MGM Resorts Phases Out Concierge Desks at Six Las Vegas Properties

MGM Resorts International will permanently shut down in-person concierge desks at six Las Vegas Strip properties starting today, April 28^th. Affected locations include MGM Grand, New York-New York, Park MGM, The Signature at MGM Grand, Mandalay Bay, and Vdara, as confirmed by an internal memo obtained by local reporters.

Concierge operations will remain intact at the Bellagio, Aria, and The Cosmopolitan. Calls to the discontinued desks will be rerouted to the Bellagio and Aria concierge teams. This change follows Luxor and Excalibur’s 2023 concierge desk closures, signaling a broader trend of streamlining traditional hospitality with modern trends.

Digital Shift Drives Closures

Once central to luxury hospitality, MGM’s concierge desks provided personalized services ranging from event bookings to travel logistics. The company attributes the phased closure to a significant decline in demand, with over 80% of guest requests now handled digitally through the MGM Rewards app. A company spokesperson clarified that the shift reflects evolving preferences, not financial pressures, emphasizing the app’s 24/7 convenience. Data shows MGM app usage surged over 200% during the COVID-19 pandemic, dwarfing in-person requests.

A similar transition saw Marriott axe over 800 concierge roles in 2024 while Caesars Entertainment expanded its chatbot integration for digital booking services. MGM reaffirmed commitments to high-quality services at the affected properties, where staff are undergoing training to bridge digital and in-person needs.

Staff Transitions

MGM Resorts’ concierge desk closures affect 34 employees, with the company offering internal transfers to other positions. Company officials disputed union claims of 60 impacted roles, stating that the figure is much lower.

The move is not the first significant staffing change MGM has made. In March, the casino operator let go of 60 valet and bell in Excalibur. It also eliminated 130 contact center positions as part of what it describes as “streamlining operations.”

Industry Concerns

While the company maintains that these cuts are isolated efficiency measures, critics point to a worrying pattern of an expected tourism revenue dip. Las Vegas influencer Vegas Starfish took her concerns to X: “Obviously America is going through it right now, but specifically in Las Vegas and MGM Resorts it feels like we are gearing up for lower tourism, a possible recession and department closings. With quiet rounds of layoffs taking place every couple of weeks, is this a restructuring or something bigger?”