PGA 3.0 Level 2 Study Guide
Study online at https://quizlet.com/_95ix5v
1. The vision, core values, and mission statement of a golf facility should be
developed concurrently with establishing a facility-wide business plan that
includes concrete goals with strategies for meeting them. (T/F): True
2. What department is considered the core business unit of most facilities?: -
Golf Operations
3. Policies and procedures are port of which support element of the golf
operation's organization?: Systems
4. What is the most accurate description of the relationship between the
facility's business plan and the golf operation?: Golf Operation is very core and
center of the golf business plan
5. What is the principal focus of golf operations? Systems Operational Manu-
al:
6. What combination of interaction strategies would be the first choice for
promoting a positive facility-wide culture?: Involving and Supporting
7. From a functional perspective, a vendor is what kind of resource?: Financial
8. What must exist for a facility to have a positive culture?: Resources
9. What would a typical organizational chart of a golf operation show?: Staff
roles and the relationships between them
10. What is the most likely determinant of the complexity of a facility's organi-
zational chart?: Size of facility and number of resources
11. What determines the complexity of a facility's organization chart? Size of
facility, number of services offered, type of facility, mission:
12. Staff is considered a tangible facility resource? (T/F): True
13. What intangible resource is key to enabling and facilitating peak perfor-
mance?: Culture
14. How can facilities foster a positive culture of improvement?: Open commu-
nication and discussion
15. How can a facility foster a culture of improvement?: Evolving / Everyone on
board
16. "Identify staffing needs" is one of the staff-management roles in running
a golf operation. (T/F): True
17. Job descriptions should identify the skills necessary to accomplish the
tasks associated with each position. (T/F): True
18. High-performance profiling is a tool that can be used to communicate a
uniform set of facility-wide expectations for all employees. (T/F): True
19. Self-assessments are an appropriate means for facility staff to align their
personal goals with business goals. (T/F): True
20. 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
, PGA 3.0 Level 2 Study Guide
Study online at https://quizlet.com/_95ix5v
21. What should a manager consider when determining the number of employ-
ees needed to run an operation?: Human resources it will take
22. What should golf facilities consider doing to elevate staff performance in
meeting management and customer expectations?: Create high performance
profiles
23. What is the advantage of asking open-ended questions during the inter-
view process? Lead to unbiased answers:
24. What is an example of external staff training?: Employee going to the PGA
Show
25. Reduced training needs is one of the anticipated benefits of adopting new
point of sale system technology. (T/F): False
26. What is the first step in acquiring a new technology-based system?: As-
sess facility needs
27. What are procedures?: Step by step instructions on how to implement policies
and complete specific tasks
28. What are policies?: Guidelines and rules laid down by management that outline
the course of action in various situations
29. Why should employees be involved in creating and revising policies or
procedures?: Encourages staff to buy in to the guidelines it sets out
30. What is a management tool for defining the structure of the golf opera-
tion?: Business planning - Policies and procedures
31. Promotion is one of the four "Ps" of marketing? (T/F): True
32. What does the American Marketing Association 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
33. What is an example of indirect competition to an 18-hole daily fee facility?-
: Fitness and tennis club
34. What is an example of an attraction program at a golf facility?: Clinic
showing new golfers how to warm up
35. Social media is a method that professionals can use to communicate with
potential and existing customers. (T/F): True
36. Cost-benefit analysis is a way to assess a promotional strategy. (T/F): True
37. What is a reliable indicator of the effectiveness of a promotional program
targeting retail sales?: Increase in sales compared to prior year
38. How can a facility determine the viability of a promotional program?: -
Cost-benefit analysis, interviewing customers, written surveys
39. 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
, PGA 3.0 Level 2 Study Guide
Study online at https://quizlet.com/_95ix5v
40. 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
41. Managing play best practices are the same across facility types. (T/F): -
False
42. When are private facilities exempt from the accommodation requirements
of the Americans with Disabilities Act?: When no public play is allowed
43. What is an example of facility functions that need written safety pro-
cedures to insure uniform actions of staff?: Golf car use, inclement weather,
medical emergencies, alcohol consumption, handling disruptive players
44. Under what law are golf facilities required to provide all people with goods
and services on an equal basis?: Americans with Disabilities Act
45. Which tee time starting system can reliably prevent players from monop-
olizing the best tee times?: Lottery System
46. Which tee time starting system compensates well for no-shows?: Walk on
and play
47. What does USGA's Pace Rating System help determine?: How quickly a
foursome of average golfers should play a particular course on a busy day
48. What is a good pace-of-play guideline?: Ready golf
49. How can the starter positively affect the pace-of-play?: Educate, make
players aware of guidelines
50. Which staff member is responsible for setting the pace-of-play?: Starter
51. What is a disadvantage of letting faster groups play through?: Slows down
the original group
52. An effective team decision-making process requires an authoritative team
leader. (T/F): True
53. Effective team managers will allow their most creative people to work
independently. (T/F): False
54. What is a characteristic of an effective team?: Committed goals, open com-
munication, clear rules, trust, effective leadership
55. As presented in the Golf Operations Course Manual, what must be present
to achieve a key characteristic of effective teams?: Structure, who is involved,
roles, team decision making
56. An effective manager could use the "one-minute manager" routine to
assess performance, provide feedback, inform a staff person of new responsi-
bilities, and keep staff on track in a short visit - many times less than a minute.
