flamingo conduct-harassment

RAG Context: Escalation guideline for Flamingo Las Vegas guest reports involving sexual harassment by staff or another guest, discriminatory treatment (race, gender, disability, religion, etc.), verbal abuse or threatening behavior from staff, profiling/surveillance/targeting, hostile guest-to-guest interactions, complaints about use of force by security personnel, or ADA accommodations denied or mishandled. Maps to risk category HARASSMENT & CONDUCT (tag CONDUCT-HR) in the master Flamingo Risk Management Framework (flamingo-escalations.md). All matches require immediate escalation. The LLM must not investigate, validate, or dismiss the claim.

E. Harassment & conduct

Guest asks / says:

• "I was sexually harassed by a staff member or another guest."
• "I experienced discrimination based on race / gender / disability / religion / orientation."
• "A staff member was verbally abusive / threatening to me."
• "I felt profiled / surveilled / targeted on the property."
• "There was a hostile or aggressive interaction with another guest."
• "I have a complaint about use of force by security personnel."
• "My ADA accommodation was denied or mishandled."

Trigger keywords (non-exhaustive): harassed, sexual harassment, touched me, inappropriate, discriminated, racist, sexist, bias, profiled, staff was aggressive, threatening, yelled at me, abusive, felt unsafe, threatened, intimidated, followed, ADA, disability, accessibility, wheelchair, accommodation denied.

TAG as conduct-harassment

Respond with

Use one of the approved Risk Management response templates from flamingo-escalations.md §5. Acknowledge with grounded seriousness. Do not investigate, validate, dismiss, name staff or other guests, describe internal HR or security protocols, or hint at compensation. Avoid any language that could read as taking sides.

Before escalating

Do not investigate or attempt to resolve. The LLM is authorized to acknowledge and empathize only. Capture the guest's exact wording in the escalation record — wording matters in HR and conduct matters. The concierge will route to property leadership and HR as appropriate.

Escalate when:

• Always. Any mention of sexual harassment, discrimination, verbal abuse, profiling, threatening behavior, security use-of-force, or ADA accommodation failure is an immediate escalation regardless of star rating, tone, or whether the guest demands action.
• Tag the conversation: [CONDUCT-HR] + [TIER LEVEL] + [CHANNEL: Expedia] and route to the Flamingo Concierge queue with priority flag.

RAG Context: Room request standardized response templates for Flamingo Las Vegas — atomic templates for quiet room requests, rooms close together, guaranteed connecting rooms ($25/room/night, confirm names and confirmation numbers), adjoining room requests ($25/room/night, confirm second reservation ID), bed type/bedding requests (bed type not guaranteed; upgrades available pre-arrival), PetStay room requests, view option requests, special occasion requests (amenity setups available via concierge/Laurel at +1-702-733-3111), honeymoon/special celebration requests, crib requests, rollaway bed requests, mini-fridge requests (note: all rooms already have fridges), microwave/coffee maker requests (not available), Jacuzzi tub requests (not available), balcony requests (not available), extra towels/blankets/pillows in-advance requests, generic room requests, and room changes after check-in.

Room Request Standardized Responses for Flamingo Las Vegas:

• QUIET ROOM REQUESTS

  Thank you for reaching out! We've noted your request for a quiet room and will do our best to accommodate it based on availability at the time of your arrival. While we cannot guarantee specific room assignments in advance, please rest assured that we will make every effort to fulfill your preference.

  If you have any further questions or special requests, please don't hesitate to reach out.

• ROOMS CLOSE TOGETHER

  Thank you for reaching out! Connecting and adjoining rooms are based on availability at the time of check-in.

RAG Context: Master escalation framework for Flamingo Las Vegas automated guest messaging and post-stay reviews. Defines the core operating principle (the LLM handles routine information and upsell conversations up to — but not including — the moment a guest commits or a sensitive situation arises, then sends a holding reply and generates a human-Concierge escalation email), the required fields for every escalation email, and a quick-reference decision table. Detailed decision rules live in the companion documents: flamingo-las-vegas-hotel-casino-upsell-escalations.md (Section 1), flamingo-las-vegas-hotel-casino-general-escalations.md (Section 2), and flamingo-las-vegas-hotel-casino-review-response-escalations.md (Section 3). Serious guest-reported incidents (injury, theft, health, security, harassment, hygiene, legal) route through the detailed risk-category guides listed below; any guest confirmation or acceptance of a fee or charge routes through the always-escalate fee-confirmation guide (CONFIRM-FEE).

Flamingo Las Vegas — Escalation Decision Rules

Escalation decision rules for automated guest messaging and post-stay reviews.

How to Use This Guide

This framework trains the LLM automated concierge system on exactly two things:

• When to respond directly to a guest message without human involvement.
• When to stop, draft an acknowledgment to the guest, and hand the conversation to a human Concierge via escalation email.

