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Pga Pgm 3.0 Level 2 Golf Ops / 549 Real
Exam Questions With Verified Answers
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the vision Core Values and mission statement of a golf facility should be developed concurrently with establishing a facility wide business plan that concludes concrete goals and strategies for meeting them.
True
Proper business planning and operations alignment directs that sufficient resources be identified before strategies for achieving business objectives are developed.
False
What department is considered the core unit of most facilities?
The Golf operation
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?
facility type, geographic locale, customer base, business objectives and goals, strategies
Policies and procedures are part of which support element of the golf operations organization?
Systems
What is the most accurate description of the relationship between the facility's business plan and the golf operation?
Alignment - the golf operation must correspond with the facility's business plan.
What is the principal focus of golf operations?
providing high-quality playing experiences and customer service in line with the core values, vision and mission of the organization
Stakeholders, owners, and boards are positioned at the botoom of a traditional organization chart TT/F
False
From a functional perspective, a vendor is what kind of resource?
Financial resource, they can extend credit and work out arrangements that are quite valuable for a Golf Operation
What combination of interaction strategies would be the first choice for promoting a positive facility- wide culture?
Involving and Supporting
culture
How can a facility foster a culture of improvement?
encourage open discussion and input , provide tools to positively impact operation
"Identify staffing needs" is one of the staff-management roles in running a golf operation. TT/F
True
Job descriptions should identify the skills necessary to accomplish the tasks associated with each position. TT/F
True
High-performance profiling is a tool that can be used to communicate a uniform set of facility-wide expectations for all employees
True
interviewing current employees is the first step in determining current training needs.
Look at job descriptions and high-performance profiles and checking whether everyone is trained in job- specific skills
Self assessments are an appropriate means for facility staff to align their personal goals with business goals.
True
Self assessments are most useful during the hiring process.
during the evaluation phase
New teachers observed the lead instructor at a golf facility conduct a short game clinic. This is an example of external staff training. TT/F
False
What are tasks associated with the "plan for succession" staff-management role managers have in running a golf operation?
Implement cross-training, shared functions/responsibilities, ensure several staff can perform key operational tasks, articulate career paths within the facility's business
What should a manager consider when determining the number of employees needed to run an operation?
the human resources it will take to achieve their business objectives, and seasonal fluctuations in business.
What should golf facilities consider doing to elevate staff performance in meeting management and customer expectations?
Shift-change cash control is a procedure used to deter employee theft.
True
Why should employees be involved in creating and revising policies or procedures?
morale boost, can assess the realism of policy/procedure expectations with feedback
What is a management tool for defining the structure of the golf operation?
Organization chart
Promotion is one of the 4 "Ps" of marketing
True
Building a brand is a "Moment of truth" opportunity.
False. The brand is the sum of the product's culture, product or service delivery, and customer perceptions and expectations for a specific type of benefit or experience.
What does the American Marketing Assocation refer to as a name, term, sign, symbol or design, or combination of them intended to identify the goods and services of a seller?
Brand
What is an example of indirect competition to an 18-hole daily fee facility?
Local fitness and tennis clubs
Tried and true practices adopted by other successful facilities should be the starting point for developing new promotional programs.
False
Selling yourself, selling the facility, and selling the game of golf are the three principal layers of what type of marketing?
Internal
Which type of marketing strategy includes letoers to the editor, television appearances, speaking engagements, and special needs programs?
Public Relations TExternal
What is an example of an atoraction program at a golf facility?
A Half Hour clinic showing new golfers how to properly warm up
What is one advantage beginning players gain forming friendships during the learning process?
More likely to stick with the game, socialization
What question should be asked in order to obtain reliable information for evaluating the effectiveness of a targeted promotional strategy?
Was the right audience targeted? Were certain communication vehicles more effective than others? Were the promotional messages clear to customers?
How would a facility determine the expense per sale that could be atoributed to a targeted promotional strategy?
Cost-Benefit Analysis
What would be the most reliable means of predicting the likelihood a proposed promotional plan would be successful?
