The fans that regularly crowd the stanchions outside The Townsend Hotel lobby, hoping to catch a glimpse of their favorite all-star or celebrity, likely have Kelly Clement to thank for the opportunity.
As a senior sales manager at The Townsend Hotel, Clement manages all aspects of travel and lodging for the property’s sports industry and entertainment clientele, among others. From the Ryder Cup teams in 2004, to the San Antonio Spurs in the NBA finals in 2005, to the San Francisco Giants during the 2012 World Series, Clement facilitated the visits of some of the world’s most renowned athletes, musicians and entertainers. More recently, Clement is credited with securing The Townsend Hotel’s first-ever NHL team business.
So how does she do it? Clement offers these two “go-getter” pieces of advice: “You should always set your expectations as high as possible, and then work to make them a reality.” Clement also says, “Bring a positive attitude to the workplace every single day.” The Townsend Hotel has been Clement’s workplace since 2004, when she joined the property as executive assistant and social rooms coordinator.
Clement, a graduate of Michigan State University, is a member of the Detroit Economic Club, and actively volunteers for Habitat for Humanity of Detroit, New Horizons and Big Brothers Big Sister of Metropolitan Detroit.
As chief concierge of The Townsend Hotel since 2006, Lynette Zebrowski serves as the property’s point person and “go to” contact for celebrities, dignitaries and other VIP guests requiring additional security and special considerations in advance of and during their stay. Additionally, Zebrowski’s resourcefulness, experience, connections and “get-it-done-no-matter-what” attitude make her the property’s unofficial top resource for getting the impossible accomplished. Officially, she also supervises the concierge and bell staffs, and leads vendor relations on behalf of hotel guests.
Prior to joining The Townsend team, Zebrowski, a graduate of Michigan State University, served as Front Desk Agent at The Omni Riverfront Hotel in Detroit. To date, she says that meeting former President Bill Clinton during one of his stays at The Townsend Hotel has been the highlight of career. “Getting to shake the hand of United States President is pretty exciting!” says Zebrowski.
In addition to her “there is no no” philosophy, Zebrowski attributes her professional success to attention to detail and respect of confidentialities. “A must,” she says, in her line of work.
When not tending to the needs of Townsend guests, Zebrowski, an avid sports fan, also serves as an Associate Director for The National Polish-American Sports Hall of Fame. In her spare time, she can be found cheering on the Detroit Tigers at Comerica Park or The Spartans of MSU in East Lansing.
A proper daily Afternoon Tea service is a rare find these days, so of course The Townsend Hotel chose only the most qualified and dedicated leader to orchestrate its gem of an amenity. Laura Klein, tea director, joined The Townsend Hotel in 1999 (as an assistant manager for the award-winning Rugby Grille) and has served in her current role since 2006.
As tea director, Klein is responsible for coordinating all aspects of the Afternoon Tea service – from managing reservations to selecting the menu of finger sandwiches and pastries to supervising guest service – and ensuring nothing less than a remarkable experience for every guest, every time.
Klein knows more than a few secrets to success in her line of work: Keep the tea hot, the tea cups full and smile, smile, smile!
Prior to joining The Townsend Hotel team, Klein worked for a number of area hotels, most notably the Novi Hilton, where she served as restaurant, bar and room service manager, as well as director of outlets. At The Townsend, Klein has served numerous roles prior to tea director, including restaurant manager of the Rugby Grille and catering division banquet captain.
Klein is a graduate of the University of Michigan. And she is never late for tea!
As a member of The Townsend Hotel’s group of “Founding Fathers,” Kitty Adler has been with the property since before it even opened its doors, serving on the pre-opening team in 1987. Adler, now senior sales manager, helped to develop and implement The Townsend’s mission statement, marketing strategy, sales procedures and service standards from the ground up.
Although for Adler, perhaps that may seem like a small professional milestone…Early in her career, at just age 25 and a “Yankee” transplant living in Texas, Adler helped to oversee the Houston Rodeo’s largest cattle auction and black-tie affair at her then-employer, Marriott. Says Adler, “We had to have the ability to sell cattle, serve food, keep the liquor flowing, keep Reba McEntire happy and be sure the Zebu rancher earned his profits for the night – it was a tall order!”
As senior sales manager at The Townsend Hotel, Adler deals less with Zebu ranchers these days, but still has the exciting responsibility of booking corporate group business for the award-winning, world-class luxury hotel.
Adler is a graduate of Central Michigan University and Leadership Oakland. Currently she serves on the Board of Leadership Oakland, and also is a member of the German American Chamber of Commerce. Outside of her professional pursuits, Adler volunteers her time and talents to fundraising projects for Our Lady of the Lakes Catholic School in Waterford, Mich.
Since 1988, The Townsend Hotel has been renowned for its elegance and stateliness. Since 2003, it has maintained that grandeur under the care and expertise of Jason McGrew, the property’s director of facilities. Formerly known as director of engineering, McGrew manages the maintenance and upkeep of the hotel’s physical assets. In 2014, McGrew was promoted and given the additional responsibilities of overseeing The Townsend’s housekeeping department, adding cleanliness of the property to his daily management responsibilities.
Keys to McGrew’s longevity and success with the luxury property are his passion and problem-solving abilities. “The knowledge to solve any technical issue is out there, but the ability to get people who have that knowledge to feel as passionately about solving the problem as you do is the key,” McGrew once waxed poetic.
Prior to his role “catching issues before they become problems and solving them efficiently” at The Townsend Hotel, McGrew worked as a facility manager for a large, private estate in Orchard Lake, Mich., where he was responsible for the care of a 15-acre manicured property and a 10,000-square-foot home. Before that, he worked in a variety of engineering capacities for Marriott International.
A Michigan native and current resident of Dearborn, Mich., McGrew is a graduate of Detroit’s Wayne State University with a bachelor’s degree in business administration. He holds a Certified Engineering Operations Executive (CEOE) designation from the Educational Institute of the American Hotel and Lodging Association, and also received training in heating and cooling systems from Henry Ford Community College.
And for any Townsend regulars who don’t recognize McGrew after all these years, he’s certainly far from offended. “I enjoy working behind the scenes, supporting others who are out in front of the guests and customers,” he said. “When they succeed, I can feel a small bit of pride knowing I helped in their endeavor.”