MGM Resorts International has revealed plans to close its in-person concierge desks at several hotels on the Las Vegas Strip.
This decision impacts the hotels MGM Grand, Park MGM, The Signature at MGM Grand, New York-New York, Mandalay Bay, and Vdara, a non-gaming condominium hotel.
These closures affect five of MGM’s casino resorts, alongside the non-gaming Vdara, marking the end of a once-common guest service.
Remember to check out the top Vegas betting sites where you can wager online and choose the best one.
MGM describes the change as a means of “streamlining” operations and says it reflects “evolving guest preferences.”
In practice, this suggests that an increasing number of visitors are opting for online and app-based services instead of in-person assistance.
Regarding guest service impact, around 30 to 34 concierge staff members will lose their roles, although MGM has stated that those affected will be offered alternative positions or support.
Guests at the impacted hotels will still receive assistance. Still, it will be through different channels: requests will be managed by the remaining concierge teams at Bellagio or ARIA, as calls to MGM’s concierge line will be redirected to these locations.
Additionally, guests can utilize MGM’s new 24/7 “digital concierge” feature in its mobile Rewards app.
Consequently, traditional tasks such as booking show tickets and dining reservations will now be managed via phone or app instead of at an on-site desk.
While MGM presents it as a modernization initiative, some industry analysts express concern that eliminating face-to-face concierge services may diminish the personalized aspect of the guest experience.
This could lead to further staff reductions as hotels adapt to the demands of tech-savvy travelers and economic pressures.
Las Vegas resorts are balancing cost-efficiency and changing customer expectations while moving away from conventional, in-person services.
Following the Venetian’s relocation of its poker room to the second floor of the Grand Canal Shoppes last August, Caesars Entertainment plans to reopen poker rooms at Caesars Palace and Planet Hollywood this spring.
These new poker rooms will be situated in less prominent locations off the casino floors.
The Caesars Palace poker room will reopen within the Appian Way Shops on May 16, near Gordon Ramsay’s Pub & Grill.
This new room will feature eight tables, half the size of its predecessor, and it has the potential to expand if foot traffic remains strong.
The previous Caesars Palace poker room closed in August 2024 and has had two prior locations on the gaming floor. The first, with 63 tables, was closed in 2014 to expand Pure Nightclub.
The second location had 16 to 18 tables until its closure in August 2024. It was initially labeled temporary due to renovations that have yet to occur.
You’ll check back here regularly to stay updated on the news.
Planet Hollywood’s poker room, closed since July 2021, is reopening off the casino floor and will be more than double its previous size.
The new poker room, which will open on May 2, will be located in the former London Club space on the mezzanine level. It will feature 23 tables—12 for cash games—and views of the casino’s Pleasure Pit.
The London Club had been a 4,800-square-foot venue for private events before its closure during the pandemic.
This change reflects a trend in Las Vegas, where casinos favor slots, generating more profit than poker’s modest rake-based revenue.
Since the poker boom’s decline around 2012, about 40 poker rooms in Las Vegas have closed, leaving 17 operational.
The Sahara was the latest to close, becoming the seventh Vegas Strip poker room to shut down in five years in November 2024 as it transitioned to slot machines.
Don’t forget to check out our Las Vegas hotel and sportsbooks reviews and see below the list of the best online sportsbooks.
