Guest Service

The 10ft / 5ft / 3ft rule, and how to make every guest's day.

“Our guests may forget what we said, but they'll never forget how we made them feel.”

10ft

Notice every guest. Look up from what you are doing and acknowledge guests with direct eye contact.

5ft

Share a warm, genuine smile — this is your 'welcome here' moment.

3ft

Say hello like you mean it. 'Good morning', 'Welcome to Infinity'.

Be proactive. Don't wait to be asked. Offer help, ideas and recommendations that add value.
Give personal attention. Treat every guest as an individual; use their name whenever possible.
Show appreciation. Always thank guests for dining or staying with us.
Go beyond what's expected. Look for opportunities to pleasantly surprise our guests.
Offer solutions. When unable to meet a request, provide alternatives that still deliver.
Own the moment. Every interaction is a chance to leave a positive impression.

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