Epstein household staff manual, February 2005

HOUSEHOLD MANUAL¶

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LIST OF CONTENTS¶

• Introduction

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 (See pp. 30-32 for list)

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
• Guestrooms
• Early evening
• Before you leave at night

Shopping Lists¶

• Pre-Arrival
• On-hand at all times

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Cleaning Schedule¶

• Daily

• Weekly

• Monthly (Week 1, 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

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INTRODUCTION¶

This manual is designed to give you the proper guidance and assistance to perform 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.¶

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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 are 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 are 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 eat or drink in front of Mr Epstein, Ms Maxwell and their guests. Do 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!

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PROPER LANGUAGE¶

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 are 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:¶

“I am 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 ___”

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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.¶

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ANSWERING THE 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 th at 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 telephone 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 are 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.

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• Unless otherwise instructed, NEVER disclose Mr Epstein or Ms Maxwell’s activities or whereabouts to anyone. If the 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 be 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.

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PRE-ARRIVAL INFORMATION GATHERING¶

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.

• Check 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 luggage 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 television.

• 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 breakfast and at what time.

• Tell guest to enjoy their stay and let them know how you can be reached.

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PRE-ARRIVAL PREPARATIONS¶

CHECK OFF LIST¶

MASTER BEDROOM¶

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All light fixtures are working.¶

□ Shutters must be closed.¶

Remote controls for the television are working.¶

Telephones are on “Do not disturb.”¶

□ JE and GM telephone directories placed to right of telephone.¶

Telephone extension card placed under front of telephone.¶

□ Alarm clock must be set to the correct time and date.¶

Regular pens on both bedside tables.¶

Two lighted pens on both bedside tables.¶

Jeffrey Epstein large and small notepads on both bedside tables.¶

Reading glasses on both bedside tables.¶

□ Eye masks on both bedside tables.¶

Box of tissues on each bedside table (Replace if less than 1/3).¶

Flashlight with new batteries.¶

Bottled water and drinking glasses on both bedside tables.¶

Gun placed in beside table drawer.¶

DATE:¶

2/14/2005¶

SIGNATURE: ___¶

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MASTER BATHROOM¶

Check that water is hot and runs clear.¶

Fresh bar of soap placed to the right of the washbasin.¶

Two fresh facecloths on the washbasin and two in the shower.¶

Electric toothbrush (Replace head every 4 weeks).¶

New toothbrush placed in a clean drinking glass to the left of the washbasin.¶

□ Toothpaste is more than ½ full.¶

□ Mouthwash.¶

□ Razor and shaving cream (more than ½ full).¶

Electric razor plugged in and charged.¶

□ Tissues (replace if less than 1/3).¶

□ Q-Tips.¶

□ Round cotton pads.¶

Clean all fixtures, shower and steam room.¶

□ New pair of exfoliating gloves in the shower.¶

Tidy and replace any toiletries which are running low.¶

Three large blue towels and one hand towel to be ready for massage in towel room.¶

Shutters must be open.¶

DATE: ___¶

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SIGNATURE: ___¶

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MASTER BATHROOM TOILETRIES CHECK OFF LIST¶

□ Gillette MACH 3 Razor with extra blades (change blade after every use)¶

Shaving Cream (Kiehl’s Close Shavers Squadron)¶

Secret Original Solid Deodorant¶

□ Lever 2000 soap¶

Noxzema Plus Face Wash¶

Facial moisturizers (Kiehl’s Ultra Facial Moisturizer, Babor)¶

□ Aquaphor Hand Cream¶

□ California Mango Lotion¶

Bubble bath and shower gels (variety)¶

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¶

Q-Tips¶

□ Round cotton pads¶

Toothpaste (Arm & Hammer Dental Care and Mentadent)¶

Toothbrush (Oral B / Hard)¶

Electric Toothbrush (Braun Ultra Plaque Remover)¶

□ Scope mouthwash¶

Dental Floss (Johnson & Johnson Reach / Mint waxed)¶

Baby Powder (Johnson & Johnson)¶

Mason Pearson Hairbrush¶

□ Hair Comb¶

□ Fingernail clippers and file¶

□ Tweezers¶

DATE: ___¶

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SIGNATURE: ___¶

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MS MAXWELL’S BATHROOM¶

Two big white towels placed next to the bath.¶

Soap, shampoo and bubble bath by the side of the tub.¶

Check that water is hot and running clear.¶

Water must be directed to the faucet and not the sprayer on the tub.¶

Two fresh washcloths on the washbasin and two next to the bathtub.¶

Fresh bar of soap placed to the right of the washbasin.¶

Electric toothbrush (Replace head every 4 weeks).¶

New toothbrush placed in a clean drinking glass to the left of the washbasin.¶

Toothpaste is more than ½ full.¶

□ Mouthwash.¶

□ Q-Tips.¶

□ Round cotton pads.¶

□ Tidy and replace any toiletries which are running low.¶

Tissues (replace if less than 1/3).¶

Unlock the closets.¶

☐ Photographs to be placed.¶

DATE: ___¶

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