What is the 10 5 rule at hotels?
What is the 10 5 rule at hotels? Understanding the 10 and 5 Staff Rule Simply explained, the 10 and 5 Rule suggests that anytime a guest is within ten feet of a staff member, the staff member should make eye contact and warmly smile to acknowledge the oncoming guests.
What is the peak end rule in hospitality?
The peak-end rule is a concept in which people tend to judge an overall experience based on the emotional peak (the most positive or negative point) of the experience and how the experience ends. These points stick out more in people's memories, and because of this, they're used to judge the whole experience.
What is the Hilton 5 10 rule?
Simply explained, the 10 and 5 Rule suggests that anytime a guest is within ten feet of a staff member, the staff member should make eye contact and warmly smile to acknowledge the oncoming guests.
What is the 5 feet rule in hotel?
Once the employee is within 5 feet of the guest the employee must stop what they are doing, if it is a distraction, and then greet the guest verbally, preferably using the guest's last name (if known) in the greeting. This notion is important because it makes guests feel very warm and welcomed by the hotel's employees.
What is 10x10 rule in hotel?
These simple actions take service to a higher level, yet, they are missing in many organizations. I've expanded the Disney concept in my customer service training workshops by encouraging employees to greet customers within 10 seconds of coming within 10 feet of them. I call it the 10-10 rule.
What is the golden rule in hotel?
Extend a welcome: Make eye contact, smile, say hello, introduce yourself, call people by name, and extend a few words of concern. Notice when someone looks confused: Stop and lend a hand. Take time for courtesy and consideration: Kind words and polite gestures make people feel special.