(T/F): True
57. What is an interactive calendar?: Upcoming events and actions that can be
edited and seen by everyone
Study online at https://quizlet.com/_95ix5v
1. The vision, core values, and mission statement of a golf facility should be
developed concurrently with establishing a facility-wide business plan that
includes concrete goals with strategies for meeting them. (T/F): True
2. What department is considered the core business unit of most facilities?: -
Golf Operations
3. Policies and procedures are port of which support element of the golf
operation's organization?: Systems
4. What is the most accurate description of the relationship between the
facility's business plan and the golf operation?: Golf Operation is very core and
center of the golf business plan
5. What is the principal focus of golf operations? Systems Operational Manu-
al:
6. What combination of interaction strategies would be the first choice for
promoting a positive facility-wide culture?: Involving and Supporting
7. From a functional perspective, a vendor is what kind of resource?: Financial
8. What must exist for a facility to have a positive culture?: Resources
9. What would a typical organizational chart of a golf operation show?: Staff
roles and the relationships between them
10. What is the most likely determinant of the complexity of a facility's organi-
zational chart?: Size of facility and number of resources
11. What determines the complexity of a facility's organization chart? Size of
facility, number of services offered, type of facility, mission:
12. Staff is considered a tangible facility resource? (T/F): True
13. What intangible resource is key to enabling and facilitating peak perfor-
mance?: Culture
14. How can facilities foster a positive culture of improvement?: Open commu-
nication and discussion
15. How can a facility foster a culture of improvement?: Evolving / Everyone on
board
16. "Identify staffing needs" is one of the staff-management roles in running
a golf operation. (T/F): True
17. Job descriptions should identify the skills necessary to accomplish the
tasks associated with each position. (T/F): True
18. High-performance profiling is a tool that can be used to communicate a
uniform set of facility-wide expectations for all employees. (T/F): True
19. Self-assessments are an appropriate means for facility staff to align their
personal goals with business goals. (T/F): True
20. 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
, PGA 3.0 Level 2 Study Guide
Study online at https://quizlet.com/_95ix5v
21. What should a manager consider when determining the number of employ-
ees needed to run an operation?: Human resources it will take
22. What should golf facilities consider doing to elevate staff performance in
meeting management and customer expectations?: Create high performance
profiles
23. What is the advantage of asking open-ended questions during the inter-
view process? Lead to unbiased answers:
24. What is an example of external staff training?: Employee going to the PGA
Show
25. Reduced training needs is one of the anticipated benefits of adopting new
point of sale system technology. (T/F): False
26. What is the first step in acquiring a new technology-based system?: As-
sess facility needs
27. What are procedures?: Step by step instructions on how to implement policies
and complete specific tasks
28. What are policies?: Guidelines and rules laid down by management that outline
the course of action in various situations
29. Why should employees be involved in creating and revising policies or
procedures?: Encourages staff to buy in to the guidelines it sets out
30. What is a management tool for defining the structure of the golf opera-
tion?: Business planning - Policies and procedures
31. Promotion is one of the four "Ps" of marketing? (T/F): True
32. What does the American Marketing Association 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
33. What is an example of indirect competition to an 18-hole daily fee facility?-
: Fitness and tennis club
34. What is an example of an attraction program at a golf facility?: Clinic
showing new golfers how to warm up
35. Social media is a method that professionals can use to communicate with
potential and existing customers. (T/F): True
36. Cost-benefit analysis is a way to assess a promotional strategy. (T/F): True
37. What is a reliable indicator of the effectiveness of a promotional program
targeting retail sales?: Increase in sales compared to prior year
38. How can a facility determine the viability of a promotional program?: -
Cost-benefit analysis, interviewing customers, written surveys
39. 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
, PGA 3.0 Level 2 Study Guide
Study online at https://quizlet.com/_95ix5v
40. 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
41. Managing play best practices are the same across facility types. (T/F): -
False
42. When are private facilities exempt from the accommodation requirements
of the Americans with Disabilities Act?: When no public play is allowed
43. What is an example of facility functions that need written safety pro-
cedures to insure uniform actions of staff?: Golf car use, inclement weather,
medical emergencies, alcohol consumption, handling disruptive players
44. Under what law are golf facilities required to provide all people with goods
and services on an equal basis?: Americans with Disabilities Act
45. Which tee time starting system can reliably prevent players from monop-
olizing the best tee times?: Lottery System
46. Which tee time starting system compensates well for no-shows?: Walk on
and play
47. What does USGA's Pace Rating System help determine?: How quickly a
foursome of average golfers should play a particular course on a busy day
48. What is a good pace-of-play guideline?: Ready golf
49. How can the starter positively affect the pace-of-play?: Educate, make
players aware of guidelines
50. Which staff member is responsible for setting the pace-of-play?: Starter
51. What is a disadvantage of letting faster groups play through?: Slows down
the original group
52. An effective team decision-making process requires an authoritative team
leader. (T/F): True
53. Effective team managers will allow their most creative people to work
independently. (T/F): False
54. What is a characteristic of an effective team?: Committed goals, open com-
munication, clear rules, trust, effective leadership
55. As presented in the Golf Operations Course Manual, what must be present
to achieve a key characteristic of effective teams?: Structure, who is involved,
roles, team decision making
56. An effective manager could use the "one-minute manager" routine to
assess performance, provide feedback, inform a staff person of new responsi-
bilities, and keep staff on track in a short visit - many times less than a minute.
(T/F): True
57. What is an interactive calendar?: Upcoming events and actions that can be
edited and seen by everyone
