STAFF CALENDAR S9 SERVICE VARIABLE: CIRCLE DAYS IN EACH WEEK SERVICE REQUIRED — M, T, W, TH, F, SA, SU INDICATE TIMES OF REGULAR STAFF COVERAGE ON EACH DAY - FROM 8:00 a.m. TO 5:00 P.M. STAFF CALENDAR Household Staff | 8:00am- 8:00 am- | 8:00 am- 8:00 am- 8:00 am- 8:00 am- 8:00 am- | 8:00 am- 8:00 am- 8:00 am- Chef 8:00 am- 8:00 am- | 8:00 am- 8:00 am- | 8:00 am- 5:00 pm 3:00 pm =| 3:00 pm 3:00 pm 5:00 pm . 8:00 am- 8:00 am- | 8:00 am- 8:00 am- 8:00 am- Property & Grounds/Maintenance 5:00 pm | 5:00pm | 5:00pm | 5:00am | 5:00 pm || HOUSE_OVERSIGHT_009970

a 7/12/10 - 7/16/10 6 Daily Graces - Present Ballet of Daily Graces - Review Ballet of Daily Graces Master the Moment Daily Graces - Confirm Dinner's | 7 |Service & Review Service Run Last Min. Bath for Ms. a Ballet of Service Confirm Formal Dinner Menu Oversee Zone Cleaning of Master the Moment - Master the Moment - Prepare Zz & Serve Ms. R's Breakfast, Tree Limb Falls on East Gate, Confirm All Food Prep Dining Room Chef Overseeing Freezer Repair Supervise Removal . Confirm Valet Services for Dinner Review Food Prep Confirm Table Preparation Master the Moment - 12 |Check On Yacht Crew Make Lunch Reservations For Confirm Flower Displays Power Goes Out, ReSet Breakers 14 |Check On San Francisco Residence Check On St. Bart's Beach House Check On Monaco Residence Check On Swiss Chalet Attend to Lunch for Princ/Resi. Attend to Lunch for Princ/Resi. Attend to Lunch for Princ/Resi. Attend to Lunch for Princ/Resi. Arrange Transportation/ Security Arrange Transportation/ Security Arrange Transportation/ Security Check on Princ/Res/Guest Lunch Master the Moment - Check on Princ/Res/Guest Lunch Set Dining Table Collect & Sort Mail St. Barts HM Becomes Ill, Assign Collect & Sort Mail Review Ballet of Service Master the Moment - Play Tennis HK to Replace Until Well Review AP/AR/Banking with Service Staff Collect & Sort Mail Master the Moment - | 22 |w/ Ms. Friend Could Not Review AP/AR/Banking Master the Moment- CCVC Head Server Cannot Grasp 23 |Make it 24 Out, Arrange Repair

Weekly ( 5 Day) Day in the Life Schedule with Mastering the Moments for Mr. Mark Tollison, HM Daily Graces (Review with po Ms. a s Week/Daily Schedule) Set Up Personal Security for Week Arrange All Outside Services Staff i P| for Friday Formal Dinner Set Menu For Formal Dinner & a3f Review Ballet of Service w/ All Check On NY Residences asf of Principal 11:30-12:00 Master the Moment- Fix Ms. rid Quick Brunch, Chef Shopping Time: PM Serve Ms. GE Lunch Collect & Sort Mail Review AP/AR/Banking _ (0 | CO 3:00-4:00 |Master the Moment - Shop for Ms. 's toiletries, Out of Shampoo 4:00 - 4:30 Make Reservations for Family at Meiwah's for 6 pm Check on Staff :30 -5:00 Attend to Dinner Plans/Prep :30-6:00 |Arrange Transportation / Security 00 - 6:40 Ui Oversee Princ/Resi Dinner Wl WO] WW) DW!) WI WIWINININ NININININI NM] NI] Fe | COUN | DLO Hl Wl NOR O;/oOlLoOIns A/a; Wl Nyse | o@ ~~ | O 6:40-7:00 |Evening Graces - Check HK Turn P| Down Ms. a. Bed P00 8:00 eee eee 91000 10:00 11:00 eee eee HOUSE_OVERSIGHT_009968

