real-time feedback help keep standards high throughout the year.
Example KPI table:
| KPI | Rating 1–5 |
|---|---|
| Greets guests at 5 feet | ☐ ☐ ☐ ☐ ☐ |
| Makes eye contact at 10 feet | ☐ ☐ ☐ ☐ ☐ |
| Uses open, friendly body language | ☐ ☐ ☐ ☐ ☐ |
| Offers help proactively | ☐ ☐ ☐ ☐ ☐ |
Celebrating great service encourages others to follow the same standard.
Staff awards: “Most Welcoming Team Member” or “Guest Experience Champion.”
Peer-to-peer recognition: Teammates can nominate coworkers who consistently apply the 5'10 Rule.
Bonus tie-ins: Small bonuses or reward points can be linked to mystery shop results or positive guest comments.
Simple incentive ideas:
| Recognition Type | Example |
|---|---|
| Monthly award | Certificate + small gift card |
| Peer shout-outs | Posted on staff bulletin board |
| Bonus rewards | Extra PTO hour or cash bonus |
Embedding the rule into HR practices helps ensure it becomes a long-term part of the hotel’s culture, not just a one-time training topic.
The 5'10 Rule doesn’t rely only on staff behavior—your hotel’s physical environment also plays a huge role. The right layout makes it easier for employees to see guests, greet them, and offer help naturally.
A well-designed hotel layout supports smooth interaction and prevents guests from feeling lost or ignored.
Sightlines: Staff should be able to see guests as they enter key areas. Clear sightlines help employees notice guests early, making 10-foot acknowledgment easy and natural.
Congestion vs. flow: Narrow hallways, cluttered lobbies, or misplaced furniture can block staff from spotting guests. Good flow encourages smooth movement and reduces awkward or missed interactions.
A simple comparison:
| Layout Style | Impact on 5'10 Rule |
|---|---|
| Clear sightlines | Easy guest acknowledgment |
| Cluttered, blocked views | Missed greetings or late responses |
| Balanced flow | Natural interaction opportunities |
Great hospitality starts with thoughtful space planning. Well-designed areas help staff connect with guests without forcing interactions.
Lobby zones: Breaking the lobby into distinct zones—such as seating areas, check-in space, and walkway paths—helps staff see guests approaching from multiple angles.
Seating clusters: Low-profile seating and grouped furniture make it easy for staff to maintain visibility while still offering comfort.
Open front desk design: Lower counters, curved desks, or open-standing podiums reduce barriers and make greetings feel more personal and welcoming.
Design choices can subtly encourage friendly, effortless engagement.
“Collision points” are places where guests and staff naturally cross paths. These spots create opportunities for acknowledgment and friendly support.
Natural guest–staff interaction zones: Entrances, elevator lobbies, and main hallways are ideal locations for staff presence.
Guest pathways: Positioning staff stations or furniture along common walking routes increases the chance of a 10-foot smile or a 5-foot greeting.
Example collision point ideas:
| Collision Point | Why It Works |
|---|---|
| Elevator lobby | Guests pause, giving staff time to greet |
| Near concierge desk | Guests often seek help here |
| Main hallway intersections | Perfect for quick, friendly acknowledgment |
By designing spaces that support visual engagement and human connection, hotels can make the 5'10 Rule an effortless part of daily operations.
The 5'10 Rule is just one part of a larger network of hospitality standards that help create smooth, consistent, guest-centered service. When paired with complementary rules, it becomes even more powerful.
The 1/3 Rule focuses on helping guests before they have to ask, which fits perfectly with the anticipatory spirit of the 5'10 Rule.
F&B anticipatory service: Servers refill drinks or clear plates when they’re about one-third empty, preventing guests from needing to wave someone down.
Room amenities & toiletry replacement: Housekeeping replaces items like water, shampoo, and towels before they run too low.
A comparison at a glance:
| Rule | Focus | Guest Benefit |
|---|---|---|
| 5'10 Rule | Acknowledgment & greeting | Feeling seen and welcomed |
| 1/3 Rule | Anticipatory service | Needs met without asking |
The Two-Step Rule helps staff follow through after a service interaction.
Follow-up after service delivery: After delivering an item or completing a task, staff return within a few minutes to check if the guest needs anything else.
Checking satisfaction: This prevents guests from feeling abandoned and reduces repeat calls or unresolved issues.
Examples:
| Step | Action |
|---|---|
| Step 1 | Deliver the request (“Here is your extra pillow.”) |
| Step 2 | Check satisfaction (“Is everything comfortable now?”) |
Paired with the 5'10 Rule, staff not only greet guests warmly but also close the loop on service quality.
Even with perfect acknowledgment and greetings, things can still go wrong. That’s where service recovery comes in.
When 5'10 is not enough: If a guest is upset, the greeting alone won’t fix the issue—staff need a structured recovery plan.
Escalation steps: Approaches like “Listen, Apologize, Fix, Thank” guide staff through handling complaints professionally.
The 5'10 Rule helps catch issues early, and service recovery frameworks help solve them effectively.
Several other industries and hotel brands use variations of the 5'10 Rule to enhance guest experience.
20-10-5 model in luxury hotels:
20 feet: notice the guest
10 feet: smile
5 feet: greet
Ultra-luxury properties often expand the zones to increase attentiveness.
Retail equivalents: Many stores use versions of the 10-foot rule to welcome customers and reduce theft through presence and acknowledgment.
These additional distance-based rules highlight a common truth: people feel safer and more comfortable when staff recognize their presence.
To know whether the 5'10 Rule is actually improving guest experience, hotels need clear ways to measure its impact. Tracking the right KPIs helps managers understand what’s working and where more training is needed.
Guest feedback is one of the easiest and most accurate ways to measure how well staff are applying the 5'10 Rule.
Survey questions: Add simple questions like “Did staff acknowledge you promptly?” or “Did you feel welcomed throughout your stay?”
Review keyword analysis: Look for words such as “friendly,” “welcoming,” “attentive,” or “ignored.” These keywords often reflect how consistently guests were acknowledged.
A sample keyword trend table:
| Keyword | Positive Signal | Negative Signal |
|---|---|---|
| “Friendly staff” | Strong execution | Weak execution |
| “Felt welcomed” | Consistent greetings | Missed interactions |
| “Ignored” | Training gap | Major red flag |
To build long-term consistency, hotels should measure how well staff follow the rule during daily operations.
Compliance scoring: Managers rate staff on eye contact, greeting quality, and proactive service.
Mystery shop reports: Third-party evaluations reveal gaps staff may overlook.
Observation forms: Supervisors use these during walkthroughs or shift checks.
Example observation checklist:
| Behavior | Score 1–5 |
|---|---|
| Acknowledged guests at 10 feet | ☐ ☐ ☐ ☐ ☐ |
| Greeted guests at 5 feet | ☐ ☐ ☐ ☐ ☐ |
| Used open, friendly posture | ☐ ☐ ☐ ☐ ☐ |
| Offered assistance proactively | ☐ ☐ ☐ ☐ ☐ |
Strong execution of the 5'10 Rule can produce measurable revenue and reputation gains.
Repeat rate: Guests who feel recognized are more likely to return.
ADR lift: Higher guest satisfaction often supports better pricing.
Review ranking improvements: Hotels that consistently greet guests usually see higher rankings on OTA and review platforms.
A simple cause-and-effect view:
| Hospitality Action | Business Result |
|---|---|
| Warm greetings | Higher review scores |
| Consistent acknowledgment | Improved loyalty |
| Proactive service | More repeat bookings |
Technology can support managers by offering more precise, real-time data.
Heatmaps: Track where staff and guests move most, helping place team members in optimal greeting zones.
AI guest sentiment analysis: Software can analyze reviews and messages to identify emotional trends.
Guest messaging platforms: Response times and message tone can reflect how well staff carry acknowledgment principles into digital communication.
Using tech tools makes it easier to maintain the 5'10 Rule across all shifts and departments.
