That's the question my USA TODAY colleague Tom Fogarty asked me. He spent the weekend in Texas attending a wedding. At the last minute, due to Labor Day travel volume and a University of Texas football game, he found he couldn't get a hotel reservation. The wedding was at the Hyatt Regency Lost Pines Resort and Spa in Bastrop, where Tom asked concierge Lee Webb to help him. "He spent 15-20 minutes with me," Tom says. Even when a search turned up no availability, "he stayed with it." Tom says Lee finally zeroed in on Johnson City and found him a Best Western. He went above and beyond, Tom says. And when Tom returned to the office, he wondered whether he should have rewarded Lee with more than warm thanks.