It was almost 11pmCST/6amCET in Wisconsin when I arrived, jet-lagged and slightly worse for wear at the Hilton Milwaukee City Center for the WITS 2017 conference. I checked in, stumbled to my room and collapsed. When I woke up the next morning, I decided to head out for a walk to clear my head. On my way through the lobby I saw a flash of something tan or beige, maybe both, racing around in front of me. What on earth was that, I wondered. Then I saw her: cute, fluffy, energetic and ready for attention, and maybe a photo op or two, was Millie, the 4-legged canine concierge that has become a vital part of the Hilton family.
She completely melted my heart as I bent down to give her some cuddles and puppy love. I’ve stayed in hundreds of hotels and not once have I ever come across a Dog Concierge. Millie was a first for me and, I could tell by the expressions on the other hotel guests, she was a first for them, too. People were stopping their normal ‘hurried’ lives to spend a moment with her. They ceased texting and conversations, all in the hopes of spending a moment with her. Alongside her trusty companion and co-worker Rusty (the actual concierge at the Hilton), Millie brought a happy and welcoming spirit to the hotel.
Of course, a dog concierge made my heart swoon but it also presented with a lot of questions. I was fortunate enough to conduct an interview with her colleague, dad and owner, Rusty. Keep reading to learn all about the happiest, and furriest, concierge in the world! If you find yourself lucky enough to wind up at the Hilton Milwaukee City Centre, be sure to stop by and say a big hello to Millie (and to Rusty, too!!)
Meet Millie (and Rusty!)
How did Millie come to be the dog concierge at the Hilton? Last fall the idea for a “hotel dog” began to circulate. When I became aware of it I was eager to become a part of the discussion. I’ve shared with others since that a great idea never happens easily. It takes a lot of determination and hard work. Although my manager was supportive there were others who were not so sure. I went forward with Millie “under the radar.” Many questions needed to be addressed including what type of dog, adult or puppy, rescue or breeder and who would take responsibility for training and general care. After much reading and speaking with breeders, I decided on a smaller breed (some are afraid of larger dogs), a dog that doesn’t shed (much better for a hotel environment) and one that would not be a challenge to those guests with particular allergies. The temperament was crucial so I spent time talking to breeders who could assist in finding a dog that would be a daily friend to our rather large, 729 room hotel. Millie was born on September 13, 2016 and we picked her up on November 12, 2016 at eight weeks of age. She began coming to the hotel at ten weeks for a few hours at a time and now spends 40 hours a week in our lobby and hotel.
How old is Millie?
Millie is presently 8 months old.
What breed is Millie?
Millie is a mini-golden doodle. Her mom was an AKC Golden Retriever and her dad an AKC Toy Poodle.
What has the general reaction been from hotel guests?
Millie has changed the environment in our lobby 100%. When people come to check-in to the hotel, the first thing they ask is that a real dog and then immediately head to the concierge desk to get their daily Millie fix. When she’s not here at the hotel, the bellman tire of the questions in regards to her whereabouts. Millie regularly receives emails and comments via our hotel website, great Trip Advisor reviews, as well as dog treats, sweaters, and toys from our guests. If you walk through the hotel, you’ll often have people ask, “Where’s Millie?” Our hotel operator mentioned that once a guest called to make a reservation and wasn’t sure if this was the correct Hilton property. “Is this the one with the dog?” she asked and with that knowledge booked her room immediately. She has brought smiles, laughter, and even tears to many within her short time here and we can’t wait for more of this to come as she grows older with the Hilton Milwaukee.
How has Millie changed the moral of the hotel?
I knew Millie would have an impact on the guests but I never guessed the impact she would have on the employees. As people leave and exit the building they now stop by the desk on the way to their jobs and pet and play with her and many have said it’s the best part of their day. Millie has more aunts, moms, grandmas, and uncles…but only one dad…me! When I come to work no one asks how I am anymore…it’s always “Where’s Millie?” Fellow employees that I rarely spoke with before now stop by and share phone pics of their dogs and love on Millie as if she were their own. Auntie Dawn regularly buys Millie sweaters and treats “and I wasn’t really a dog person…until Millie.”
Do you agree that Millie makes the Hilton feel like a “home away from home.”
Millie has been a learn by doing kind-of-thing. The ways in which she makes the hotel feel like home to our guests is a wonderful result of bringing her here. I’m sure that idea was a part of the plan but I was not prepared for just how well she would do her job. It’s not uncommon now to hear people step off the elevator or arriving through the parking garage hallway to hear them asking, “Where’s Millie,” even before they reach the front desk.
What is Millie’s role at the hotel?
It keeps growing as we grow along with her…of course she greets and plays with guests in our lobby, takes deliveries to the rooms, and attends group meetings that request her. I am in the process of training her to lead people to the restroom and elevators. It’s rather endless when one considers what Millie could be doing…and not to overwhelm her with too many things to do.
Have you experienced any unhappy or nervous guests?
On a few occasions we’ve been told that a guest is fearful of dogs but no one has contacted us directly. If they are we have a crate behind the desk where Millie can go for the time being. Overall the comments have been overwhelmingly positive.
Are guests allowed to walk or give treats or toys?
Many come down offering to take Millie up to their rooms for a snuggle or for a walk around the block. As I get to know more people on a regular basis it may become an option. She is still only 8-months old so still learning how to walk of a leash…but in time I’m sure it will happen. At the moment it just a little bit weird giving your dog to someone who I’m not familiar with but as regular guests return I’m confident it will get easier!
What does Millie do when she’s not working?
I felt it important from the beginning that the dog we selected must have a home outside the hotel. Having raised Golden Retrievers all my life and having lost my last one (Abby) about 5 years ago, I eagerly accepted the job. Millie works 5 days a week and all the other time she spends with me, two-roommates, and two cats. She gets along with all of them very well as well as all the other dogs in the neighborhood dog park. Millie rides the bus to work each day, jumps on the couch with Oliver and Rose (the cats) and goes on long walks, and dog school and sleeps in my bed (with the cats) just like so many other loved and cared for canines.
Is there anything important you think guests should know about Millie/her role?
Two things come to mind…
Often I hear from guests and employees that Millie is the most spoiled dog ever because of all the attention she receives of which is very true. On the other hand she is petted hundreds of times a day, often awaken from a nap because an eager guest really wanted to see her. After a day in the hotel she unwinds for a few minutes but within the hour she is out for the rest of the night. She gives a lot to her work…and sometimes I think others fail to see that.
Also on more than one occasion guests mention how great it would be to bring your dog to work each day. Before this I would have said the same and often wished to find a job where I could work with dogs regularly and now I find myself in a position that permits me to do just that. But there are days when I realize just how much work it is to ‘hotel train’ a puppy in such a large hotel or to teach her to not jump or bite or to come when she’s called. It’s been so rewarding to see her progress and for guests to mention how well behaved she is for just eight months. Some have even thought her to be a service dog…which in the grand scheme of things is my goal.
To follow more adventures of Millie and Rusty, be sure to check out their Instagram page here
Photo credit: Rusty Dahler