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PGA 3.0 Level 3 - Facility Management
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what is the purpose of delegating? - to empower performers what delegation strategy should be chosen when the performer needs clear instructions and continuous feedback to stay focused on task completion? - directing what guidelines apply when a manager chooses to use the directing strategy to assign a job to an employee? - help explore ideas for job completion, offer solutions only if requested, and provide positive feedback the convincing strategy is best utilized with what type of performer? - not willing and inexperienced A PGA general manager has a new head professional who is enthusiastic but inexperienced in private club events. the head professional has expressed interest in running the upcoming ladies member- guest event. how can the pga general manager effectively use the element of feedback once she has used the directing strategy to delegate this event? - show appreciation for undertaking the assignment in terms of value as a learning experience which delegation strategy is being used when a manager frequently checks on the performer's progress and provides feedback? - directing The new head professional has delegated to a veteran assistant the task of instituting a player development program. The assistant insists that the program had been previously tried by the former head professional and failed. What delegation strategy should the new head professional use to ensure the facility can implement a successful player development program? - involving What delegation strategy is being implemented when a manager makes the task easier to complete for a hesitant performer? - convincing what type of performer benefits from the use of the convincing strategy? - inexperienced and unwilling
what delegation strategy would be most appropriate to utilize with a staff member who is experienced but resistant to completing a task? - involving what guideline applies when a manager chooses to use the convincing strategy because an employee is resistant to a job being assigned? - uncover the reason and develop a strategy what result is most likely when a manager provides minimal information regarding a newly assigned task that a motivated employee has never performed? - demotivation and poor work performance what must be established to check progress when using the directing strategy? - follow up process The Head Professional is unfamiliar with merchandising operations. The PGA General Manager wants to assign the Head Professional the responsibility of managing merchandise inventory, but the Head Professional is resistant. How can the PGA General Manager use the Convincing Strategy to delegate this task to the Head Professional? - uncover the reason for concern and develop a clear solution what strategy is being used when a head golf professional only offers solutions when requested by his assistant? - supporting how much experience should staff members have with an assigned task when utilizing the involving strategy - high experience The PGA General Manager receives resistance from the classically trained chef when he speaks to her about converting the formal dining room into a sports bar environment. Which guidelines are appropriate and best utilize the Convincing Strategy in this situation? - build a solution and a rationale around the concerns and design actions to make it easy The PGA General Manager has asked his team to increase member tournament participation. He offers his assistance if needed and believes his team can develop a strong tournament program. Which delegation strategy was used? - supporting
the directing strategy is best used with what type of employee? - enthusiastic and inexperienced what guidelines apply when a manager chooses to use the supporting strategy to assign a job to an employee? - capable and motivated During the joint problem-solving discussion, what must a manager and employee mutually agree upon? - to find a resolution that satisfies all parties during a joint problem-solving discussion, what must a manager and employee mutually agree upon? - specific actions what is one of the manager's goals during a joint-problem solving discussion? - establish clear expectations for solving the problem, and ensure that the performer understands and agrees to achieve these expectations Which stage of the Four-Stage Problem Solving Sequence gives the performer the opportunity to take ownership of solution to the problem? - joint problem solving what is the relationship between the timetable for reinforced problem-solving and joint problem- solving? - the timetable is shorter how will the manager's demeanor change during reinforced problem-solving? - the manager will likely become more assertive what is the first action step used during reinforced problem-solving? - set up a discussion with the performer to address management's concern that the performance problem is not resolved During a reinforced problem-solving meeting, what would be expected to happen after addressing performance concerns and reviewing previous agreements? - invite the performer to work with management to specify a course of action that will solve the problem The Head Golf Professional has already held a joint problem-solving meeting and the staff member continues to arrive late for work. Why is there a need for reinforced problem-solving? - lack of progress
