EFTA00159394.pdf

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EFTA00159400  LIST O1: CONTENTS • Introduction • Grooming & Guest Relations • Proper Language • Answering the telephone • Pre-arrival information gathering • Guest pick-up and drop-off • Escorting guests to their room • Pre-arrival preparations - Master Bedroom - Master Bathroom - Master Bathroom Toiletries - Ms Maxwell's Bathroom - Ms Maxwell's Bathroom Toiletries - Guestrooms - Guest Bathrooms - Guest Bathrooms Toiletries - All Bathrooms - Exterior - The Cabana Vehicles and Bicycles - Interior - Prepare and Purchase Shopping List (Sec pp. 30-32 for lists) • Daily duties while Mr Epstein, Ms Maxwell, and guests are in residence Morning preparation - Pool Area - Cabana - Kitchen - Downstairs Areas - Master Bedroom - Master Bathroom - Ms Maxwell's Bathroom - Gucstrooms Early evening Before you leave at night • Shopping Lists - Pre-Arrival - On-hand at all times 2/14/2005 3524-018 Page 8 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009553 EFTA00159401  • Cleaning Schedule - Daily - Weekly Monthly (Week I, Week 2, Week 3) - Every six months (April, October) • Maintenance Schedule Check every month Check every three months (March, June, September, December) Check every six months (April, October) • Bedroom cleaning • Bathroom cleaning • Laundry and dry cleaning • Office Supplies • Mail and Deliveries • • Resetting the Telephone Serving Breakfast Standby duties • Emergency procedures Supplement: Contact Telephone Numbers 2/14/2005 3524-018 Page 9 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009554 EFTA00159402  INTRODUCTION This manual is designed to give you the proper guidance and assistance to nett) your duties to the best of your ability, while ensuring a consistently high level of service. Gathering as much information as possible will help you with the day to day running of the home. By using your communications skills - listening and observing, you will be able to anticipate the needs of Mr Epstein, Ms Maxwell and their guests. Checklists will assist you in making sure that all tasks have been completed and that not even the smallest details have been overlooked. 2/14/2005 3 3524-018 Page 10 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009555 EFTA00159403  GROOMING & GUEST• RELATIONS Appearance is extremely important if high standards are to be maintained. A favorable first impression goes a long way. Personal cleanliness, good presentation, and a genuine and polite "aim to please" approach arc very important. • Try and anticipate the needs of Mr Epstein, Ms Maxwell and their guests. • Make guests feel pampered and welcome. • Always address guest by their name, (eg: Mr Smith or Ms Smith) • Do not discuss personal problems with guests. • Be cautious of voice levels and noise while working in rooms, kitchen and hallways. • Unobtrusive is the key. • Remember that you see nothing, hear nothing, say nothing, except to answer a question directed at you. Respect their privacy. • Use your judgment when conveying information to Mr Epstein. If the matter is not urgent, leave a note for him, clearly stating what it is you need to know. Wear the appropriate clothing while Mr Epstein, Ms Maxwell and their guests arc in residence. Dark blue trousers with white golf shirts to be worn daily, long sleeve white shirts for dinner service. • Items in pockets must not create a bulge or be visible. • Do not address Mr Epstein, Ms Maxwell and their guests with your hands in your pockets. • Do not cat or drink in front of Mr Epstein, Ms Maxwell and their guests. D o not chew gum. • When you are attending to Mr Epstein, Ms Maxwell and their guests, cellular phones must be placed on "vibrate." At no time should these phones "ring." • Avoid using strong perfume or aftershave lotion. This could cause an allergic reaction. • Channel all questions and concerns through the Estate Manager. • SMILE! 