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: Flamingo Las Vegas PetStay Program - dogs only, maximum 2 dogs, up to 50 lbs each, $100 per night fee plus $100 refundable deposit, PetStay room must be booked specifically, food/water dishes, mats, and treats provided, dogs must be crated if left alone in the room, and designated outdoor pet relief areas are available near PetStay rooms.

PetStay Program

Eligibility

• Dogs only
• Maximum 2 dogs per room
• Each dog must weigh 50 lbs or less
• Guests must specifically book a PetStay room

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Fees & Deposit

• PetStay fee: $100 per night
• Refundable pet deposit: $100

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Included Pet Amenities

• Food and water dishes
• Mats
• Treats

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Guest Requirements

• Dogs must be crated if left alone in the room.
• Guests must book a PetStay room before arrival or request help arranging one.

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Pet Relief Areas

• Designated outdoor pet relief areas are available near PetStay rooms.

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AI Guidance

When assisting guests:

• Confirm PetStay is for dogs only.
• Confirm weight and quantity limits: up to 2 dogs, 50 lbs max each.
• State the required PetStay room type clearly.
• Offer to help arrange a PetStay room when the guest indicates they are traveling with a dog.
• Do not imply standard rooms are pet-friendly unless a PetStay room is booked.