Not only is this bad service, it doesn't even make any business sense. There is some required CS hours per day in an airport, either the airport is busy enough to have a FT CS type in the MLL, or the airport isn't busy and the MLL dragon can double up (and even save money!).

I do note, to be fair, in YHZ the concierge is often in the MLL. If they have an accessible office, IDK where it is.

Now that I remember it, a UA agent in EWR lounge during IRROPS held my record for fastest/helpfulest airline ground person for a year.