HOUSE_OVERSIGHT_009967

CLEANING TASK SHEET Time Description of Work 3 min. Remove all decorative and loose items throughout vanity racks, showers, sinks, bathtub, including hand & bath towels, rugs, mats, etc. Dust top down, inside out, including Ostrich Feather bulbs. Duster Area Entire Room Ceiling and 3 min Mirror Light Fixtures 5 min Wall Molding, Dust top down and spot clean any spots, Ostrich Feather stains, or fingerprints. Duster, Microfiber Cloth, Spic & Span All Purpose Glass Cleaner Spray Vacuum entire floor, wall molding, and Oreck Hand Held window sills, and dry bathtub, dry Vacuum shower, dry sinks (for hair). Doors, Vanity Rack, & Windows Entire Room 5 min Sinks, Toilet, 5 min Bathtub, Shower Spray inside outside, top to bottom, let Comet Disinfectant stand for 10 minutes. Spray 2 min Mirrors Clean, checking for spots & streaks. Spic & Span All Purpose Glass Cleaner Spray Clean top to bottom, inside and out Comet Disfectant including soap dishes, faucets, etc., and Cleaner Spray squeegee glass. Shower 10 min Clean top to bottom, inside and out including soap dishes, faucets, chrome racks, etc. Bath Tub 5 min HOUSE_OVERSIGHT_009966

Sample Day in the Life ‘™ HOUSE_OVERSIGHT_009965

Housekeeper Sample Day in the Life ™ Morning Graces Check and handle pet needs, walk her particular Zones, assemble cleaning materials, etc. Make a note on supply list of any needed products. 9:00 am — 9:30 am Monday — Friday: Meet with CHM to go over projects, schedules, 9:30 am — 9:45 am . questions, etc. Monday —- Friday: Daily Cleaning days assigned bedroom Zones. 9:45 am — 12:00 pm Laundry loads as needed. 12:00 am — 12:30 pm Monday —- Friday: Staff lunch break. Monday - Friday: Continue cleaning downstairs or other assigned Bere) Dil oe pita Zone Cleaning. ‘Continue laundry as needed. ° Evening Grace Put away cleaning supplies. Check on pets. 4:30 pm — 5:00 pm Walk through of entire home to ensure that all cleaning supplies have not been left behind, inspection to ascertain that all housekeeping tasks have been completed and up to standard. HOUSE_OVERSIGHT_009964

Certified Household Manager Sample Day in the Life ™ Morning Graces Monday - Friday: Deliver newspaper. Walk residence and grounds, checking for maintenance, safety; perform Daily Graces in 9:00 am — 10:30 am administrative needs. Serve Breakfast to Principal. Check Principal’s emails; and other post mail as arrived. Check with Principal to establish today’s priorities and any changes in schedules. Feed the Pets. Monday - Friday: Administrative Duties including: Check in Housekeeper, other vendors entering property as needed. Discuss changes and requirements. Check on Housekeepers work as needed. Call vendors to establish requests. Other administrative work Monday — Friday: Administrative Duties including: Check vendor schedules; arrange additional vendor support, data entry, Outlook, phone messages, filing, inventory and restocking, etc. Weekly Project and Communication with Principal Cathy 10:30 am — 12:00 am 12:00 am — 1:30 pm 1:30pm- 2:00pm Monday- Friday: CHM Lunch Monday — Friday: Household Duties including: Errands and special projects time such as: reconstruction, organizing closets, 2:00 pm —4:30pm organizing linens, water plants, working with outdoor gardener or grounds men, checking on the animals, etc. Projects rotated on weekly basis Monday — Friday: Consult expected daily menu, table settings, 4:30pm — 5:30 pm table service, scheduled mealtime. Support Chef with finishing meal as needed. Check on pets. Monday — Friday: Administration. Finish daily ad

Living Room Cleaning Guidelines Remove any items that do no belong. Remove any items temporarily necessary for cleaning. Remove and empty garbage containers. Straighten items up. Dust all furniture, and pictures, lamp shades and light bulbs (replace light bulbs), blinds, etc., with ostrich feather duster. Clean mirrors and glass tops with paper towels and glass cleaner. Wipe down all walls, doors, and light switches with all purpose cleaner and cleaning cloth. Clean telephone, remote control, radio with disinfectant cleaner and paper towel; make certain all work. Set clock correctly; check phones. Make certain drapes hang properly, check hooks. Replace all items removed for cleaning. Plump pillows. Vacuum and replace garbage containers. Spray air neutralizer. Check room temperature. Look over to make certain all is as it should be. HOUSE_OVERSIGHT_009962

