Command Center Manager

Westgate Resorts is seeking a full-time, on-site Command Center Manager in Orlando, FL responsible for developing and delivering high-impact training programs aligned with Westgate’s Security Department and Emergency Management objectives. In this role you will focus on facilitating learner-centered initiatives that enhance team member competencies, reinforce service standards, and promote organizational practices. As the Command Center Manager, you will lead property-level preparedness initiatives, mentor field trainers, and collaborate with Learning & Development partners to drive performance through effective planning and training strategies.

What you will do:

• Facilitate engaging instructor-led and blended learning programs using various delivery methods to ensure learning retention and application.
• Design individualized learning paths for Security team members; monitor progress, document outcomes, and implement interventions when needed.
• Provide 24-hour shared responsibilities with assisting Corporate Command Center staff, emergency planning processes, and during incidents or normal operations.
• Support the design and revision of training curricula by collecting data and providing actionable feedback to the Learning & Development team.
• Oversee and lead the enhancement of new-hire onboarding programs to ensure alignment with organizational standards.
• Evaluate, mentor, and develop field trainers to ensure training practices adhere to Westgate Standard Operating Procedures (SOPs) and industry best practices.
• Establish and maintain effective relationships with property-level leaders and key stakeholders.
• Ensure Security complies with local, state, and federal regulations regarding emergency preparedness and response.
• Analyze customer service and incident data to identify training gaps and inform program enhancements.
• Collaborate with Security Directors, Managers, and departmental leadership to develop a year-round Security training matrix tailored to seasonal needs.
• Organize and lead training and exercise programs for resort Incident Response Teams, team members, and integrate participation from first responders and Emergency Management agencies.
• Prepare and assist with resort KPIs, preparedness initiatives, drills, tabletop exercises, full-scale exercises, after-action reports (AARs), and improvement plans.
• Develop and implement data collection tools to evaluate training effectiveness and ensure preparedness initiatives meet defined objectives.
• Champion key Security projects by developing training that supports the adoption of new technologies, platforms, and operational procedures.
• Provide development, implementation, and continuous updates to Security Operations Plans, Annexes, guides, and SOPs with resort Security Directors and Department leadership using an all-hazards approach, including EOP and IAP creation for natural disasters, fires, active aggressor situations, pandemics, and other critical events.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You Will Bring:

• Proven experience as a Command Center Operator, Security Instructor, Hospitality Trainer, or similar training facilitation role.
• Strong knowledge of adult learning theories, instructional methodologies, and Security training best practices.
• Excellent interpersonal, communication, and presentation skills.
• Strong conflict resolution, coaching, and customer service capabilities.
• Familiarity with training evaluation models such as the Kirkpatrick Four-Level Evaluation.
• Able to be on call 24/7 during assigned times or pending incidents (e.g., hurricane, severe weather) as shared with the Corporate Director.
• Exceptional organizational, planning, and time-management skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Publisher, Outlook).
• Flexibility to work varied hours, including evenings and weekends, as needed.