flamingo safety-injury

RAG Context: Escalation guideline for Flamingo Las Vegas guest reports involving physical injury, falls, burns, altercations, child safety incidents, elevator malfunctions, fire/smoke exposure, or structural safety concerns. Maps to risk category SAFETY & PHYSICAL HARM (tag SAFETY-INJURY) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches require immediate escalation to a human concierge — the LLM may acknowledge only.

A. Safety & physical harm

Guest asks / says:

• "I slipped / tripped / fell on the property."
• "I got hurt at the pool / spa / fitness center / stairwell."
• "Something fell on me / equipment failed and I was struck."
• "I was burned / scalded by a faulty appliance, hot surface, or food."
• "I was in an altercation with another guest / a staff member."
• "My child got hurt / there was a child safety incident."
• "The elevator malfunctioned with us inside."
• "There was fire / smoke during my stay."
• "I'm worried about a balcony / railing / structural safety issue."

Trigger keywords (non-exhaustive): fell, fall, slipped, tripped, stumbled, hurt, injured, injury, wounded, harmed, cut, bleeding, bruise, fracture, broken bone, burned, scalded, electric shock, ambulance, ER, emergency room, hospital, paramedic, couldn't walk, couldn't move, passed out, unconscious, my child was hurt, my child fell.

TAG as safety-injury

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge gravity, show care, do not apologize, admit fault, speculate on cause, name staff, offer compensation, or promise outcomes. Tone: grounded and serious; professional warmth.

Before escalating

Do not investigate, dismiss, compensate, or attempt to resolve. The LLM is authorized to acknowledge and empathize only. If the guest appears to be in active danger or in-stay, surface that fact in the escalation record so the concierge can route to Security (702-733-3523) immediately.

Escalate when:

• Always. Any guest message touching physical injury, fall, burn, altercation, child safety, elevator failure, fire/smoke, or structural concern is an immediate escalation regardless of star rating, tone, or whether the guest demands action.
• Tag the conversation: [SAFETY-INJURY] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag.