how about room upgrade requests?

smoking or non?

complaints right away?

I've had great success using (John Searle's) speech acts: requests, promises, declarations, and assertions... who makes them, how, and how successfully.

One could observe the conversations using the 'rules of games.' All games have five basic rules: rule of purpose, inclusion rules, rules of action, rules to settle conflict, and rules of strategy. Purpose describes the point of the game or how to 'win;' inclusion rules describe who can play and who cannot, and the field of play; rules of action describe what can, can't and must be done (permitted, prohibited, and required); rules of conflict are how conflicts are resolved; and rules of strategy are the historical wisdom of how to best win. One can use the rules of games to observe the conversation 'as if' it were a game... if so what are the rules?

Good luck, Tony