The rule dictates that when a staff member is 10 feet from a guest, the staff smiles and makes direct eye contact, and when they are within five feet, the staff verbally greets the guest.

Apr 20, 2013 · It's called the "15/5 rule," and employees must apply it to each other as well as those they serve. Everyone who visits the 298-room hotel is an "external guest."...

Apr 25, 2013 · 15/5 rule: When a guest is within 15 feet their presence should be acknowledged through some means whether a smile or head nod. Similarly, when a guest is within 5 feet they should be greeted in an appropriate manner whether …

Sep 29, 2017 · Simply: When we are 15 feet from a guest - we smile and make direct eye contact. Holding that smile and eye contact as the guest approaches, we then, at 5 feet - verbally greet or acknowledge the guest, with something appropriate for the occasion or time of day.

The 15 5 rule at a hotel is a simple concept that encourages hotel employees to proactively engage with guests. The rule states that if a hotel employee is within 15 feet of a guest, they should make eye contact and smile, and if they are within 5 feet, they should greet the guest.

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Mar 11, 2023 · The 15/5 rule is a set of guidelines that hotel staff must follow in order to provide the best possible service to their guests. The rule states that when a guest is within 15 feet of a hotel staff member, their presence should be acknowledged through some means, such as a smile or head nod.

Jan 8, 2024 · The 15 5 rule at Marriott is a management practice that encourages associates at all levels to spend 15 minutes every day reviewing what happened within the business, and to then take 5 minutes to write a note of recognition or thanks to a colleague who made a positive impact.

May 17, 2018 · Use the 15/5 rule. Employees are taught to make eye contact and smile at customers when they are within 15 feet. Employees then give a verbal greeting when customers are within 5 feet. Wonderful! Hire the right people.

Dr. Nathan Unruh explains a simple and effective guideline to do just that in today’s blog. It’s the “15 and 5 Principle” developed by the Marriott hotel company. The rule is that anytime you are within 15 feet of a guest, make eye contact and a friendly gesture. Within 5 feet, smile and say hello. It’s not hard.