MGM Resorts Ends Concierge Desks at 6 Vegas Properties

• MGM Resorts has eliminated the concierge desks from four of its Las Vegas casinos and two non-gaming properties
• This eliminates 34 jobs
• The company blames the cuts on “evolving guest preferences,” not an anticipated downturn in tourism

Starting Monday, your wait to speak to someone staffing the concierge desk at the MGM Grand, Park MGM, Mandalay Bay or New York-New York will be the rest of time.

MGM Resorts sent an all-staff email on Saturday announcing the end of concierge desks in those casino resorts, noting that 34 positions would be cut but that some unspecified number of affected employees would be offered positions elsewhere in the company.

The email noted that all concierge calls made from inside the affected hotels will be rerouted to Aria and Bellagio, which will still feature concierge desks — as will the Cosmopolitan.

The Luxor eliminated its concierge desk in 2023, as did its lower-rent sibling, the Excalibur, last year.

The concierge desk at MGM Signature and Vdara, nongaming hotel properties, will also be eliminated.

MGM is framing the move as a function of guest demand for more digital concierge services, claiming it’s not indicative of any expected downturn in tourism due to federal or global trends.

Just the Latest Round?

However, Las Vegas’ most prominent influencer, Vegas Starfish, had a different take when she broke the news via X on Saturday, after several laid-off concierge employees contacted her…

“Obviously America is going through it right now, but specifically in Las Vegas and at MGM Resorts it feels like we are gearing up for lower tourism, a possible recession and department closings,” she wrote. “With quiet rounds of layoffs taking place every couple of weeks, is this a restructuring or something bigger?”

Last April and May, MGM Resorts eliminated approximately 130 positions in its contact center (room reservations) department. And last month, MGM Resorts eliminated the valet and bell services staff at Excalibur.

In the latest round, MTM said 15 of the 34 affected employees have been absorbed into new roles within the company.