I feel that the staff at the reception should be g...

I feel that the staff at the reception should be given more authority to offer free drinks to customer as they are at the front line. For example, we check in after a long weekend n due to manpower n the rooms fully booked during the long weekend, we ended up having a late check in n staff at the reception cannot offer us anything except saying they are trying to expedite on the rooms. As for the staff at the lounge done a good job, they offered to gave us free tea and ice cream knowing we are waiting anxiously for the rooms to check in and relax.