From: Mark Tollison To: Jeffrey Epstein <[email protected]> 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 bil