Bedroom Cleaning Guideline Remove any items that do no belong. Remove any items necessary for cleaning. Remove and empty garbage containers. Clean under the bed with electric broom, dust mop, or vacuum cleaner. Make bed with fresh linens and clean mattress protector. Dust all pictures, lamp shades and light bulbs (replace light bulbs), blinds, etc., with ostrich feather duster. Dust and/or polish all furniture with ostrich feather duster/furniture polish and polishing cloth. Clean mirrors and glass tops with paper towels and glass cleaner. Wipe down all walls, doors, and light switches with all purpose cleaner and cleaning cloth. Clean telephone, remote control, radio; make certain all work with disinfectant cleaner and paper towel. Set alarm clock correctly; check phones. Make certain drapes hang properly, check hooks, and any blinds work properly. Replace all 1tems removed for cleaning. Vacuum and replace garbage containers. Spray air neutralizer. Check room temperature. Look over to make certain all is as it should be. HOUSE_OVERSIGHT_009961

Bathroom Cleaning Guidelines Remove any items that do no belong. Remove all robes rugs, towels, washcloths, mats, to be washed. Empty the garbage, keep containers out of room until room is cleaned. Sweep/vacuum the floor with electric broom or vacuum cleaner. Dust all high objects, ceiling, tops of mirrors, vanities, light bulbs, cabinets, etc. with an ostrich feather duster. Wipe down all molding, doors, and windows with all purpose cleaner and cleaning cloth. Clean mirrors with glass cleaner/paper towel- top to bottom. Clean sink/vanities with all purpose cleaner and brush/sponge- top to bottom. Clean tub with bathroom cleaner and brush/sponge- top to bottom. Clean toilet with toilet bowl cleaner using toilet brush; squirt and clean under rim; clean lid, bowl, sides, front, back, base, floor; polish handle; check flushing. Restock toiletries, including tissues, toilet paper, etc., fold toilet paper in “V”. Clean floor with mop using ammonia based cleaner and hot water; mop over after with clean, warm water. Replace all robes, rugs, towels, washcloths, mats, with clean ones. Make certain all hung, folded, and placed properly . Replace garbage containers. Spray air neutralizer for odors. Look over to make certain all is as it should be. HOUSE_OVERSIGHT_009960

General Room Cleaning Guidelines In general all rooms to be cleaned left to right, top to bottom, inside to out. Steps for most rooms: Remove all things not belonging 1n the room. Remove all items temporarily to be removed necessary for dusting, cleaning, vacuuming. Remove garbage from containers and containers for cleaning. Dust tops of items, ceilings, fans, lamp shades, light bulbs, mirrors, etc., with ostrich feather duster. Dust and/or polishing furniture with furniture polish and polishing cloth, and/or ostrich feather duster. Clean glass tops and mirrors with glass cleaner and cleaning cloth. Wipe down moldings, doors, windows with call purpose cleaner and cleaning cloth. Check drapes, hooks/blinds; make certain hanging/working properly. Replenish items for room, straightening up, and plumping pillows. Set all clocks to proper time. Check phones. Clean and /or vacuum the floor. Spray air neutralizer for odors. Check temperature. HOUSE_OVERSIGHT_009959

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. HOUSE_OVERSIGHT_009958

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. HOUSE_OVERSIGHT_009957

or CC: Subject: Table fo Contents, etc., for LSJ Manual Date: Tue, 29 Oct 2013 18:08:40 -0600 Anna, As the Director of Residences | will help create and maintain the highest standard of service with our Prinicpal's preferences incorporated for his island property. 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, his 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. | used them as well in my consultative site visits to the properties of billionaires while Chief Strategy Officer 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. Please make two copies of each and lets review the attached: table of contents, and examples of room cleaning guidelines, day in the life (general daily routine), task sheets, weekly schedules for you and staff, and guest schedules. Remember we want to include in ea

From: Mark Tollison |__| Sent: 10/30/2013 12:33:53 AM To: Richard Kahn Subject: FW: Table fo Contents, etc., for LSJ Manual Attachments: Manual Table of Contents.doc; Room Cleaning Guidelines.doc; 31 Certified Household Manager Sample Day in the Life TM.doc; 32 Housekeeper Sample Day in the Life TM.doc; 34 Sample Day in the Life TM TEMPLATE.doc; 38 CleaningTaskSheet.doc; 57 HM 5 Day Weekly Schedule with MTMs.xls; 86 StaffCalendar.doc; 59 GuestsSchedule.doc; 62 Monthly Maintenance Task Sheet.doc Importance: — High Rich, | sent this email and the email regarding the 10 areas of Service (cc 'd you) we will establish the Service Standard for LSJ in the manual to Anna to review with her. | will be writing most of this, but she will also supply me with information | will need to do so. Flags have been replaced, uniforms for staff to be discussed with JE by her. | had here drive me around to review the island as a protocol to implement for her position each morning and /or evening to check on all things. 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