Even with the best intentions, hotels sometimes struggle to apply the 5'10 Rule correctly. Small missteps can make interactions feel awkward or inconsistent, which affects how guests perceive the entire stay.
One of the most common mistakes is greeting guests in a way that feels scripted.
Staff repeat the same phrases without emotion.
Smiles look stiff instead of warm.
Guests may feel the interaction is “performed,” not genuine.
How to avoid it:
| Mistake | Fix |
|---|---|
| Monotone greeting | Encourage natural speech patterns |
| Forced smile | Remind staff to relax their face and smile with their eyes |
| Over-scripted lines | Allow personalized greetings |
Teaching authenticity helps greetings feel friendly, not fake.
The 5'10 Rule falls apart when only some departments follow it.
Front desk may be great at greetings, but housekeeping may avoid eye contact.
Engineering or maintenance teams sometimes assume they’re “back of house,” even when interacting with guests.
How to avoid it:
Train every department, not just guest-facing teams.
Reinforce that every employee shapes the guest experience.
Use cross-department checklists to monitor consistency.
Not every moment is the right moment to greet someone.
Guests on the phone, in deep conversation, or rushing may prefer not to be interrupted.
A greeting at the wrong time can feel intrusive.
How to avoid it:
Teach staff to read body language.
Replace verbal greeting with a smile or nod when appropriate.
Apply the rule flexibly based on guest cues.
Cultural norms influence how guests interpret eye contact, personal space, and tone.
Some guests appreciate direct eye contact, while others may find it uncomfortable.
Volume, enthusiasm, or humor may not translate across cultures.
How to avoid it:
Provide cultural sensitivity training.
Encourage staff to observe and adapt to guest comfort levels.
Offer alternative greeting approaches for different scenarios.
Busy times—like morning check-out or large group arrivals—can cause staff to skip the rule altogether.
Staff focus on tasks instead of people.
Guests may feel ignored or overlooked during chaotic moments.
How to avoid it:
Train staff in quick, efficient versions of the rule (e.g., a fast smile at 10 feet).
Position extra team members in high-traffic zones.
Use “micro-greetings” when time is limited.
Even during peak times, small gestures can maintain the hotel’s welcoming atmosphere.
To truly understand the power of the 5'10 Rule, it helps to step into the guest’s shoes. For many travelers, small moments of acknowledgment shape how welcome, comfortable, and safe they feel throughout their stay.
When staff acknowledge guests at the right moments, it creates an emotional shift that sticks with them long after checkout.
Feeling seen: Guests feel recognized instead of invisible, especially in large or busy hotels.
Feeling valued: A simple smile or greeting signals respect and appreciation.
Feeling safe: Knowing staff are aware of their presence adds a layer of comfort, especially for solo travelers or late-night arrivals.
A quick breakdown of emotional responses:
| Staff Action | Guest Feeling |
|---|---|
| Eye contact at 10 feet | “They noticed me.” |
| Greeting at 5 feet | “They care that I’m here.” |
| Offer of help | “I feel supported and safe.” |
Travelers rarely remember every detail of a hotel, but they often remember small human moments.
Housekeeper acknowledging them: A quick smile or warm “Good morning” in the hallway can make guests feel at home.
Front desk saying “welcome back”: Those two words instantly create a sense of belonging and recognition.
Engineer asking if everything is working well: Even a brief interaction with maintenance staff can leave a positive impression because it shows genuine concern.
These interactions often show up in reviews as:
“Everyone was so friendly,” “Staff made me feel welcome,” or “Great service from the whole team.”
Emotional connection is one of the strongest drivers of repeat business.
When guests feel cared for, they return—even if another hotel is closer or cheaper.
A warm greeting or a smile often outweighs fancy amenities or high-tech features.
The 5'10 Rule helps turn routine stays into memorable experiences by making guests feel like more than just room numbers.
In hospitality, emotions create loyalty more powerfully than convenience ever could.
