MGM Resorts Shutters In-Person Concierge Desks at Most Strip Properties

A historic aspect of the classic Las Vegas experience could be one step closer to extinction. MGM Resorts International announced the shutdown of physical concierge desks at most of its Strip resorts. While this development represents a streamlining measure, it coincides with the ongoing shift to digital service alternatives as venues navigate shifting consumer preferences.

Customers Increasingly Engage with Digital Solutions

Beginning Monday, concierge desks at MGM Grand, The Signature, New York-New York, Mandalay Bay, Park MGM, and Vdara will shut down. MGM confirmed the closures over the weekend, saying customers in need of assistance will be redirected to centralized teams based at Aria and Bellagio casino resorts. The Cosmopolitan in Las Vegas will join these two properties as the last remaining MGM venues offering in-person concierge services.

According to a recent Las Vegas Review-Journal report, this shift impacts 34 employees. Company representatives noted that MGM offered the affected personnel opportunities elsewhere within the company or provided them with transition assistance. MGM refuted previous rumors that the layoffs would affect nearly 60 jobs.

MGM described the cuts as an effort to “streamline” operations rather than a cost-cutting measure. The company cited evolving guest preferences as the primary motivator behind this decision, as guests increasingly turn to mobile apps and self-service kiosks to obtain assistance and information traditionally available through the concierge desk. 

MGM Remains Committed to Modernizing Its Offerings

The concierge closings coincide with MGM’s ongoing efforts to adapt to shifting industry dynamics. On the digital front, BetMGM, the company’s iGaming and online sports wagering arm, recently at its New Jersey announced 83 layoffs at its New Jersey office, responding to slow growth and increased competition in the sports betting space. Nonetheless, BetMGM maintains a solid presence in the online casino market.

Meanwhile, MGM Resorts reported robust financial results, reporting consolidated revenues of $17.2 billion in 2024, a 7% improvement over the previous year. The company recently collaborated with Playtech to develop a new live dealer studio at the MGM Grand. The studio, featuring popular live dealer games, should launch later this year, pending regulatory approval.

Though the absence of concierge desks could be a letdown for many returning Vegas guests, this shift aligns with MGM’s ongoing efforts to keep up with evolving customer preferences and embrace the digital age. While this development is understandable, it feels like more than just another operational adjustment, representing another step toward a less human, more digital Strip.