What is the 15 5 rule at Marriott?

Written by Editorial Team | Last Updated: August 2026

The 15-5 rule at Marriott represents a foundational customer service philosophy and guest interaction standard implemented across hospitality properties. It dictates that hotel staff must acknowledge any guest who is fifteen feet away with a warm, friendly smile and a welcoming nod, and transition to a clear verbal greeting when the guest comes within five feet, ensuring every visitor feels immediately recognized and valued.

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