Haven't called Customer Service/Reservations in a while (at least since the long hold times with the new program last August), but is there actually a specialist Platinum/Titanium team nowadays that pick up the phone (like the previous SPG Platinum Concierge team), or is calling nowadays just a faster route to the same general phone team for everyone?

Have a special request for an upcoming reservation and wondering if it would be more effective to just contact the hotel directly...

Thanks!