Company Description
Westgate Resorts is the largest privately held timeshare company in the world, with 60+ resorts in top destinations like Orlando, Las Vegas, Gatlinburg, Park City, and Myrtle Beach. Since 1982, we’ve delivered unforgettable vacations through exceptional service, innovation, and community engagement, now expanding with VI Resorts by Westgate to include the Pacific Northwest, Hawaii, Canada, and Mexico. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences, and supporting your career growth where you are or at 60+ resorts across the company. Our success is built on our core values of Integrity, Passion, and Work Ethic. These values guide how we support our Owners, serve our guests, and show up for one another every day.
Job Description
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.
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 use hands for various tasks.
- Occasionally required to lift or move items weighing up to 25 pounds.
Travel Requirements
Additional Information
Why Westgate?
- Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
- Paid Time Off – Vacation, Sick, and Personal Time to Recharge
- Paid Holidays
- 401(k) with Generous Company Match to Support Your Future
- Daily Pay – Access Your Earnings When You Need Them
- Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
- Wellness Programs to Support Your Well-Being
- Flexible Spending Accounts (FSA)
- Tuition Assistance to Help You Grow Your Career
- Military Leave
- Employee Assistance Program (EAP) – Support When You Need It Most
- Life, Disability, Accident, Critical Illness, and Hospital Insurance
- Pet Insurance for Your Furry Family Members
- Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
- Low-Cost Gym Membership
- NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents
- Career Growth and Advancement Opportunities
- Community Involvement – Give Back and Make an Impact
Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.
This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.
