In the hotels in which I worked, neither of these people would be able to fix this problem. These positions are part of the Rooms Department, which essentially handles the operation of the hotel. They would handle this issue for same-day arrivals (or possibly a day or two prior).

Anything reservations-related issues in the future are the domain of the Sales Department. To reach someone at the hotel that might help here, call during normal business hours and ask for the "On-Site Reservations Office".

Of course, not every hotel will have the same structure. But, where I worked these demarcations were rigid.