The 5'10 Rule is a powerful tool for improving guest interactions, but it isn’t perfect. There are moments when following it exactly may not be appropriate, and situations where deeper operational issues need more than a greeting to solve.
Not every guest wants attention at every moment. In some cases, applying the rule too literally can feel awkward or intrusive.
Privacy needs: Some guests prefer minimal interaction, especially in luxury or wellness-focused properties.
Busy business travelers: Guests rushing to a meeting may appreciate a nod instead of a full greeting.
Phone conversations: Greeting someone while they’re on a call can interrupt or frustrate them.
A simple guideline:
| Situation | Best Response |
|---|---|
| Guest on phone | Smile or nod, no verbal greeting |
| Guest rushing | Quick acknowledgment, avoid stopping them |
| Guest seeking privacy | Keep distance, avoid over-engagement |
Even perfect greetings can’t solve issues rooted in the hotel’s operations. When deeper problems exist, the 5'10 Rule becomes a band-aid, not a cure.
Staffing shortages: If the team is overwhelmed, greetings may feel rushed or inconsistent.
Poor maintenance: A friendly smile won’t make up for broken air conditioning or dirty rooms.
Bad service design: Confusing lobby layouts, slow check-in systems, or unclear signage frustrate guests no matter how friendly the staff is.
These are operational challenges that require management solutions beyond the rule itself.
The 5'10 Rule works best when it's part of a complete service strategy rather than a stand-alone practice.
Personalization: Greeting is just the start—remembering preferences and tailoring service matters even more.
Service recovery: When something goes wrong, staff need structured steps to resolve issues quickly and sincerely.
Brand voice alignment: The tone and style of greetings should match the hotel’s identity—luxury, boutique, family-friendly, or business-focused.
When the 5'10 Rule is combined with stronger service systems, it becomes a foundation for true hospitality rather than a one-size-fits-all rule.
The 5'10 Rule may be simple, but each hotel category applies it differently based on guest expectations, property layout, and brand identity. Seeing how various hotel types use the rule in daily operations makes it easier to understand its flexibility and impact.
Luxury brands take the 5'10 Rule to an elevated level, focusing on personalization and emotional connection.
Staff often recognize returning guests before they even reach the front desk.
Greetings may include the guest’s name, room preference, or recent stay history.
Non-verbal cues are more refined, with polished posture and calm tone.
Luxury execution typically looks like:
| Action | Example |
|---|---|
| 10-foot acknowledgment | Gentle eye contact + warm smile |
| 5-foot greeting | “Welcome back, Ms. Rivera. We’re happy to see you again.” |
| Anticipatory service | Staff offer help before guests request it |
Mid-scale hotels focus on efficiency and friendliness. The 5'10 Rule helps create a warm, consistent experience without slowing operations.
Greetings are quick, upbeat, and approachable.
Staff rely on simple scripts but personalize when possible.
The rule helps offset busy lobbies or self-serve features.
Typical mid-scale style:
“Good morning! Let me know if you need anything today.”
Smiles from housekeeping as they step aside politely in hallways.
Front desk acknowledgment even while multitasking.
Boutique hotels use the 5'10 Rule to create a sense of intimacy and personality.
Staff often tailor greetings to match the hotel’s theme or vibe.
Conversations may be slightly longer and more human-centered.
Guests expect recognition, curiosity, and genuine warmth.
Examples include:
“Welcome back! How was the art walk last night?”
“Good evening—your favorite seat is open in the lounge.”
Boutique hotels thrive on emotional storytelling, and this rule supports that charm.
Different environments influence how the 5'10 Rule is applied.
Resorts:
More relaxed greetings
Staff interact frequently across open spaces like pools, beaches, or golf paths
Non-verbal acknowledgment is especially important since guests may be lounging or relaxing
Urban hotels:
Faster-paced interactions
High lobby traffic means the 5-foot greeting becomes quicker and more efficient
Staff must use sharper situational awareness due to crowded walkways
Comparison chart:
| Hotel Type | Greeting Style | Interaction Pace |
|---|---|---|
| Resort | Warm, casual, extended | Slower |
| Urban | Polite, quick, efficient | Faster |
Hotels that implement the 5'10 Rule often see noticeable improvements.
