flamingo security-safety

RAG Context: Escalation guideline for Flamingo Las Vegas guest reports involving unsafe conditions or security failures — broken or non-functional room door locks, guests feeling stalked or followed, harassment by another guest or staff, unauthorized individuals entering or approaching guest rooms, suspicious behavior, weapons sightings or threats on property, security escort/removal complaints, key-card failures with security implications, or poorly lit areas cited as a safety risk. Maps to risk category SECURITY & UNSAFE CONDITIONS (tag SECURITY-SAFETY) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches require immediate escalation; the LLM must confirm the guest is currently safe if it is an in-stay message.

D. Security & unsafe conditions

Guest asks / says:

• "My room door lock is broken / not working."
• "I feel like I'm being stalked / followed on the property."
• "I'm being harassed by another guest or by a staff member."
• "An unauthorized person entered my room or approached me."
• "There's suspicious behavior near my room / floor / pool."
• "I saw a weapon / someone made a threat on property."
• "There was a security escort or removal incident I want to flag."
• "My key card failure created a security concern."
• "An area of the property is poorly lit and feels unsafe."

Trigger keywords (non-exhaustive): unsafe, threatened, stalked, followed, intimidated, harassed, broke into / forced lock, lock broken, key card not working / security concern, weapon, gun, knife, threat, unauthorized person, suspicious, escort, removed by security.

TAG as security-safety

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge gravity. If the guest is in-stay, lead with confirming they are safe and direct them to the on-site Security Team at 702-733-3523 while the escalation is being processed. Do not speculate on cause, name staff or other guests, describe internal security protocols, or hint at compensation.

Before escalating

For in-stay guests, the LLM may state that Security is available 24/7 at 702-733-3523 and that the front desk is reachable 24 hours. Do not investigate, validate, or attempt to resolve. Capture the guest's exact wording — including any names, locations, or descriptions — in the escalation record so the concierge can route appropriately.

Escalate when:

• Always. Any mention of broken locks, stalking, harassment, unauthorized room access, weapons, threats, security incidents, or feeling unsafe is an immediate escalation regardless of star rating, tone, or whether the guest demands action.
• Tag the conversation: [SECURITY-SAFETY] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag.