Answer: irate
Explanation: In simple words, irate refers to the complainers who share their negative opinion about an organisation within a small group. They usually complain so that others could benefit from their review.
In the given case, Tom is complaining about the lousy service from his friends but not to any third party. Also, he is doing so with the intention of awaring others.
Hence from the above we can conclude that Tom is an irate kind of complainer.
Answer:
The desk clerk should offer the guest the use of the lobby wireless, which the clerk knows to be problem-free, along with a discount.
Explanation: in other to maintain the guest's cluster of satisfactions, The guest clerk should make sure that things are put in place for the guest satisfaction.