PGA PGM 3.0 Level 2 Golf Ops 549 Questions with 100% Correct Answers (2023)

PGA PGM 3.0 Level 2 Golf Ops| 549 Questions with 100% 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. Correct Answer: True Proper business planning and operations alignment directs that sufficient resources be identified before strategies for achieving business objectives are developed. Correct Answer: False What department is considered the core unit of most facilities? Correct Answer: 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? Correct Answer: 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? Correct Answer: Systems What is the most accurate description of the relationship between the facility's business plan and the golf operation? Correct Answer: Alignment - the golf operation must correspond with the facility's business plan. What is the principal focus of golf operations? Correct Answer: 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) Correct Answer: False From a functional perspective, a vendor is what kind of resource? Correct Answer: 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? Correct Answer: Involving and Supporting What must exist for a facility to have a positive culture? Correct Answer: Communication and openness to change What would a typical organizational chart of a golf operation show? Correct Answer: Basic responsibilities and the relationships between an operation's functional areas. In what way is time related to other resources? Correct Answer: 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? Correct Answer: 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? Correct Answer: Facility reserves, outside sources of investment, vendors, banks, the physical property, membership, Staff is considered a tangible facility resource? (T/F) Correct Answer: True What intangible resource is key to enabling and facilitating peak performance? Correct Answer: culture How can a facility foster a culture of improvement? Correct Answer: 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) Correct Answer: True Job descriptions should identify the skills necessary to accomplish the tasks associated with each position. (T/F) Correct Answer: True High-performance profiling is a tool that can be used to communicate a uniform set of facility-wide expectations for all employees Correct Answer: True interviewing current employees is the first step in determining current training needs. Correct Answer: 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. Correct Answer: True Self assessments are most useful during the hiring process. Correct Answer: 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) Correct Answer: False What are tasks associated with the "plan for succession" staff-management role managers have in running a golf operation? Correct Answer: 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? Correct Answer: 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? Correct Answer: create high performance profiles What is the advantage of asking open ended questions during the interview process? Correct Answer: it avoids signaling the right answer What is an example of external staff training? Correct Answer: 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. Correct Answer: False- improved efficiency, improved customer service What is the first step in acquiring a new technology-based system? Correct Answer: Assess facility needs What are policies? Correct Answer: Guidelines and rules that outline a definite course of action in various situations. What are procedures? Correct Answer: 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. Correct Answer: True Why should employees be involved in creating and revising policies or procedures? Correct Answer: 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? Correct Answer: Organization chart Promotion is one of the 4 "Ps" of marketing Correct Answer: True Building a brand is a "Moment of truth" opportunity. Correct Answer: 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? Correct Answer: Brand What is an example of indirect competition to an 18-hole daily fee facility? Correct Answer: Local fitness and tennis clubs Tried and true practices adopted by other successful facilities should be the starting point for developing new promotional programs. Correct Answer: False Selling yourself, selling the facility, and selling the game of golf are the three principal layers of what type of marketing? Correct Answer: Internal Which type of marketing strategy includes letters to the editor, television appearances, speaking engagements, and special needs programs? Correct Answer: Public Relations (External) What is an example of an attraction program at a golf facility? Correct Answer: 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? Correct Answer: More likely to stick with the game, socialization Social media is a method that professionals can use to communicate with potential and existing customers Correct Answer: True Cost-benefit analysis is a way to assess a promotional strategy Correct Answer: True What is a reliable indicator of the effectiveness of a promotional program targeting retail sales? Correct Answer: Increases in dollar sales versus the prior year How can a facility determine the viability of a promotional program? Correct Answer: Cost/Benefit analysis, interviewing customers, written surveys What is true when promotional dollars are tied directly to business plan objectives? Correct Answer: 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? Correct Answer: 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? Correct Answer: 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? Correct Answer: Cost-Benefit Analysis What would be the most reliable means of predicting the likelihood a proposed promotional plan would be successful? Correct Answer: Knowing the target market and being aligned with business plan objectives Managing play best practices are the same across facility types Correct Answer: False It is illegal for courses that receive any public funds to require a dress code Correct Answer: False As yield management evolve with internet tee time systems and point of sale systems, traditional phone-based systems will become obsoltete Correct Answer: False When are private facilities exempt from the accommodation requirements of the ADA? Correct Answer: If they do not allow any public play What is an example of facility functions that need written safety procedures to insure uniform actions of staff? Correct Answer: golf car policies According to the USGA Rules of Golf, what type of accommodation may be made through the adoption of local rules? Correct Answer: protection of the course, identifying obstructions How should the head professional respond to threatening weather? Correct Answer: 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? Correct Answer: Americans with Disabilities Act What tee time starting system can reliably prevent players from monopolizing the best tee times? Correct Answer: Lottery system Which tee time starting system compensates well for no-shows? Correct Answer: Walk on and Play What is a major advantage of an internal online reservation system? Correct Answer: Keeps all reservation and transactions in-house, avoid paying a middleman Ancillary service accomodations should be addressed in a facility's resrvation policies. Correct Answer: True Why are on-course and phone based reservation systems still significant even though Internet-based tee time systems are becoming more prevalent? Correct Answer: 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? Correct Answer: facility type, service mission, and the course difficulty What does the USGA's Pace Rating System help determine? Correct Answer: 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 Correct Answer: Wider fairways, limit number of hazards What course design feature would best support yield expectations related to play? Correct Answer: Multiple tees for different ability levels, practice area easily accessible to first tee, What is a good pace of play guideline? Correct Answer: Always be ready, check in with starter well in advance, etc How can the starter positively impact pace of play? Correct Answer: Greet players, consolidate players into foursomes whenever possible What quality is most desirable in a person tasked with managing pace of play? Correct Answer: 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 Correct Answer: False Which staff member is responsible for setting the pace-of-play? Correct Answer: Starter What is a disadvantage of letting faster groups play through? Correct Answer: The slow group gets left behind and the bottleneck is relocated. Moments of Truth begin front he first contact with the facility and finish when the final hole of their round is coompleted. Correct Answer: 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 Correct Answer: False An effective team decision making process requires an authoritative team leader. Correct Answer: True Effective team managers will allow their most creative people to work independently Correct Answer: False What is a characteristic of an effective team? Correct Answer: 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? Correct Answer: Cohesiveness Identify an element in the consensus-based decision-making process? Correct Answer: Work together to modify or shape ideas Mobilizing the creativity and innovation to solve problems is one benefit of the team approach? Correct Answer: 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 Correct Answer: True What is an interactive calendar? Correct Answer: 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? Correct Answer: 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? Correct Answer: Cross-operations marketing Which departments do instruction and player development have the most opportunity to engage in mutually beneficial coordination and support? Correct Answer: Merchandising and Practice Facilities Tournament directors rely on F&B to meet members' and guests' physical and social needs (T/F) Correct Answer: 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? Correct Answer: coordination and collaboration What is an example of an external event? Correct Answer: Charity outing Practice facilities should be designed so golfers will face what direction? Correct Answer: North or East, Away from the sun