What distinguishes a difference between joint problem-solving and reinforced problem- solving?lving? - there is a shorter timetable because of the greater sense of urgency What happens when a manager makes false assumptions? - he or she is assuming the performer is the cause of the problem, or knows the cause of the problem What is a likely result of requiring an immediate response during final decision making? - it could result at a reluctant acceptance or an on-the-spot resignation Why is it important to give the performer time to reflect during final decision making? - because they may not be honest with the answer they provide Which interaction strategy would a manager use during the final decision-making stage? - the directing strategy During final decision-making, what is an appropriate time period that should be given to the performer to reflect and commit to solving the performance problem? - typically, overnight What action step is different between final decision-making and reinforced problem-solving? - directly describe the conditions that must be met instead of involving the performer to work with management What manager behavior is most appropriate during the termination stage? - the manager should try to be considerate with while remaining concise and clear During the termination stage, what prevents the employee from debating the merits of the decision in order to main employment? - by reviewing the problem solving process During what stage of correcting performance problems is it important to determine if the performer was unwilling or unable to meet agreed upon performance expectations? - stage 4 During a termination meeting, the performer begins to criticize the manager's decision. What is the action step the manager should take? - step 2: state that management is taking this action because the performance problem was not corrected
How does a poorly structured work situation affect a highly motivated performer? - performer is ineffective Which principle of motivating work is best represented when a PGA General Manager decides to cross-train employees? - skill variety The Course Maintenance Mechanic is assigned to develop the procedures' manual for managing vehicle and equipment repairs. What principle of motivating work is in use for this assignment? - whole task The Player Assistant has been arriving late each day. The PGA General Manager also notices that pace-of-play has increased, and the players have been complaining about his lack of course visibility. What principle of motivating work should the General Manager app.ly in this situation? - significant work The Superintendent is supervising the construction of a second golf course on property, and the Assistant Superintendent is assigned to oversee the existing course. Which principle of motivating work is being used in this scenario? - whole task The PGA General Manager notices a lack of performance with a Starter and a Golf Car Attendant. Upon meeting with both individuals, they confess that they feel redundancy in their current positions. The PGA General Manager makes the decision to cross-train both employees. What principle of motivating work is in use for this assignment? - skill variety Which principle of motivating work is being applied when a PGA General Manager assigns the Outside Operations Supervisor to create the season's schedule for all outside departments? - autonomy The Food and Beverage Manager is frustrated when attempting to hire new staff. The PGA General Manager insists on having the final hiring decision. What principle of motivating work should the General Manager use to be more effective? - autonomy Which principle of motivating work is applied when the Merchandiser assigns the new intern the responsibility of counting the items included in the accessory's classification of inventory? - significant work
Which principle of motivating work is being utilized when a PGA General Manager asks the Marketing Director to advertise growth of the game initiatives by increasing the club's social media engagement? - autonomy Which principle of motivating work is best represented when a PGA General Manager assigns practice range set-up to an Assistant Golf Professional? - whole task What aspect of the work assignment is being managed when the General Manager considers what jobs are best suited to which performers? - the motivation of the performer's approach to work and life Which principle of motivating work is demonstrated when employees share responsibilities in multiple areas of the maintenance crew? - skill variety The Assistant Professional has been given the responsibility to conduct the season's ladies' day events. What principle of motivating work is in use for this assignment? - autonomy What must be received in a clear, timely and unbiased manner to allow performers to strive for improvement? - feedback Which principle of motivating work is involved when a manager delegates responsibility for completion of a task from beginning to end? - whole task Which principle of motivating work emphasizes the importance of each employee to the operation?
- significant work How does autonomy increase performer motivation? - Freedom to determine how to best complete the task How should the PGA General Manager utilize the principle of significant work when directing the Merchandiser to conduct spot audits due to high shrinkage in golf club equipment? - communicate the importance to the operation During a site visit to repair golf cars out of rotation, the golf car vendor informs the General Manager that the golf car batteries and tire pressure are low. Which principle of motivating work should be used when assigning these responsibilities? - significant work
Which principle of motivating work would be used for employees who need new learning challenges? - skill variety What principle of motivating work is being demonstrated when a manager builds ongoing relationships with customers into a performer's job? - significant work When should a manager address performance gaps if an issue arises regarding a performer's work? - right away Why would an audible thermometer need to be used to identify the appropriate temperature of food related to input? - it is a cue...a signal to take appropriate action A hydraulic leak is discovered when using a triplex mower on the greens. What type of input amplifier can be implemented to minimize the problem? - a checklist or job aid What is defined as the information, circumstances, or events that signal a performer to take the appropriate action? - input When conducting a junior event, twenty juniors pre-registered and forty-five attended on the day of the event. This prompted the facility to increase the professional staff by two teachers to accommodate the volume of juniors. In this example, what type of input signaled appropriate action? - a circumstance What should a manager do when a performer has difficulty recognizing when to take action on a specific task? - provide some specific direction until the specific task becomes obvious or second nature What type of consequence happens when a chef experiences gratification after presenting an elegant surf and turf dinner during a ladies' member-guest event? - internal (psychological) An employee is repeatedly late for the morning shift. The supervisor reassigns this person to the afternoon shift. What is the problem with this scheduling adjustment? - negative behavior leads to positive consequences and thus, negative behavior will continue