2/14/2005 4 3524-018 Page II of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009556 EFTA00159404  PROPER IAN( UACE What you say is as important as what you do. Your language must include good diction and exclude swear words and slang. Pay attention to how you speak to Mr Epstein. Ms Maxwell and their guests. You do not say: "Yeah" "Sure" "No problem" "You bet" "Gotcha" "Right" "I dunno" You do say: "Yes, Mr "Of course, Ms "My pleasure" "It is no trouble at all" "With pleasure" "I would be very pleased to" "You arc quite right" "I have no idea, but I will find out immediately" To a compliment you say: "You are very kind" "Thank, you, Ms . I enjoy doing it." To a justified criticism or mistake you say: "1am very sorry; it will not happen again." "It was completely my fault; I will make the changes immediately." To a guest you say: "If I can be of any additional assistance, please let me know." "Is there anything else that you might need." "I am very pleased that you enjoyed your stay, Mr "It was lovely to see you again, Mrs 2114/2005 5 35241-0113 Page 12 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009557 EFTA00159405  What to say when entering a room: "May I come in" What to say after entering the room: Greet Mr Epstein, Ms Maxwell, and /or their guests, "Good Morning, Mr You do not expound on the weather or any other subject, unless asked. You have no idea how they are feeling. You provide your service, then ask, "Is there anything else I might do for you," and if not, leave the room. 2/14/2005 6 3524-018 Page 13 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009558 EFTA00159406  ANSWERING 'ME TELEPHONE How you answer the telephone will leave a long-lasting impression on all those who call. it immediately tells the caller the service standard. When you answer the phone, the quality of your voice is of utmost importance. The person on the other end of the line cannot see your expression or gestures, so any impression that person receives depends entirely on your voice. Speak clearly and distinctly. Do not slam down the receiver at any time! • All calls should be answered in three rings or less. • If the incoming line is one of Mr Epstein's or Ms Maxwell's. answer as follows: "Good morning / afternoon / evening. Epstein / Maxwell residence. • If Mr Epstein or Ms Maxwell have advised that they do not wish to receive any calls, you are to reply as follows: "Mr Epstein / Ms Maxwell is not available. May I take a message?" Complete a phone message slip with the following information: Name (spelt correctly), date and time of call, telephone number including the area code. Place the message on the pantry countertop if it is for Mr Epstein, and for Ms Maxwell, on her desk. • If Mr Epstein and Ms Maxwell choose to receive a call, you are to reply as follows: "May I ask who is calling? Just a moment please." Ring the extension where they are located and advise them who is calling. • There is a "Do Not Disturb" setting on the telephone system. This option is to be set as directed in the pre-arrival check off list. • Telephone directories are to be updated every six months, or as the new tel ephone directories are available. A copy of Mr Epstein and Ms Maxwell's telephone directories must be placed to the right of each telephone (except for the Guestrooms). • Always check that there arc notepads and pens. These must be placed to the right of each telephone. A pair of reading glasses must be placed in front of each telephone (except for the Guestrooms). • An extension card must be placed under the front of each telephone. 2/14/2005 7 3524-018 Page 14 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009559 EFTA00159407  ▪ Unless otherwise instructed. NEVER disclose Mi Epstein or Ms Maxwell\ :me% Hies or whereabouts to anyone. lithe caller is insistent. you simply ask to take a message. a time and a number, where the caller can be reached. Do not be bullied and do not show any reaction or impatience, simply he firm. • Advise Ms Maxwell of any strange telephone calls or enquiries. • Advise Ms Maxwell of any unusual behavior, such as strangers lurking around the vicinity of the property. Entrance gates to the property must remain closed when Mr Epstein is not in residence. • The security of the house and of Mr Epstein, Ms Maxwell and their guests, is your first consideration and should be uppermost in your consciousness. 