MGM Resorts Ends Concierge Service at Six Vegas Hotels
MGM Resorts International, one of the Las Vegas Strip’s most prominent hospitality operators, has announced the permanent closure of traditional in-person concierge desks at six of its properties, effective April 28, 2025. The change affects MGM Grand, The Signature at MGM Grand, New York-New York, Mandalay Bay, Park MGM and Vdara, where guests will no longer find staffed concierge counters in the lobbies. According to MGM, this decision reflects “evolving guest preferences” as more visitors turn to phone and digital self-service tools for assistance.
Under the new model, guests at the affected resorts will submit their requests through MGM’s digital concierge platform or via telephone. Those inquiries will then be handled by a centralized team based at the Bellagio and Aria, where additional staff are being brought on to manage the increased workload. MGM reports that its digital concierge platform already manages more than 70,000 guest interactions each month, illustrating the growing reliance on mobile apps and online services to make dining reservations, book show tickets or arrange transportation.
While in-person concierge services are being withdrawn at six properties, MGM Resorts will continue to offer full concierge desks at its higher-end Strip destinations—Bellagio, Aria, The Cosmopolitan and the W Las Vegas—where demand for face-to-face assistance remains strong. In addition, VIP concierge stations will remain available at Mandalay Bay, MGM Grand and Park MGM for high-roller and suite-level guests. The company had previously eliminated the Luxor concierge desk several years ago as part of earlier service adjustments.
MGM has confirmed that 34 positions are being cut in the affected hotels as part of a broader “streamlining” initiative, denying reports that up to 60 roles were eliminated. Employees impacted by the closures are being offered alternative positions within the MGM Resorts network or provided with career transition assistance. The resort operator emphasizes that these changes are not tied to budget cuts or financial distress but are instead intended to modernize services and enhance the guest experience.
This announcement follows recent service reductions at Excalibur, where valet and bell services were cut in March 2025. The Excalibur adjustments came shortly before construction began on the new Athletics baseball stadium across Tropicana Avenue, highlighting a shifting landscape of development and guest expectations on the Strip. MGM’s spokespersons maintain that the removal of traditional concierge desks is a strategic response to data showing that a growing majority of guests prefer to use digital channels and on-demand support rather than queue at a physical desk.
Despite some industry concerns about workforce reductions, MGM insists on its commitment to staff retraining and redeployment wherever possible. The company’s broader effort to integrate technology aligns with trends across global hospitality, where mobile check-in, digital room keys and AI-powered chat services are rapidly expanding. By reallocating resources from six individual concierge desks to centralized digital operations, MGM Resorts aims to deliver faster response times and more consistent service across its portfolio.
Travelers planning stays at MGM Grand, The Signature, New York-New York, Mandalay Bay, Park MGM or Vdara should anticipate using the MGM mobile app or calling the resort’s central concierge number for assistance. Those seeking in-person help can still visit the concierge lounges at Bellagio, Aria, The Cosmopolitan or the W Las Vegas, where dedicated staff will continue to provide personalized recommendations, reservations and local insights. With this shift, MGM Resorts International is betting that the future of resort hospitality lies in blending digital convenience with selective face-to-face service at its flagship properties.
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