A team member who set the hole locations accurately and efficiently is assigned to routinely complete this maintenance task. What is the potential result of this situation? - positive behavior leads to negative consequences and thus, positive behavior will stop Cheryl, Maggie and Rosa are all assigned to work in the bag room a few days a week. Maggie and Rosa are assigned to weekday shifts and Cheryl works the weekend. Both Maggie and Rosa have cleaned up the messy bag room upon return to work on Mondays. They do not understand why Cheryl is allowed to leave work without cleaning the bag room. What performance element needs to be addressed to resolve this issue? - performance expectations How should the complexity of a task be handled if a performer is learning something new? - provide the basics and add complexity once the basics are learned An employee is struggling to develop relationships with club members. The PGA General Manger should schedule this employee to shadow a top performer during their shifts. What type of feedback is shown in this example? - supporting and positive Numerous members complain about the conditions and speed of the greens after weekend play. The PGA General Manager meets with the golf course Superintendent at Friday's staff meeting regarding this issue. What is the potential problem with this situation? - feedback was not immediate The cost of goods sold in the golf shop has increased significantly over the past fiscal year. As the PGA General Manager, you meet with your merchandise operations team to formulate a plan of action to rectify the issue. What is appropriate about this situation? - to include input What interpersonal skill should a manager use when discussing agreed-upon expectations? - state your purpose clearly The head professional receives a complaint concerning the performance of an outside service attendant. She sets up a meeting with the assistant professional responsible for outside services. Which guideline for providing effective feedback should the head professional use to resolve this situation? - provide feedback that is objective and unbiased What is a guideline of giving effective feedback? - make it clear, timely, and specific What expectations should a manager's performance standards reflect? - their own expectations
What should identify the skills necessary to accomplish the tasks associated with each position? - job description What is a tool that can be used to communicate a uniform set of facility-wide expectations for all employees? - policies and procedures manual What is the first step in determining current training needs? - conduct a needs assessment What is an appropriate means for facility staff to align their personal goals with business goals? - conduct a general evaluation process What is most useful during the staff evaluation process? - staff can perform a self-assessment of their progress What type of staff training is represented when new teachers observe the lead instructor at a golf facility conduct a short game clinic? - on-the-job training What are tasks associated with the "plan for succession" staff-management role managers have in running a golf operation? - define what constitutes personal growth and promotion What should a manager consider when determining the number of employees needed to run an operation? - number of staff needed to achieve their business objectives What should golf facilities consider doing to elevate staff performance in meeting management and customer expectations? - utilize high-performance profiles What is the advantage of asking open-ended questions during the interview process? - eliminates signaling the focus of looking for the "right" answer What is the advantage of asking open-ended questions during the interview process? - golf operations What is an example of external staff training? - the Teaching and Coaching Summit at the PGA Merchandise Show
What staff training needs are anticipated as a result of adopting a new point of sale system technology? - learning security procedures to protect file data within the POS system What is the first step in acquiring a new technology-based system? - assess facility needs What are procedures? - specific steps to implement when addressing emergency situations What are policies? - they are guidelines that specify the facility's official stance on a number of important issues for the golf operation What is a cash control procedure used to deter employee theft? - implement a comprehensive shift-change control procedure to monitor shrinkages Why should employees be involved in creating and revising policies or procedures? - staff are on the front lines of the golf business and operation What is a management tool for defining the structure of the golf operation? - organizational chart What is one of the descriptive/directional elements of the facility's business that need to be in place before the golf operation is defined? - business objectives and goals Policies and procedures are part of which support element of the golf operations organization? - systems What is the principal focus of golf operations? - alignment Who is positioned at the top of a traditional organization chart? - ownership group From a functional perspective, a vendor is what kind of resource? - financial
