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PGA PGM 3.0 LEVEL 2 GOLF OPS | 549
QUESTIONS AND CORRECT ANSWERS
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 bottom of a traditional organization chart (T/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
Staff is considered a tangible facility resource? (T/F) True What intangible resource is key to enabling and facilitating peak performance? 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. (T/F) True Job descriptions should identify the skills necessary to accomplish the tasks associated with each position. (T/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. (T/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 is the first step in acquiring a new technology-based system? Assess facility needs What are policies? Guidelines and rules that outline a definite course of action in various situations. What are procedures? a logical set of step-by-step instructions on how to implement policies and complete specific tasks. 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
What is a reliable indicator of the effectiveness of a promotional program targeting retail sales? Increases in dollar sales versus the prior year How can a facility determine the viability of a promotional program? Cost/Benefit analysis, interviewing customers, written surveys What is true when promotional dollars are tied directly to business plan objectives? easier to identify the target audience, decide on promotional vehicles, and establish a budget How should surveys, focus groups, and sales analyses be used to keep a facility from wasting money on ineffective promotions? Helps understand the target market 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 attributed 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 a major advantage of an internal online reservation system>? Keeps all reservation and transactions in-house, avoid paying a middleman Ancillary service accomodations should be addressed in a facility's resrvation policies. True Why are on-course and phone based reservation systems still significant even though Internet-based tee time systems are becoming more prevalent? They play a significant role in the customer's relationship with the facility What criterion should management consider when determining the correct tee time interval? facility type, service mission, and the course difficulty 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 attention to keeping ahead of the ground behind them than keeping up with the group in front of them False
What is a characteristic of an effective team? Commited to Goals, Communciate Openly, Have Clearly Defined Roles,Have A Sense of Belonging and Trust, Make Decisions by Consensus, Resolve Conflicts, Have Effective Leadership As presented in the Manual, what must be present to achieve a key characteristic of effective teams? Cohesiveness Identify an element in the consensus-based decision-making process? Work together to modify or shape ideas Mobilizing the creativity and innovation to solve problems is one benefit of the team approach? True An effective manager could use the "one-minute manager" routine to assess performance, provide feedback, inform a staff person of new responsibilities, and keep staff on track in a very short visit.- many times less than a minute True
What is an interactive calendar? 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 (T/F) True
What is the most important interdepartmental relationship for the golf operations department? Golf course maintenance A yield management report shows the number of rounds played and the revenue generated by those rounds. True
