One of the Las Vegas Strip’s most recognized hospitality providers, MGM Resorts International, is discontinuing traditional in-person concierge services at six of its Las Vegas properties.
As of April 28, the concierge desks at MGM Grand, The Signature at MGM Grand, New York-New York, Mandalay Bay, Park MGM and Vdara have permanently closed. The decision, confirmed by MGM in an official email, was made to closer align with “evolving guest preferences”, MGM representatives told the Las Vegas Review-Journal.
The company contends that more travelers are now turning to phone and digital self-service tools instead of seeking in-person assistance. Travel Weekly reported that MGM’s digital concierge platform is already handling over 70,000 guest interactions per month.
Concierge services will remain fully operational at MGM’s higher-end Strip properties—Bellagio, Aria, The Cosmopolitan and the W Las Vegas—where the company says demand for in-person service remains strong. Additionally, VIP concierge desks will still be available at Mandalay Bay, MGM Grand and Park MGM. Luxor’s concierge desk was eliminated years ago.
Guests staying at the affected properties will now have their concierge needs routed to centralized teams stationed at Bellagio and Aria, where MGM is adding staff to support the increased workload.
MGM Resorts states that 34 positions are being cut as part of what it describes as a “streamlining” process, denying claims from within the concierge community that as many as 60 jobs were eliminated. The company says affected staff are being offered alternative roles within the organization or receiving assistance with career transitions.
This development comes on the heels of other recent service changes at the Excalibur, where MGM cut its valet and bell services in March. That property is located just across from the site of the future Athletics baseball stadium, currently under development on the former Tropicana grounds.
The company maintains that these changes are not related to budget reductions, mass layoffs or financial difficulties. Rather, MGM says the move is a response to shifting industry trends aimed at improving the guest experience.
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