My concierge is Suny and they're solid! I had to arrange a family trip at GH Fukuoka of four rooms and different arrival times (with me being last to arrive). Concierge made sure the team was aware of who they are (the rooms were originally all booked under my name) and room was ready at arrival. Birthday cake arranged for my Dad. Even suggested I use Guest of Honor certificates over the Club Access passes I originally applied via phone.

Certain things I think is easier done via general phone line, like booking rooms or apply SUA to a stay if you already see availability online.