2/14/2005 3524-018 Page 15 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009560 EFTA00159408  PRE,-ARRIVAI, INFORMATION GATHERIN G This is all the information necessary to meet the needs of Mr Epstein, Ms Maxwell and their guests. If possible, this should be done 24 hours prior to arrival. • Obtain a list of all guests who will be joining Mr Epstein and Ms Maxwell. • Confirm travel itinerary. • Ask about any special requests or dietary requirements. • Ask about any gifts that Mr Epstein may want placed in the guestrooms. GUEST PICK-UP AND DROP-OFF All guests should have a staff member waiting for them at the appropriate terminal gate. • Double check arrival information. • Always have a written copy of the guest's travel itinerary (flight arrival times, etc) on hand. • Chock the number of people in the party to insure that the vehicle can accommodate all arriving guests. • If you are unfamiliar with the guest, prepare a sign clearly stating the guest's name. • Welcome guest by name. • Advise guest of your name. • Offer to carry any luggage that guest may have with them. • Escort guest to luggage pickup area if necessary, gather luggage and escort guest to vehicle. • Advise guest on travel time. Provide demographics on the area. • Keep conversation to a minimum. • When you are driving Mr Epstein or Ms Maxwell, keep your hands on the wheel. Your cellular phones should be placed on "vibrate." At no time should you answer private calls. ESCORTING GUESTS TO THEIR ROOM • Upon arrival, gather guest's belongings and escort to pre-assigned room. • Inquire from guest where they would like their luggag e and place it appropriately. • Offer to unpack luggage. • Show guest how to use the telephone. • Show guest how to use the remote control for the televis ion. • Ask guest to complete "Emergency contact information" form and return to you. • Ask guest if they have any food allergies. • Ask guest what they would like to be served for breakfa st and at what time. • Tell guest to enjoy their stay and let them know how you can be reached. 2/14/2005 9 3524-018 Page 16 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA 0000956I EFTA00159409  PRE-ARRIVAL PREPARATIONS CHECK OFF LIST MASTER BEDROOM D A/C is set at 6O degrees. J All light fixtures arc working. O Shutters must be closed. O Remote controls for the television arc working. 9 Telephones are on "Do not disturb." • JE and GMtelephone directories placed to right of telephone. • Telephone extension card placed under front of telephone. 9 Alarm clock must be set to the correct time and date. O Two lighted pens on both bedside tables. • Regular pens on both bedside tables. • Jeffrey Eµstein large and small notepads on both bedside tables. J Reading glasses on both bedside tables. D Eye masks on both bedside tables. 3 Box of tissues on each bedside table (Replace if less than 1/3). O Flashlight with new batteries. J Bottled water and drinking glasses on both bedside tables. D Gun placed in beside table drawer. DATE: SIGNATURE: 2/14/2005 10 3524-018 Page 17 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009562 EFTA00159410  MASTER BATHROOM • Check that water is hot and runs clear. • Fresh bar of soap placed to the right of the washbasin. 3 Two fresh facecloths on the washbasin and Iwo in the shower. O Electric toothbrush (Replace head every 4 weeks). D New toothbrush placed in a clean drinking glass to the left of the washbasin. ❑ Toothpaste is more than 14 / full. O Mouthwash. ❑ Razor and shaving cream (more than 'A full). 