According to a nice phone rep with whom I spoke today:

1. Customers who dial in on the Globalist number always get a supervisor
2. She remembers hearing something about the new concierge dealie, during a recent training session.
3. She's surprised that I don't already have a separate number and email address for my own Hyatt concierge.
4. She will find out what happened, and why, and will contact me with the remedy.

This sounds so promising that I decided to hold my breath for the short duration until the info arrives.