I think part of the problem is that it can get very busy at certain times of the day. I think they need more staff at those critical times at both check-in and on the Club floor.

At check-in, the concierge is supposed to help, but sometimes they are not as experienced. That's why sometimes they don't key your elevator card to give you access to the Club - it's just an oversight. So, a tip if you're told you're given Club access is to key the elevator and press the 20th floor. If it doesn't work you can go back right away while you're still on the ground floor to correct the problem.