Final answer:
The receptionist's statement is an example of sarcasm.
Step-by-step explanation:
The statement, "Oh, you poor thing, this must be an awful day for you", can be categorized as sarcasm. Sarcasm is a form of verbal irony where a statement is made that is intended to convey the opposite meaning.
In this case, the receptionist is using sarcasm to express that the day is actually a good one for Tom and Annie. Sarcasm is commonly used in literature, conversations, and various forms of media to add humor, emphasize a point, or express criticism.