MGM Resorts to Close Concierge Services in Las Vegas
MGM Resorts International has confirmed it will close in-person concierge offerings at the majority of its Las Vegas Strip properties starting Monday. The company announced the decision via email, according to the Las Vegas Review-Journal, outlining that the closure will affect the Mandalay Bay, MGM Grand, New York-New York, Park MGM, The Signature, and Vdara.
LISTEN TO THIS ARTICLE:The move marks a significant shift away from a longstanding amenity that has been a staple of Las Vegas hotel casinos for decades. The company stated that operations at ARIA Resort & Casino, Bellagio Hotel & Casino, and The Cosmopolitan will remain unchanged.
Related: MGM Resorts Fined $85M Over Anti-Money Laundering LapsesGuests who seek concierge assistance will have their calls routed to the concierge teams at Aria and Bellagio. Luxor, another MGM property, had already eliminated its concierge desk in 2023.
MGM Resorts reported that 34 employees will lose their jobs as a result of the decision. The company disputed claims from within the concierge community, suggesting that about 60 positions were affected, calling that figure inaccurate. MGM emphasized that displaced employees are being offered other opportunities within the company or are receiving transition support to aid them in their next career steps.
The decision to streamline services comes shortly after MGM Resorts agreed to a financial settlement with Nevada regulators. The company will pay $8.5 million following findings that a former executive, Scott Sibella, allowed illegal bookmakers to gamble millions of dollars and pay debts in cash at MGM Grand and another Strip property.
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This agreement with regulators adds to a previous settlement, where MGM agreed to pay $7.45 million to federal authorities in California. That was for a similar violation involving illegal bookmaker Wayne Nix at MGM Grand and the Cosmopolitan, which MGM now owns.
MGM Resorts maintains that the concierge desk closures are not part of broader budget cuts, mass layoffs, or indications of financial instability. The company asserts the changes are a response to industry trends and shifts in guest behavior, particularly the growing preference for digital self-service options. Guests increasingly opt to handle reservations, ticket purchases, and other typical concierge tasks through apps and online platforms rather than seeking in-person assistance.
Last month, MGM Resorts also made adjustments to its staffing at the Excalibur Hotel & Casino, where valet and bell services were reduced. The Excalibur, located across from the future site of the Athletics stadium, saw these changes implemented under the same rationale of adapting to new guest preferences.
MGM Resorts continues to insist that these actions are targeted efforts to modernize services and enhance guest experiences rather than signs of economic distress or internal cutbacks.
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