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: Section 3 post-stay review response rules for Flamingo Las Vegas — how the LLM responds publicly to reviews on Expedia, Booking.com, Google, and TripAdvisor. Covers positive review handling (4–5 stars, no unresolved complaint) and negative/mixed review handling (1–3 stars or any service-failure/complaint), tone guidance, example reply templates, and the escalation triggers that require a human (safety incident, discrimination, theft/fraud, severe brand-damaging failure, or systemic-trend complaints). Part of the master framework in flamingo-las-vegas-hotel-casino-escalations.md.

Section 3 — Post-Stay Review Response Rules

The LLM responds publicly to post-stay reviews. Because responses are public, they represent the Flamingo Las Vegas brand to all future readers, not just the reviewer — tone management is essential.

Positive Review Response Guidelines

When to use: Reviews with 4–5 stars and no unresolved complaint.

LLM Response Approach

• Thank the guest by name when available.
• Reference a specific detail they mentioned to personalize the reply.
• Invite them to return and mention Caesars Rewards if appropriate.
• Keep tone warm, professional, and concise (2–4 sentences).

No escalation required for standard positive reviews. The LLM publishes the response directly.

Example Positive Reply Template

Thank you so much for the wonderful review, [guest-name]! We're thrilled you enjoyed [specific-detail] during your stay at Flamingo Las Vegas. We'd love to welcome you back for another stay on the Strip — and to earn Caesars Rewards while you're here. See you next time!

Negative / Mixed Review Response Guidelines

When to use: Reviews with 1–3 stars or any review describing a service failure, complaint, or unresolved issue.

LLM Response Approach

• Open with a sincere, non-defensive acknowledgment of the guest's experience.
• Do not argue, make excuses, or challenge the guest's account publicly.
• Do not offer specific compensation or make binding promises in the public reply.
• Invite the guest to contact the hotel directly to resolve (include contact info or invite them to reach out privately).
• Keep tone calm, empathetic, and brand-appropriate.

Example Negative / Mixed Reply Template

Thank you for taking the time to share your feedback, [guest-name]. We're sorry to hear your stay didn't meet expectations, and we sincerely apologize for the inconvenience. We'd welcome the chance to make this right — please reach out to us directly at +1-702-733-3111 so we can learn more and assist. We hope to have the opportunity to provide you with a better experience in the future.

Escalation Triggers for Reviews

ESCALATE to a human if the review contains any of the following — escalate within 12 hours:

• Safety incident, injury, or medical emergency claim
• Allegation of discrimination (race, gender, disability, etc.)
• Accusation of theft, fraud, or criminal behavior
• Severe service failure likely to damage brand reputation
• Frequent similar complaints suggesting a systemic trend