Originally Posted by Dr. HFH

The Lurkers are one of the reasons that I'm so loyal to Marriott. I think that I've only asked for their assistance two or three times, but they're an invaluable resource. I find it hard to imagine getting "Bonvoyed" if you get the Lurkers involved early when you have a problem. I place a high priority on avoiding problem in all aspects of my life.

Interestingly, one of my regular hotels, SGS, has a Lurker type staff position. She seems to roam the hotel as a general good will ambassador, and the GM has vested her with the authority to solve problems and address guest requests on the spot without having to check with someone higher up in management.