Knowing the target market and being aligned with business plan objectives
Managing play best practices are the same across facility types
False
It is illegal for courses that receive any public funds to require a dress code
False
As yield management evolve with internet tee time systems and point of sale systems, traditional phone- based systems will become obsoltete
False
When are private facilities exempt from the accommodation requirements of the ADA?
If they do not allow any public play
What is an example of facility functions that need writoen safety procedures to insure uniform actions of staff?
golf car policies
According to the USGA Rules of Golf, what type of accommodation may be made through the adoption of local rules?
protection of the course, identifying obstructions
How should the head professional respond to threatening weather?
Alert players, stop play and evacuate the course if necessary
Under what law are golf facilities required to provide all people with goods and services on an equal basis?
Americans with Disabilities Act
What does the USGA's Pace Rating System help determine?
how quickly a foursome of average golfers should play a particular course on a busy day
What would be a design characteristic that would assist in speeding up pace-of-play
Wider fairways, limit number of hazards
What course design feature would best support yield expectations related to play?
Multiple tees for different ability levels, practice area easily accessible to first tee,
What is a good pace of play guideline?
Always be ready, check in with starter well in advance, etc
How can the starter positively impact pace of play?
Greet players, consolidate players into foursomes whenever possible
What quality is most desirable in a person tasked with managing pace of play?
Strong communicators
As a general rule. course assistants should encourage players to pay more atoention to keeping ahead of the ground behind them than keeping up with the group in front of them
False
Which staff member is responsible for setting the pace-of-play?
Starter
What is a disadvantage of letting faster groups play through?
The slow group gets left behind and the botoleneck is relocated.
Moments of Truth begin front he first contact with the facility and finish when the final hole of their round is coompleted.
False
To be fully effective, teams must have the time-limited authority to place team goals ahead of facility goals when dealing with the assigned task before it
False
An effective team decision making process requires an authoritative team leader.
True
Effective team managers will allow their most creative people to work independently
Paper or electronic, allows employees and managers to see upcoming events and action items, as well as write or type in additional information or questions.
What activities might be included in a "one minute manager" routine?
Check in with individual employees Assess performance Provide feedback Inform of special responsibilities Keep individual employees on track and remind them of tasks that require coordination with other employees, golf operations areas or other departments.
What coordination tool is being applied when a golf instructor helps a student by fitting him for a set of clubs to be purchased at the facility?
Cross-operations marketing
Which departments do instruction and player development have the most opportunity to engage in mutually beneficial coordination and support?
Merchandising and Practice Facilities
Tournament directors rely on F&B to meet members' and guests' physical and social needs TT/F
True
What business practice is being employed when a facility holds an external tournament that uses the golf course, the practice facility, and the restaurant?
coordination and collaboration
What is an example of an external event?
Charity outing
Practice facilities should be designed so golfers will face what direction?
North or East, Away from the sun
WHat is a benefit of having a caddie program at a club?
Help maintain the course, add to plying experience, introduce young people in to the game,
What government act has significant application to the terms of caddie employment?
Fair Labor Standards Act
What should a comprehensive caddie-training program include?
Orientation, indoctrination, tee to green, on the green
What is the most important interdepartmental relationship for the golf operations department?
Golf course maintenance
Reducing green fees to obtain increased sales in other departments is a valid yield management objective.
True
Yield management is a process that allows a facility to maximize the total number of rounds available each day.
True
Successful yield management can produce dissatisfied customers
True
What term would be considered an important metric for monitoring performance against budget?
Variance
What is the economic focus of yield management?
Increased demand to maximize revenue
What can yield management predict?
Amount of rounds that can be sold
What is the formula for developing a yield management report for a given period?
Number of rounds Played/Potential Rounds x 100 =% yield
Conducting yield analyses aimed at optimal tee time utilizations is most important at what type of facility?
Public facilities
What is the most relevant metric for tracking financial performance?
Rounds
Why is monitoring performance considered a two-part process?
Accomplishment of planned objectives and goals, operational quality Tstaff service delivery
Who should be kept appraised of the facility's financial performance?
Management and employees
What is a yield percentage if a facility sells 180/240 available tee times?
75%
