The Las Vegas Strip is witnessing the quiet disappearance of a longstanding hotel tradition. MGM Resorts International has confirmed it will permanently close concierge desks at six of its major properties starting Monday.

An internal communication shared by the company and cited by Las Vegas Review-Journal revealed that the MGM Grand, Park MGM, The Signature at MGM Grand, Mandalay Bay, New York-New York, and Vdara will all be shuttering their in-person concierge desks. Meanwhile, no changes are planned at the Bellagio, Aria, or the Cosmopolitan, where guests will still have access to staffed concierge services. In a transitional measure, any concierge calls from the affected properties will be redirected to the Bellagio and Aria concierge teams.

Shifts in Guest Behavior Drive Changes

Concierge desks, once a hallmark of the luxury hotel experience, traditionally offered services like booking entertainment, securing dinner reservations, arranging car rentals, and even helping plan proposals. However, according to MGM Resorts, the decision stems from a notable shift in guest behavior, with travelers increasingly favoring digital solutions over face-to-face interactions.

In a statement, MGM emphasized that the closures were made to align with “evolving guest preferences,” not due to budget constraints or fears of an economic downturn. “Guests seeking such assistance are more often using digital self-service options,” the company explained.

Guests at MGM properties can continue to access a digital concierge service via the MGM Rewards app, which offers 24/7 assistance.

Employee Impact and Transition Support

The closures will result in the elimination of 34 positions, although MGM Resorts clarified that affected employees are being offered opportunities to transfer within the company or are receiving help with career transitions. Company representatives also refuted claims circulating among concierge workers that as many as 60 jobs were impacted, stating the actual number is notably lower.

This move echoes previous staffing changes at MGM properties. In March, valet and bell services staff at Excalibur were also cut. MGM Resorts maintains that these measures are not part of a widespread layoff initiative but rather adjustments intended to better serve modern guests.

Nevertheless, some industry observers are wary. Vegas Starfish, a well-known Las Vegas influencer, shared her concerns on X, writing, “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 added, “With quiet rounds of layoffs taking place every couple of weeks, is this a restructuring or something bigger?”

Broader Trends Across the Strip

MGM Resorts, which oversees more than a dozen hotels along the Strip, including the Bellagio, Aria, Luxor, and Excalibur, has been gradually shifting its service model. The Luxor ended its own concierge desk operations some time ago, although it maintains a concierge page online that now directs guests to Mandalay Bay for assistance.

Additionally, in 2023, the company eliminated concierge services at the Excalibur and cut about 130 roles from its reservations call center last spring. Despite these adjustments, the company continues to stress that these are proactive changes reflecting technological trends rather than reactive cuts tied to financial pressures.