ARRIVAL CHECK LIST Day before arrival or in the morning if afternoon arrival OUTDOORS: Wash and sweep side walk. Check windows clean Polish door knobs/handles Wipe down window grills INDOORS: Check sound and video systems Check batteries in mice and remotes Apple TV and computer updates Order and install flower arrangements Check all light bulbs Electrical wires organized and rolled up Flush all toilets Run all faucets MBR at 60 degrees All room temperatures Check all sliding doors Check fridges stocked Check clocks Voss water Check soda cans for expiration dates Check bed made properly Check clocks Artwork hanging straight? All drapes hanging correctly? Any strange smells in the house? Clothing and shoes arranged/washed Check wifi and micro cell Kleenex boxes full? JE mail on dining table Done LILI LI LILUJ OU HOUSE_OVERSIGHT_009945

LANDSCAPING LSJ GSJ DUPSON DONISSAINT Landscape Manager CHRIS SHEEHAN Landscape Manager DALCE ONEL PIERRESAINT Managers Assistant Managers Assistant DALE TROTMAN PETER ST. OMER JULES Landscaper Heavy Equipment Heavy Equipment FABIAN JOHN Helper Heavy Equip Cash Worker JAMARI HANLEY Landscape helper Cash Worker ANA RODRIQUEZ Field Manager LSJ/GSJ MARINE MAINTENANCE CARLOS RODRIQUEZ Marine Manager Head Mechanic RANDY AMPARO D DALE MARK Captain Mech. Assistant BOSCOE KAMOY WILLIAMS Barge Captain Driver/Shopping KARL HENRY Barge Helper KAMOY WILLIAMS Boat Cleaner TJ Head Painter GERRY TITRE Paint & Powerwash Painters Helper Cash Worker SHERIDON ELIZEE (TAP) TBD Director of Properties ENGINEERING DANNY VICARS Engineer/Electric/Plumbing DANNY ETIENNE Asist. Engineer SMILEY R/O Plant / Pools GERRY Smiley's assistant HOUSE KEEPING DULCE Head Housekeeper JUSTINA DE LA CR Assist. Housekeeper ELAINA (CARMEN) Assist. Housekeeper SAINT JAMES ISLANDS TBD House Manager LSJ/GSJ COMPOUND LANDSCAPE JASON DREW Head MC Landscaper SAINFRANS DEJOU Assist. Landscaper RICH KAHN Finance TBD Purchasing IT/TECH JERMAINE IT Manager HOUSE_OVERSIGHT_009942

SAINT JAMES ISLANDS Tennis court doors need adjusting Floor mops should be sanitized and then hung in appropriate racks for drying/storage after use. Dwight has shown housekeepers how to correctly sanitize. HOUSE_OVERSIGHT_009941

SAINT JAMES ISLANDS Standing water under Tiki hut kitchen seems to have left mold underneath. Should be pressure cleaned and well. Lots of debris underneath. oni Nek ie Furniture next to Tiki hut should be under tarp when JEE not in residence. All furniture is rusted and cushions are moldy SY PELLET EOI EET TE TL OLD ETE TE TL OLE LO LEI TE LOLOL LOY TE OL ODO LO LOY ETE OL ODO LU LOI ETE UL ODO LO LO LOE IE OL ODO LU LO LOE TEL UDO LU LO LIE TE TL UL ALU LO LOE TE TEU LULU LE LOE TEL OLA IU LO LOE IE TEU LALO LO LOE TEL UL ALU LO LYE IE IL ULE LU LO LOE TE IL UDO LU LO LOE TE TL ULE DU LO LEE TE IL ULE DULCE TET L LALO LOLOL TE TL UDA LU DOLE ETE IE ULI LU LOLOL TE TL UDA LU LOE LIE IL UTA DU LO LOLOL LULA IU LOCI EVE UL EDU LO LOE IE VL UL ULC LO LEE IE TL UL DU LOLOL IE TLL ADU LC LOLI ILL ADU LO LCE IE TLL UDA LOLOL IE IL OLA DU LO LOE IE IE ULL ULC LO EOE IL UL UDU LOLOL TE IL ULL ULC LOLI ETL UL UDC LO LOVE TE UL ULE LOLOL OE TE UL ULU LU LC EVE TL OL OLA LO LC LYE TL OL OLU LO LOLOL SLUT UD ELU ISLS LILIA Tree HOUSE_OVERSIGHT_009940