Investigative
Field Report by: Investigator David Gletty
Attention: Becky ******, CBCP
Business
Continuity
Risk
Management Service, LLC
2100 West
******* River Road
Fort
Lauderdale, FL 33309
(P)
561-443-****
(C)
954-520-****
Property Location: The ********** Resort
1500 ********* Dr.
Orlando, FL.
32821
Resort
(407)905-****
Breakdown of
possible safety concerns, liability concerns, theft concerns and employee
issues:
1. Building 10:
·
Behind the
front counter is the front desk office where money is stored in a safe and
other important documents are stored along with some operational activities
taking place day to day. There are only 2 ways into the office, a panel door
behind the counter or a magnetic lock door on the north side of the counter.
This door should always be locked and can only be opened with a soft card. On 8
different occasions I noticed the magnetic lock door was never locked. This is
important because of the money that is being transferred to the safe from the
front counter. This is a medium crime area and a trained criminal eye would see
an easy target.
·
Uninvited
guest can park in the front of building 10 or park down the street and walk
right into the resort and use the pool facilities at Wakoola pool or the
Clubhouse pool or even commit crimes against guest. I noticed this several
times and when I brought concern to another officer I was advised that we could
not approach anyone that may be using facilities without permission because it
could be looked at as profiling and could get B*** Green and B**** Group in
trouble. Unless we had undisputable evidence then we were to let it go.
·
While on
patrol I was able to access the roof through an unlocked roof access door at
the top of the west end stairs. Walked the entire roof and had a birds eye view
of most of the resort. It would be a good spot for a multi-functional
surveillance camera, but nobody should be up there except for repairs and the
door should always be locked.
2. Building 2:
·
Needs a
safety rail check on every floor.
·
Shrubs need
to be trimmed away from the back of the building so that the vision of the
officers will not be blocked and they can plainly see the back patios of the
ground floor units.
·
Anthony
***** (s/o manager) put on a good fire drill exercise for this building, for the pm shift of
employees.
3. Building 3 Through Building 8 have the same Issues:
·
Needs a
safety rail check on every floor.
·
Shrubs need
to be trimmed away from the back of the building so that the vision of the
officers will not be blocked and they can plainly see the back patios of the
ground floor units.
9. Clubhouse:
·
Several
locks and doors are broken on the N/W side of the building on the first floor
on the backside where the pool deck leads into the building. All these doors
are supposed to be shut and locked to keep guest out of the building after 11
pm.
·
On the same
side of the building as mentioned above, the white fence gate ,that keeps guest
out of the pool after 11 pm, is broken in a manner that allows guest to walk
through the gate to enter the pool after it is closed..
·
A door that leads into the new workout room on
the first floor, under construction and dangerous, is never locked during hours
of operation, anyone can walk in and get hurt.
·
Many locked
double doors that lead into an electrical room or storage room can easily be
opened by pulling them open at the same time.
·
Stair exit door on N/W side of building is
unlocked and on 2 occasions I was able to enter the stairwell, climb the stairs
to the 3rd floor, sales, and enter the sales floor after 11pm. On 1
occasion the door to the computer room was unlocked and I was able to enter the
records room.
·
Some of the
key holes in the elevators are broken, they just keep turning while you are
trying to turn off elevators or emergency controls.
·
Some of the
surveillance cameras need to be adjusted and a few more added.
·
The metal
pull down security door in the gift shop is broken and is never locked. Anyone
can enter through the kitchen, behind the bar and into the gift shop after they
are closed.
·
Some
officers showed me how to get food from the kitchen and food from the 3rd
floor sales center refrigerator, drinks also. Without permission.
10. Preview Center:
·
No
surveillance cameras.
·
Some
officers showed me where to get soft drinks and food from the preview center.
11. Operations:
Dispatch room:
·
My first day
on the post I was trained in the dispatch/lost and found room. Cindy ******
works the position 40 hours a week and they needed 2 officers to fill in the
other 3 days a week while another person was found to take the other 3 days on
a permanent basis. While in there the first day I was able to learn the system
very quickly and noticed how sensitive the position is. While in the room you
have access to all the keys of the resort, files and dvd disc of photos and
names of all employees that work at the resort, access to the safe and valuable
property, credit card numbers of some guest and etc; I was alone in the room
for 10 hours on my 3rd day on the post and then another 2 days by
myself.
A creative criminal mind could
easily create a plan to steal information and property from the resort by
manipulating the system that is in place. Example:
“The Ring”. While doing a security audit of the safe I was able to see what
lost valuable properties are stored in the safe. Items like phones, stock owner
certificates, wallets with money and jewelry, most notably a gold ring with 3
large diamonds. It appeared to be real and worth between $2500 and $4500.
Because of the limited documentation on the items, only a description on the
computer with no photo’s, a criminal employee could steal the original ring and
replace it with one that looked similar, but fake. There would be no documents
that would have to be changed. This could be done with any of the valuable
property in the room. The point that I am trying to make is that there should
be a surveillance camera inside the dispatch/lost and found room and there
should not be so many people that have access to the room without another
person present. The system can be worked by a few employees that work together
for criminal purposes.
·
I used
another employees password to get into certain programs and documents. Guest
credit card numbers, incident and accident reports, etc;
·
Safe access
code while inserting and turning the key C31324190#
·
Unit safe
that guest use in each room access code override #super 111111 or 999999 or
087020 all 3 will work.
12. Back Gate:
·
Wide open to
unwanted pedestrians and bicyclist.
·
Only
surveillance cameras are a small one inside of the entry box and one on a pole
that has limited vision and is not always monitored by officers in the security
house.
