British soldiers in World War II carried lucky charms identified with the proverbial saying, “See no evil, hear no evil, speak no evil.” British socialite Ghislaine Maxwell ordered staff of disgraced billionaire Jeffrey Epstein, “[S]ee nothing, hear nothing, say nothing.” They were also told to always have a gun nearby at night.
Her 2005 household manual contained detailed rules designed to create the experience of a five-star hotel at Epstein’s Palm Beach, Florida mansion, a copy of which is below:
The list begins with an introduction that urges staff to listen and observe in order “to anticipate the needs of Mr. Epstein, Ms. Maxwell and their guests.”
Portions of the manual, paraphrased for readability, include the following:
Grooming and Guest Relations
Make guests feel pampered and welcome.
Always address guests by their name.
Do not discuss personal problems with guests.
Remember: you see nothing, hear nothing, say nothing, except to answer a question directed at you.
Items in pockets must not create a bulge or be visible.
Do not eat or drink in front of Mr. Epstein, Ms. Maxwell, and their guests. Do not chew gum.
Staff should use phrases like “Yes, Mr. ___,” “Of course, Ms. ___,” and “With pleasure,” instead of “Yeah,” “Sure,” and “You bet.”
Staff should respond to mistakes by saying, “It was completely my fault. I will make the changes immediately.”
“May I come in” is the correct phrase to say when entering a room.
Answering the telephone
All calls are required to be answered before the fourth ring.
Staff are forbidden to tell anyone the activities or location of Epstein and Maxwell unless told otherwise.
Inform Ms. Maxwell about any strange calls or questioning.
Guest pick-up and drop-off
Staff should offer to carry any luggage a guest may have brought with them.
Staff should welcome guests by name and introduce themselves.
Conversation should be kept to a minimum.
Escorting guests to their room
Show guests to their room and offer to unpack their luggage.
Ask about food allergies, then inquire what guests want for breakfast, and at what time.
Tell guests to enjoy their stay.
Pre-arrival preparations for the master bedroom
Set air conditioning to 60 degrees, and make sure all lamps work.
Telephone cord has to be placed in front of the phone and alarm clock set to correct time and date.
Two lighted pens are to be placed on bedside tables by staff, along with bottled water and glasses.
Staff should put the gun in a bedside table drawer.
Pre-arrival preparations for the master bathroom
Check that water is hot and clear.
Place a fresh bar of soap to the right of the sink, with two fresh face cloths.
Make sure there is mouthwash and the toothpaste tube is at least halfway full.
The electric razor needs to be plugged in and charged.
All fixtures in the bathroom and steam room need to be cleaned.
Put new pair of exfoliating gloves in the shower.
Pre-arrival preparations for Maxwell’s bedroom and bathroom
Follow checklists for bathroom supplies.
Date and sign that staff have followed instructions for the two bedrooms and bathrooms.
Continue daily duties while Mr. Epstein, Ms. Maxwell, and guests are in-residents.
The cleaning schedule should be completed on a daily, weekly, monthly, and semi-annual basis.
Maintenance is scheduled on a weekly, quarterly, and semi-annual basis.
Follow detailed instructions for cleaning guest bathrooms and bedrooms.
Laundry and dry-cleaning
Read labels to determine whether to wash or dry clean items.
Sort clothes and check pockets.
Wash all new towels and linens before they are used.
Epstein prefers coffee with one Sweet ‘n Low or Equal and the creamer filled with half-and-half warmed in the microwave for 25 seconds.
Maxwell’s preferences include Maxwell House coffee, with milk and freshly-squeezed orange juice, served with one Weetabix and a sliced banana (milk and sugar on the side).
When Maxwell and Epstein are away, staff are expected to be on standby and not to travel further than one hour from the mansion, in case they are needed.
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