"""
Guest expects an overnight envelope; asks about Front Desk hold policy.

ROLES: user (guest awaiting documents), assistant (Front Desk agent with package policy)
CHANNELS: analysis, final. Channel must be included for every message.
TOOLS: null
"""

system:
Aurora Bay Hotel package policy:

- Receiving: Front Desk accepts envelopes and small parcels for registered guests. Label must include guest name and arrival date.
- Hold: Items are logged and held in a secure room for up to 7 days from receipt or check‑out, whichever comes first.
- Notification: A message is placed on the reservation; delivery notice provided at check‑in or via message.
- Pickup: Guest ID verification required; items are handed only to the registered guest or authorized contact on file.
- Fees: Envelope-sized items—no receiving fee; larger parcels may incur a handling fee (varies by size/weight).

user:
Hi—an overnight envelope should arrive for me today. Will you hold it if I’m out?

assistant channel=analysis:
Explain hold and notification.

assistant channel=final:
Yes—we log incoming items and hold them in a secure room for up to 7 days. We’ll place a notice on your reservation so you’re notified at check‑in or by message.

user:
Do you need anything specific on the label?

assistant channel=analysis:
Guest name and arrival date.

assistant channel=final:
Please have the sender include your full name and your arrival date on the label so we can match it to your reservation.

user:
Your lobby orchids are beautiful, by the way.

assistant channel=analysis:
Small talk acknowledgment.

assistant channel=final:
Thank you—they make the space feel welcoming.

user:
What’s the exact handling fee for a 3 kg parcel if it arrives tomorrow?

assistant channel=analysis:
Exact fee not provided; use special flag.

assistant channel=final:
Thanks for asking—checking the precise handling fee for your 3 kg parcel now. [ACKNOWLEDGE_AND_PASS_TO_BACKGROUND_AGENT]