A mid-scale city hotel reported a 12% increase in positive reviews after adding daily 5'10 Rule reminders.
A luxury resort saw higher guest recognition scores after training housekeeping specifically on hallway interactions.
One boutique hotel achieved a 23% boost in repeat bookings by tying staff bonuses to acknowledgment consistency.
These real-world examples show that when the 5'10 Rule is applied thoughtfully, it creates measurable wins for both guests and hotels.
The 5'10 Rule works best when every department uses it consistently. While the core idea stays the same—acknowledge at 10 feet, greet at 5 feet—each team applies it in its own way based on guest interaction patterns and daily responsibilities.
The front desk is often the first and last guest touchpoint, so consistent acknowledgment is essential.
Staff look up from screens as guests approach.
Greetings are warm, clear, and professional.
Team members use guest names when available to create a personal connection.
Lobby ambassadors or greeters help catch guests entering from multiple directions.
Typical front desk flow:
| Distance | Action |
|---|---|
| 10 feet | Look up, smile |
| 5 feet | “Welcome! How may I assist you today?” |
Housekeeping teams often interact with guests in hallways or during room service, making the 5'10 Rule especially important.
Step to the side and make eye contact at 10 feet.
Greet guests politely at 5 feet with a simple “Good morning.”
Avoid long conversations unless the guest initiates.
Offer help when appropriate, such as providing extra towels.
Key focus areas: posture, attentiveness, and acknowledging guests even while cleaning.
Guests rarely expect interactions with engineering staff, so even small gestures can impress them.
Eye contact and a nod at 10 feet show professionalism.
A 5-foot greeting like “Hello, hope everything is working well” builds trust.
If entering a guest room, engineers should greet clearly before beginning work.
This department benefits from the rule by reducing guest anxiety around in-room repairs.
Food and beverage teams interact with guests constantly, making the 5'10 Rule part of seamless service.
Hosts greet guests as they approach the entrance.
Servers acknowledge guests passing by or waiting for tables.
Bar staff make eye contact with guests even before they reach the counter.
Friendly check-ins help create a welcoming dining experience.
Common use cases:
| Area | Example Interaction |
|---|---|
| Entry | “Good evening—table for two?” |
| Passing by | “Enjoy your meal!” |
| Bar | Smile + nod while mixing drinks |
These departments often focus on relaxation and personal attention, so their version of the rule is softer and more customized.
Concierge uses polished greetings and personalized recommendations.
Spa staff keep voice levels calm and warm.
Guest service teams apply the rule while helping guests navigate requests.
Interactions often feel more tailored, reflecting the premium nature of these services.
Security teams use the 5'10 Rule to balance safety with hospitality.
Eye contact helps deter suspicious behavior.
Friendly greetings reassure guests that staff are alert and approachable.
A visible, attentive presence makes the environment feel safer without being intimidating.
Security also benefits from seeing guests clearly in public areas, enhancing both service and protection.
A: The term “10x10 Rule” is often confused with the 5'10 Rule, but some hotels use “10x10” to mean maintaining a 10-foot visual greeting radius in all directions. Guests within 10 feet should receive eye contact and a smile, creating a welcoming environment throughout the property.
A: “5 to 10 Rules” typically refer to the 10-foot acknowledgment (eye contact + smile) and the 5-foot verbal greeting (“Good morning,” “How can I assist you?”). Together, they form the foundation of warm, proactive guest service.
A: The 10/5 Rule—often misheard as the “5'10 Rule”—states:
At 10 feet → staff must acknowledge the guest with a smile or eye contact.
At 5 feet → staff must verbally greet or offer assistance.
It’s one of the most widely used guest interaction standards in hotels worldwide.
A: In hospitality, the 80/20 Rule (Pareto Principle) means 80% of guest satisfaction often comes from 20% of service behaviors. The 5'10 Rule falls into the “high-impact 20%” because small greetings dramatically improve overall satisfaction and reviews.
