Hilton Shanghai has started a new concierge program to fulfill the needs of in-house guests. The new program is called Hilton Magic and is being rolled-out in other Hilton hotels around the world.

Hilton Magic is the first already-existing hotel to implement Hilton Magic. Hilton Magic is also available in Hilton's new hotels in Sydney, Kuala Lumpur and Bangkok.

Hilton Magic is a one-touch guest service telephone line that allows Hilton to help guests. From room service orders, laundry requests, the booking of transportation, delivery of an extra towel or luggage collection service, the Magic Button on all hotel telephones, connects to the Magic Call Center, who dispatch a Magic Service Agent to deliver a free service or book the required service.   

The Magic Service Agents are a dedicated, young and dynamic team, supported by the latest call centre technology. In order to implement Magic, the hotel has consolidated a number of traditional hotel departments into one team and invested over US$50,000 in technology.