3 Electric razor plugged in and charged. • Tissues (replace if less than 14 / ). O Q-Tips. ❑ Round cotton pads. O Clean all fixtures, shower and steam room. ❑ New pair of exfoliating gloves in the shower. • Tidy and replace any toiletries which are running low. O Three large blue towels and one hand towel to be ready for massage in towel room. J Shutters must be open. DATE: SIGNATURE: 2/14/2005 3524-018 Page 18 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009563 EFTA00159411  MASTER BATHROOM '1OII,ETRI ES CHECK OEE I,IST ❑ Gillette MACH 3 Razor with extra blades (change blade after every use) J Shaving Cream (Kiehl'' Close Shavers Squadron) 9 Secret Original Solid Deodorant • Lever 2000 soap J term Plus Face Wash • Facial moisturizers (Kiehl's Ultra Facial Maisiurizer, Bahor) ❑ Aquaphor Hand Cream ❑ California Mango Lotion 3 Bubble bath and shower gels (variety) 3 Shampoo / Conditioner (White Rain Coconut Essence, Biolage, Nexxus Simply Silver) • Hair finishing cream (Paul Mitchell Stickworks) • Peter Thomas Roth Sunscreen (face and body) • Kiehl's Lip Balm with SPF 9 Q-Tips • Round cotton pads • Toothpaste (Arm & Hammer Dental Care and Mentadent) Toothbrush (Oral B / Hard) J Electric Toothbrush (Braun Ultra Plaque Remover) J Scope mouthwash • Dental Floss (Johnson & Johnson Reach /Mint waxed) • Baby Powder (Johnson & Johnson) Mason Pearson Hairbrush 3 Hair Comb Tweezers • Fingernail clippers and file DATE: SIGNATURE: 2/14/2005 I2 3524-018 Page 19 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009564 EFTA00159412  MS MAXWELL'S BM I ROMI D Two big white towels placed next to the bath. O Soap, shampoo and bubble bath by the side of the tub. 9 Check that water is hot and running clear. O Water must be directed to the faucet and not the sprayer on the tub. 9 Two fresh washcloths on the washbasin and two next to the bathtub. O Fresh bar of soap placed to the right of the washbasin. 9 Electric toothbrush (Replace head every 4 weeks). 9 New toothbrush placed in a clean drinking glass to the left of the washbasin. O Toothpaste is more than 14 / full. 9 Mouthwash. • Q-Tips. 9 Round cotton pads. 3 Tidy and replace any toiletries which are running low. 9 Tissues (replace if less than 14 / ). 9 Unlock the closets. al Photographs to be placed. DATE: SIGNATURE: 2/14/2005 1$ 3524-018 Page 20 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009565 EFTA00159413  MS MA X \VEIL'S BATHROOM TOILF:FRIES CHECK (WlLIST Facial Moisturizer (La Mer) ❑ Bober 'Foam Mask 3 Kiehl's Cucumber Toner 0' Kiehl's Washable Cleansing Milk • La Mer Eye Balm ❑ Evian Face Mist ❑ Clarins Creme Masvelt Body Shaping Creme ❑ Bober Natural Body Peeling 3 Lancome afoliance Gel ❑ Body Lotion (Frederic Fekkat Clinique Deep Comfort Body Moisture) 1 Aquaphor Hand Cream ❑ Secret Original Solid Deodorant D Round cotton pads J Q-Tips • Toothbrush (Oral B / Hard) 3 Electric Toothbrush (Braun Ultra Plaque Remover) Toothpaste (Ann & Hammer Dental Care and Mentadent) J Dental Floss (Johnson & Johnson Reach /Mint waxed) • Scope mouthwash 3 Sunscreen (Lancome Soleil SPF 30 Face Creme) 0 Kiehl's Lip Balm with SPF 2/14/2005 3524-0113 Page 21 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009566 EFTA00159414  Lever 2000 soap J Bubble Bath, Bath Gel, Bath Salts (variety) • Razor and shaving gel J Shampoo / Conditioner (Frederic ream' Technical cf Apple Cider) • Aquis Hair Towel • Mason Pearson Bair Brush ❑ Babor Hand & Nail Repair J Nail polish remover (Curer) 9 Fingernail clippers and file Ti Tweezers J OB tampons (light & heavy) DATE: SIGNATURE: 2/14/2005 15 3524-018 Page 22 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009567 EFTA00159415  GUESTROOM S Hint: All guestrooms must appear as though the arriving guest is the first to ever stay in the room. • Bed linen must be fresh. O All light fixtures are working. O Remote controls for the television are working. O Instructions on "How to work the television" placed next to the television. O Alarm clock must be set to the correct time and date. O Telephones are on "Do not disturb." J Telephone extension card placed under front of telephone. O Pens and Jeffrey Epstein large and small notepads on bedside table. • Eye masks on both bedside tables. • Small bouquet of fresh flowers. • Gifts if indicated by Mr Epstein. J Bottled water and drinking glasses on bedside table. J Selection of fresh fruit. D Side plate, fruit knife, napkin. ▪ Flashlight with new batteries. J Closets must be cleared. Check that there arc sufficient wooden hangers that are hung evenly. DATE: SIGNATURE: 2/14/2005 16 3524-018 Page 23 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009568 EFTA00159416  GUEST BATHROOMS O Towels and bathrobes arc fresh. O Fresh bar of soap and shampoo in bathtub and shower stall. O Two fresh washcloths on the washbasin and two next to the bathtub. • Fresh bar of soap placed to the right of the washbasin. O New toothbrush and toothpaste on the counter to the lell of the washbasin. 