“Hi”. “How are you doing?” “Nice to see you.” “Thanks for stopping by.” “How’ve you been?”
What do these simple phrases have in common? They’re greetings; expressions of welcome. There’s no hidden agenda, no secret meaning, just a warm acknowledgment that says, “You matter.”
A proper greeting is one of the most powerful gestures in the world. It creates an instant feeling of recognition and importance, two essential ingredients for a successful service interaction, especially in a hospitality environment. It’s the essence of the industry itself: “To be friendly and welcoming to guests and visitors.”
A proper greeting has three key ingredients:
- An expression of welcome
- A genuine smile
- Direct eye contact
When done correctly, and paired with the 10/5 Rule, this simple formula transforms service interactions. It creates a “ready-to-serve” atmosphere, where guests feel they can rely on your staff to help at a moment’s notice.
The 10/5 Rule: Small Actions, Big Impact
What’s the 10/5 Rule? It’s a simple behavioural guideline that should be second nature for anyone in hospitality:
- At 10 feet (3m): Make eye contact and smile.
- At 5 feet (1.5m): Add a verbal greeting
This approach is a hallmark of five-star service environments around the globe. From luxury hotels to international casinos and world-class restaurants, the 10/5 Rule fosters a sense of connection and readiness.
I’ve recently developed a new Rewards Program for a leading Sydney Club, and as part of the program, elevated service delivery is a key component. It is not just about what staff do, but how they do it. I am about to embark on a series of in-depth staff training sessions incorporating the 10/5 rule as the cornerstone of guest services. It will make all the difference to the program’s ongoing success and set the venue apart from its competitors.
The 10/5 silently communicates the following:
- “I see you.”
- “You’re important.”
- “I’m paying attention.”
- “I’m here to serve you.”
Also known as the “Zone of Hospitality,” when the 10/5 rule is consistently practised, this small act of courtesy speaks louder than any marketing campaign. It’s an invitation that makes guests feel valued, seen and cared for. Any venue can do it and it doesn’t cost you anything to implement.
So, What’s The Problem? Why Isn’t Your Team Doing It?
Take a walk around your venue and observe your staff. Are they:
- Avoiding eye contact?
- Staring at the floor, ceiling, or (heaven forbid) their phones?
- Missing countless opportunities to connect?
If so, it’s time to make a change.
How to implement the 10/5 Rule:
- Teach It. Start with leadership. Train your management team first, then cascade it through the ranks.
- Enforce It. Behavioural change requires reinforcement. Make it a non-negotiable part of your culture.
- Encourage It. Over time, your staff will see how this small gesture creates joy for others, and themselves. They’ll become converts, carrying this skill with them long after leaving your workplace.
Smiling and greeting another human being is a simple yet profoundly impactful gesture. It’s one of the easiest ways to brighten someone’s day, and it costs nothing.
Transform Your World, One Smile at a Time
Start small. Train your team. Lead by example. You’ll be amazed at how this minor adjustment can revolutionise your customer service and the atmosphere of your venue.
About the Author
Linda is a respected hospitality industry marketing specialist and creative consultant, having worked with many major Pub and Club groups across Australia for nearly two decades. Linda is a regular speaker and presenter at industry conferences and workshops, and at loyalty and player development seminars in the USA.
Throughout her career, Linda has acquired in-depth knowledge of Casino, Hotel and Club marketing, and was instrumental in designing and developing the first ever Club loyalty program, in addition to creating a VIP Host Management program.
