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.
·
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:
·
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