9 Clean drinking glass. • Tissues (replace if less than''/.,). • Check guest supplies and replace what is needed. O Hairdryer is working. 3 Replace toilet paper with new roll. Fold end into a "V." DATE: 2/14/2005 SIGNATURE: SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 17 1 3524-018 Page 24 of 66 EFTA_00009569 EFTA00159417  GUEST BATHROONiti TOILE I RI 1.ti CHECK OFF LIST O Toothbrush (Oral 13 / Hard) ❑ Toothpaste (Ann & Hammer Dental Care. Mentadent) 3 Dental Floss (Johnson & Johnson Reach /Mint waxed) O Scope mouthwash ❑ Shaving Cream (Kiehl's, Gillette) ❑ Schick Trib/ade Disposable Razors (Men & Ladies) O Aquaphor Hand Cream ❑ Facial cleansers and moisturizers (variety) 3 Round cotton pads 3 Body Lotion (The Body Shop Body Butter, California Mango) J Secret Original Solid Deodorant ▪ Sunscreen (Clinique Body & Face SPF IS & 30) • Lip Balm (Kiehl's with SPF) • Hawaiian Tropic After Sun ▪ Tweezers Fingernail kit 3 Hairbrush Comb Shampoo / Conditioner (Biolage, The Body Shop Coconut, Frederic Fekkai) J Lever 2000 soap Q Tips O Bath / Shower Gel ❑ Tampax and OB tampons (regular), Always pads (with wings) DATE: SIGNATURE: 2/14/2005 18 3524-018 Page 25 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009570 EFTA00159418  ALL BATHROOMS CHECK 1,1ST All bathrooms must contain the following extra items O Toilet paper (white two-ply) 3 Bath towel O Hand towel 9 Washcloth O Hand soap D Bath soap (Lever 2000) 3 Kleenex tissue •9 Tylenol 3 Turns 3 Sudafod • Halls cough sweets • Box of matches • Toilet brush 3 Toilet plunger DATE: SIGNATURE: 2/14/2005 19 3524-018 Page 26 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_0000957 I EFTA00159419  EXTERIOR J Pressure wash pool deck, sidewalks, terrace and patios. 3 Pressure wash outdoor fiirniture. Place cushions on pool and terrace furniture. • Have the pool cleaned. 3 Check that pool water temperature is between 82 — ftlIT O Float in the pool is properly inflated. • Pool "toys" arc clean and in working order. 3 Pool lights working. • Towels are in the wooden basket. O Telephone is connected and in working order. O Landscape lights working. O Wash windows. O Check fence for holes where Max can get out. • Awnings arc clean and working. DATE: SIGNATURE: 2/14/2005 20 35241-0 I 8 Page 27 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFTA_00009572 EFTA00159420  THE CABANA ❑ Check that computer will access the Internet and Bloomberg. J Place paper in the copier. • Plenty of pens and paper. 9 Two pairs of reading glasses on the desk. O Telephone directory placed to the right of the telephone. O Tissues (replace if less than 14 / ). • Tidy the desk, but do not throw any papers away. 3 Stereo in working condition. O Two bathrobes and towels in the bathroom. 9 Fresh bar of soap placed to the right of the washbasin. 3 New toothbrush and toothpaste placed to the left of the washbasin. 3 Clean drinking glass. ❑ Replace toilet paper with new roll. Fold end into a "V." • Suntan oil and insect repellent. DATE: SIGNATURE: 2/1412005 21 3524-018 Page 28 of 66 SUBJECT TO PROTECTIVE ORDER PARAGRAPHS 7, 8, 9, 10, 15, and 17 EFFA_00009573 EFTA00159421  VEHICLES AND 131(.:YCLES D Drive all vehicles to make sure that they are in good running condition. No flat batteries. O Check that cars are full of petrol (never below'/.). O Place $100 in the glove compartment or center console of each car. O Two bottles of water. • JE and GM telephone directories. O Reading glasses. O Jeffrey Epstein large and small notepads with pens. O Box of tissues. O Two pairs of sunglasses. • Check that bicycles are clean and tire press