Corporate Command Center Manager

Responsibilities

• 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.

Requirements

• 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.
• Education and Experience
• Minimum of 3 years' experience in delivering adult learning programs using diverse instructional methods.
• Bachelor's degree in Education, Instructional Design, Organizational Psychology, or a related field preferred.
• Familiarity with FEMA guidelines, OSHA regulations, and hospitality emergency planning standards.
• Language Skills
• Able to effectively present information to team members at all organizational levels, including executives and external stakeholders.
• Certifications and Licenses
• Security Instructor License or equivalent instructor certification required.
• Class D Security License with at least 3 years of supervisory training experience may be accepted in lieu of instructor certification.
• Physical Requirements
• Regularly required to communicate clearly and effectively.
• Frequently required to stand, walk, sit, and

Benefits

Additional Information

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.

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