EFTA00651623.pdf

From: Mark Tollison To: Jeffrey Epstein <jeevacation@gmail.com> CC: ' Subject: RE: Date: Fri, 25 Oct 2013 17:31:28 +0000 Importance: Normal Attachments: 9_E_Manual_Draft_10.13.doc Sir, Per your request is an attached is the draft of the manual I have completed so far for 9E. If you remember you requested that I complete for your review first the housekeeping and maintenance areas with schedules which are completed and are part of the attached. As you can see I am in process of completing the rest and will do so as soon as possible. Necessary photos and lists will be added upon completion. It will be reviewed with all staff after your approval and will be updated quarterly when completed. A comprehensive manual (in hard copy only currently for my review- have asked for in WORD to work with) exists for Zorro Ranch which I have reviewed in detail, am updating with Karen and Brice, and will standardize. A comprehensive manual (in hard copy only currently for my review- have asked for in WORD to work with) has been started by Anna for LSJ and I have discussed in person and followed up via email the standard areas that have to be used and incorporated. This position of Director of Residences should create and maintain the highest standard of service with your preferences incorporated for all of your properties. This level of service requires structure, organization, training, consistency, regular review, and oversight. The manuals will be instrumental in achieving this since they will delineate the areas, standard, your preferences, and the tasks with schedules necessary. For each property the areas that will be covered are as listed below to create and maintain the highest level of service for you. These areas listed are the ones taught and used by the premier international estate management institutes- Starkey International Institute and the International Butlers Academy. I used them as well in my consultative site visits to the properties of billionaires while CSO for Starkey International Institute to create or fix the high standard of service for them- which involved creating comprehensive service plans, manuals, required staff descriptions, hiring said staff, training them, and reviewing service bi-annually or annually as desired. Areas: Administration Housekeeping Valet (Clothing) Culinary Entertainment Maintenance EFTA00651623 Grounds Travel & Transportation Safety & Security Guest, Elder, Child, and Animal Care The table of contents for the manuals of all properties will be as follows: Table of Contents Location Residence Residents Principal Preferences Principal Schedules Staff Staff Duties Staff Schedules Vendors Areas ( to be maintained- administration, housekeeping, valet, culinary, entertainment, maintenance, grounds, travel & transportation, safety & security, guest, elder, child, and animal care). Note that some properties will have extensive sub areas within these standard ones listed above. All will have upon completion extensive preferences identified for the Principal and any Guests desired. If budgets with capital improvements area also desired for the properties they will cover these areas as well. A proposed 2014 budget with capital improvements identified has been created and submitted to you for ZOITO Ranch. I plan on creating budgets (with capital improvements) for all properties as desired. In the past I have created and maintained the highest level of service for the principals I served for their the properties using manuals and budgets. I involved the estate/household managers in the creation of both so they could understand their respective purpose and application. Manuals and budgets were reviewed and updated quarterly. New budgets were prepared every year. I have set up weekly calls with the managers of Zorro and LSJ to review operations. Weekly reports will be continued and maintained. Managers of these properties are/will be communicating and directing staff and vendors daily. Daily sign off sheets are to be implemented by staff for managers with managers signing off on as well. At 9 E, I am updated by household and maintenance staff verbally about what is being and has been done. I also receive an update weekly from maintenance and from housekeeping on major items. EFTA00651624 Best regards, Mark Mark Tollison The information contained in this e-mail is confidential and is intended solely for the use of the addressee(s) named above. If you are not the intended recipient or the person responsible for delivering this confidential information to the intended recipient, you have received this information in error, and any review, use, dissemination, forwarding, printing, copying, or other distribution of this e-mail message and any attached files is strictly prohibited. The sender reserves the right to monitor any communication that is created, received, or sent on its network. If you have received this confidential communication in error, please notify the sender immediately by reply e-mail message and permanently delete the original communication. Date: Fri, 25 Oct 2013 08:14:12 -04O0 Subject: From. ieevacation@gmail com To: please provide me a status of manuals to date, with copies to steve hanson *********************************************************** The information contained in this communication is confidential, may be attorney-client privileged, may constitute inside information, and is intended only for the use of the addressee. It is the property of Jeffrey Epstein Unauthorized use, disclosure or copying of this communication or any part thereof is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by return e-mail or by e-mail to jeevacation@gmail.com. and destroy this communication and all copies thereof, including all attachments. copyright -all rights reserved EFTA00651625