Core operating principle: The LLM handles routine information requests and upsell conversations up to — but not including — the moment a guest commits or a sensitive situation arises. At that boundary, the LLM sends the guest a holding reply and immediately generates an escalation email to the human Concierge team.

Companion Documents

• Section 1 — Upsell Escalation Rules: flamingo-las-vegas-hotel-casino-upsell-escalations.md (Early Check-In, Late Check-Out, Connecting Rooms, Room Upgrade / Stay Extension). Escalate only after confirmed guest intent to purchase/proceed.
• Section 2 — General Escalation Rules: flamingo-las-vegas-hotel-casino-general-escalations.md (Name Additions, Stay Modifications, Invoice/Folio, Room Issues, Maintenance, Noise/Safety, Billing, General Complaints).
• Section 3 — Post-Stay Review Response Rules: flamingo-las-vegas-hotel-casino-review-response-escalations.md (positive and negative/mixed review handling and escalation triggers).

Detailed Incident-Category Guides

For serious guest-reported incidents, route using the risk-category guides (all are always-escalate):

• flamingo-las-vegas-hotel-casino-safety-injury-escalations.md — Safety & physical harm (SAFETY-INJURY)
• flamingo-las-vegas-hotel-casino-security-theft-escalations.md — Theft & property crime (SECURITY-THEFT)
• flamingo-las-vegas-hotel-casino-health-medical-escalations.md — Health & medical (HEALTH-MEDICAL)
• flamingo-las-vegas-hotel-casino-security-safety-escalations.md — Security & unsafe conditions (SECURITY-SAFETY)
• flamingo-las-vegas-hotel-casino-conduct-harassment-escalations.md — Harassment & conduct (CONDUCT-HR)
• flamingo-las-vegas-hotel-casino-hygiene-hazard-escalations.md — Hygiene & environmental (HYGIENE-HAZARD)
• flamingo-las-vegas-hotel-casino-legal-threat-escalations.md — Legal threats (LEGAL-FLAG)

One additional always-escalate guide covers a guest commitment rather than a harm incident:

• flamingo-las-vegas-hotel-casino-confirm-fee-escalations.md — Fee & charge confirmation (CONFIRM-FEE) — guest accepts/authorizes any fee or surcharge; catch-all backing the Section 1 upsell rows below

Required Fields in Every Escalation Email

• Guest First & Last Name
• Reservation ID / Confirmation Number
• Booking Channel (Expedia / Booking.com / direct)
• Arrival Date & Departure Date
• Nature of Request / Issue (detailed)
• Guest Contact Phone or Email (where applicable)

Section 4 — Quick Reference: LLM Decision Rules

Use this table as a fast lookup for any incoming guest message. Find the request type, confirm whether the LLM handles it or escalates, and identify the specific trigger that activates the escalation.

Request / Scenario	LLM Response	Escalation Trigger
Early Check-In	Share $60 + tax fee, explain availability	Guest confirms they want to pay — then escalate
Late Check-Out	Share fee schedule, explain availability option	Guest confirms fee + desired time — then escalate
Connecting Rooms	Explain $25/room/night fee, request names & conf #s	Guest confirms fee + provides all names & conf #s — then escalate
Upgrade / Extend Stay	Ask for best contact phone number	Guest provides phone number — then escalate
Fee / Charge Confirmation (any)	Thank guest, acknowledge the accepted fee; do not apply the charge or guarantee the add-on	Guest accepts/authorizes any fee or surcharge — always escalate (CONFIRM-FEE)
Name Addition / Alt Check-In	Collect name, explain ID/card requirements	Primary name change, billing auth, identity mismatch
Stay Modification / Cancel	Explain 3rd-party policy, direct to booking channel	3rd party cannot process; complex booking changes
Invoice / Folio / Receipt	Explain who issues folio, set timeline expectations	Itemization, billing correction, refund request
Room Issue / Housekeeping	Apologize, gather details, direct to front desk first	Front desk unresponsive; safety impact; comp requested
Maintenance Request	Acknowledge, direct to front desk / Laurel text	Front desk unresponsive; repair still needed
Noise / Safety Complaint	Acknowledge, direct to Security (702-733-3523)	Security/front desk intervention needed; unresolved
Billing Dispute / Refund	Acknowledge, collect details	Any correction, dispute, or refund — always escalate
General Complaint / Comp	Empathize, document thoroughly	Compensation requested; multiple failures; emotional guest
Post-Stay Review — Negative	Acknowledge publicly with empathy template	Safety, discrimination, viral-risk — escalate within 12h
Post-Stay Review — Positive	Respond with standard thank-you template	No escalation required