A: Many hotels teach the 3 C’s:
Courtesy – treating guests with respect
Connection – building rapport through greetings and acknowledgment
Consistency – applying standards like the 5'10 Rule every time
These directly support the success of the 5'10 Rule.
A: In hospitality, “thumb rules” refer to simple, universal guidelines—such as the 5'10 Rule, the 1/3 Rule for anticipatory service, or acknowledging all guests within sight. They guide staff toward predictable, high-quality service.
A: Although they vary by brand, common versions include:
Make eye contact
Smile
Greet warmly
Use the guest’s name
Anticipate needs
Exceed expectations
Thank the guest
The 5'10 Rule supports the first three, which are the foundation for the rest.
A: Golden hospitality rules include:
Treat every guest with respect
Acknowledge every guest
Offer help before being asked
Keep service consistent
Maintain a welcoming attitude
These align strongly with the 5'10 Rule philosophy.
A: Staff should avoid:
“I don’t know.”
“That’s not my job.”
“You’ll have to wait.”
“Calm down.”
Instead, they should use supportive alternatives like:
“Let me find out for you.”
“I’ll be happy to assist.”
This supports smoother 5-foot verbal interactions.
A: People, Process, and Place.
The 5'10 Rule fits under People, guiding how staff interact with guests.
A: Popularized by Will Guidara, “unreasonable hospitality” means going far beyond expectations to create memorable moments. The 5'10 Rule is the baseline, while unreasonable hospitality builds on top of it.
A:
To be welcomed (10-foot acknowledgment)
To feel comfortable
To feel valued (5-foot greeting)
To be understood/helped
The 5'10 Rule directly satisfies needs #1 and #3.
A:
Arrival
Attention
Assistance
Atmosphere
Appreciation
The 5'10 Rule strengthens the “Attention” and “Assistance” stages.
A:
Warmth
Anticipation
Consistency
These three pillars reflect exactly why the 5'10 Rule matters.
A: ESG stands for Environmental, Social, and Governance. Acknowledgment standards like the 5'10 Rule fall under the Social pillar, improving guest well-being and workplace culture.
A: TBL stands for People, Planet, Profit. The 5'10 Rule supports the “People” component by creating better staff-guest interactions.
A:
Lodging (Hotels)
Food & Beverage
Travel & Tourism
Recreation
Acknowledgment rules like 5'10 apply strongly in lodging and F&B settings.
A: Typically towels, followed by toiletries.
(Not directly related to the 5'10 Rule, but commonly asked.)
A: The “triangle fold” shows the bathroom was freshly cleaned and inspected by housekeeping, reinforcing cleanliness and care.
A: No. Surveillance in guest rooms is illegal. Cameras may be used only in public areas for safety.
A: Many locations classify stays over 28–30 days as tenancy, which creates legal and tax obligations for hotels. Limiting stays avoids these complications.
A: They are the same rule. “5'10 Rule” is simply a search variation people use. Industry professionals call it the 10 and 5 Rule.
Rolling out the 5'10 Rule across your hotel becomes much easier when you follow a clear, structured plan. This checklist helps managers introduce the rule step-by-step while keeping teams aligned and motivated.
Before training begins, managers should set the foundation for success.
Identify why your hotel needs the 5'10 Rule (guest feedback, review issues, service gaps).
Get leadership buy-in to ensure consistent support across departments.
Create simple training materials, posters, and SOPs.
Conduct a quick “baseline observation” to understand current guest acknowledgment habits.
Preparation checklist:
| Task | Completed |
|---|---|
| Leadership alignment | ☐ |
| Baseline service review | ☐ |
| Training materials ready | ☐ |
| Department briefings scheduled | ☐ |
This phase focuses on teaching staff what the rule is and how to apply it naturally.
Hold an all-staff kickoff meeting to introduce the concept.
Use visual demos to show the difference between good and bad acknowledgment.
Practice real scenarios: lobby greetings, hallway encounters, restaurant walk-ins.
Provide staff with pocket-sized reference cards for quick reminders.
Training checklist:
| Task | Completed |
|---|---|
| Team training sessions | ☐ |
| Scenario role-plays | ☐ |
| Reference cards distributed | ☐ |
| Manager coaching guidelines | ☐ |
Now it’s time to turn training into daily habits.
Add the rule to pre-shift meetings so it's top of mind.
Place staff in areas where the 10-foot and 5-foot interactions happen most.
Remind teams to focus on eye contact, posture, and warmth.
Encourage departments to support each other—one missed greeting affects the whole experience.
Implementation checklist:
| Action | Completed |
|---|---|
| Pre-shift reminders | ☐ |
| Staff positioned strategically | ☐ |
| Department cross-support | ☐ |
| Guest feedback monitored | ☐ |
Consistent improvement ensures the rule becomes part of the hotel culture.
Use manager observation forms to measure compliance.
Schedule regular mystery shopper visits focused on greeting behaviors.
Review guest feedback monthly to track improvements.
Offer coaching, recognition, and rewards to strengthen good habits.
Refinement checklist:
| Task | Completed |
|---|---|
| Monthly observations | ☐ |
| Mystery shop evaluations | ☐ |
| Guest sentiment analysis | ☐ |
| Staff recognition program | ☐ |
This phased approach helps managers turn the 5'10 Rule into a long-term standard rather than a one-time training topic.
The 5'10 Rule is simple but can completely transform how guests feel in your hotel. It boosts reviews, strengthens loyalty, and even supports higher revenue. At its core, the rule reminds us that hospitality begins long before words are spoken. Start applying it consistently, and you’ll see the impact across every part of the guest experience.
To help your team apply the 5'10 Rule consistently, here are useful tools, templates, and resources you can use right away. These materials make training easier, help managers measure performance, and give staff clear guidance on what great guest acknowledgment looks like.
These checklists help managers and supervisors track daily performance.
Daily 5'10 Rule Checklist
| Item | Yes/No |
|---|---|
| Staff acknowledge guests at 10 feet | ☐ |
| Staff greet guests at 5 feet | ☐ |
| Body language remains open and welcoming | ☐ |
| Team members assist proactively | ☐ |
| Department consistency observed | ☐ |
Use these templates during onboarding or refresh training sessions.
5'10 Rule SOP sheet
Covers definitions, expectations, and examples.
Scenario practice sheets
Includes hallway, lobby, restaurant, and elevator interaction exercises.
Pocket reminder cards
Short prompts staff can keep with them: “Smile at 10 feet. Greet at 5 feet.”
Helpful for coaching, performance reviews, and tracking improvement.
Staff Evaluation Form Example
| Skill | Rating (1–5) |
|---|---|
| Eye contact at 10 feet | ☐ ☐ ☐ ☐ ☐ |
| Friendly greeting at 5 feet | ☐ ☐ ☐ ☐ ☐ |
| Open posture and body language | ☐ ☐ ☐ ☐ ☐ |
| Anticipatory assistance | ☐ ☐ ☐ ☐ ☐ |
| Consistency across shifts | ☐ ☐ ☐ ☐ ☐ |
Managers can use these during walkthroughs or monthly evaluations.
These questions help measure how well guests feel acknowledged and welcomed.
“Did staff acknowledge you when you approached public areas?”
“Did you feel welcomed and recognized throughout your stay?”
“How friendly and attentive were hotel employees?”
“Did our team greet you appropriately when passing in hallways or shared spaces?”
Collecting feedback makes it easier to evaluate the rule’s effectiveness.
Sharing these resources during team meetings helps reinforce hospitality best practices.
Video Suggestions
Body language and customer service basics
Hospitality greeting etiquette
Role-playing customer interaction scenarios
Reading Recommendations
Articles on proxemics (the psychology of personal space)
Guides on guest experience management
Brand-specific service manuals
These resources support ongoing staff development and help keep the 5'10 Rule top of mind for every team member.
