Every hotel role greets guests: at the door, in corridors, at breakfast and at the desk. Many hotels train the 10-5 rule for greetings, and a warm handover for when a guest needs a colleague, so that no guest feels passed around.
Why it matters
Guests judge the hotel in the first seconds of each contact. Being walked over and introduced feels caring; being sent from desk to desk does not.
Key ideas
The 10-5 rule
At about 3 metres (10 feet), make eye contact and smile. At about 1.5 metres (5 feet), greet the guest out loud.
Warm handover
Walk the guest to the right colleague, or call ahead, and explain their name and need.
Using names
Use a title and surname, such as 'Ms Rossi', and first names only if the guest invites you to.
Step by step
- 1
Make eye contact and smile as the guest approaches.
- 2
Greet them with the time of day, such as 'Good evening'.
- 3
Ask 'How may I help you?'
- 4
If a colleague must help, walk the guest over or call ahead.
- 5
Introduce the guest by name and explain what they need.
Do
- Pause your task when a guest speaks to you.
- Let guests go first in corridors, lifts and doorways.
- Greet guests even when you are just passing.
Common mistakes
- Don't point and say 'over there' when you can walk the guest.
- Don't keep chatting or using the radio while a guest waits.
- Don't hand over a guest without explaining why they are there.
The situation
You are a porter bringing in a guest's bags. She has had a long flight and wants a quiet room.
What a professional does
You walk her to reception and say, 'This is Ms Rossi, arriving today. She's had a long flight and would like a quiet room.' The receptionist greets her by name, and you take the bags up once she has her key.
Useful phrases
“Good morning, welcome to the hotel.”
“Let me take you to reception; my colleague will look after you.”
Pro tip
After a handover, stay until your colleague has greeted the guest.
Quick check
What is a warm handover?
Think about it, then show the answer
Taking the guest to the right colleague, or calling ahead, and explaining their name and need so they don't have to repeat it.