PGA PGM 3.0 Level 2 Golf Ops Exam 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 strate
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PGA PGM 3.0 Level 2 Golf Ops Exam 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 What combination of interaction strategies would be the first choice for promoting a positive facility-wide culture? Involving and Supporting What must exist for a facility to have a positive culture? Communication and openness to change What would a typical organizational chart of a golf operation show? Basic responsibilities and the relationships between an operation's functional areas. In what way is time related to other resources? It must be reasonably accounted for and allocated appropriately, and is tied to every other resource. What is the most likely determinant of the complexity of a facility's organization chart? The size of the facility, the number of services offered to customers , and the type of facility and its mission. What are examples of financial resources? Facility reserves, outside sources of investment, vendors, banks, the physical property, membership, 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 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 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? create high performance profiles What is the advantage of asking open ended questions during the interview process? it avoids signaling the right answer What is an example of external staff training? Vendor product training, trips to other facilities, workshops, PGA seminars Reduced training needs is one of the anticipated benefits of adopting new point-of-sale system technology. False- improved efficiency, improved customer service 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
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