Why is customer demographics an external factor? - because it is controlled by forces outside the business What is the functionally significant difference between goals and objectives? - objectives are more likely to evolve or be revisited as the facility's current market position or financial success changes A facility's financial objectives can be achieved through what type of strategies? - operational and promotional strategies The following agenda was part of a golf range business plan: "Purchase 175 dozen new range balls and rotate usage three times a year. Who: Head Professional. When: End of First Quarter. Cost: $1500." According to the Business Planning course, describe the business plan component represented by this statement. - specific actions and resources What is an example of a financial strategy? - retiring debt to increase profits What would be the most appropriate initial response to facility income not meeting projections? - access current local and regional performance data What rounds data must be known in order to calculate yield? - number of rounds played in a period and the potential rounds in a period What metric remains after calculating the difference between revenue and cost of goods? - net operating income Provide examples of horizontal analyses. - linear trend analysis and base year analysis What figure is represented in the divisor in the linear trend formula? - previous year What type of analysis would be best for a facility that has just completed a project that added nine new holes to the original 9-hole course? - base year analysis
What type of information is typically provided by qualitative data? - verbal or anecdotal customer feedback on the overall facility Golf shop sales of $100,000 yield a gross margin of $30,000. What is the percentage of the cost of goods? - 30% What is the definition of the "cost of goods sold?" - it represents that value (at cost) of all merchandise that is sold to customers, stolen, lost, damaged, or destroyed during a particular period If the gross target margin for your golf shop were 40 percent, what would be the target percentage for your cost of goods sold? - 60% What is the formula for Merchandise Net Operating Income? - revenue - (cost of goods sold + operating expenses) = net operating income What events would cause a change in the forecast for golf shop expenses? - - national economic trends and competition
- local weather and staff resources What metric should be part of every forecast regardless of the type of facility? - total golf operations revenue You are concerned about a decline in business growth. What method would be most effective in portraying your overall financial history? - linear trend analysis For the purpose of developing a business plan, what is the best description of trend analysis? - it gives planners a good understanding of past performance What examples would be considered internal data sources for planning purposes? - course maintenance, types of amenities, and staffing By understanding the factors that could potentially affect forecasts, what can PGA Professionals make about how the numbers will change to construct better financial forecasts? - assumptions
The effectiveness of a golf professional's business plan for managing day-to-day operations in a golf shop depends on what? - internal data sources How would opportunities and threats be categorized in a SWOT analysis? - external data sources How might the results of a SWOT analysis affect core business functions? - it considers how each of the core business areas in the golf operation contributes to its overall performance On what basis should preventive maintenance be conducted? - items that need to be done to the car on a daily basis even if the car is functioning properly What are the four major design considerations for a storage facility as presented in the Golf Car Fleet Management Manual? - location in relation to the clubhouse, adequate space and efficient layout, proper ventilation, safety and security features What is the best estimate of the square feet needed to store and service a fleet of 50 cars? - 3750 square feet What type of car flow should a well-designed storage facility support? - first in / first out Generally speaking, how many times an hour will a properly ventilated storage facility recycle its entire volume of air? - 5 times As a rule-of-thumb, about how many square feet should be allocated per golf car when designing a golf car storage facility? - 70 - 75 square feet per car What is the most likely reason that electric cars would require more storage space than gas cars? - space needed for battery charging equipment What characteristics of a golf car fleet are most important for achieving a successful golf car rental program? - the size and the car selection of the fleet
What is the first set of assessments one should make before assembling a new golf car fleet or upgrading an existing fleet? - facility mission and objectives What criteria does a facility use to determine the type of golf car needed? - making assumptions about the types of customers that frequent your facility What should be the first and main determinant of a facility's golf car needs? - facility mission and objectives What customer preferences could result in a fleet plan that argues for fewer cars? - age profile What factors should fleet planners rely upon when recommending an acquisition plan? - customer preferences What golf course characteristics may influence decisions about the golf car fleet? - terrain How might weather and climate affect golf car demand? - presence or lack of presence of certain golf car features such as windshields and roofs might limit golf car usage Why should the golf facility's tournament schedule be considered when estimating the number of cars a facility needs? - allow for 25% above the daily demand Typically, how do the demands for golf cars at a daily-fee course compare to that of a private club? - higher demand Why are electric-powered golf cars heavier than gasoline-powered golf cars? - weight of the batteries How might a facility compensate for the loss of rental income to customers who ride in private cars?
- charge a trail fee What standard guideline should be used to determine the number of cars to obtain for a fleet? - golf facility's tournament schedule