13. Security House:
·
Un-professional
language among some security staff with managers present.
·
Conversations
of a sexual manner about female guest young and old and on several occasions
sexual talk was about female guest under the age of 18. More detail if requested.
·
If the
client is paying for 24 hour security they have a reasonable expectation that
there will be limited crime on the post. On one occasion during the first week
of November 2010 there were several used a/c units stolen off of the post
within plain sight of the guard house. The suspect was caught the next day
while returning for more units and was given the choice of being arrested or
bringing back the units that he stole. He brought back the units and was
trespassed from the property. It takes awhile to load those a/c units and it
cannot be done quietly. There are other examples, which are located below, of
crimes that can be prevented.
·
Some
officers have become complacent with the routine and do not try to be more
professional or more active. Most of the security personnel work 2 jobs and
really do not care about what happens while they are on the post, they are
there for a check. I have heard this from several officers. Some officers have
learned how to manipulate the system so that it appears that everything is
under control, but when disaster strikes it will be the guest and resort that
pay the price.
·
Security
Officer master key ring containing about 15 main keys has several damaged keys
on the ring, some cracked and twisted. Some officers use the keys as a screw
driver when locking some doors and other uses. During an emergency it would be
costly if an important key broke when it was needed to work.
·
While
writing reports about incidents or accidents some officers, with managers
present, will not give the guest the benefit of the doubt. Sometimes even using
foul language to describe how they feel about the situation, guest and all the
documents that have to be filled out.
·
Some
officers do not have all the proper equipment while on shift, flashlight,
sterile gloves, note pad and pen, shorts instead of pants. I was able to wear
shorts instead of pants after 2 days on the post.
·
I went 6
days without a name tag and was never given the full new officer training
program the entire time out there, also was never given an email account so
that I could fill out my own reports. I had to write the report on paper and on
the computer under another officer’s name.
·
While on
duty I had free rein to go wherever on property that I chose without any
supervision.
·
Officers get
away with making a lot of personal calls on their cell phone, surfing the
internet and speaking with employees that work for the resort, employees that
they may be attracted to. They know where to hide out of the surveillance
cameras view.
14. Security Personnel: Will not comment on individually unless requested.
·
Paw **********
Resort Security Manager
·
Anthony
*** Manager
·
Freddie
******* Manager
·
Jose ********** S/O
·
Brandon ********* S/O
·
Dewayne
********* S/O
·
Matt *******
S/O
·
Don ******* S/O
·
John ******
S/O
·
Hector ******** S/O
·
Richie *** S/O
·
Steve ******* S/O
·
Allen ***** S/O
·
Vic ******
Field Supervisor.
15. Golf Carts:
·
While on the
post I never saw anyone check the tires, oil, fuel, lights, etc.
·
Golf Carts
are abused and beat up.
·
Blue Green
claims to be green, but still uses gas powered golf carts. Bicycles would be
the best fit at the resort and golf carts could be used only during an
emergency. Bicycles have less maintenance and the officers will be in better
shape.
16. Theft: With the proper patrol routines
these types of crimes can be diminished.
·
Sat.
10/23/10. The guest in unit #5701 had the lock in the driver side door popped
in by someone trying to break into his car. They could not get in.
·
Mon.
10/25/10. Units #6105, #6106 and #6107 had their back patio screens slashed,
while the guest were at the attractions, and someone was able to enter one of
the units and steal some items and cash. This is what the guest say happened. I
was there and took one of the reports and could not detect any kind of
deception from the guest. I noticed that the patio screens were hidden from
plain view because of shrubs and all the screens were cut in the same fashion
and same hole design, a horseshoe. After the sheriff had arrived and made their
report, some of the security officers and managers were already saying that it
was a scam by the guest before any type of precautionary steps were taken, to
search and secure the resort, or any type of investigation was conducted. There
were no real precautionary steps taken, except a few running around like chickens
with their heads cut-off for about an hour. On this night we were short handed
by 2 officers that called in sick and there were no security managers on the
post at the time. For the safety of the guest there are certain steps that
should be taken regardless of what the possibilities may be.
·
Several
electronic docking stations/radio/clock’s were taken from some of the units.
There is no real way to determine who took the devices, guest or employee, but
most of the time it is both guest and employee that steals from the resort. I
have seen creative ways that employees can steal property from the resort. More detail if requested.
17. Miscellaneous Safety and Security Concerns:
·
Perimeter
chain link fence has several breaches in it around the resort property.
·
Surveillance
cameras are not always monitored by officers, yes they are on the video screen
in the guard house and yes there is always an officer present, but rarely did I
actually see someone observe the video screens in detail.
·
Pools should
have more caution and slippery when wet signs.
·
Resort needs
more security cameras and existing ones need to be adjusted. S/O Bell
wrote a great report about the existing cameras and their issues. The report
was turned into his superiors.
·
More
security lights need to be placed in the center of the resort and around the
perimeter fence, most notably at the back of the resort behind the operations
building.
This should be enough to get you started. From my experience I
believe that this resort needs a thorough safety and security check,
unannounced of course.
After being on the same post
for a long period of time it seems to naturally relax people from the level of
enthusiasm that they had when they first started at the post. This includes the client, managers, supervisors and officers.
In some cases it seems like the managers and officers are
overwhelmed with the duties some times.
Headquarters, regional managers, managers, supervisors and employees are separated by to many layers and that it allows liabilities to enter and linger around the resort and occasionally clients and guest are harmed by said liabilities.
Thank you for letting DGI serve your needs.
Investigator David Gletty
